Three Cheers for Tucows

I mentioned previously that I was in Tucows purgatory for three weeks after paying them $52 for an expedited submission. I’m currently out of that, thanks to a recommendation from a fellow developer at the Organization of Independent Software Vendors to contact Greg, their webmaster, and stunning customer service of the type which I always advocate giving. It included an apology, an offer to give me a total refund, a choice between the refund and a $100 credit against further services (smart move: it keeps me invested in my business relationship with them — I took it), and listing the software immediately. Yay. I’m going to post my letter to them later because its, in my opinion, a good example of how to phrase a customer support request to get what you want, and succeeded pretty brilliantly. Even business owners are customers roughly half the time, right?

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4 Comments on “Three Cheers for Tucows”

  1. Ali Says:

    Hey Pat,
    Good to see you got it sorted! Wasn’t it at the BOS forum where they told you about Greg?

  2. The Edge Says:

    Tucows treats software authors very badly. Perhaps they treated you well because you made noise in the forums.

    I prefer a company who treats their customers well by default without having to make noise, to a company who mistreats customers and only treats well the 0.01% who post in the forums and complain loudly.

    Tucows is a bad, bad company.

  3. Chris Says:

    +1 to above post.

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