So, I present to you now the email exchanges between Yahoo! Customer "Care" and me (please note that the first email comes from Yahoo! as a response to my initial inquiry through the website):
*****
August 16, 2006From: Yahoo
To: Me
Thank you for contacting Yahoo! Customer Care to answer your
question. A support representative will get back to you within 24 hours
regarding your issue.
*****
August 17, 2006
No communication
*****
August 18, 2006
From: Me
To: Yahoo
I have yet to receive contact about my issue.
When shall I expect that to happen?
*****
From: Yahoo
To: Me
Hello,
Thank you for writing to Yahoo! Mail.
We believe that the incident that you've described may be a
transient one. Please check your account again to see if the problem you
were reporting may be resolved.
If you continue to have problems, please try logging out and then
logging back into the account. If the problem continues, please
let us know. In your reply, please provide us with your steps to
duplicate the issue, along with permission to access the account in order to
troubleshoot further.
Thank you again for contacting Yahoo! Customer Care.
Regards,
[Name Withheld 1]
Yahoo! Customer Care
*****
From: Me
To: Yahoo
The problem is "transient" in that it happens for a couple of days, then it stops for a couple of days, then it comes back for a couple of days.
We are on a "it comes back for a couple of days" part of the cycle
now.
The problem occurs when I attempt to check my email. I do nothing
but click on the mail icon at my.yahoo.com. Logging out and logging back in
does not help, nor does using a different computer.
Before I will give permission to access my account, I must know what
you would do with the account in order to correct the problem.
*****
August 19, 2006No communication
*****
August 20, 2006No communication
*****
August 21, 2006
No communication
*****
August 22, 2006
No communication
*****
August 23, 2006From: Yahoo
To: Me
Hello,
Thank you for writing to Yahoo! Mail.
We appreciate you bringing this concern to our attention. We've
investigated and checked your account, but could not duplicate the
issue. The error you described appears to have been temporary and
is now resolved. Please try accessing your account again.
We apologize for the inconvenience.
Thank you again for contacting Yahoo! Customer Care.
Regards,
[Name Withheld 2]
Yahoo! Customer Care
*****
From: Me
To: Yahoo
It is not resolved.
*****
From: Yahoo
To: Me
Hello,
Thank you for writing to Yahoo! Mail.
We share your concern and appreciate you bringing this to our
attention.
We've been unable to reproduce the symptom you've described after
completing our investigation. The issue appears resolved now and may
have been due to temporary network or server conditions.
We apologize for the inconvenience.
Thank you again for contacting Yahoo! Customer Care.
Regards,
[Name Withheld 2]
Yahoo! Customer Care
*****
From: MeTo: Yahoo
If the servers are having "temporary issues," then they are frequently
recurring temproray issues.
The problem *still* is not resolved, as I am still having frequent
issues accessing my email.
*****
From: Yahoo
To: Me
Hello,
Thank you for writing to Yahoo! Mail.
We're sorry to hear about the difficulties you've encountered. After
testing your account, we've been unable to duplicate the symptoms.
Since the issue appears to be temporary, please try accessing your
account again after some time.
We apologize for the inconvenience.
Thank you again for contacting Yahoo! Customer Care.
Regards,
[Name Withheld 2]
Yahoo! Customer Care
*****
From: MeTo: Yahoo
Is anybody *actually* reading the responses I am sending?
The issue may be temporary and transient, but, it is recurring, so it isn't "resolved."
*****
fin
*sigh*
I also received this email, in the middle of my conversations with [Name Withheld 2]:
I also received this email, in the middle of my conversations with [Name Withheld 2]:
Dear Valued Yahoo! Customer,
At Yahoo!, your satisfaction matters more than anything else. In order to meet your needs and preferences, we invite you to share your thoughts with us about your recent experience with Yahoo! Customer Care in a brief online survey.
To access our survey, please click on the link below.
[url removed]Thanks for participating! We always appreciate your feedback and thoughtful suggestions.
Sincerely,
Yahoo! Customer Care
*****
Look, I understand things break. And I can accept "we're not exactly sure what is causing your problem, but we're working on it" as a response. But, Corporate America: stop telling people issues are resolved when they are not. And, please, stop insisting issues are resolved when end-users keep telling you that the problem is, in fact, still occurring. Don't treat your customers like they're stupid.
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