WARNING: If You Depend On Disqus For Commenting, Don’t Count on Their SupportAlex Vermeule

Thursday July 16, 2009 14:22 - Emailed Disqus for Support

Thursday July 16, 2009 14:25 – Got Automated email backMissing ‘thank you for contacting Disqus’, expectations on follow-up, etc. Also sent with Low Priority. Only Includes email and ticket number

Saturday July 18, 2009 0:03 - Emailed again, asking for a response(No reply was received after the automated reply from Thursday)

Tuesday July 21, 2009 1:53 - Got a reply from Disqus, Not asking the right questionNote the Low importance again

Tuesday July 21, 2009 7:52 - Replied by email, explaining issue againAsking politely to look closer/carefully at the ticket

Wednesday July 22, 2009 17:40 - Emailed again, asking for a replyAlso included extra information that suggested possible root cause

Thursday July 23, 2009 – Also asked for reply via Twitter

Saturday July 25, 2009 9:34 - Emailed again, explaining that they are not providing a proper serviceAsked again if they could please help

Monday July 27, 2009 9:19 - Got reply, asking to do a comments importWhile I had specifically mentioned earlier I had done the import numerous times. Please note the tone of voice (no apology, proper salutation, etc).

Monday July 27, 2009 11:50 – They cannot be reached anymore by emailGet an immediate ‘Delivery Status Notification (Failure)’.

Monday July 27, 2009 11:53 - Made another attempt to contact via e-mailGetting an immediate ‘Delivery Status Notification (Failure)’ back again.

Monday July 27, 2009 11:56 - And another attemptAgain resulting in a ‘Delivery Status Notification (Failure)’.

Monday July 27,2009 2:57 - Send out a tweet telling about their email issues

Monday July 27, 2009 3:01 - Send out another tweet

Monday July 27, 2009 9:24 - Got tweet back

Monday July 27, 2009 9:45 – Tried again, still failsGet an immediate ‘Delivery Status Notification (Failure)’ back again.

Monday July 27, 2009 9:50 - Send out another tweet about their email issue

Monday July 27. 2009 9:55 – Tried again, using a completely different e-mail system (Hosted Exchange). Get an immediate ‘Delivery Status Notification (Failure)’ back again.

Monday July 27. 2009 10:00 - Send out another tweet about it

Monday July 27, 2009 10:05 – Finally get an alternative address

Monday July 27, 2009 10:07 - Send out email to new/alternative address which does work Asking if anything is unclear about to info to please contact me. Also providing additional information about the possible root cause.

Monday July 27, 2009 10:13 - Send out a tweet that new address works

Tuesday July 28, 2009 13:16 – Still no answer - Trying to politely ask when to expect one Also explained support experience so far, again.

Tuesday July 28, 2009 15:08 - Got a reply by email, ‘don’t jump to any wild conclusions’Please note tone of voice and wording (and no apology again). Good news is that engineer tell he will be reviewing ‘problem’ today.

Tuesday July 28, 2009 15:27 - Send an email backExplaining that they do not get a notification if someone cannot send them an email message. Also explained I was looking forward to response to fix the issue with Disqus.

Friday July 31, 2009 14:09 - Still no reply/answer – Switched to competition!

Friday July 31, 2009 14:13 - Send out a tweet about support experience

Friday July 31, 2009 17:50 - Got a tweet back telling I did not follow directions??Please note the tone of voice again, trying to tell it was not their fault no solution was provided

Friday July 31, 2009 18:57 – My last Tweet, explaining experience

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