Re: Communicating with Apple [was Re: Finlay Dobbie [Bad News]]

• Subject: Re: Communicating with Apple [was Re: Finlay Dobbie [Bad News]]
• From: "Justin C. Walker" <email@hidden>
• Date: Wed, 27 Mar 2002 22:22:41 -0800

I once chastised someone who was in full-bore attack mode on this list and
rather than admit that he was endangering a unique privilege, he told me
that as "a paying customer" it was his right to behave any way he wanted
and that I essentially owed him my time as an Apple employee. This was
really a case study of someone missing the point, and all he got for his
trouble was an entry in my mail filters list - certainly his loss far
more than mine.

As the person Mr. Hubbard refers to above let me first say that I am most
honored that he would deign to place my unworthy self in his "spam" filters.
Unfortunately I must humbly beg to differ with this somewhat biased account.
Mr. Hubbard has defined unprovoked intimidation and threats plus a
propensity to posture as "chastising" someone for a "full-bore" attack. I
was indeed chastised by a number of people on this list and only Mr. Jordan
decided to use these puzzling tactics. So, I believe I know the difference.

After reading the commentary about how not to treat Apple CSRs, and I am not
saying that any "chastising" of my posts might not be well deserved, I would
like to point out that (IMHO) unilaterally attempting to intimidate and
threaten members of this list, ostensibly representing Apple, is NOT the
right way to treat customers, any customer, period. Again, isn't this really
why people are incensed about what happened to Finlay? It's was more about
the method used and not the end result.

Appropriate decorum and comportment must be practiced on both ends,
otherwise it ends up as just another way to create even more frustration and
angst.

On that note, IMHO, considering the previous very extensive entreaties made
by other senior Apple types and others relative to this topic, this puzzling
late addition by Mr. Hubbard seems unnecessary, inflammatory, insulting,
patronizing, completely unprovoked, and finally, way OT.


-- P.
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