I got banned for trying to help a customer

We install PBX replacement systems for small businesses that upgrade to fiber and are struggling to deal with their legacy phone system. We typically save them 60% on their monthly phone bill from the big standards.

One new customer had an odd request; they wanted a certain style of wireless headsets. I did some research and plunked down $800 to buy the headsets. Once here, I discovered they didn’t work. I dug into it and found a workaround to make them work. I wrote code in the vendors software system to fix it.

I shared the solution on a forum, and was promptly rebuffed by someone who works at the company. I pressed back as I didn’t agree with his position, and debate is pretty standard among tech folks. I backed my argument up with screen shots from the vendors site and used logical debate, which I learned in high school.

The CEO of the company (a global corporation, with tens of millions in revenue) “liked” some other persons response and at the same time “banned” me from the forum. I am both insulted and honored at the same time. I am blogging about this as a concrete example of how we go above and beyond to support our customers. Also, blogging is much cheaper than an actual therapist.

If you read this far and are curious, here is a link to the forum topic. I have made multiple requests to have a discussion with Nick about this, but it appears everyone there is afraid to forward my request to him.

Link to forum discussion where Steve gets banned

Just in case Nick G. reads this! I want to talk about some guidelines for onboarding new partners and an improvement to the banning system that would achieve your goal of protecting the brand.