Do all the things like ++ or -- rants, post your own rants, comment on others' rants and build your customized dev avatarSign Up
From the creators of devRant, Pipeless lets you power real-time personalized recommendations and activity feeds using a simple APILearn More
Search - "customer service"
Worst hack/attack I had to deal with?
Worst, or funniest. A partnership with a Canadian company got turned upside down and our company decided to 'part ways' by simply not returning his phone calls/emails, etc. A big 'jerk move' IMO, but all I was responsible for was a web portal into our system (submitting orders, inventory, etc).
After the separation, I removed the login permissions, but the ex-partner system was set up to 'ping' our site for various updates and we were logging the failed login attempts, maybe 5 a day or so. Our network admin got tired of seeing that error in his logs and reached out to the VP (responsible for the 'break up') and requested he tell the partner their system is still trying to login and stop it. Couple of days later, we were getting random 300, 500, 1000 failed login attempts (causing automated emails to notify that there was a problem). The partner knew that we were likely getting alerted, and kept up the barage. When alerts get high enough, they are sent to the IT-VP, which gets a whole bunch of people involved.
VP-Marketing: "Why are you allowing them into our system?! Cut them off, NOW!"
Me: "I'm not letting them in, I'm stopping them, hence the login error."
VP-Marketing: "That jackass said he will keep trying to get into our system unless we pay him $10,000. Just turn those machines off!"
VP-IT : "We can't. They serve our other international partners."
<slams hand on table>
VP-Marketing: "I don't fucking believe this! How the fuck did you let this happen!?"
VP-IT: "Yes, you shouldn't have allowed the partner into our system to begin with. What are you going to do to fix this situation?"
Me: "Um, we've been testing for months already went live some time ago. I didn't know you defaulted on the contract until last week. 'Jake' is likely running a script. He'll get bored of doing that and in a couple of weeks, he'll stop. I say lets ignore him. This really a network problem, not a coding problem."
IT-MGR: "Now..now...lets not make excuses and point fingers. It's time to fix your code."
IT-VP: "I agree. We're not going to let anyone blackmail us. Make it happen."
So I figure out the partner's IP address, and hard-code the value in my service so it doesn't log the login failure (if IP = '10.50.etc and so on' major hack job). That worked for a couple of days, then (I suspect) the ISP re-assigned a new IP and the errors started up again.
After a few angry emails from the 'powers-that-be', our network admin stops by my desk.
D: "Dude, I'm sorry, I've been so busy. I just heard and I wished they had told me what was going on. I'm going to block his entire domain and send a request to the ISP to shut him down. This was my problem to fix, you should have never been involved."
After 'D' worked his mojo, the errors stopped.
Month later, 'D' gave me an update. He was still logging the traffic from the partner's system (the ISP wanted extensive logs to prove the customer was abusing their service) and like magic one day, it all stopped. ~2 weeks after the 'break up'.8
Worst collaboration experience story?
I was not directly involved, it was a Delphi -> C# conversion of our customer returns application.
The dev manager was out to prove waterfall was the only development methodology that could make convert the monolith app to a lean, multi-tier, enterprise-worthy application.
Starting out with a team of 7 (3 devs, 2 dbas, team mgr, and the dev department mgr), they spent around 3 months designing, meetings, and more meetings. Armed with 50+ page specification Word document (not counting the countless Visio workflow diagrams and Microsoft Project timeline/ghantt charts), the team was ready to start coding.
The database design, workflow, and UI design (using Visio), was well done/thought out, but problems started on day one.
- Team mgr and Dev mgr split up the 3 devs, 1 dev wrote the database access library tier, 1 wrote the service tier, the other dev wrote the UI (I'll add this was the dev's first experience with WPF).
- Per the specification, all the layers wouldn't be integrated until all of them met the standards (unit tested, free from errors from VS's code analyzer, etc)
- By the time the devs where ready to code, the DBAs were already tasked with other projects, so the Returns app was prioritized to "when we get around to it"
Fast forward 6 months later, all the devs were 'done' coding, having very little/no communication with one another, then the integration. The service and database layers assumed different design patterns and different database relationships and the UI layer required functionality neither layers anticipated (ex. multi-users and the service maintaining some sort of state between them).
Those issues took about a month to work out, then the app began beta testing with real end users. App didn't make it 10 minutes before users gave up. Numerous UI logic errors, runtime errors, and overall app stability. Because the UI was so bad, the dev mgr brought in one of the web developers (she was pretty good at UI design). You might guess how useful someone is being dropped in on complex project , months after-the-fact and being told "Fix it!".
Couple of months of UI re-design and many other changes, the app was ready for beta testing.
In the mean time, the company hired a new customer service manager. When he saw the application, he rejected the app because he re-designed the entire returns process to be more efficient. The application UI was written to the exact step-by-step old returns process with little/no deviation.
With a tremendous amount of push-back (TL;DR), the dev mgr promised to change the app, but only after it was deployed into production (using "we can fix it later" excuse).
Still plagued with numerous bugs, the app was finally deployed. In attempts to save face, there was a company-wide party to celebrate the 'death' of the "old Delphi returns app" and the birth of the new. Cake, drinks, certificates of achievements for the devs, etc.
By the end of the project, the devs hated each other. Finger pointing, petty squabbles, out-right "FU!"s across the cube walls, etc. All the team members were re-assigned to other teams to separate them, leaving a single new hire to fix all the issues.5
Devs: Hey, what should we do?
provide our SDKs for download as easily as possible so that any potential customer can try it out and see how much better we are compared to our competitors?
Should we lock our SDKs behind a login where the customer needs to create an account and enter the most amount of private information possible, just in case, then also require to create some security access tokens that he needs to configure in his app to have access to our service via the sdk and also hide all of the documentation behind a login which requires some permission based roles to access and also make the sdks closed source so that it’s a pain in the ass to debug and understand?
B! Definitely B! Make sure to piss off and annoy our customers as much as humanly possible!
I used to work for a company that had a main website and a lightweight app. LW app was distributed to partners and added to other sites using an iframe.
Someone decided a requirement was to retain the shopping cart for anonymous users. Some dev thought the best way to do that was to issue auth cookies to anonymous users.
The auth cookie issued by the LW app was actually for the main site. A few users for LW app decided to just come to main site to make a purchase. Since they already had an auth cookie (issued from LW app), they were never prompted to log in, create an account, or use guest checkout on the main site. They were still able to complete their order and we had their shipping address, but we didn’t have their email address so we couldn’t contact them about their order.
Customer service had no way to email customers if something went out of stock or if there was a product recall. CS would have to call these customers and ask for email addresses. Good luck getting anyone to answer or return a call nowadays. Customers were asking where their confirmation email was. The admin website was polluted with “users” that had the placeholder email for non-logged in users.
This happened because of a combination of an understaffed and overextended engineering department. Of course when something goes bad it’s going to be bad.
This would be my first official post.
Been a IT Technician for a managed service provider for the past 9 years up until last year August. Managing director pulls me in with a movement to App Development after coming across some personal hobby projects I have done in the past.
Started in the new position in November as Junior Developer and workloads get dumped on me and left to figure it out. 4 weeks of running through code without documentation and the solutions started to make sense.
Started a new solution for a Large remote customer with documentation and timelines in December and I get pulled in again for a second time in front of the MD.
Good News:With effect in January I have been promoted to Head of Application development.
Bad News: The existing department head is leaving end of the month and I am to go 900km from home to hand over all responsibilities for the next 3 weeks.
Better News: Department has started shifting to DevOps and it is up to me to set the policies and work flows to how I see fit.
Worse news: it starts by expanding the team asap as 10 projects accounting to 4000 man hours with deadlines in Q3.
Wish me luck. It's going to be twisted Rollercoaster ride...5
Customer Service: “I apologize for the delay in entering your warranty info. My system is a bit slow.”
Me: “That’s ok.”
Also me: *What is this, 1986?! Upgrade from DOS already!!*2
Holy retarded internet company. The fiber cable that comes from the power pole lost its connection to the building I live in. So the fiber was laying on the ground in the parking lot. The upside is it is still working. The problem is people are going to run over the fiber and break it. So I sent an email to the ISP on Thursday. They didn't create a ticket all day on Friday. By the time I got home they were not open. I called their tech support number and pressed 0 until I got a real person. I explained they need to fix this soon or it will get broken. They said "I understand" and then proceeded to create a ticket for fucking wednesday next week! I told them it will damaged by then. They said "I understand". Then I get a text saying they will do this wednesday. No you stupid fuckers, you do not understand!
Queue the McGuiver music:
I got out some steel wire I use to fix stupid shit like this. I made a hook to connect the steel cable holding the fiber. This hook will go around some exposed electrical conduit. Then I got a board to lift it up high (no ladder and 5 inches thick of ice on ground). I cannot balance wire hook on board and get it to slip down. So I got a steel pole I have and attached another hook with electrical tape. As I passed the hook over the conduit I used other pole to grab bottom of hook and pull it down to keep a hold of the conduit. Now the fiber is up in the air again above the parking lot. I hope this stupid hack works until wednesday. My right arm hurts like hell cause the strain of holding the fiber taut while I pulled the hook down. It strained my right hand.
Worst customer service on the planet with Century Stink. They fucking make it harder than hell to get help and it seems they take almost a week to fix shit.4
I think I've reached some kind of job nirvana. My coworkers and I all complain about our work. We're overworked, underappreciated, underpaid, and and have to deal with all sorts of bullshit all the time. Pretty much everyone who has been on the team longer than a year is talking about quitting.
But I started at this company as a level 1 tech support phone technician before I transferred into the DevOps side of things, and that tech support job was SO much worse. Way more stressful, way less pay, mandatory overtime, horrible scheduling, being forced to remain calm while people hurl insults at you over the phone, and it was a dead-end job with a high turnover rate and almost no opportunities for advancement of any kind.
And every time I think back on that job, I realize that what I have now is actually pretty great. I'm paid well (still underpaid for the job I do, but catching up really fast due to my current boss giving me several big raises to keep me from quitting lol). I deal only with other tech people like developers and data scientists so no more listening to salesmen insult me on the phone. I'm not in any sort of customer service role so I can call people on their bullshit as long as I'm professional about it. I'm salaried so they can't make me work horrible shifts. 99% of my days are a normal 9-5 workday. I actually have a reliable schedule to plan around.
People treat me like the adult that I am.
I'd get a similar experience at other, better-paying companies, for sure, but what I have now is still pretty great.
I'm sure I'll be back in a few days to rant about more nonsensical bullshit and stress, but for now I'm feeling the zen.
When you make a simple call to customer service but you end up rambling to the poor rep on the other end for nearly an hour...
By the end couldn't tell if she wanted to laugh, cry, or just drink a pint of bleach.
I did some online shopping on the weekend. And oh man, this retailer’s checkout had so many problems.
I placed an order for a 2022 edition of their magazine. My confirmation page lists the 2020 edition. I didn’t get a confirmation email and I’m sure my email was right.
I chat with customer service and they said my order was for their car buying guide. You bet my my response was what the fuck.3
At old e-commerce job, some orders were coming through with most of the shipping info missing. The only info filled out was the State. When we looked at Heap, we could see the user was filling in those fields. There was both frontend and backend validation for required form data, so the user shouldn’t have been able to checkout without an address.
When I looked at the BE logic, I saw addresses were retrieved from our database by using a method called GetOrCreateDefaultAddress. When the website couldn’t find the address in the db, it created a new one where the only address field that was filled in was the state.
Unfortunately, this default address creation was happening after the submit button had been hit. There was no logic to validate the address this late in the checkout because the earlier form validation in the process should have caught this.
The orders did have email addresses, so customer service did have a way to contact the customer. I have no idea what happened to the user’s address. Was it never saved? Did it get caught up in a cron job to delete old users and addresses from the db??2
FX [ Tries to pay online bill using PayPal.. ]
"Payment failed" said their website. ( When I say, said, I mean, flashed on the screen for 1/50th of a second.. )
Only "PayPal" had other ideas and gave them money anyhow..
No problem, I'll just message the customer service folk and get it sorted in a jiffy..
4 weeks later..
First they said Payments take up to 7 working days to action..
Yet previously when I've paid not via Paypal, it took half an hour to show up in my account, not 7 days..
Anyhow, we wait 7 days..
Still nothing, so another message ( They don't appear to have an email address, so you have to use an online form, which limits how much you can type into its little box.. )
During these exchanges I include all the data on my PayPal payment, and each time they seem to ignore that..
First they say they can't find such a payment.
Then they say they are looking more closely and their "PayPal" department will be looking into it.
They still can't find it..
Could I provide a screenshoot of my PayPal payment, sure, but since its hard to send them attachments, I had to stick it on a website and give them a URL instead. ( Hopefully that is not too technical for them.. )
Now waiting to see if they can find it..
If not, I guess one can ask PayPal to get the money back, right ?
I've not had to do that before..
How difficult is that going to be ! ?1
all amazon customer service agents should be dragged to the edge of a pit, shot, dropped in and have raw sewage used to bury their bodies.
that about sums up a portion of what they deserve prior to their departure to hell.16
Just bitched out the same customer service woman telling her I wish her and everyone like her would just die so I wouldn't have to waste another day recovering my own goddamn property i keep double paying for.
I'm sick of having to buy the same movies and games just so some butt sniffing pederast can have a pay check.
speaking of pederasts, table 2 just showed up. more assholes with potential copies in the same places. while two creepers i could also photograph sit behind me for some reason.
so sick of repetition.
and you fucking cunts wouldn't even need to be bothered with this if you hadnt stolen soooo much of my time without adequate recompense.
not that i'd of course agreed to this insanity.
but these people should have to suffer AND pay us.2