I do all the direct customer support for my 2 businesses (radioreference and broadcastify) which typically equates to 20-30 Zendesk tickets a day addressing login/password issues, payment issues, technical support etc.
Boy can I relate to burn out and frustration. It's shocking to me how many times I have to deal with things like customer mental health issues, extremely disrespectful customer behavior, some of the wild ways in which customers will try to get out of payments that they directly authorized, and of course the occasional edge cases that customers can get themselves into which will really have you as a developer questioning your sanity.
But the truly perplexing situations are folks that will click through and pay for a product, such as your most expensive subscription plan, and then instantly have buyers remorse and just go off the deep end demanding refunds, implementing chargebacks, blaming you for being misleading, and dishing out wildly disrespectful behavior. "I didn't know what I was purchasing" is a common support ticket.
... and my business does not do recurring billing or automated subscription renewals. You literally have to renew any subscription you have with us when it comes due.
I actually had a customer file a class action lawsuit against my business because we sent him a reminder that his subscription was about to expire and if he wanted to renew it he could, and he subsequently filed this lawsuit claiming we were violating a Florida consumer protection law which doesn't allow debt collectors to contact people during certain hours. That cost me a cool chunk of change to get dismissed.
A lot of it is enough to give a sane person PTSD and to drive the most patient personality to throw a chair through a window in frustration.
I'm actually surprised he didn't include any screenshots about "I never authorized this payment" or "You charged me even though I cancelled!!". I see these a lot and it's on the customer 100% of the time. People will be so rude even when they know they are lying, maybe because they think it's the only way they will get a refund, when if they just asked nicely and said they forgot about the subscription, I always refund it. Lot's of people also end up with two accounts somehow and then think we are maliciously double charging them.
Boy can I relate to burn out and frustration. It's shocking to me how many times I have to deal with things like customer mental health issues, extremely disrespectful customer behavior, some of the wild ways in which customers will try to get out of payments that they directly authorized, and of course the occasional edge cases that customers can get themselves into which will really have you as a developer questioning your sanity.
But the truly perplexing situations are folks that will click through and pay for a product, such as your most expensive subscription plan, and then instantly have buyers remorse and just go off the deep end demanding refunds, implementing chargebacks, blaming you for being misleading, and dishing out wildly disrespectful behavior. "I didn't know what I was purchasing" is a common support ticket.
... and my business does not do recurring billing or automated subscription renewals. You literally have to renew any subscription you have with us when it comes due.
I actually had a customer file a class action lawsuit against my business because we sent him a reminder that his subscription was about to expire and if he wanted to renew it he could, and he subsequently filed this lawsuit claiming we were violating a Florida consumer protection law which doesn't allow debt collectors to contact people during certain hours. That cost me a cool chunk of change to get dismissed.
A lot of it is enough to give a sane person PTSD and to drive the most patient personality to throw a chair through a window in frustration.