MyEclipse Customer Support Sucks

You cannot leave a paying customer cry for help. And if you hear him screaming that he cannot perform his normal work due to your product you should wet your pants. There is nothing more important for your business than a client in pain!

One think that I’ve learned while working with customers or simply users of my product, is that they appreciate immediate feedback. Urgent feedback! You might not have a quick solution, but at least acknowledging their problem and giving a sign that you care is the absolute minimum that you should do. And you should do it now.

MyEclipse Customer Support Sucks: I’ve been trying to get somebody to answer at least one of the support tickets I’ve opened, but nothing happened. Meanwhile, I have done my best to provide as much information as possible. I have even downgraded the product just to be able to test various scenarios and make sure that I’m providing enough data. And all this on my own time. What I’ve got back? Nothing, zero, zip, nada, null. Did I hear anything from them? No!

That’s why I’m saying it once again: MyEclipse Customer Support Sucks

Update 1: Couple of hours later I’ve been contacted by MyEclipse Product Manager that offered his help to solve the issues I had reported. He also mentioned that there will be some changes on how the support team is operating. I’ll definitely keep an eye on that!

Update 2: (later that day) After getting answers to my questions and having the peace of mind that there is somebody on the MyEclipse team listening to my problems, I have started to dig into the problem and finally got things back to work. Thanks Riyad!

Conclusion: I really hope that from now on MyEclipse customers will not have to go through this kind of experience again. While I haven’t run a customer service dept myself, I’ve been working with clients for the last 10+ years. I’ve been learned a lot more from managing and being involved in a ton of open source projects and having to deal with the community (and I can tell you that there things are even more complex), so I have allowed myself to offer some advise to the MyEclipse Customer Service dept. I really hope their service will get better and I’ll will never have to complain again.