Building relationships with customers through support didn't turn out as hoped
Points and comments are a snapshot, not live.
Personalized customer support often backfires, leaving users more frustrated than before.
Castro owner bought the app hoping empathetic, human support would build loyalty. Instead, detailed explanations for pricing complaints, unreproducible bugs, or rejected feature requests angered users more than silence. Only nuanced questions under 1% of emails yielded positive rapport. The author concludes that responsive support without an immediate fix is counter-productive. They now avoid specifics and just acknowledge the email, finding it produces neutral results. Focus has shifted to product improvements for creating real positive experiences.
What commenters are saying
Commenters strongly criticized the author's dismissive tone toward user feedback, with top comment quoting lines like "I am not changing anything" as proof. One argued the approach is "you may email me for an explanation of why I'm not interested in your thoughts." A defender said time constraints make chasing unreproducible bugs impossible. Another suggested 30-minute calls with the founder could convey care better than emails. The author responded sarcastically about subscriptions, engaging with critics.