Recently I received the following complaint about a Darkness Springs account:

Purchased the Darkness Spring premium account for my daughter...inputed the liscense key in. The key failed to open the account. Attempted several times, always restarting from the begining. I will allow 24 hours for the issue to be resolved... after with time I will dispute all charges, and list the game as a scam on the boards.

Obviously, this guy tried to enter the license key where he should enter either his user name or password. And then threatens me to list my game as scam because he is a bit too stup unexperienced to do what hundreds of people were able to do without any problem before. What would you answer?

Here is my mail:

[Skipped: Friendly description of what he probably did wrong and what he should do to go on playing.]

I will allow you 24 hours for the code to be correctly entered, after which I will list you on the 'no-game' list and you will no longer be able to purchase any computer game for life.

Unfortunately, I didn't get any response after this. But you never get back anything from those people once their problem is resolved, not even a thank you or 'sorry'. :/

twelve comments, already:

You seriously sent that? I don’t blame you for wanting to say it, but no matter how stupid they are it’s never a good idea to insult or deliberately annoy a customer.
steve () (link) - 09 12 09 - 15:37

I know, but sometimes it’s quite tempting, and this one really deserved it. :)
niko - 09 12 09 - 15:52

I applaud you sir :)
Soy1Bonus () - 09 12 09 - 15:53

Oh, I had several of those guys… The bought the Gold Edition of Bolzplatz 2006 and were not even able to install it, although there is a installer program that does everything automatically… As soon as they pay money, some people think that they are the only one that can be right.
Andi (link) - 09 12 09 - 17:17

Way to go niko.. though i agree with steve, i wud never do it cause a customer is still a customer..
Rapchik () - 09 12 09 - 20:55

Um, maybe work a bit on the usability of your input forms and avoid such problems at all?
rafsoaken - 10 12 09 - 00:29

Related rant: I just see my email appear in the previous post .. seems I did not read the fine print at the bottom of the “Post comment” section carefully – either you call me stupid or it’s a usability problem as well.
Second, to make a point of how ambiguous some well intended explanations are: Consider the last sentence at the very end of your “Post comment” section (after ‘Note:’;). Shouldn’t that read “bots not using javaScript” instead of “bots using javaScript” ;) ?
rafsoaken - 10 12 09 - 00:40

The Customer is always right. Maybe a bit computer illiterate though lol.
Cardin - 10 12 09 - 06:48

Lol … I know such problems. I guess some people think as soon as they use your software you should take them by the hand and lead them through everything that might happen.
Brainsaw (link) - 10 12 09 - 07:23

I now added a big ‘optional’ at the comment form. Should be better now.
niko - 10 12 09 - 11:12

Got to agree with steve. Even tho he deserves it, he is a customer.

This kind of behavior also exists in internal IT support when your users do something wrong and they think is your fault; and once you show them the solution, they don’t even say thanks.

Oh well! it was a very funny email! thanks for the post!
juantar (link) - 16 12 09 - 04:24

The customer is always right, but that doesn’t mean they are correct :P
Roelor - 16 12 09 - 18:35

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