There’s a fantastic post on The Friday Challenge in response to JS-Kit’s pro-active support policy. I want to quote it in it’s entirety because its a wonderful reaction to JS-Kit’s unique support team.

Because of the comments on comment limits in yesterday’s post, JS-Kit’s remarkably proactive customer support folks contacted me, to tell me the per-post limit is going up to 10KB in about two weeks and that permanent links to individual posts in threads are in QA now and coming soon. I’m still slightly stunned by the first part of this, though. They contacted me. This never happens. Don’t these people understand how the software technical support escalation chain traditionally works?

Step 1. Deny that there’s a problem.

Step 2. Admit that the customer may be experiencing what appears to be a problem, but state that your technicians are unable to replicate it.

Step 3. Admit that the customer actually has a problem, but say it’s because they’re using an old version and they need to download and install the latest version. Ideally, sell them the upgrade.

Step 4. Blame the customer’s hardware and tell them they need to upgrade or replace the most expensive part of it.

Step 5. Blame Microsoft.

I’m sure I’ve missed a few steps in the chain of escalation, but this is the gist of it. Any steps you’d add or technical support horror stories you’d like to share?

In the meantime, I’m going to go have another cup of coffee and bask in the wonder of it all. JS-Kit technical supported contacted me, proactively. Wow…

We’re glad to have surprised you Bruce, we look forward to continuing to exceed your expectations.

Be sure to check out the original post here.