We're really sorry about the inconvenience, and for your troubles...
actually I'm just messing with you. Does this look like AirBnB?
If you can't get your issue resolved, just do a chargeback, get your money and book a hotel like a normal person.
If you want to bitch on the internet, there are thousands of review sites on the internet. This is not one of them.
I was under impression that this site is about start-ups and what they should and should not do to grow and achieve success.
If you want to listen only to good music, there is Pandora and plenty of other sites like that. Not all medicine is sweet.
> I would really appreciate if someone @AirBnB would help to intervene the existing ineffective process. No need to return the money - just return the booking to my wife, make us happy :-)
This is a specific plea for action from a company, but it's directed at a forum of people who are almost all completely unrelated to that company.
This post in general reminds me of a lot of a criticism of many AskReddit posts, where the poster is accused of trying to relate their own story while tacking on a "Whats your best $topic story?" question on the end to try to make the post relevant.
More specifically, these customer complaint/"bitching" posts illicit a 4chan style "not your personal army" response in a lot of people. While the post might to some good for the OP in getting a response from the company, to most readers it's just noise drowning out the signal they come here for.
I'm not normally one to complain about these types of posts (and again, I'm not trying to do so right now either), but I do understand why some readers might be less than enthused by their presence.
It is a bit of noise to signal, but if I was in the guys position I'd probably leverage as much as possible to get the problem solved.
I often play devil's advocate, and the risk of that is that you can be misinterpreted as supporting a position when you didn't intend to.
I'd prefer not to see this kind of thing on HN too. On the other hand, customer support does seem to be disappearing as a trend. I'm not sure what other recourse a customer has in cases like that.
(We once battled with Sage technical "support" on behalf of a client; we spent two days navigating various support channels, including paid support, before finally giving up and writing a post to our website, and then forwarding a link to that post to Sage's PR department. The very next morning we got a call from a technical specialist who was suddenly very eager to resolve our problem. Folks, this is not how you take care of your customers!)
The point is - the AirBnB support process looks broken. Is their fix-my-mistake process also broken?
I can understand why many users could misread your intent, and I was just trying to explain why you received the reaction you did.
I am not a journalist or consultant to post about cool start-up or how to set-up a proper customer support process across markets.
Doesn't look like Paypal either but hey it's the top story at the moment.
Live Chat is not Live Chat [see above], it is a web form sending e-mail.
Phone experience described in my post above.
E-mail - sent.
Clicked Live Chat - Chat Now --> was presented with web form, filled form, pressed send.
Live Chat is not a Live Chat :-)
Will measure response time for my e-mail.
I can only choose other question/option -
- Job Enquiry (nope)
- Partnership (nope)
- Press (may be later)
- Feedback (don't feel like that, want my issue fixed)
- Law Enforcement (yep, if money will not be returned ))
The worst case scenario is that you're ignored, so the only cost to you is the time it took to send the message. The best case scenario, however, is that the message gets forwarded to the proper department and someone fixes your issue.
The cost/benefit analysis here is pretty clear. If I were you, I'd send a message to the Feedback department.
What the? This is your support channel; Even if your inquiry is unrelated to feedback (or any of these), it would be the place to start.
The fact that you 'don't feel like' contacting them and instead come here to moan is absolutely incomprehensible. It shows that you are simply trying to throw dirt on them!
>> If you have feedback for us, please submit it via our feedback form. Our product team regularly reviews these submissions.
You can book a hotel for free and get a reservation for your visa, you can deal with ABnB later.
i really don't want hn to become full of people complaining about yc companies in the hope that "a friend on the internet" will fix things.
This an example of how not to do roll out across intl markets prior to thinking through the basics, customer support process being one of this.