Original link: https://www.ntiy.com/1867.html
Stream-saving assistant:
- Tencent Cloud’s customer service does not solve any problems, but is only responsible for appeasing emotions. Calling Tencent Cloud’s customer service phone to report problems is exactly the same as using Tencent Cloud’s work order feedback. The difference is that the work order is submitted through voice, while the work order is written through text. Submit a ticket with a picture.
- If you have a domain name on Tencent Cloud, please transfer it out as soon as possible, otherwise it may be set as “transfer prohibited” without any reason or basis.
- Tencent Cloud’s so-called “professional technical consultant, serving your every consultation with heart” is completely empty talk.
This is another spit article describing some of the troubles I encountered in Tencent Cloud.
Compared with the last time, the affected services are not so important this time, so I didn’t feel the anger and helplessness I felt when the server was blocked last time. But I was idle at the time, and I thought that if it was really my problem, I would ask it clearly to avoid other websites being blocked because of the same problem, so I asked the customer service to ask about the situation. But this question not only did not ask anything, but also unintentionally unlocked a brand new operation (mentioned below), and realized that there is actually a bigger pit behind it.
On the first day, I thought it was just that the domain name resolution was stopped. As long as I transferred the domain name out, I could use it again by changing the DNS. However, the next day, when I tried to transfer, I was horrified to find that Tencent Cloud actually set my domain name to “transfer prohibited” status!
Although it should have been expected long ago, I didn’t expect Tencent Cloud to be so shameless. This behavior of Tencent Cloud also directly makes this tearful war that can be torn or not torn into a must.
In order to cope with this tormenting battle, I purchased a 400-minute domestic voice calling package on the China Mobile APP, and I am ready to call Tencent Cloud customer service at any time.
Originally, I was going to post the complete chat record in this article, but since the whole process is quite lengthy, it is omitted. Here is a brief description of the general process of communication with customer service. Friends interested in the full communication record can visit:
https://weibo.com/2819201144/LCSiF9Rf7
https://weibo.com/3684107711/LCXUWkech
Round 1: Online Support Customer Service
At 16:47 pm on July 15th, I received two text messages and two emails from Tencent Cloud, informing me that my DNS resolution and domain name were violated. I immediately logged into the Tencent Cloud console and saw a more detailed description, so I found Tencent Cloud online support and started the first round of battle with customer service.
I got through all the hurdles they put in place, found a real live support person, and described the problem I was having. The customer service is very enthusiastic, polite and professional. As soon as they came up, they told me what regulations and agreements I violated, and told me that the situation could not be lifted, and wished me a happy life.
Obviously, I am not involved in these behaviors sent by the other party, so of course I don’t agree with the other party’s rhetoric. But at that time, my heart was very calm. I asked the other party what specific behavior I violated which rule. name and contact information.
Then, the other party turned on the repeat mode, and kept repeating a few words such as “sorry”, “can’t provide”, “can’t appeal”, “please understand”.
Second round: Telephone customer service
Unexpectedly, Tencent Cloud’s phone can easily find human customer service; unexpectedly, Tencent Cloud’s phone customer service does not solve any problems.
Every time I make a call, I will ask the customer service to take a look at the work order to get a preliminary understanding of the problem I encountered, and then repeat the key problem and ask the customer service to deal with it immediately.
Without exception, every time I finished speaking, the customer service would first soothe me, apologize non-stop, and then start logging the problem. Yes, it is a record, not an answer, and the customer service will not answer any substantive questions. After the problem is recorded, the customer service will repeatedly promise that the feedback will be truthful, will reply as soon as possible, and then let me wait. A few hours later, a new reply will appear on my ticket, and the content of the reply is what I saw at the beginning, many times in the process, and it is because I am not satisfied with the result that I come back again The reply from contacting customer service: After verification, receive supervision notification instructions, in accordance with relevant laws, regulations and regulatory requirements…
No way, I called customer service again, was comforted again, recorded feedback again, and was asked to wait again…
Up to now, there are more than 180 minutes left in the 400-minute domestic call package that was initially recharged. But it’s okay, the remaining 180 minutes are reserved for them. As long as the phone can still get through, I will continue to call, then give feedback, and then wait.
The third round: work order customer service
Online support features similar to instant messaging, while ticket features similar to email. Relatively speaking, the use of tickets can be more effective in clarifying the problem.
The ticket and the call went on almost simultaneously, and it was because of the intense anger I felt in the ticket that I made the call.
In the work order, in addition to reiterating that I have not violated the relevant regulations, I also described my demands in detail, patiently explained the basic principle of “whoever advocates shall give evidence”, and expressed dissatisfaction with the customer service system. However, the words I spent time and energy coding were completely ignored by the other party.
I started to feel outraged and explained to them again more clearly that they should provide me with evidence, that they do not have the right to place transfer restrictions on my domain name, that they have wasted a lot of my time and energy (and phone bills) without solving it any questions I have. However, what they get is another copy and paste of them.
I’m really pissed off, I’m really pissed off, I really feel offended. Since you like to repeat, right? Come on then!
I sent 10 messages in a row, “I don’t have any violations, please unblock the domain name immediately.” It’s not that I just want to send 10 messages, but only 10 messages, because any subsequent messages will be restricted.
So I started to click “request” and every so often.
If you still don’t think it’s enough, let’s call again.
Round 4: Work Order Specialist
After my repeated requests, I finally got in touch with a Tencent Cloud employee who was not customer service. He claimed to be the commissioner in charge of handling the work order I submitted. It can be felt that his call environment is not as quiet as that of the customer service, and there are noises mixed in.
He told me: their company is also a regulated department, and the company will not take the initiative to offend customers without the request of the superior. Well, it sounds reasonable at first, but they still refuse to provide any information about this higher-level regulatory authority or provide a complaint channel. Is this reasonable? Even if I am actually banned by the higher-level supervision department, I still have the right to find the relevant department to apply for administrative reconsideration.
In the end, he promised that I would continue to report my questions to the higher authorities and reply within two weeks.
Why can’t the details of the “superior regulatory authority” be provided?
The other party said that my domain name was restricted only after receiving an order from the “superior regulatory authority”. I expressed doubts, so I asked the other party to provide evidence, or provide the name and contact information of the so-called “superior regulatory authority”, and I went to my own. verify. The other party couldn’t provide it, which made me even more suspicious.
The first thing I thought of: a company, for certain benefits, imposes some unreasonable restrictions on the services that customers use normally. In order to avoid customers’ troubles, moving out a “relevant department” can well throw the pot out. This kind of thing, Tencent is possible to do it. But because this “relevant department” was originally fabricated out of thin air, if I insisted on forcing them to show evidence, they would definitely not be able to show it.
Of course, it is also possible that the higher-level regulatory authorities have asked them to restrict my services. And the reasons why they can’t disclose the information of the higher-level regulatory authorities, I can think of two reasons:
- The higher-level regulatory authorities require them to restrict users’ services and additionally require them not to provide users with the information of the department;
- The higher-level regulators do not have the additional requirements, but they themselves worry that users will cause unnecessary trouble for themselves by reporting them to the department “one size fits all” and not providing a channel for appeals.
I think the second possibility is very high. But obviously, from the mouth of the customer service, nothing can be asked.
QQ is blocked
Here comes the wonderful part: in the process of and online support customer service theory, my QQ was frozen for no reason!
As expected of a large factory, it is indeed unusual. If you can’t say anything about me, you will be linked with other departments of the company to be titled!
At that time, my QQ was absolutely in normal use and did not publish any illegal content. And at that time, because I was chatting with the online support customer service, I didn’t care about using QQ at all, but suddenly a pop-up window prompted that the account was frozen. It would be great if other departments at Tencent could handle problems as quickly as the title department.
However, the freeze was not serious this time, and it was restored to use after a simple operation on the mobile phone.
Redefine “Customer Service”
In our past understanding, customer service is to answer questions and solve problems for customers. However, Tencent Cloud’s online customer service not only cannot answer your doubts, but will make you more confused; not only can it not solve your problems, but will give you Create more problems.
For example, this time, I only wanted to know why I violated the rules. So far, I not only still don’t know why, but also have more doubts: why can’t I tell me the details of the “relevant department”? Why repeat what I’ve said so many times? Why are my adequate, legitimate and legitimate demands being ignored over and over again?
After three days of “communication”, I probably also understood some work routines of Tencent Cloud customer service:
- No matter what you send, they will reply to you as soon as possible, that they have received your question, and tell you that it is working on it, then go to the document, copy and paste it from it and paste it into the reply box, and click send.
- If you disagree with the result, they will continue to “feedback” and tell you that it is being processed “expedited”, and then modify the previous reply as follows:
- Change “I’m sorry” to “I’m very sorry”;
- Change “understand” to “very understand”;
- Change “I apologize to you” to “I apologize to you again”;
- …
Then set it to be sent periodically after a few hours. (Why not send it right away? Because then it’s so obvious that they didn’t do anything, and it would have to wait a few more hours before sending it out before it seemed like they “made a really tough decision.” , the same below)
- If you still disagree with the results, they will repeat the above steps and modify the above response again as follows:
- Change “I’m very sorry” to “I’m really sorry”;
- Change “very understanding” to “really understand”;
- Change “I’m sorry again” to “I’m really sorry”;
- …
- When they encounter something that cannot be found in the document, they will check with the “specialist”, and then let you wait a few hours before copying and pasting the prepared reply to you.
Is it worth it? Will there be results?
I really didn’t expect it to get to this point at first. I just want to know why it is blocked and whether it can be unblocked; if it cannot be unblocked, explain the reasons; if the reasons are indeed sufficient and I fit the bill, then I can only admit it. pissed me off.
At that moment, I decided, no matter what, I must get a result. Whether it is to solve the problem, provide the “supervisory authority” information for me to negotiate, or completely block my account, in short, there must be a result, although this result is not what I want.
Accidentally, I saw a bitter master who had the same experience as me on V2EX. He was even worse than me, because his website was a work with a lot of effort and high expectations. Now it has been blocked by Tencent Cloud. There is no hope of sealing, and there is no way to appeal. So I posted a screenshot of the communication record of my experience connection and customer service to V2EX, and many people expressed their dissatisfaction with Tencent Cloud customer service after reading it. This picture was also forwarded by a big guy on Weibo, which also caused a lot of repercussions.
Perhaps it is because of the exposure of so many netizens that this matter has progressed so quickly. Within two weeks as agreed with the work order specialist, the latest progress was made in less than two days. Last night, the work order specialist called again and told me that I could write an unblocking application as required, and they would contact the relevant departments to apply for unblocking. I have done so, waiting for the next results.
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