I've been blogging for several years now. I created my first 'website' about six years ago, and then migrated to Blogger as soon as it appeared on the scene. It was a lot of fun - and a lot less work and hassle than trying to struggle with html to get my posts look semi-professional.
Still, Blogger didn't do everything I needed, or thought I needed, at the time. I really wanted to include images - photos, screen-shots, and scans - in my posts. I wanted more control over my blogs - things like changing some of the style attributes without having to have a PhD in html. And I wanted to track comments, page-views, and other statistics.
So, when the initial Typepad release hit the streets it took me about 10 seconds to decide to sign up. I started with a free trial, then quickly switched to the Pro level. Now, a couple of years later, I'm happy to say that I have no regrets. My Typepad blogs have grown both in number and in traffic. My online file storage is over 200 megabytes, and my traffic is close to 3 gigabytes/month.
I still keep a couple of Blogger based blogs alive and well, but a recent problem with Blogger reminded me how much I appreciate the excellent Typepad customer support staff. I was attempting to make some configuration changes to one of my Blogger blogs. Unfortunately, Blogger insisted on resetting the control screen into Japanese. It was probably picking up on the fact that my login ISP is based in Japan, and automatically setting the dialog to the 'local language.' And, in the spirit of full disclosure, I could have struggled through somehow since I am reasonably functional in Japanese. Nevertheless, my native language is English, and I find it much easier to do things like setting up system parameters in English. But, no matter how I tried, Blogger kept switching the display to Japanese.
So, I submitted a help request to Blogger describing the problem in detail. I was hoping that they would come back and point me to some link or parameter that I had overlooked. Or, failing that, at least tell me that they understood the problem and were working on it. Instead, this is the message they sent:
"Hi there,
Thanks for submitting your Wish List item. We greatly value feedback from
our users and review every submission.
-Blogger Support"
"Hi there"??? How about "Hey Dude!" or some other greeting right out of Bill and Ted's Excellent Adventure.
"Thanks for submitting your Wish List item"??? Did I miss something? I didn't submit a wish list item. I had, and still have a real, practical problem that keeps me from effectively using Blogger. If they wanted to tell me that it couldn't be done with the current software release, I would have been unhappy, but certainly would have accepted it as a valid response. Instead, they high handedly reclassified my real problem as a 'wish' and shipped it off to NeverNeverLand.
"We greatly value feedback from our users and review every submission"??? Excuse me but 'review' is very, very far from valuing customer feedback. Companies that actually do value customer feedback not only review it, they actually do something about it - even if it is only to communicate professionally with the customer. For some reason, Blogger seems to feel that they have "users" rather than "customers." My guess is that they won't have either if they don't start treating their users as customers.
"Blogger Support" - A really nice anonymous identity to hide behind. Nameless, but not blameless. Hit and run.
So, what's my experience been with Typepad support? Typepad support has been a whole different animal. They respond to my trouble tickets promptly, usually within an hour or two, sometimes less. They pro-actively offer solutions and workarounds. They call me by my real name, and they always respond with their real name. And, when they don't have a ready answer, they tell me so, frankly and openly.
Does that mean that I've never had any problems with Typepad? No - far from it. I've had quite a few problems with Typepad. Some of them were quite involved and at times frustrating. Still, no matter what the problem, the customer support staff has always been excellent. They treat me like a valued customer. And, as a result, I don't mind paying for the Typepad service.
Blogger, on the other hand, is free. I guess somehow in their minds that makes the lack of professionalism and support justified.
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