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Toodledo's abuse of canned responses



AuthorMessage
eykanal

Posted: Jul 29, 2011
Score: 0



Summary: The use of the canned "Thanks for the suggestion" reply has gotten somewhat out of hand lately.

I just submitted a bug report/feature request, and instead of pointing out that what I was talking about already exists, the support technician just hit the canned "Thanks for the suggestion" button. Only through reading other forum questions did I realize that feature is already (partly) implemented, and that implementation is very well done.

I realize you're very busy, particularly after a major software upgrade. Despite that, if this is the quality of your support, you might as well not respond at all. As a user, I'm no more informed after receiving that response than before. Did you get it? Do you care? Is it actually on the "we'd like to do this" to-do list or on the "perpetually growing and we'll never implement it" to-do list? At the very least, the response should be broken down into "we already do that (link)", "we'll consider it", "we aren't planning on addressing that", and "we'd love to do that". A little honesty and openness would be appreciated.


This message was edited Jul 29, 2011.
Salgud

Posted: Jul 29, 2011
Score: 0



Great idea! Please increase your repertoire of canned responses, they seem much more sincere when there's five instead of three! ;)
eykanal

Posted: Jul 29, 2011
Score: 0



Assuming you're being sarcastic, my suggestion is that their canned responses provide some actual information to the person asking the question/providing the feedback. If that involves more responses, yes, that's what I'm suggesting. If you can think of another method that's better, post it!
Jake

Toodledo Admin
Posted: Jul 29, 2011
Score: 0



I have to use canned responses to remain sane and to not wear out my keyboard and fingers. But, I am very careful to make sure that my canned responses are relevant. If it isn't relevant then I type a custom response.

If I said "Thanks for the suggestion. We can't comment on a timeframe for implementation, but this is on our to-do list." then this is the truth and there is nothing else for me to say.
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