A little more information

The two main activities in my life: Helping the hungry in the late hours of the night and helping guitar players sound better one amp at a time.

I always try to remember that in order to do good one has to take action and actually do something.

I was born and raised in Los Angeles. I have watched the city and Southern California change for well over half a century.

I can be found on facebook at www.facebook.com/mylesr or on twitter at www.twitter.com/myles111us or on my own Guitar Amplifier Blueprinting website at www.mylesrose.com

Los Angeles Architectural History

Los Angeles Architectural History
1935 Art Deco at some of its finest: No. 168 - Griffith Observatory- (click on the photo for information)

Wednesday, December 7, 2011

Yahoo Customer Service



I have noticed that Yahoo has had more problems in the last six months that all the problems I have had with them over ten years.  Their service used to be top notch.  Not so anymore. 

I am currently having an issue with them which I will be tracking.

More below.


This is how my current problem is being handled. 

I started by looking at the posted known problems and FAQs where the issue did not show up.  I then contacted customer service on chat.  

Chat InformationPlease wait for a Yahoo! agent to respond. You are currently number 1 in the queue. Your estimated wait time is 0 minutes, 1 seconds.


Chat InformationYou are now chatting with Daniella

Chat InformationYour Issue ID for this chat is LTK5390708990X

Daniella: Hi! Welcome to our Yahoo! Mail Live Chat service. I'm glad you've joined us.

Daniella: Thank you for providing us the details of your issue.

myles: This will all be saved and possibly put on my blog

Daniella: As I gathered,  you want to know why you're having problem utilizing the Notepad feature on you're yahoo! Mail account.  Am I correct?
myles: I have already posted some of my issue to twitter.
myles: Yes, all my notepad data is gone
myles: Not a lot of faith my saved emails from years are secure anymore either after seeing this.
Daniella: I see. Thank you for confirming.
Daniella: I apologize for the inconvenience this has caused you.  Rest assured that I will do my utmost best to assist you with this.
Daniella: The Yahoo! Account you’re having concerns with is: myles111us@yahoo.com. Am I right?
myles: Yes
myles: but I cannot access notepad data from my other email address tied into my websute
Daniella: All right. Thank you for confirming again Myles.
Daniella: Allow me a moment to check on this concern.
Daniella: Thank you for waiting.
Daniella: We were advised by the Yahoo! Notepad Team, in case we’ve received this kind of concern, to redirect it to them so that they could further check and troubleshoot this matter on their end.
Daniella: Let me help you get in touch with them through the link below:
Daniella: You will receive a notification through your mail/alternate email address once this issue has been investigated.
Daniella: Kindly wait for their email within 24-48 hours to give them time to check on your concern and hopefully find the immediate resolution to it.
Daniella: Again, our sincerest apologies for the inconvenience this has caused you.
Daniella: In the meantime, would there be anything else I can assist you with?
myles: You want ME to run around and deal with this issue? YOUR issue?
myles: Yes - YOU can assist me with THIS issue.
Daniella: Please take this up with them as they should be able to resolve your concern and answer any queries.
myles: Have a supervisor take a look at this link http://la-economy.blogspot.com/2010/11/at-so-wrong-is-every-way.html
myles: You folks are about to be next.
Daniella: I'm really apologize about this issue. But, the Yahoo! Notepad Team have the right tools to further address this concern you are encountering.
myles: The problem is simple and direct.
myles: OK ... I will contact them after being blown off by you DANIELLA
Daniella: I believe that's the only thing we can advise you as of the moment.
Daniella: I am really sorry this has been an upsetting experience for you.
Daniella: Is there anything else I can be of assistance?
myles: This dialog has been copied. I will be publishing. Looks as if you are now in good company with AT&T.
Daniella: Again, I am profuse with apologies for the inconvenience this has been causing you.
Daniella: Would that be all for now?
myles: I just sent the info to where you directed me.
Daniella: Kindly wait for their email within 24-48 hours to give them time to check on your concern and hopefully find the immediate resolution to it.
myles: I expect a delay and then a form letter as that is your degraded normal practice.
Daniella: Thank you very much for the effort.
myles: In the past your service and reliability was much better.
Daniella: Would there be anything else I can assist you with?
myles: No, and for the record, you assisted me with nothing other than passing off the problem and wasting my time.
myles: Thanks for nothing.
Daniella: You're most welcome.

To be continued.

12/8/11

This morning I received am email from Yahoo.

Hello,

This is an automated message regarding your recent request for
Yahoo!
Notepad
Customer Care support. Your message was received, and you will
hear back from us within the next 24 hours with an answer.

Thank you for reaching out to us. We look forward to helping you!

Sincerely,

Yahoo! Customer Care

Upgrade to a Safer Version of Internet Explorer 8

Download Now
http://yhoo.it/duCKHc

**Please do not respond to this message as no one will receive it.

As a side note, I do have Internet Explorer 8.  I also upgraded to their new mail system when it was released but fell back after finding features missing and many bugs.  There was no easy fallback to the prior version and I had to contact them.  Features such as calendar and notepad did not work anymore.  Seems as if their mistakes are now finding their way into older versions of their software.

I found the two lines in their letter that highlighted in red amusing in a sad sort of way but this is what was expected.

To be continued. At this time, no help, no information, no update and no fix.

Update from this morning via email:

Hello, 

Thank you for contacting Rivals Customer Care

I'm sorry to hear that your Yahoo! Notepad data is missing. 

We would like to thank you for bringing this issue to our attention. We 
have informed our engineering team. They are currently working to 
resolve this issue. We appreciate your patience while we correct this 
issue.

If you have any other questions or can provide further information 
regarding this issue, please reply to this email referencing this ticket
number: 5212348.

Please note that due to varying factors that go into resolving this type
of issue such as diagnosis, troubleshooting, and implementing the fix, 
we will not be able to provide an estimated time on when this issue will
be resolved. However, we do plan on having this issue resolved as soon 
as possible; and we appreciate your patience while we work on a 
resolution.

Thank you for choosing Yahoo! Notepad. We appreciate having you as a 
customer.

Regards,

Apollo 

Yahoo! Notepad Customer Care
Notepad General

For assistance with all Yahoo! services, please visit:

   http://help.yahoo.com/

New and Improved Yahoo! Mail - better than ever!

You have to love the lack of even the most simple regression testing on the most basic features these folks overlooked.  I spent two decades in Software QA.  Since I seem to have brought this issue to their attention it would be nice to be compensated in some manner.  Sure YAHOO are free services when it comes to searches and email but I do pay each month for my website and they do collect on the ads they sell which I see when logging onto many of their sites or applications.

So ... I will send another link to twitter on this post and perhaps one of the folks can contact me back via twitter and we can explore the concept of compensation for me finding the problem rather than their engineers.



 Yahoo! Customer Care 

@ 
   Please provide url after launch; page source information from Notepad -XX- page to the Support incident

 Yahoo! Customer Care 

@ 
   Do you see same issue on a different browser?

As a side note I had already reported earlier that this problem was on Chrome, IE8 and Firefox.


 Yahoo! Customer Care 

@ 

  Follow/DM your Yahoo! ID & we'll add you to the bug ticket that Engineering is working on.


My yahoo ID is myles111us - please keep me informed on this issue.





12/9/11


Some dialogue went back and forth on twitter late yesterday.  Yahoo asked for my yahoo ID to send me updates.  I have not seen an update as of yet but this morning I checked to find my data was back and the issue was resolved.


I had a twitter message from them at 10am.  The problem seems to have been resolved but their internal communication seems to have a few issues.  I sent them my Yahoo ID yesterday.  I received the reply below mid morning today.



Will do - here is the bug ticket # for reference: Ticket 5202651





The problem resolution was quite fast but I have a bit of an issue with the lack of regression testing on the part of the Yahoo software development team and the clear lack of QA.  


I have not been contacted as of this time about some sort of compensation for being the person to find this problem with their software.  The head of their QA department or organization should be docked a day of pay and send it to me as I performed their job.


If I am contacted I will post updates.

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