Hack the Hood

Initial Business Response /* (1000, 5, 2015/12/17) */
*** *** signed a memorandum of understanding this past summer with a tech education non-profit, Hack the Hood, so youth in the program could build we a FREE web site as part of their trainingThis web site was completed and published
live and all passwords *** controls were passed ** Ms***
However, Ms*** lost the passwords *** needed more support so she emailed Hack the Hood staff for supportOne of the staffers she was emailing was no longer with the company, but all others she emailed responded promptly (not on Sunday, when she often emailed, thought) and attempted to help her with her issueNot only did our team spend several hours working with her on resolving her problem, we introduced her to a dedicated customer support resource at weekly who worked on her problems and resolved them
Ms*** statements that she paid for a domain she could not access are not true; she bought domains and could not tell the difference between then, something that Hack the Hood had nothing to do with
Furthermore, her statements that Hack the Hood and Weebly refused to help her are untruewe can provide multiple copies of emails and transcripts to support our truth
Finally, we worked with Eeebly to transfer her domain to her sole and complete ownership, as she finally requested
Ms*** was a rude client, who was rude to the youth she worked with and to the team at our non-profitSince taking her on as a client, we have developed a new screening process so that people who have her attitudes and want immediate turn around within an hour understand that working with a small non-profit as a free service is not a good fit for their demands
Happy to supply the MOU, and the transcripts of all the emails from our team, Ms., *** and the very patient and accommodating Weebly customer service staff if you would like to see them
Sincerely, *** *** CEO
Initial Consumer Rebuttal /* (3000, 8, 2015/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to see the proof that I have been rude to anyone at Hack The HoodI will be the FIRST TO APOLOGIZE for any rude behavior I have displayed
My only goal in contracting with HTH was to obtain a website that would bring attention to my businessThe lack of attention or concern shown by HTH to making sure this goal was met was of great concern to me
I expressed to all involved, that it was not just important to build a website, customer service was also importantThe administrators of HTH is who I hold accountable for the lack of professionalism I recieved from HTH
Also, HTH refused to give Weebly authorization to access and control my Weebly accountan account that I paid forIt has taken me over months to resolve this issue
Anyone would become frustrated after reaching out to over 4-HTH staff members and having them either not respond or respond and say "I no longer work with HTH"As the director *** *** has the obligation of making sure that any resolutions presented by the customer or resolved professionally and satisfactorily
If it is rude to request resolution to something that is going to bring attention to my organization, than I guess I am rude
Also, the Weebly representatives forwarded an email to me that was written by *** *** defaming my character to WeeblyThis to me is not reflective of a company that has as a goal of providing professional and efficient service
Just because it is FREE and just because they are students, DOES NOT MEAN THAT STANDARDS SHOULD NOT BE IN PLACE
Final Business Response /* (4000, 10, 2016/01/03) */
This is a response to *** *** from Hack the Hood CEO *** ***
The client says that standards should be in place for Hack the Hood web sites, even if they are free student sitesWe agree 100%; this is the first time since we started building web sites in 2013and our youth have built more than 250that a client has behaved in this manner
Ms*** says she was not rude; our student felt she was, and I experienced her as way overstating the facts (we refused service (not true), etc.) but this is subjective, isn't it? It is true however, that perceived rudeness is not an appropriate reason to complain to the Revdex.comWe valued Ms*** as a client and worked through all her issues and problemswhich started with that fact she had registered two domains and confused the passwords *** permissions for bothsomething we had nothing to do wishe got a good result in the end, despite the threatening angry tone of her communicationsFurthermore, she says" Also, the Weebly representatives forwarded an email to me that was written by *** (name withheld) defaming my character to Weebly"
This is inaccurate and again, shows we were trying to help her, not "refusing" as she states
Hack the Hood is committed to serving small businesses, but Ms*** has been a difficult and contentious client who we all have worked with patientlyFor the record, this is the part of the email our service rep sent internally as the two teams were working to serve her account that she says "defames her":
"Thank you for working with *** to grant her access to her accountI've been working with her for the last few months and understand her to be a pretty reactionary clientFrom what I have gleamed from this conversation thread, it seems like she now has the tools she needs to edit her site and remove HTH name."
We have resolved all the issues with her that she brought as problems for Hack the Hood and Weebly to fix, and wish her all the best
Final Consumer Response /* (2000, 12, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I ever wanted was to resolve the issueHTH customer service should definitely be revampedIf you start a project, you should finish a projectIf you are training students, train students to have the mindset that the customer is always right and to FOLLOW through, no mater if you don't wish to work with the client are notI should have never had to go through what I went throughI hope no one else does