LinkedIn Models BAD Customer Service

   July 15, 2014  15 Comments

Customer Service is now a tweet in winds of cyberspace.  LinkedIn demonstrates the new era of NO customer service and POOR customer experience.

Linkedhelp tweeted:

 

 1h

We’re waiting for your response to our email. If you need us to resend our email – let me know. Thanks! /Kat

 14h

Looks like we’re just waiting for your response in order to reinstate your account. Reply to the ticket directly. -STH

 View conversation

 

I sent  my response from my ipad to Selma.  I resent it to Kat this morning (7/15/14).

Does  Linkedin  model the new form of  #customerservice and #customerengagement?    If so I think it sucks!

I do not feel like an ally  (as touted in the post below) or a valued customer of LinkedIn.  The following article touted   by LinkedIn should first be read by LinkedIn and its staff,  then  principles applied to LI customers (defined as  users of LinkedIn).

 Please heed these words from the article:  “You can’t build a trusting relationship on a foundation of dishonesty and self-deception.”

Restore Trust at Work with These 3 Words

http://blogs.hbr.org/2014/07/restore-trust-at-work-with-these-3-words/

***

My response to Selma (sender of LI email)  at LinkedIn :

hi Selma,
I am not aware of any content that violate LI professional Community Guidelines.   I am aware of harrassment by others.  In the past, my complaints were not addressed.
I would like to know m accuser because this person harasses me by making unnecessary complaints.  The content of my blogs and post is no different than opinions of others that are offensive.
I was called a black sloth on LI without response from LI when I expressed concern.
What happened to innocent until proven guilty.  Your letter suggest  I am guilty b/o the accusation of an unknown person and I should apologize.  I will not because I did nothing.
LI’s action was uncalled for.
Sent from my iPad
On Jul 1, 2014, at 3:15 AM, “LinkedIn Customer Support” <linkedin_support@cs.linkedin.com> wrote:
Image
View this ticket on our Help Center

Subject: Account High Restricted [140630-009702]

 
LinkedIn Response (07/01/2014 02:15 CST)
Hi Angela,
We’ve recently received a complaint about some inappropriate content you’ve posted on LinkedIn. Posting content that is meant to harass or abuse another person is in violation of LinkedIn’s Professional Community Guidelines https://help.linkedin.com/app/answers/global/id/34593/ft/eng./track/AvPYXArCDv8W~am3GlMW~yJJz9UqBi75Mv95~zj~PP_w
Further, it is not OK to use LinkedIn’s services to threaten violence or property damage, or for hate speech acts, such as attacking people because of their race, ethnicity, national origin, gender, sexual orientation, political or religious affiliations, or medical or physical condition.
Your LinkedIn account has been suspended, pending your response stating that you’ll adhere to LinkedIn policies from this day forward.
Regards,
Selma
LinkedIn Trust & Safety
Member (06/30/2014 13:14 CST)
Why has my account been restricted? What is going on?
? Would you like to learn more about how to harness the knowledge and expertise of your LinkedIn network?
Search for answers to common questions on the LinkedIn Help Center.
Visit our LinkedIn Company Page and our Facebook Page.
Check out our New Features Blog and follow us on Twitter®.
© 2014, LinkedIn Corporation. 2029 Stierlin Ct. Mountain View, CA 94043, USA.
Privacy Policy | User Agreement | Copyright Policy

***

Observations:

After the above  correspondence that started last evening, the following was   the  Email Response  from LinkedIn this morning.

LinkedIn re-sent the same email without LISTENING or responding to my concerns.  Failure to Listen is one of the biggest pitfalls of businesses that  eventually FAIL.

 

LinkedIn wasted  my time and theirs by sending the same letter, knowing I received it and responded.    Either kick me out of LinkedIn permanently or unlock my account.   I committed no violation.

 ***

 

 An example of Failure to Listen: LINKEDIN Re-sent the same email after our  Customer Support Tweets

Image
View this ticket on our Help Center

Subject: Account High Restricted [140630-009702]

 
LinkedIn Response (07/01/2014 02:15 CST)
Hi Angela,
We’ve recently received a complaint about some inappropriate content you’ve posted on LinkedIn. Posting content that is meant to harass or abuse another person is in violation of LinkedIn‘s Professional Community Guidelines https://help.linkedin.com/app/answers/global/id/34593/ft/eng./track/AvPYXArCDv8W~am3GlMW~yJJz9UqBi75Mv95~zj~PP_w
Further, it is not OK to use LinkedIn‘s services to threaten violence or property damage, or for hate speech acts, such as attacking people because of their race, ethnicity, national origin, gender, sexual orientation, political or religious affiliations, or medical or physical condition.
Your LinkedIn account has been suspended, pending your response stating that you’ll adhere to LinkedIn policies from this day forward.
Regards,
Selma
LinkedIn Trust & Safety
Member (06/30/2014 13:14 CST)
Why has my account been restricted? What is going on?
? Would you like to learn more about how to harness the knowledge and expertise of your LinkedIn network?
Search for answers to common questions on the LinkedIn Help Center.
Visit our LinkedIn Company Page and our Facebook Page.
Check out our New Features Blog and follow us on Twitter®.
© 2014, LinkedIn Corporation. 2029 Stierlin Ct. Mountain View, CA 94043, USA.
Privacy Policy | User Agreement | Copyright Policy

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3.  Anonymous Idiots Tell Linkedin – Account High Restricted

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4.  Update: Officially Withdrawn from Harvard School of Public Health
http://failuretolisten.com/2014/06/30/update-officially-withdrawn-from-harvard-school-of-public-health/

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Author: Angela Grant

Angela Grant is a medical doctor. For 22 years, she practiced emergency medicine and internal medicine. She studied for one year at Harvard T. H Chan School Of Public Health. She writes about culture, race, and health.

15 thoughts on “LinkedIn Models BAD Customer Service”

  1. Claude Boulet
    http://lnkd.in/bSNpVTh feel for you Angela RM Crane, M.D. When it doesn’t make sense ask for a dollar?
    LinkedIn Models BAD Customer Service
    LinkedIn Models BAD Customer Service
    failuretolisten.com
    Customer Service is now reduced to tweets in winds of cyberspace. LinkedIn demonstrates the new era of NO customer service and POOR customer experience. Linkedhelp tweeted: LinkedIn Help ‏@…
    Like Comment (1) Share 1s ago
    Claude Boulet
    Claude Boulet I know its hard plugging but keep at them.
    Less than a minute ago

    Hello Angela. You can do it. Concede somewhat, live it all.

    Reply

  2. I did try my LI account yesterday, and I am indeed unblocked.

    Should it have taken a plan of attack? to unblock my LinkedIN account? NO, but I am pleased it was unblocked without me bending over and signing off to guilt.

    I tweeted Reid Hoffman, and I know Claude and others helped tremendously…Thank You

    I will share my response to LI latest email that provides a tad more detail about the complaint.

    I thank everyone for their support–eyes and ears–you read and listened to my rants.

    -Angela

    Reply

      1. Hi Angela,

        How are things?

        I must admit this was a rare opportunity and rare moment of creativity on my part. Who better to take your complaints seriously than the founder himself and Reid Hoffman did.

        However, my schedule no longer includes Linkedin so I will have to transition gradually….. right now I am busy….Further….the trauma. hehehehe

        Reply

        1. Yeah, I tweeted to him too. He never responded so not sure he acted but BBB did and LI sent me a response with the BBB note below it so they got that. Not sure is Reid even reads his tweets… but glad you got your self unblocked! I am actually proud of you for standing up for yourself and not being concerned about pissing others off! Tap your shoulders for me please! 🙂 I am doing great! I am busy fighting the medical system. These guys stand up for themselves like hey were to unzip their twins if they said “bad boy” to a hospital! I got a skilled nursing fined now twice, caught a PA practicing without license, etc. So one in the dust several times over… but 4 more hospitals to go and 15 docs, 2 pharmacies, and 1 nurse in addition to the PA and the place that got screwed. Is it taking all my effort and energy to see this through! Not able to be active in much. Also, my migraine book is now taking off and people are recovering like magic… so now I am getting a lot of FB comments from new starters on how to and what. Many people have already dropped all drugs and are biking their lives away without a single migraine. I tell you; I am hated by the industry! But I love it! 🙂

          Reply

          1. Yeah, he is too important to respond directly, ,,,but LinkedIn Help immediately appeared on Twitter requesting to be of assistance to me. And then again the following day when my account still was not unblocked. At that point I became a bird tweeting Reid Hoffman, Harvard Biz Review and LinkedIn help incessantly.

            I thought the matter resolved; clarity at last but, unfortunately, that was not the case. LinkedIn decided to take down my post, “Stand your Ground” To take post down today makes no sense Claims not related to work. Police officers are workers and their victims also.

            I do not like the games played on LinkedIN. Clearly, I am not a valued member and I promised never to do business with people who do not value me.

            Reply

            1. I agree! I fight with tooth and nail. Read my latest blog on what I discovered about brand name versus generic drugs… I went into the chemistry… wow…

          2. You have a lot of work ahead of you; you are committed and will accomplish.

            Oh I think Reid Hoffman is a nerd and reads what he tweets. He and Harvard Biz tweeted about a lens through which to view employees as allies. I asked if customers were allies on LinkedIn. I also explained I could not read the article being discussed because LinkedIn blocked my account so I had no access. LinkedHelp showed up but did not read and kept asking the same question.

            Would not respond as to exactly what was offensive. Workers and their victims of law enforcement are not count as workforce according to LinkedIn and their valued members.

            In addition, LinkedIn offered No explanation as to how blocked members accessed my account.

            How can I put my trust in such a business? I could be locked out at any moment by anyone without warning by LinkedIn. Why would I trust business contacts and information to an unreliable platform?

            I am dissatisfied and will take my business elsewhere. LinkedIn did not even honor a simple agreement for 24 hours:

            The following day I continued to tweet linkedHelp, Reid Hoffman and Harvardbiz. the latter (harvard Biz) may explain my issues with LinkedIn By morning my account was unblocked. This morning they made a unilateral decision I gather in concert with valued members to remove my post,

          3. stand your ground

            4. http://failuretolisten.com/2014/06/28/please-stand-your-ground-get-armed/.

            Now I may have responded to this already ….hope I was consistent.

            Reply

            1. If we could get most LI users to “strike” and dump their accounts, LI would have to close its doors. They are a public company. We can always blow the whistle since they live off of us.

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