helloworld15

He proved he wasn't clueless a few answers in the thread. But by that point that fact possibly bothered me even more. It was as if he was trying his best to be smoky and withholding information that could have proven to be relevant (hence the smartass comment I made. That's exactly the opposite of what a rep should do, i.e. trying to figure out how to help out.

It does, but multiple people also stated that the rep was clearly untrained in customer service matters, some agreed saying a straight now without trying to help isn't the right thing to do. After all the comments I do feel like I was 100% wrong with the tone and volume I chose. I just felt incredibly frustrated at the complete lack of interest in trying to help out.

At what point exactly do you think I flied off the handle? When I said their stance was terrible and that I was disappointed? Or after the flood of condescension that came my way?

This is what I don't get. People seem to genuinely think ego was involved. I was just blown away by how clueless the rep seemed (at first at least) about what I was asking. The condescension did the rest and I lost it.

It's a customer's right to say "I think this is terrible and I am disappointed" and I think that's miles away from telling anyone they suck.

I admit getting a straight no without any follow up as to how we could figure it out rubbed me the wrong way as that's not what a customer support rep should do.

When I got condescension on top of that I lost it.

If not letting a smartass condescend me all the way to home makes me a jackass, I'm happy to be one.

The rep could have simply explained their stance without the smartassery and I would have frowned, said thanks and moved on.

wget/curl as by far a last resort in this context, as unfortunately none of the companies I enquired care the least about this stuff.

It's not like these wget operations would happen in production, they would happen at scaffold time. But let's not bring this into the realm of whether I know what I'm doing or not.

Most of these plugins provide insular services in and of themselves (i.e. no code in the rest of the project relies on them for anything) so the only way the would break a project is by screwing up with the core software it self, i.e. WordPress.

Anyways - trust me I'd sign for a composer deal this moment, but if I can get a wget/curl url, an api endpoint or anything else over having to go through several webpages and downloading a zip file for every single plugin for every single new project I'll take that deal for the time being.

Customer service exists to help customers. At no point in the conversation I felt like the rep was making any effort to understand why I even opened a ticket with them.

Given the kind of products they sell I'd be surprised if requests like mine weren't surging.

I posted this here to figure out if my impression of the conversation was too biased, and it turns out that's actually the case. I guess in your book that's as self absorbed as it gets.

Hey, thank you for the feedback, I'm the author of this thread but I'm actually the customer, not the support rep.

I get behind every single point of your list. I felt like he just didn't care, and when I proceeded to point out I was disappointed and thought it was terrible of them to just slam the door in my face like that, I received an endless series of condescending remarks which made even angrier and caused my reactions.

I'm somewhat surprised by some of the answers in the thread but I did want other people's opinions in order to figure out where the real balance is.

I guess I still feel like I'm the one who's right, especially being the paying customer, but from everyone's feedback I should have kept the tone down.

I admit I really don't work well with condescension.