I’m sure I’m not going to make many friends by doing this but I have no other way of resolving it.

This is an open letter to the Anonymous Inbound Call Center Tech. who wrote to me last night complaining about the way this site conditions the way people use Acer’s call centres and fuels them with “exaggerated expectations ”.

As I have mentioned on numerous occasions this site is a channel for us (Acer) to talk to them (our customers) and vice versa, but also a place for them (our customers) to talk to them (our customers). The best way to start a community that cares about itself is just to get out of the damned way…

It’s a place that sits a little outside the normal Acer communication channels for the precise reason that it’s not an official site. Things that happen here aren’t governed by rules and regulations and the results are simply stunning.

Of course, I try to keep things under control and warn users wherever possible if they are going beyond their warranty limits but if/when they do, that’s where the forum steps in.

I don’t think any of us who participate in this site at any time have given anyone anything other than our knowledge, our understanding and a not insignificant part of our time and in my book that deserves nothing but praise (not to mention thanks).

Anyway, I’m publishing this letter for two reasons:

First, because I want everyone to know where I stand on this issue, how I think we (as a company) should behave and no, I’m not afraid to say it. The fact that everyone I’ve met who works for Acer agrees with me and shows it every day, not to mention the people who spontaneously contribute to this site also proves my point.

Second, because the email you sent was incorrect and so unfortunately I couldn’t keep this private. This is my only way of answering you.

Anonymous Inbound Call Center Tech wrote:
A posting of exactly what acer will support and assist End Users with might help aleviate frustration and exagerated expectations of your groupies when they call Acer tech support. I am assuming that you are aware of this scope of support as you alledgedly work for the same corp that requires that I stay within a well defined scope of support and rates a large part of my job performance based upon this as they do not pay me to do virtually anything that the people that read this blog call in for assistance on.

My answer to you is this:

Dear Anonymous Inbound Call Center Tech,

Thanks for taking the time to write. It’s great to hear from people on the same side.

However, before I go any further, let me address some of your points.

First who am I? Have a look at the About Me page. My name has been up there for the three years this site’s been in existence and I’ve been working for Acer for the past eleven. As far as I can tell, I’m the only one with the balls to defend Acer online from the inside. Want to take a shot at this? Be my guest.

I do not hide behind anonymity nor do I preach from up high. I merely take full responsibility for my words, actions and posts for the benefit of my employer and the customers who buy from us. If you don’t feel you have the courage to stand up and be counted then your comments, as constructive or as damning as you want them to be, fall on deaf ears.

You say you work behind a “well defined scope of support” and callers can’t understand why you won’t budge. You’re in the wrong job. If you’d like a comfy career where you can read off a list of things you can and can’t say and go home at 5 without getting your hands dirty then try the post office. If you can’t take customer issues that fall outside your jurisdiction to your boss to improve the quality of service you are there to provide then that’s another ballgame.

While I’m here, the fact that you’re prepared to call the – admittedly tiny – 60,000+ monthly visitors to the only site set up to help out OUR customers (aka the people who keep you in your job) “groupies” is the ultimate demonstration of your ignorance in matters of customer care. I can only hope for the sake of Acer (Tulsa, US???) that yours is a lonely voice.

I hate it when colleagues don’t see eye to eye but your viewpoint is way too far off the mark for me to take seriously.

If you want to collaborate, then I’m all for it. Send me these rules, your suggestions alongside your name and surname, I’ll get them OK’d by Vincenzo Grimaldi (look him up) and then I’ll happily publish them.

But if you expect me to tell people that you’re not prepared to help them out because their problem’s not on the list, and that this will “alleviate [their] frustration and exaggerated expectations” then I’m afraid it all ends here.

Michael Walsh