Thursday, September 21, 2006

YouTube Customer Non-Service Continues

On Tuesday of this I wrote about poor customer service at YouTube.

I responded back to their automated email which I thought would lead to a real answer.

What came back?

Account Questions:
Can I change my username?
Unfortunately, users are
unable to change their usernames. There is simply too much information tied to
each account. You may, however, sign up for a new account with the username that
you desire.
Can I upload videos longer than 10 minutes / larger than
100MB?
If you create your own content and are looking to share it with the
world, we invite you to join our Director Program (www.youtube.com/director), which eliminates the 10-minute time
limitation on uploads. The 100MB file size still applies, however.What if I
donÂ’t want to get emails when my videos are commented on, etc?
You can enable
or disab enable or disable YouTube notifications by navigating to your profile,
selecting ‘edit’ in the yellow box near the top of the page, and then ‘email
optionsÂ’ on the right. From here you can check/uncheck the boxes that you wish.
Click save and youÂ’re set!
How do I close my account?
If you would like to
close your account please go to http://youtube.com/my_account_delete. \nIf youÂ’ve had a
video removed or your account has been suspended and donÂ’t understand why,
please read our terms of use againa here, http://www.youtube.com/t/terms. \nFor all the parents
out there and users between 13 – 18 years old, please review our safety tips to
make sure you are safely using the service http://www.youtube.com/t/safety
.\nIf
none of the above information has helped you with your problem, please feel free
to write back to this response. Include as much detail as possible so that
we can attempt to recreate the issue you are experiencing. The more
information you are able to provide us with the better so that we can solve your
issue in a timely manner.",1]
);
//-->
If you would like to close
your account please go to http://youtube.com/my_account_delete.
If youÂ’ve had a
video removed or your account has been suspended and donÂ’t understand why,
please read our terms of use againa here, http://www.youtube.com/t/terms.
For all the parents
out there and users between 13 – 18 years old, please review our safety tips to
make sure you are safely using the service http://www.youtube.com/t/safety .


Yes, I realize the copy/paste was terrible, but again clearly nobody read my question. I'm going to email them again and elaborate on my simple problem of not being able to register my blogger account.

3 comments:

Anonymous said...
This comment has been removed by a blog administrator.
brian said...

Just so you know. Youtube is about 50 people right now and are moving offices and do most of their work on their cell phones for the past week or two because they are switching phone lines as they move to their new offices. With 100 million users viewing videos and only 50 people on cell phones...you can probably expect a lag in customer service.

Rob said...

Brian -

Reasonable situation, but you'll notice the responses make no sense. If they said, "Hey we are moving there will be a delay." I'd be fine. It's all about setting expectations. But clearly nobody is actually reading these things and trying to solve the problem. Their incentive is probably regarding how many emails they can send in a day.