Clearly u have never worked as a service provider when you handle other peoples stuff there are allways going to be unhappy people yelling at u about things u can probably do nothing about yourself BUT u CAN NOT threaten a customer by saying either u do what I want or I will make sure your problem does not get fixed .. If someone would say something like that on a monitored call they would be out on their ass by the end of the day.
If hes a Paid employee of Cryptopia or not he is representing them when he starts telling customers that they will not get support or help unless they do what he sais that's pretty much blackmail.
I did read most of the discussion sure the User is beeing a bit of a dick but thats not the point .. he is a Customer and the Fing customer is allways right .. so as a service provider u look past all the insults or whatever u can NEVER get into a mudslinging contest or make threats .. cryptopia is managing Millions of other peoples money .. u Simply cannot do this .. the ammount of money 10 bucks is totally irrelevant.
I already stated that Lafu is not a paid employee. He is a volunteer moderator.
He escalated the issue to an internal channel that moderators have to talk with the staff.
I don't see him blackmailing at all. It was just a broken English way of saying I've tried to escalate this for you but if you continue being abusive it will affect this from being resolved. I have already stated that I don't agree with the words that were used and do not reflect the opinion of Cryptopia.
No staff member will deliberately slow the progress of resolving a support ticket and moderators have no control over the process. However - abuse and threats are not tolerated and can hinder the issue from getting resolved.
Lafu should have just ignored his comments on here rather than be baited by the taunts. Lafu is passionate about Cryptopia and despite having been told that bitcointalk is just a cesspool for trolls and scammers took offense and reacted when he was clearly being baited.
The Terms of use clearly state:
You must not use this site for fraudulent or other
unlawful activity or otherwise do anything to damage or disrupt this site.
Threats towards Cryptopia Ltd. Staff will result in immediate termination of all related accounts, including seizure of all on-site digital property.
These terms of use and any matters or disputes connected with this site will be governed by
New Zealand laws and will be dealt with in New Zealand courts.
Harmful Digital Communications Act 2015
Health and Safety at Work Act 2015
Employment Relations Act 2000
Summary Offences Act 1981
All relate to specific types of abuse and a legal requirement for an employer to protect their employees and volunteers from such abuse and threats.
I'm not sure in what country you live but
under New Zealand law it is illegal to be abusive in a workplace and in some cases it is a criminal offense to be abusive or threatening towards staff.
Abusive clients (including cursing) can legally be permanently excluded from business premises and refused service or in extreme cases even arrested for offensive behaviour.
New Zealand doesn't have a First Amendment which people can hide behind as an excuse for being unreasonably rude and obnoxious. The way this user has been speaking to staff and his conduct is not excusable.
Cryptopia staff generally don't go on bitcointalk at all and it is the only website specifically blocked on their trollbox chat. Social media is not an appropriate forum for support issues to be resolved.
It is clear that this customer has been particularly abusive in contravention of the terms of use.
Abuse is something that a customer can control. It is not an unreasonable requirement. If they can't control it then they should trade elsewhere.
The customer is not always right - it is a misconception. Here is why:
Businesses Have Limited Resources - Entrepreneurs are not omnipotent, neither are their employees. Most businesses, especially the fledgling ones, operate with limited resources including limited time, funds, and energy. Every business experience its share of grudging customers, who, whatever might be done to satisfy their needs, will continue to complain.
It Adds Misery to Employees - malicious, rude, snappy consumers - Cryptopia doesn't want their business.
Customers Are Not Omniscient - Customers are often upset because the products don't function the way they want them to. They can go to any extent and demand unrealistic even ludicrous things.
You Don't Want Every Customer - Not all customers are indispensable and businesses must accept that. It is better to let go of a persistently complaining and abusive customer who only end up creating stress amongst the employees. This is irrespective of the amount the customer pays for your product.
“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” ― Richard Branson
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