I build stuff all the time. Sometimes it's just for me but most of the time, if I think the work I've done would be useful to others I open it up and share with others. For free. And a few of these projects have been very well received.
One such project I've shared is Ringerous. A simple tool that lets you blog to your Posterous site via a telephone call. It was the very first Twilio app I ever did after I discovered that lovely API. I use Ringerous on my own site and my family uses it on a private site. Very few people - 26 to be exact - have signed up to use it. It was never a company or marketed and it has its own share of flaws. Most notably those related to authentication in the Posterous API.
But it's there for others to enjoy. Like all the other projects I've shared, I try really hard to support it when I get questions. I've even added some features for a couple of users. The support part is really the most fun because I usually learn a lot from those interactions. Who doesn't want to make a product that delights people?
Then I got a trifecta of emails from a disgruntled person last week. I'm doing the only thing I know how to do. I'm sharing them. Because as much as people get pissed about poor customer service from AT&T, the TSA or the local cable company, there is such a thing as a poor customer. I won't say the world doesn't need them, but I will say that I don't need them.
Next time you want to "provide feedback", here's a playbook for doing it badly...
Email #1 at 4:53pm : User is clearly running into a sub-optimal implementation (on my part) for discovering the posterous site, but also fails to read the instructions on the site)...
My response was short and simple.
It's worth pointing out that there is no pink on that page. So you might need to check your monitor.Your loyal free service provider