Last week I wrote a blog post about a terrible customer service experience I had dealing with Yahoo! Answers.
On Friday I received an email in my Yahoo mailbox telling me my Yahoo! Answers account had been re-activated. I then received a call from a woman named Melinda, who wanted to talk about what happened with my Answers account and the blog post I wrote. Turns out that an executive read my post, and asked someone to reach out to me. He also personally wrote me to apologize about the appeals never getting responded to.
Melinda was extremely professional and explained my account banning was a combination of things that happened in a small same time frame; some being my fault, some being others. It also turns out the death loop of sadness I got caught in with their email system was a bug. They unblocked my flagged answers and gave me my points back (I have no idea why I need the points so much; apparently the gamer in me has to be competitive on every level, including life advice over the internet).
Yahoo! turned my terrible experience around. Taking the time and resources to look into my issue, making a phone call, and writing an email to reassure me that they were looking into the larger issues was the perfect way to handle it. My theory about Yahoo! Answers being a self policing social experiment were totally wrong; though I never did ask how they got my phone number… so maybe my robot theory was slightly right, just not the evil part.