Yahoo! Turning a Bad Customer Service Experience Around

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.

23 thoughts on “Yahoo! Turning a Bad Customer Service Experience Around”

    1. Sadly, it seems like it after hearing some other friends horror stories who have had also issues with them. I know they were going through some crazy stuff internally for awhile (I think they had a bunch of CEO’s in a short time frame and sounded like some serious drama behind closed doors), and are focusing on getting back onto the customers good side. Hopefully they’ll be able to get it together and climb back up the ranks in the search engine world, partly because I have a hard time taking anything with the name “bing” seriously.

    2. Yes are you just bragging about how your particular blog post, on the off chance, just happened to be read by an executive? So you actually didn’t describe turning anything around… All you did was verify the fact that Yahoo customer service sucks and you have to start a ****ing blog to get any resolutions! Great job! A nice gloat but a worthless article taking up internet space. FAIL.

  1. yes i am having a hard time with yahoo now. Cant get into my yahoo email. there help pages are a endless loop. No way to email them i have tried to call there help line many times.. after waiting forever it just hangs up on me. starting to get really frustrated…

    1. This same exact thing is happening to me right now. They are horrible. I wish I had never set up a yahoo email account. They closed my case as “resolved” but I still can’t login and they referred me back to the number I called and had issues with in the first place.

      1. If you have a yahoo account, “abandon ship” is my advice. I and my wife were both forcibly locked out of our account, coincidentally the same day. I was unable remember my security questions from OVER 10 years ago and the backup e-mail address I had was closed long ago so I was unable to reset my password. Admittedly, honest failures on my part. After speaking with a CSR, begging that they at least try to help, they advised that there is nothing they can or will do – even though my phone still shows me logged in and I can still access my Flikr account and I offered to freely inform them of the last activity in my account, to prove I was the owner. I begged them to look at the access logs they claim to be able to see and verify that I am coming in from the same IP address as before. My phone even thinks it is still logged in – it just can not access my e-mail account because they locked it – why? No explanation from them. Their response? You lied about your security questions. Because I can not recall something I typed over 10 years ago and forgot to update my backup e-mail address – I am guilty of violating the terms of service and 15 years of my digital life is *shrug* closed to me.

  2. Been with Yahoo for years, but now my Yahoo email is going from bad to awful. And there’s no way of reaching Yahoo for help at all. To top it all off, their feedback page no longer works. I am self-employed and rely on my Yahoo email for my business, but will soon have to switch. Which sucks; I have to contact all my clients to let them know, and I have to pay for new business cards.

  3. Finance message boards are infested with those attacking others, profanity, stalking, mass deletions of posts via our post history, etc.
    Several long time posters have contacted Yahoo through their Customer Care and Feedback Forum to alert them of the situation. They DID correct the deletions of posts (sometimes months at a time AFTER the hacker/thugs warned us they would do it) after begging for help for 4 months, thank goodness! However, many of the thugs have multiple id’s, they talk to themselves, make all sorts of accusations, have spammed the solar boards @ times up to 200 times a day with personal attacks so you cannot read current posts on stocks. If they decide they don’t like you they will also hit the abuse button in order to get you banned from Yahoo! We have contacted Customer Care and Yahoo Security…they do nothing but ask you to repeat the issue…going on 12 times now. This has been going on for close to a year now. It’s like the Crips or Bloods moving into your neighborhood and spraying graffiti all over the place and nobody does a thing to stop it.
    I’ve had it with Yahoo, and yes I pay for my email service after it was hacked several times, funny, haven’t had that problem since. Surprised their stock is above 1.00 a share, seriously. What a joke this company has become. What a shame.

    1. I am moving away from yahoo! altogether. I have warned them on the break-ins, then hear reports on my accuracy to the fact, months later. Seems that they did not want to check into it (sheer laziness).

      Since I have set up the new “non-yahoo!” accounts, no spam since. I am also not getting yahoo! chat garbled adult “fake” site chat spam. That was also a never ending battle, of jumbled letters, from foreigners attempting to break in through chat.

      Yahoo’s lack of security, lack of caring for consumers and the point grabbers in Yahoo! Answers (who comment and get points on questions, by voting for themselves as best answer), made me go elsewhere… and it was not Google or MSN/Outlook. I still get free emails, customizable email addys, etc.

      I think it’s a shame that the public stockholders are so blind to the customer experiences that move consumers away to other services.

      I know I can pay for services, such as a former President’s name, for an email address. However, paying is not a guarantee of security or even good service. I have also heard horror stories on paid email sites too.

      Point being… Yahoo! is acting like they won a J. D. Powers and Associates award. This is the exact treatment that I have seen with those award winners. I have seen the same thing in Insurance company dealings, to HP Customer Service. Both were J. D. Powers and Associates award winners… and got complacent with their services. The same exact behaviors that Yahoo! is committing.

      Yahoo no longer has the power to change my customer experiences.

  4. Came here searching for way to contact yahoo regarding Error 45 where I can no longer read emails. Error message says: “Sorry we’re having problems loading this message. Please view our help site to learn how to contact us to report this error.” I go to the help site and it says to click on the Contact Customer Care link…which I do…and get another failure. I started with Yahoo! in 1992…3? and am so sad to see how far they have fallen. I used to be a Plus customer…but the service was so bad then that I just stopped being a paying customer…what’s the point? Sad, sad, sad 😦

  5. Yahoo answers suck. I got ban for no reason, and when I asked the customer support to explain my ban, he/she/it just copy + paste some crap. Like seriously?
    As Mikel said, “Yahoo’s lack of security, lack of caring for consumers and the point grabbers in Yahoo! Answers (who comment and get points on questions, by voting for themselves as best answer), made me go elsewhere…”
    I am done with Yahoo. It is doomed to fail.

  6. Yahoo Finance head of product, Emily Jipson, I have used Yahoo Finance for many years. I have had my portfolio “erased” many times and my account deleted many times for no explained reason. I have also had many issues with Yahoo and how much control they have on their own products. For this to be understood, all one has to do is go to Yahoo Finance/DUK/message board and read the posts there. ONE person posts daily, 15 posts a minute, title only with no content, changing his post name by adding a number to it for the last year with hundreds of abuse reports. Yahoo can not even stop ONE denial of service attack at the IPS level, so WHY would we TRUST yahoo for anything at all. Emily Jipson, you are either a figure head with NO control, or, totally ineffective in your job. I suspect both. NO, you can not have my “REAL” account information. You can not control your product, at all.

  7. I have been tying to get in touch with them for two weeks now via email and telephone, no avail! I have a simple sign in problem where my account was hacked, unfortunately it will not allow me to change, I was told by ‘Apple’ that Yahoo. needs to reset it! Cannot get thru to tell them! frustrated!!!!!!

  8. As I read this about them turning their customer service around its a jokr I’ve called 5 times every time I hit the 45 minute Mark of no one answering I get dis conected yahoo is a damn joke

  9. I HAD ONE OF THE MOST WORST TIMES TODAY WITH YAHOO/CUSTOMER SERVICE TODAY. I CALL THEM BECAUSE I DO WORK OUT OF MY ACCOUNT AND TODAY WHEN I GO IN I CAN’T GET IN THEY SAID I WAS HACKED AND THAT THEY WOULD HELP ME IF I WAS TO BUY THIS HACKING SOFTWARE AND SAY IT WAS MY FAULT THAT MY ACCOUNT WAS HACKED THROW THEM AND WHEN I ASKED TO SPEAK WITH A MANAGER THEY TOLD ME THAT THEY WOULD HANG UP ON ME THAT I DID NOT NEED A MANGER WILL I CAN’T BELIEVE THAT AFTER MY LONG YEARS WITH THEM THAT THEY WOULD TREAT ME THIS WAY BUT SOMEONE PLEASE MAKE ME UNDERSTATE WAY

    1. Heard exact same thing after my service provider was hacked. I wanted to change password. Was told pc contaminated & there would be a charge! A charge 2 change pass word? How exactly is that fair>>

  10. It can happen that you have added yahoo by mistake on the list of the antivirus software for blocking that you have installed. If so, remove it from the block list and the trouble would be solved. Or else you can also call the yahoo customer service number for sorting any such trouble in no time.For More Information: http://www.email-customercare.com

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