Alternative Tentacles Records: Message About Customer Service Issues – M.I.A. LIVE
Addressing Customer Service Issues
Dear Valued AT Fans,
It took longer than any of us would have liked, but our extreme failures in providing timely customer service have finally bubbled up to flood across my desk. First and foremost I want to apologize for my failures as the Chief Tentacle here at AlternativeTentacles in not realizing this failing sooner, but also want to assure all of you that we are taking immediate proactive measures both to improve the quality and timeliness of our customer support and to make sure that when things slip like they have recently that it’s not a matter of a buried inbox that one person is staring at in a private state of rising panic.
I also want to make it clear how much I appreciate all of those who have brought this up, sometimes multiple times, because without your dedication to seeing things improve it might have taken even longer before I personally realized we had an issue. Since taking over as Chief Tentacle in 2023 I have led us down a road focused heavily on increasing the amount of records we’re pressing every year, with a specific eye towards restoring access to our back catalog. As a direct and entirely foreseeable consequence of this we have done more business and had a substantial increase in the sheer number of customers contacting us across all platforms and our historic infrastructure (one person, doing multiple jobs, one of which was single-handedly responding to all customer contacts) has not kept up with the growth we’ve started to have and hope to maintain.
Our goal is to ensure that any customer service emails, social media comments, or any other channel for reaching out is responded to as soon as possible. Starting next week, you will be able to expect a response within one or at most two business days. As a strong believer in transparency, and to try to earn back some of that trust we may have, very reasonably, eroded, here is a detailed breakdown of our plans to revamp our customer service to ensure that y’all get the answers you need quickly, efficiently, and accurately:
M.I.A.
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