- Ability to communicate issues or concerns in tickets properly. (Not: "hi my vps has error plz fix now")
- Does not create multiple accounts in the billing system to bypass/abuse coupon codes for single use / new customers only.
- Does not beg or plead to have you or a support worker change company policy to accommodate them.
- Reads the damn TOS/AUP (see above).
Those are the major things I can gripe about. If submitting a ticket to report an error, please do not delay the resolution of the problem by giving absolutely zero information on where the error is seen, how to replicate it, etc. Too many times has this been seen and it only causes further delays as the ticket awaits the customer's update on how/where they see the error.
The coupon code thing really bugs me. Creating multiple accounts in the billing portal to take advantage of advertised coupon codes that are for new customers only
should be something that is more strictly enforced. You'll often see an unpaid service in their main account, and that service was re-ordered under a new account with similar/matching details. I've seen people who has done this 5+ times and it's a pain in the ass when they request assistance and they don't know what account their stuff is under because they've created so many. That is when they should be merged to one and coupon code revoked and extra services should renew at normal cost. (Others may disagree with this, which is fine, but I don't like people trying to game or take advantage of the system)
Begging and pleading in a ticket I don't think really ever works. Please don't do it. If something is against the TOS/AUP, that is company policy, and this should have been known to you. No, no one should give you an exception to mine coins or do network 'stress testing' when it's specifically says this is not allowed in the TOS. You should not be rewarded and given an exception for your lack of reading, no, skimming the TOS for items that pertain to your intended use of the service.
I get that Terms of Services can be long and boring. Generally speaking, they're mostly the same. If you are using your VPS or hosting service for something that you know
is an uncommon use then for the love of god spend 2 minutes skimming a TOS. If you want to run IRC related stuff, just ctrl+f and search the page for "IRC" and see what it says about IRC... If you plan on running a game server, do the same. If you're just operating a normal website it's rare anyone will ever get hit with a notice about violating the TOS. When caught, do not big/plead for an exception as pointed out above.
I love Customer Service and helping customers out and take pride in doing so, but for the love of god, I have seen some horrible customers over the years who wanted everything for free and went through great lengths to 'game the system', who wanted changes to the company policy to be made for them specifically, who think cussing at staff in tickets are okay and who think that if it "is not illegal in my home country" that they can do it on the servers that are hosted in the USA by an American owned company.