Monday, April 5, 2010

15 Years of Pobox: Memorable Customer Service Requests

Not to toot my own horn, but I think Pobox Customer Service is great. I'm so proud to be able to work at a place where, by and large, we can actually help people resolve the issues they're having, not just give them canned responses or read off a script.

We think customer service is so important that virtually every staffer, no matter what job they've been hired to do, spends their first week doing email customer service. It helps new staffers get an idea of who you guys are, what you think is important, problems that people are worried about, areas of the service that need improvement, and the kinds of areas people are interested in us spending more time on.

That being said, because so many of you use your Pobox address (or URL!) for your own businesses, we get more than a few customer service questions or complaints about services we have NOTHING to do with, like the time we were asked for a refund for our guinea pigs. We've been told our kittens were insufficiently cute (I forwarded that one to the kitten cuteness complaint department), and our muesli lacks the requisite number of sultanas. We've been asked for help rescheduling people's travel plans, and for processing returns of products too varied to mention.

It's not all complaints, though! We've also gotten requests to join our band, from piano players in the Ukraine. He may have actually been looking for this band, but it did spur many a discussion about what instruments we would all play. Thankfully, Rock Band came out, and only our friends and loved ones have been subjected to the stylings of the Pobox house band.

There are many support emails that have stood the test of time, but one in particular is frequently cited in tales of Pobox CS history. I have reprinted it below.


So, remember, if you're on Galveston Island, beware the invisible punch!


  1. The quality of Pobox Customer Service is one of the major reasons which made me subscribe. During my trial period, I thought that if a CS was able to answer any of my concerns in less than 8 hours every time, I could definitely trust them for a lifetime email.
    Christophe, happy Pobox customer for 12 years.

  2. From one angle, it's silly, but from another angle. . . would you laugh at someone describing his cancer symptoms? Mental illness destroys lives and families, too.

  3. Thanks to, I have had the same email address since 1997. They have the BEST spam filters on the planet, great customer service, a fair price, and best of all, it REALLY WORKS! Thanks Pobox!

  4. Yes, thank you! The customer service has always been excellent, the spam filters work, and better yet, you can configure them. In my opinion "fair" is not the right descriptive for the price. I prefer "too low." This is one service I really don't have to worry about ... EVER.