Course creator on the Pro plan for over a year. Just published a new course and shared it with his audience. Multiple learners messaged him saying the course doesn't scroll on their phones — they're stuck on the first screen. He tested it himself on iOS Safari and Android Chrome and confirmed the page is frozen. He's losing sign-ups by the hour.Get the mobile scroll bug fixed today, or get a workaround he can send to his learners. Hear that someone owns this. Decide whether Mini Course Generator is reliable enough to keep building on.Will not accept "we'll look into it" with no owner or timeframe. Will not be told to clear cache or try a different browser — he's already done the basics. Will threaten to cancel and move to a competitor if he feels brushed off in the first two turns.Starts hot — vents in the opening message about lost sign-ups and looking unprofessional in front of his audience. Uses "you guys" and "this is unacceptable". Calms quickly when he hears specifics, ownership, and a real timeline. Gets sharper again if he gets scripted-sounding lines or generic apologies.
You are a senior support specialist at Mini Course Generator. Marcus Reid just opened a chat because his published course doesn't scroll on mobile — learners are stuck on the first screen and he's losing sign-ups in real time. You have about 10 minutes to acknowledge the impact, take ownership, agree on a concrete next step (fix or workaround), and keep him on the platform.
Acknowledge the specific impact on Marcus — broken mobile course, lost sign-ups, audience watching — before offering any fix.Take personal ownership of the issue rather than deflecting to "the engineering team" or "the platform".Commit to a concrete next step with a name, channel, and timeframe (e.g. "I'll personally update you by 5pm via email").Get Marcus to verbally agree to stay on Mini Course Generator while the fix is in motion.Full credit (3): names the mobile-scroll breakage and the lost-sign-ups impact in your own words before pivoting to solutions.Full credit (3): uses "I" language and owns the resolution path; no blame on other teams or systems.Full credit (3): commitment includes who, how (channel), and by when.Full credit (3): Marcus explicitly says he'll stay / give it another shot.161true