Here is an example of why I hate customer support at large companies. I recently visited GameHouse’s website to inquire as to whether they’d be interested in selling Insectoid on their site. After finding a Contact page, I was taken to a Business Development form, which I filled out. Upon hitting the Submit button, it stated in bold red letters “Please fill the form correctly.” No explanation of what was wrong. No matter what I tried to do differently, the form would not resubmit, and on top of that, would erase itself each time. I tried several times, on both the GameHouse site and on RealArcade’s site, with no success. Even tried a different browser.
I contacted GameHouse email support. They told me I could write to their physical mailing address or call them on the phone. I tried the phone option. The support representative on the phone gave me a support email address I could write to. Today I wrote to that email explaining everything that had happened, and the representative referred me to the “Contact” page I had started with in the first place! (Apparently ignoring everything in my email about how their Business Development form was not working, or else being so ignorant of the site that he didn’t realize the Contact page lead one to the Business Development form I had mentioned.)
This is why I hate dealing with “customer support” at large companies. And one good reason why I vow to never treat my customers in the same manner. Every support email written to ActionSoft gets a personal reply directly from me, often the same day, dealing with exactly the issue raised. Rather than getting a reply from someone who is unknowledgeable about what you are asking about, and only prepared to give scripted responses.