Saturday, June 30, 2012

avoiding customers not good for business

I am becoming increasingly frustrated by companies that make it excruciatingly difficult or even impossible to file complaints or bug reports. The best way I have found of doing this so far is by calling, emailing or chatting with tech support but I am unsure if this is effective. The only company so far that has fixed a problem I reported via tech support is AllRecipees.com but they could have also fixed the issue due to low scores on the app for which I reported the issue.

From my experience working in quality assurance I have come to learn that many issues aren't annoying enough to enough customers (eg. doesn't impact sales significantly) for the development team to do anything about them. This of course raises support costs from people like me calling them to complain about my experience but most people will simply not buy a product from that brand again or limit their use of the product/service.

What's bizarre is that instead of allowing customers to report issues directly they instead purchase or create very expensive software to analyze publicly available information about their brand or product and then use that information to figure out what should be fixed. The issue with this is that most people aren't aware of this tactic, won't report issues if it's not going to get them anything and therefore won't post those issues publicly. Heck, I rarely do that even though I'm fully aware of how the game is played.