I recently bought a new version of an application that securely remembers my passwords and logins.
The problem is that it keeps crashing my browser.
I brought it to the company’s attention on January 27th. They claim to have fixed the issue five times, but this hasn’t been the case.
Their latest piece of advice came on February 21st – almost four weeks later:
I can see six main problems with this reply.
1) As a paying customer, I would expect their support to bother using capital letters in their reply.
2) They push the product as Chrome compatible, so I don’t like the ‘solution’ of using a different browser.
3) Why are they using technical terminology (reenterable calls) that I have no understanding of? Is this supposed to impress me or fob me off?
4) They ignore the fact that it is only their software that crashes my browser. Making me repeat myself is beyond frustrating.
5) The language is dreadful. This is supposed to reassure me?
6) I don’t want to read about it on the internet.
If my memory serves me correctly, I have been using their software for at least 8-9 years. That’s about to change.
Support is an opportunity to impress and retain customers. Bad support turns happy users into angry bloggers.
When software developers look at support requests as opportunities to impress, users respond accordingly.
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