rogers continues to impress

Yesterday, after my message to Rogers bombed their comment page, I sent them a much shorter comment which read:

This is in relation to e-care order #XXXXXXXXX.

Since your system won’t let me post a long comment, please see this blog post, which I have also posted on Facebook and Twitter.

Thanks!

www.purplelara.com/2009/09/17/iphone-love-rogers-loathe/

Today I received the following email from Rogers:

Thank you for taking the time to write to us, we appreciate your use of online customer service. In your recent email, you have informed us that you have left comments on Face book [sic] and Twitter.

Unfortunately, we are not allowed to visit Face book [sic] and Twitter while we are at work. We would kindly advise you to reply to this email if you are having problems with our company.

This is my reply:

Thank you for your email. Yesterday when I used your Contact Us system I found it did not allow me to post a lengthy comment, and I had a lengthy tale to tell about the problems (plural) I have had with Rogers Wireless’ customer service.

I provided you a link to my blog, which is neither Facebook nor Twitter, and noted that I had ALSO posted the information to Facebook and Twitter.

Unsurprisingly, you seem to have missed the link entirely and missed a crucial word in my original message. That word is “also”. Here is the non-Facebook non-Twitter link again:

www.purplelara.com

At that link you will find a post called “iPhone = Love / Rogers = Loathe” which fully details my experience with your company.

The reference to Facebook and Twitter were simply to alert you to the fact that I am letting my friends and followers on Facebook and Twitter know about my experience with Rogers Wireless. I’ll be updating my site now with this further example of the wonderful customer service experience Rogers offers.

By the way, you may wish to let your web team know that it is extremely un-user friendly (and an example of bad design, bad coding and bad testing) to have your system completely bomb when a user submits a comment over the allowable length. The end result for your users (clients) is a complete loss of their (obviously long) comment, which is likely to frustrate them further. Some other options you may wish to consider are limiting the user from imputing characters over the limit in the first place, or providing a message which reads something along the lines of “Field is limited to XXX characters. Please edit your comments and re-submit” rather than allowing the overflow input and then bombing when the user attempts to submit the comment. Some routine testing could have found this defect.

Thanks for your time.

Keep up the good work guys.