[thelist] OT: Adobe doesn't want your feedback

[Madhu Menon]

 > How do I know this? Well I work with a small customer service group (hey
 > they also specialize in "user experiences") and I am said person who
 > receives those types of messages from customer service. Guess which ones
 > actually make it across my inbox, and which ones are posted up on the
 > corkboard next to the water cooler for shits and giggles baby?

I can't believe I'm reading this. Does this company believe in its
invincibility? That it couldn't possibly make a mistake? And that people
who have problems with their site *must* be losers?

Or is it just the deluded customer service reps?

I've been the Webmaster of some large sites. I've been in a position where
I had to reply to hundreds of messages (sometimes thousands) every month.
Some of them were compliments, some requests for help in areas I had no
knowledge of, and occasionally real stinkers (like when the database was
down due for a while). As much as the stinkers hurt, I dealt with all of
them politely, assured them I was looking into it, and told me when things
were likely to get fixed. A real human answered each mail.

Addressing only messages that you "like" and discarding the rest sounds
like a really foolish "user experience strategy" to me. Does management
know about this?

BTW, my message to Adobe was factual. There was no sarcasm in there.

Regards,

Madhu

<<<   *   >>>
Madhu Menon
User Experience Consultant
e-mail: webguru at vsnl.net