[thelist] OT: Adobe doesn't want your feedback
Madhu Menon
webguru at vsnl.net
Wed Jul 31 14:13:01 CDT 2002
> 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
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