CogBlog

In 1997 I co-founded COGBOX in with Michelle DeCol. Since then we've offered online marketing, web development and corporate and brand identity to a wide range of clients. Here I post thoughts and comments on search marketing, recent projects, and other things I find interesting.

Pet Peeve: Support Sites With No Phone Number

Published Wednesday, October 19, 2005 by chris | E-mail this post

I'm all for the paperless office, and I can understand the economic advantage to a software provide of routing support requests through their website rather than the phone. But, sometimes you actually need to speak to someone.

I've had a problem with a web analytics vendor of ours since Friday. It is a minor problem I'm sure, and one that a knowledgeable technician could fix in seconds. But, it completely prevents me from working with the account.

When you go to the support section of their site you are invited to create an email support ticket, which I did Friday morning. I had planned to work with this account on Friday, but they reassured me that they respond within 24 hours. They don't. And, when they did respond (this morning) the message was "It sounds like you are right about the fix, and I see that you were able to access the account". I wasn't able to access the account.

So now, when I go to call them their number is nowhere to be found. There is literally not one phone number on their site. I had to do a Google local search just to find their office number in a directory.

The sad part is, that I've been an evangelist for this company. I'm not even saying who it is now, because I'm hoping they come through before my opinion is completely soured.

Support after the sale is one of the most important considerations for a business software or software services buyer. Giving me no option but slow email is not support.

2 Responses to “Pet Peeve: Support Sites With No Phone Number”

Michelle DeCol on 5:54 PM

I agree whole-heartedly with this peeve.
It is something I've encountered, like many of us I'm sure, many times.

Most of these companies give off a very strong impression of 'don't bother me,' or 'you have to pay for the advice,' or 'you've purchased our product, now you're on your own, sucka.'

That's an especially nice feeling when you are an active customer, a recurring customer, an active virtual salesperson for their product or service, have gone so far as to PAY for extended service and support�only to be rebuffed the one and only time they've had to do a damn thing for you since you purchased from them initially.

It's an extra nice knife twist when the reason you need to contact them, or get some help, is a flaw with the product you've purchased.

Sorry, our phone number is top secret.
Oh, we only take SALES calls.
And other things I find super fun:

Using nothing short of ultra-Columbo-esque discovery skills, you are able to find a phone number. A real phone number. Hello, needle-in-haystack, I've found you. You call the number feeling pretty good about yourself and swelling with confidence that you've been able to get through the Great Support Wall of China. Only to be met with an on-hold sales routine describing all the myriad ways they can help, how much they love their customers, and ultimately directing you to the website for help.

The same website you went to in the first place, that was down.

The same website you went to, that couldn't provide a solution to your particular problem.

The same site that required your account login to get to the customer support section, when the problem is, your login doesn't work.

The same site that requires your password, when your password has expired, so you were directed via email to the website to renew your password. (And the courtesy email you received alerting you to your password expiration was a 'do not reply' email address. You try it anyway, yes, it bounces back).

The same site listing a page of helpful hints and FAQs that can help you troubleshoot. Yes, I am able to read a FAQ and appreciate the tips, and my particular problem is not addressed within said FAQ, thus my need for contacting you.

Have a question? send us an email.
Click the link, it takes you to the login page for service & support customers, and you cannot get into that particular section because of heretofore mentioned password and/or login difficulty.
Hey, this is getting fun! It's like a confundrum!

I know!, I say to myself, I'll try to find a real person's email, or a salesperson's email, or an online suggestion form, anything, and communicate to them. I know in my heart if someone knew I needed help using their product, they'd jump at the chance to help me! I draft my message-in-a-bottle, send it using these off-topic email ways, and wait for the rescue team to come.

Nothing. Okay, those emails are out at Support Sea.

No response. Ever.
Days past. New attempts are made. Bonfires are built. Flags are waved.
The phone number is tried many times, considering various time zones to get that perfect timing in. No breakthrough. Maybe the receptionist can help me?, oh, there's no receptionist, just a series of voicemail prompts.

One day, after many futile attempts, having been reduced to random button-pressing, you get to a real voicemail. Hallelujah! A small tear creeps across your cheek.
You have no idea if it's a relevant voicebox, but, no matter, this is LAND people!
So, you leave your S.O.S. message for this person, describing your plight, admitting that this may not be the correct voicemail, asking that your message be directed to the appropriate person and thank you so much!

Salvation is surely imminent.
You wait with the excitement and anticipation not unlike that portrayed in A Christmas Story.

Nada.

Ultimately all attempts, phone, email, web, and yes even letter-writing, fail.

You are driven to switch companies. You have to. You have to move on with your life and continue to conduct business. You need this tool.
Or this same tool from a competitor.

This is madness. Madness, I say.
If these companies truly considered the acquisition cost of a new customer; the life-time value of a current customer; the long-term gain and potential referral opportunities of happy customers�they would provide the best service and support available.
Instead, they incur all the real costs of advertising and marketing to us, getting our attention, and acquiring our business; only to cut corners on retaining that business.
And worse, eliminating that same would-be expense of new client or customer acquisition from their competition, by driving us into their arms through poor service.
Absolute foolishness.
Chris on 5:57 PM

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