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If you have a contact form, answer it...

By Mauricio Freitas, in , posted: 11-Dec-2007 11:33

Sometimes I hear people comments such as "but I filled their contact form"... It really doesn't surprise me how companies have "contact us" forms but don't bother answering questions.

A lot of companies (and for some time I had a list of those) have nicely designed websites with beautiful description of their services, brilliant pictures of their products - but they simply don't have anyone who cares to answer questions posted by web visitors that fill the "contact us" forms.

My latest experience? ALK Technologies gave everyone of us attending the Mobius 2007 in Amsterdam a copy of CoPilot 7 for Windows Mobile. It works really well, and I installed it on my Pocket PC to find my way around the city.

But when it comes to answer a simple question I posted through their support contact form... The whole "great software" thing comes down to pretty bad service - and still no answer to a simple question.

When I started Geekzone I sent an e-mail to a technology company with offices in Australia. The e-mail had a Delivery Notification request. I received twenty five notifications - and no reply. That's right. I had the entire office structure, with e-mail addresses of twenty five different people who read my e-mail, and not a single person replied to it.

Because of this -and previous bad experiences with this company's products - I never used them again. And if you read the Geekzone forums you will see that I actively tell people to stay away from them.

Another example of how spending money in technology still looks like an after thought and people still don't take ownership? Take BP New Zealand for example. A few years ago I had some questions regarding their products (at the time their new Ultimate fuel) and filled a "contact us" form.

I instantly received a non-delivery notification because the form script was sending the information to webmaster@sytec.co.nz, a non-existing e-mail address.

So BP invested in creating a website, but the outsourced team at Sytec time didn't test it and didn't bother using correct contacts in the form? I wonder if the BP team ever thought how strange people never contacted them through that old website.

Note that this was some years ago. Sytec is now TelstraClear, and the BP website is completely different. But the example stands.




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Mauricio Freitas
Wellington
New Zealand


I live in New Zealand and my interests include mobile devices, good books, movies and food of course! 

I'm the Geekzone admin. On Geekzone we publish news, reviews and articles on technology topics. The site also has some busy forums.

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