KT's recent post about his waste management company woes had me thinking about similar experiences. A few years back, I became nearly apoplectic after a series of annoyances with Bell Canada and their (at the time) terrible, terrible website. I wrote up a therapeutic strongly worded letter, but was hugely dissapointed when they quickly addressed most of my concerns before I could actually *mail* it. Rather than letting it go to waste, I have dug around my older files and unearthed it for your reading pleasure (or not).
Any of you have strongly worded letters you'd like to share?
To Whom It May Concern:
I have been a customer of Bell Canada for nearly four years. In an attempt to conserve paper and simplify my records, I switched some time ago to the Bell eBill. As a staunch defender of the environmental health of our planet, I do not care to use paper if any real alternatives exist. I am sending this letter by traditional mail to emphasise and attempt to communicate the seriousness of my concerns.
Since switching to the eBill service, I have attempted to deal with your website on a monthly basis. This monthly ritual has become something of a chore for me, as I find that your website is designed in such a way as to prevent me, as much as possible, from finding out how much money I need to pay, and for what I am paying. One would think -- nay, expect -- that a corporation such as yours would welcome payment of bills, and would simplify the process as much as possible, in the interests of profit, customer relations, and common decency.
Due to issues with your website, I was not able to download my bill last month, and thus find myself faced with a late payment charge on my current bill -- which I can view online, but not download for my records. Today, as I attempted to download bills from past months, I found myself staring at an animated progress bar and a note suggesting that I wait patiently until my download had completed. This would be quite acceptable, except that something neglected to tell my computer to download any files.
I am particularly concerned about your website since I use web browsers that are entirely compliant with current web standards. I can only imagine the pain that some of your less technologically endowed customers must experience every month as their older browsers attempt to come to terms with a website that shirks nearly every principle of good, efficient, and ultimately usable web design.
Frankly, madam or sir, my frustration at your website has grown to the point that I would not think twice about switching to another phone company, if a reasonable alternative existed. As such a company does not exist, I will continue to prostrate myself in front of the altar of your fixed-line telecommunications monopoly. I hope that you enjoy my continued business, because I most certainly will not.
Yours very truly,