Wednesday, April 25, 2007

web: Sprint bites the hand that feeds back

On Sprint's page explaining my plan details, the link for Night & Weekend Minutes explains
Night & Weekend Minutes
Caller ID shows you the numbers for most incoming calls, so you know who's calling before you answer. It even provides the number for the incoming calls via Call Waiting.
The explanation doesn't match the heading. No problem, I'll tell Sprint about the problem using their Email us form.

Ahh, but inevitably SPage's law I kicks in:
The part of every Web site with the most problems is the feedback form for reporting problems.
Sure enough:
  • The form lays out incorrectly in Firefox 3
  • The form is limited to 1200 characters of feedback, but its character counter doesn't work.
  • Once you've given feedback, if you try to fill out the form again, Sprint's botched session management jumps straight to "Your email has been sent to Sprint Customer Care." Sprint knows their form is screwed up, it warns you "To send another email, please sign off and log back in to your account."
  • All these pages have the identical title "Sprint - Welcome", making navigation and back button and bookmarking useless
Because the form is broken so many ways, few customers can stand using it, so Sprint customer service can pat themselves on the back for getting few complaints.

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