January 30, 2012
I've run into an annoying trend lately. If I provide non-customer service feedback, such as a suggestion or a bug report, it still gets handled as a customer service request. An agent attempts to appease me and make this report go away. Suggestions are reviewed and closed with no action taken, bug reports are dismissed by answering the root question of why it happened without fixing the actual problem. If I just wanted my hand held to explain why I'm seeing something I shouldn't or missing a feature I want, I wouldn't be sending these reports through specific suggestion or bug report mechanisms. You might as well delete these mechanisms if you treat them like any other customer service trouble ticket. Although this still beats the other trend of not being able to make contact at all.
Created By: Steven Nikkel (firstname.lastname@example.org)
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