As a computer programmer, I have zero patience when it comes to poor web site/web application customer service. If you build it (and have methods for users to contact you on a web site) then you had better support it. Anything less is lazy.
I recently visited a state lottery web site. I could tell from the information on the public side of the web site that they allowed the purchasing of lottery tickets to local users (within the state). However, I could not tell if they allowed the purchasing of lottery tickets by a local user (within the state) as a gift to another local user (within the state). I proceeded to go through the tedious process of setting up a login account in the hopes of finding out the answer to my question. What I learned is this:
- The site asked for unnecessary personal information on set up of the online account.
- The site did not allow purchasing lottery tickets as gifts (why isn’t this made clear outside of actually setting up an account and going half way through the purchasing cycle?)
- After I realized the site did not offer the option I wanted, I wandered around the site for 20 minutes trying to find an option to delete my account since I realized by this point that I have no use for it. I found no option to delete or deactivate the account. So I then contacted their customer service using the contact us email on the site and requested the account be deactivated or deleted. Two weeks later I still have not heard from anyone regarding this request.
- I just sent another request again asking that the account be deactivated or deleted.
- If the staff is unable to handle incoming electronic requests, then this needs to be stated on the web site and all electronic means of communication need to be removed from this web site.