Support site... sheesh

OK this is just laughable. Supposedly if one has a premium account, and you look in the "solution finder" section of the support site, you will get an option to chat with someone live. Or at least enter a support ticket.

Well, I have a premium account. I go to the Solution Finder, and I don't see anything there related to my question in the "canned answers" (not that I expected to). The instructions say that if you need a live chat, click "My answer is not here." So I do. It then brings up a search box for the Knowledge Base and says something like "click 'continue' if you don't find what you're looking for.' Only it won't let me click 'continue' without entering something in the Search box, and if I do, all it does is bring up Knowledge Base articles, which is not what I need.

Why even bother telling people there is a live chat option if you can't even get to it? Do they assume that members will enjoy the challenge of figuring out how to get to that option? This is nuts.

That tracker site is very confusing, I have trouble finding the tickets and have to guess which buttons to press and not get to far from where I started.

Yeah, I'm a programmer and if I made my support sites that difficult to navigate, I'd be unemployed.

I believe it's on the third or fourth page of questions, the idea is that they don't want people actually finding it easily because then people will want to use the feature.

Yeah, that was the impression I got.

If they don't want people using it they just shouldn't have it. Don't tell people you have it and then really not have it.

Yep I agree, it seems as if they promoted the feature and then realised they can't support it, they shouldn't offer the feature if they can't support it.

Enter garbage into the search bar on that step, click 'Search and Continue,' then a new button will come up which says 'Continue to Step 4.' Click that and it takes you to the page with the Live Chat option.

*blinks* Wow, that works? *jots down the steps* Man, that is just screwed up.

Welcome to the Tao of Linden *Grins* Just do what you like to get what you want done. Organization? Systems? Logic? *blank look*

~Jessy

Yup...or you can put in a real, searchable word and it'll give you 'My answer is not here' as the new button, instead of 'Continue to Step 4.' Both buttons take you to the Live Chat page, though.

It's like a game! Hide the Salami or something! Oh, er, no, probably not THAT one...

Yeah.. they do need a new dictionary don't they?

Of course, it completely escapes them to see what their favorite customer support sites have in common, but that would mean doing some real work.

*sigh* I have no hope that there will be any improvements after the in world focus meeting. It was just.. spam. Loads of spam. Yeah, organization kind of got left out. Instead of picking a section, say like the portal's front page. What could be improved on it? They decided to throw it to the wolves. I think all they learned from it was that we are loud and annoyingly spammy. Real questions and suggestions kind of got lost in the "What about Abuse Reports?!" (Handled by a different branch, not the 'regular' customer support.)

Not that we were any better organized (like not at all), either. We could have worked out the rules and how to handle it, but we didn't. I am beginning to wonder if we aren't a part of some social experiment. Now that they've applied the cattle prod, they want to see how the rats jump. And we aren't bitting them like we should be doing.

One thing they did get: Communications suck.

*noddles to Ann* Cool, I'll keep that in mind when I'm finally foaming at the mouth because something borked on their end and I can't fix it with duct-tape on mine!

Of course, I wonder how many wouldn't need live chat if they actually used the steps correctly, instead of gaming to get there.

HtB