We moved. Our advice is: ‘don’t move!” or plan to spend 2.5 hours trying to get your address corrected with Federal Express.
My recent encounter with Federal Express’s web site is an example of how an otherwise good company with an excellent performance record (we have a nearly 20 year history with them) really ticked me off, sucked up tons of my time, and sent me to hell and back trying to change our company address so I could send a document to a waiting client before a 4:30 p.m. drop off time. Talk about anger and frustration.
The address change problem stemmed from the fact that there are not one, not two, but three places illogically located on their website where addresses must be changed separately.
I found one of the places and dutifully filled out the online form. However, when I printed out the airbill, it still had the old address on it.
I went back to the drawing board and eventually found a second place to change the address. When I opened that link it was quite clear that this address change link did not talk to the previous address change link because the form was blank. So I filled out the second online change of address form. However, when I printed out the airbill again, it still had the old address on it.
I proceeded to go through the telephone help cycle process (another form of purgatory). In the end, I lucked out and found a help desk agent who knew how to change our address in all three places. Of course, it meant that I had to fill out the address form THREE times to complete the process.
Now you ask yourself, why didn’t a huge, successful company do a usability study before building the site. If they had, this annoying change of address conundrum would have been caught and fixed in the early site development process.
With UPS, DHL and USPS among other competitors just a click a way, it doesn’t make sense does it? In fact, I am seriously looking at the possibility of changing to one of the competitors. My basic concern is will the competitor’s website be easier to use? Ease of use is what ALL customers want!
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