<<It is just that a form does not cover every situation.>>
Absolutely true. By the way, I hope I've made it clear I don't disagree with your position. I tend to try to explain the other point of view, because I've been there. For example, using forms allows the company to standardize the response categories and collect metrics. That way, they know where the biggest problem areas are, using the least effort. If you only use email, each message has to be hand sorted into a category - very inefficient.
When they responded to you, wasn't there an email address on the message? Obviously, if you reply to the message, there will be a return address that your email program automatically puts in. What I'm getting at here is that you have an address, but they didn't explicitly give it to you. They obviously want you to use the forms if at all possible. I haven't looked at the customer service site lately - there used to be a "contact us" section that had the email addresses you're looking for.
Keep pushing - in the long run, the only thing that differentiates on online service from another is.........service. |
