Adventures in technical support

Sometimes you encounter users that no matter what you do to try to help them they are just mad, angry, pissed off. Here's an actual email exchange:

User writes:

Hello.


I am utterly BAFFLED by the lack of ease of use to register your program I just downloaded for my iPad. Why make it easy when you can make it complicated seems to be your motto! I certainly hope that your app will be better than your website. So far, I am VERY underwhelmed. Thank you I advance for your prompt reply in resolving this.

My reply:

Okay, let me help you with this...

The first item in the Book List View is titled "** TAP HERE FOR HELP" and when you select that item you will see another item titled "* How To Register" that explains exactly what you need to do in order to register.

User replies:

Are you serious????
why do you think i reached out to support in the first place??? I was already there and besides the fact that your web address actually does NOT send you to your website (!), i see NOTHING about registering. Did you EVER have to struggle so much to register ANY app from the APP store, not to mention that your APP is the MOST expensive I have EVER downloaded! It’s a JOKE! Please send me a link or detailed information about how to register.

My reply:

Launch the iGigBook app and navigate to the Book List view which is the first tab on the bottom left.

The first item in the Book List View is titled "** TAP HERE FOR HELP" and when you select that item you will see another item titled "* How To Register" that explains exactly what you need to do in order to register.

If you're still having trouble accessing the ** TAP HERE FOR HELP item in the Book List view this link has the same information:

http://forum.igigbook.com/viewtopic.php?f=26&t=381

User replies:

IT DOES THE SAME THING!!!!!


ARE YOU KIDDING ME????? NO ONE SHOULD BE WASTING SO MUCH TIME TO REGISTER ANY APPLICATION. YOURS IS EXPENSIVE, SO FAR LOOKS VERY UGLY DESIGN WISE, YOUR SUPPORT LAME AND I AM STILL NOT ANY CLOSER TO BEING REGISTERED. YOU ARE JUST GIVING ME THE RUN AROUND OF YOUR LOUSY APP. IT’S KAFKA-ESQUE!!!!!

My reply:

Describe what it does so that I can better assist you.

User replies:

on the iPad application it says go to help register. Then it says go on the website to register. When I go on your website in Safari on my computer, there is not one single button that clearly and plainly says register. This website is the most confusing and frustrating website I have ever seen. Where do you register on www.igigbook.com???

My reply:

We specifically say that you register from the app, that's the only way you can register. You can't register from www.igigbook, you can't register from forum.igigbook.com.

The instructions I've been trying to give involve registering using the app. I've attached screen capture of what I was trying to get you to navigate to in the app, I've also sent this screen capture to you via facebook. The screen capture is the page you would view if you selected the item "** TAP HERE FOR HELP" and then selected "* How To Register".

Here's the screen capture:

User successfully registers and then replies:

You program is so cumbersome, and so not user friendly starting from the register step with the lame directions that I have asked for a refund. Now I find out that in order to actually get the PDF you still need to synchronize with iTunes!!! Really???? That is so 20th century. I have wasted so much time on this already. I will certainly right a review and share it to all my followers. Back to using the real analog fake book! What a joke!