I recently switched my mobile from Vodafone to O2, moving from a personal contract to a business contract. In doing so I needed to register on the O2 site, and as I did so, I encountered a convoluted nightmare process to handle lost or forgotten registration details, including poorly-designed error messages, pointless automated email interactions, and decidedly ropey browser support. I was on the verge of writing yet another "sucks" rant, but in the end I was so depressed by the entire experience that I simply couldn't be bothered.
Having stepped back and thought about it for a while, I think the real story here is not about any one telco's inability to grok the web and implement a decent, usable site that doesn't drive their customers mad. I think it's more about how so many of the telcos are getting it so dramatically wrong. It seems these businesses are succeeding not because of outstanding (or even adequate) implementation, but because they have a product that everyone needs. This is also reflected in the hideous price-gouging they indulge in.
Meanwhile, I got an email from a guy at Vodafone:
I saw your comments on Deeplinking into Vodafone Content
(http://www.andrewsavory.com/blog/archives/000588.html)
It is something we're working on. I completely agree with you that huge URLs do nothing but cause grief - for us as much as our customers.
I would remind you that browsing Live is free - so if you do ever lose something (or we screw up) it won't cost you anything to find it again on our portal. The link you mentioned (http://vodafonelive.mytrains.kizoom.co.uk/index#main) should be working again - I'm not sure why it disappeared back in February (before my
time).
... I only discovered the email yesterday, as it had been sent to a mostly-defunct email address that I hadn't checked in a couple of years. So, maybe they do have a clue, but it's simply lack of any real competitive need that's preventing them from doing anything about it with any speed.
Posted by savs at September 18, 2005 5:09 PM