The past 3 days have been nightmarish and I need to put this in the ‘Rant’ section I think, as I am now in two minds about helping businesses with defects.
5 days prior I decided to join a well know organisation which would charge me $39 each month for the privilege, which I was happy to do. While joining, I noticed a bug when trying to use your username ie email address the first time. I figured out how to get around it and it only displays on very first log in so it wasn’t an on-going issue for me.
I thought about it and decided to log a defect with the support team following standard defect procedure:
Actual issue - title name
How to replicate
Expect behavior - only my perception which could be different to the business’s goal
Web URL/ OS/device details/date/time
Screenshot of error message
I also explained how I could not replicate this as it happened only on my first login after signing up/purchasing.
It became a number of emails sent requesting all my details prior to them being able to solve my issue. You can see where this is going right?
Background on myself, I have been a level 1 support provider for a very large insurance company and worked on production defect triage prior to a developer being involved. I then moved on to level 1 - 2 tech support for my next contract with lots of close stakeholder contact, this was part of my testing role.
In the end, they kept saying if I needed help with the application I need to now phone them. So I called but to cancel my membership as I feel if tech support cant read an email (just basic stuff really) then how secure are all my personal details which included credit card etc?
Has anyone else had this kind of experience or am I just lucky?