[I work for a cable internet and phone company.]
A customer calls in about an issue with not being able to pay her bill online. She has done this online before but forgot where to go. I gave her the web site where to go and she comes back to me all confused as to what I just gave her. Our web site is such that a 2nd grader could spell it. I had to slowly spell it out. Okay we finally got to the web site in 5 min. Wow record time?
She insisted that she is already logged in so I tell her were to go. Ten min later we figure out she is not logged in. She couldn’t see the box that says LOG IN. Really not hard to miss since she was reading everything else on the screen to me and this is one of the biggest things (it’s 1/3 the width of the screen!). Somehow she was able to locate the very small, not so noticeable, log in link. So, I have her click on that.
I was really puzzled that she needed to be prompted to go to the user name box then be told to type in her username (common sense ???) then to put the cursor in the password field, then again told to type in her password (what the fuck???? your ass don’t know that you gotta type it in yourself???). After 5 min of her exclaming things and it sounded like she was getting it in there we figure out she can’t find the password and doesn’t remember it. I reset it. Again repeat everything.
She at this point finally says that she has no idea what she is doing. She isn’t clicking on the right thing. She is clicking on register and not log in. I told her to click log in 3 times. WTF!?!?! I told her to get help from someone that is familiar with websites and how to log into them and ended the call.
[End Rant]
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