Something as simple as txt message notifications should not be difficult. So when MBNA confusing me by sending new messages, different to the usual notifications, I called customer services. The experience and response I received made me more angry and worthy of this post. It started with a new txt […]
User Experience
2 posts
So there has been much written about online scams and fraud affecting phone companies but little on the customer experience impact. My recent encounter with BT when reporting an incident raises several concerns and highlights a catalogue of UX failures. It all started with two near identical letters from BT requesting […]