Friday, September 12, 2008

How to Piss of your Customers / Users

I decided to set up Poland Spring water delivery service to my home. I drink a ton of water, it's nice to have the dispenser that gives hot and cold, I use less (if any) small water bottles, and I don't have to go to the store and get it. All good stuff.

But try to figure out your friggin bill. Good luck! Here's what the screen looks like with my billing information:

It appears to me that my bill each month will be $31.96. But I look at my credit card and I've been charged $58.70 - UM WTF is going on?

I call and get a representative that tells me - for your first delivery there is a $20 deposit, there is tax on each delivery, and a $2.00 a month rental fee for the water cooler. Ok fine I say, but you should really be more clear on your website. There is NO WAY for me to find out the information what my bill will REALLY cost me. She says yes that information can ONLY be found in the email we send when we first confirm you as a customer. HUH so the only way I can EVER know my full bill is to search and find this email. Wicked helpful. Thanks.

I mean if it's more each month include that on the page with my billing info! Why only show me part of my bill? Then I realized upon further reading (clicking the click here for details) in the pop-up window that there's also a fuel surcharge - which from calculating the charge on my credit card and subtracting the other fees is about $5. The woman on the phone didn't mention anything about a fuel surcharge for each delivery.

Then she kept explaining that there was a $2.00 fee for the cooler and tax. I GET THAT - REALLY I DO. What I am trying to tell you folks at Poland Spring - your site is ineffective. You do not clearly show the user what their bill will be each month. Clicking the more details just says there are fees, but doesn't tell me what they are for my bill.

Wouldn't it be so much easier for me as a customer and user of your website to say here's your monthly bill:
Water $31.96,
Tax $0.10,
Water Cooler $2.00,
Fuel Surcharge $5.00.
For a total of: $39.06.

I mean cuz that would be... um.. USABLE???

Oh and one may think 'hey I will just click on that My Billing link there, that's going to show me my real bill'. If you thought that - you would be wrong. This is what I got when I clicked that link:

I've never actually been able to get my real billing info by clicking that link. All I ever get is an error. Don't know if it never works, or only when I want to see my billing info?

Also BTW I should add the woman on the phone either wasn't aware of the fuel surcharge, or somehow can't figure out exactly what my monthly bill will be (if that is true why is it so variable!??) because she said my bill would be about $35 a month. But by my calculations of the bill I just got for the first one that's incorrect it's going to be $39.06. And why can they only say around, why can't I get an accurate quote of my bill? And I get if I add something to my order one month it goes up, but if I don't and I get my standard order - can't they give me the exact amount it will cost me?

I then log out and go to the website to see if I were to create a new account - would this information all be clear to me? This is what I get - still different amounts than what I was charged - although they do point out tax, deposit, and fuel surcharge.

So then I think where the hell is this first bill that I got in an email explaining all this? I have to search for it because they only send that once. The email to let me know I have a delivery is just that - no billing info is contained in it. So I find it... and shock #2 - apparently it's also a 24 month service contract. That's not on their site ANYWHERE when you sign up... well anywhere one is actually looking for the information!

I found the information at the bottom of the screen, then had to click a pop-up to figure out how long the service agreement is (seriously WHY wouldn't you put this information right where I'm reviewing my order in the same font size!?????) Maybe because you know I may rethink that order if I knew I was locked in for 2 years? I hate those service commitments! However the website says it's only a 12 month commitment!!!! Not 24 like the email says. So which is it!? I want the 12 of course.

I mean I like the convenience of the water delivery and all, but don't make me a detective to figure out what my bill is going to be each month and how long my service contract is!!!

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