I use the LogMeIn service to use my home computer when I’m out of the house. It’s a free service but I also have their iPhone app which cost around $30. I really like the service – the free and the rather expensive iPhone app.
But I’ve been having a problem lately. So I went onto their website to see if I could get support. I hate getting support from websites. It’s usually just a lot of searching and I still feel like I need a human being to help me. But I typed in a search term to see if I could easily find what I needed. No surprise, I couldn’t. But then I remembered what I had just seen 5 seconds previously – a rather nicely written statement about how I shouldn’t hesitate to give them a call because they’re happy to help. Here’s the screenshot:
Look at the text circled in red. It’s warm and inviting. Above that text they include their free product. But when I called, a very non-warm and non-human sounding recording told me that phone support was not available for the free product and that I should check on their website.
This is a disconnect to me. Either be warm and inviting or don’t. But holding out the promise on your website and then not delivering is just annoying.
