I love the war stories people are sharing. I am surprised nobody is addressing the main point of the article- the frustration of being blamed.
Mistakes and technical limitations are understandable, but why blame the customer? An automated error message was still written by a human. Human people decided the response to "invalid characters".
Subbing in a computer for a human doesn't create a valid excuse. Saying, "being nice doesn't scale", doesn't make things right.
My war story- tried to get a copy of my birth certificate. My mother doesn't have a middle name. Never did. First and last only. The county office required me to tell them her middle name. After much arguing they said her last name was her married name and her middle name was her maiden name. When I asked what her name was before marriage, I finally got it much to the dismay of the employees.
At least I had a human to look at. That eventually, with much work, used common sense over programmed logic.
Mistakes and technical limitations are understandable, but why blame the customer? An automated error message was still written by a human. Human people decided the response to "invalid characters".
Subbing in a computer for a human doesn't create a valid excuse. Saying, "being nice doesn't scale", doesn't make things right.
My war story- tried to get a copy of my birth certificate. My mother doesn't have a middle name. Never did. First and last only. The county office required me to tell them her middle name. After much arguing they said her last name was her married name and her middle name was her maiden name. When I asked what her name was before marriage, I finally got it much to the dismay of the employees.
At least I had a human to look at. That eventually, with much work, used common sense over programmed logic.