Another excerpt from the article that is worth pointing out:
> What you probably should avoid is weeks of customers flagging the same issue with no meaningful feedback or updates. Possibly even more important, your support infrastructure shouldn’t be difficult to navigate or have their own bugs that hinder their use. In this case, there’s both.
This is probably an intentional design choice - make it as difficult as possible to report any kind of issue, thus cutting down the number of issues that actually get reported and reducing the number of support staff needed.
The point where I would have given a giant corporation the benefit of the doubt that this was not intention is long past.
> What you probably should avoid is weeks of customers flagging the same issue with no meaningful feedback or updates. Possibly even more important, your support infrastructure shouldn’t be difficult to navigate or have their own bugs that hinder their use. In this case, there’s both.
This is probably an intentional design choice - make it as difficult as possible to report any kind of issue, thus cutting down the number of issues that actually get reported and reducing the number of support staff needed.
The point where I would have given a giant corporation the benefit of the doubt that this was not intention is long past.