From Friday

[kragore]

I didn't want the device, as I much prefer my freewheeling, instinct-driven method of finding my way about. In the end, I had to admit it was a good idea as this next year will bring with it a lot more road travel to areas I don't know.

I registered the device and decided that updating the software would be a good idea, not knowing how long my new little co-pilot had been sitting on the shelf. Somehow, in the process of updating the software, I managed to fry the maps that came pre-installed on the device. I had to option of paying another $65 and downloading a new map, but I'm much prefer my old (free) one back.

This began an all day battle with tech support, one that still isn't resolved. But it did bring to light one of the most frustrating this I've found when it comes to Tech Support sites - If I've already had to enter the information for whatever reason, do not ask for it again.

In today's case, I had to enter my name and address when I registered the product. I was then asked by the tech to resubmit this information - the very same information I had to enter to even be allowed to talk to the tech in the first place.

When developing a website, I think a great deal of attention should be paid to the "annoyance factor." My struggles today highlight just how wounding it can be. The tech was very thorough and polite throughout our email conversation, and to a lesser extent helpful. It was the interface left me pulling my hair out in frustration.

Once is all it should take. If I'm made to repeat myself more than twice, chances are you've lost me as a return customer.