Last week we had a glitch with our anniversary discount for users wanting to pay with PayPal, and with everything going on, it took us a little while to notice. We were shocked at how many orders this affected, especially when we realized that exactly two people told us about it.
I know that when I run across a problem, especially when ordering something online, I try to at least email someone at the company to let them know. But, then again, by nature I am a “fixer”. (I guess my job in Support is a natural fit, eh?) The results of my contact with companies are pretty much a mixed bag, everything from no response at all, to the occasional automated reply that has nothing to do with my original email, but more often I’ll get a real response from someone who is at least trying to correct the problem.
Overall, do you expect a low level of service or response? Or is it that you feel it’s pointless to complain? We really try to do better than that, and I hope we are succeeding.