The error wall
I’ve kept track of my error experiences for many years. Here are some of the “Errors” I’ve seen across myriad products and services. It is not the error itself but it the experience that follows when contacting the business. I have briefly highlighted my/ customer perspective experience and how they might have been managed differently. I generally provide detailed feedback in the hope the company might make the experience better for the next customer. Hence the reason I’m so passionate to change this and help companies improve.
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ToolstationIncorrect Balance..
I was trying to pay my Toolstation Trade account. First screen said i had balance of 467.12. clicking through to pay it off, it says my balance was zero.. massive customer confusion.. risk of missed payments unnecessary support contact obviously this is a very basic issue and shows that it has not been tested add…
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FUSEbroken UX compounded with unvalidated AI
While considering switching to Fuse Energy, I encountered four failures in the customer journey: 1.Poor website UX: The tariff box wasn’t clickable. The only option was to “Start switch”, preventing me from easily viewing the tariff details. 2.Incorrect AI guidance: The chatbot confidently gave me instructions that didn’t work, directing me towards functionality that wasn’t…
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Hospitalovercharging for consultant appointment
booked a private medical consultation for my son, paid the £225 fee in advance. received a letter saying this was the max fee. 7 days later received an invoice for another £94. Rung up to find out more.. was told we get “this call all the time” . i asked to raise a complaint stating…
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Amazonmy microwave blew up, so does Amazon chat
A microwave went pop, only 2 months old but the problem was the 30 minute chat with Amazon customer services with four different representatives! I wasn’t annoyed the microwave was broken, ive got five of the same one in other houses and they have working fine for years.. but i did get annoyed that had…
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Fire AngelCO detector, its not push its a poke
took out a brand Co2 detector and pressed the button to test the alarm.. nothing worked.. tried multiple times.. thought i was stupid. so got out the manual.. still no joy.. so rang the customer care number.. the told me .. every second call i get is about this.. you have to “poke” the button…
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SGNgas meter move broke my boiler
Moved the gas meter, catalogue of errors including missed appointments,poor designed payment pages meaning i was doublecharged, lack of ownership, rude fitters and finally damaging the boiler to leave tenants without hot water. i then had to get an independent gas safe plumber to fix the boiler. following a complaint.. SGN sent a senior manager…
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Octopus Energy
“Uh oh… it’s us not you”
“This is unusual – logging out and in again may help.” What is wrong with this message, and what a best-in-class version looks like.
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Xero
Invoice approval limit reached
“You have reached the limit of invoices you can approve.” What is wrong with this message, and what a best-in-class version looks like.