I think I’ve posted before about the increase in the Dunning–Kruger effect and unconscious incompetence across the networked world, and how everyone thinks they’re an expert because they Googled it once. Especially so when it comes to web development, everyone thinks they’re an expert.
And so we have Virgin Mobile who for the last few years have allowed me to pay my phone bill online, until a few months ago when their support for Safari suddenly broke, meaning not only Macs, but iPhone users can no longer pay their bills. And it’s not that the support was intentially removed, otherwise they’d show a message saying Safari isn’t supported. It’s a bug, because you go through all the steps for payment and it barfs with a message about cookies not being turned on when it tries to push the payment through their payment gateway. Nice. And it’s not a cookie problem, because I double checked, and I’m a … umm, expert. The message actually seems to be coming from the payment gateway or phone account authentication gateway though, or some wrapper around it, because it’s styled completely differently to the rest of the site, which in itself is a stupid oversight.
I tried to report the problem, but their online form for contacting them has the same problem, it barfs with the same cookie error when you submit the form. So I called them and they said I must have cookies turned on to login. Well, I can login fine, and 15 minutes of stepping them through the process, and two different machines, a Mac with Safari and a Windows XP machine with Safari, finally satisfied them that they had a problem and they escalated it for me. I even offered them my help at the time, to come in look at their development processes, quality control and staffing, because it’s what I do, but they passed on that.
So guess what, a month later I haven’t heard anything, and I try to pay my bill and it’s still got the same problem. And I call again, and again they don’t believe me, and again I step them through the process and they agree to escalate it as a bug. And guess what happened today a month later? Yep, the same thing.
Virgin Mobile keeping SMSing me to say I haven’t paid my bill, and I keep SMSing them back that I can’t until they fix their site. I no longer recommend Virgin Mobile to people, and I now put them in the same camp as Vodafone when I left them several years ago. Customer service fail, customer satisfaction fail, software development fail, testing and release QA fail. Virgin Mobile, company fail.