SMITH: Doctor, it hurts when I do this.Dear Enterprise Rent-A-Car,
DALE: Don't do that.
That was called a "bug report". It was not actually a request for a condescending message about how I can still rent a car by navigating the website in a different way. I knew that.
I took the time to write up detailed instructions for reproducing the bug as a professional courtesy to your developers. Unfortunately, they will never see my message, since your customer service is managed strictly from a "deal with nuisance customers" point of view. Looks like I wasted a couple seconds of your time as well as several minutes of my own.
RESOLVED: If I ever work on a project large enough to have a customer service department separate from development, I will insist upon bridging this gap. I will make sure customer service has the access, knowledge, and encouragement to communicate constantly with me. I will regard customer service as a valuable conduit for end-user feedback rather than a distant, uninteresting group of non-colleagues.