I recently read
this article by
Joel Spolsky and I thought it was worth forwarding on. It is not one of his best articles, but the first three items are worth a read. Here is a quote from the article that I have found to be true of
Blockbuster Online's email support:
The cheap call centers have no mechanism for getting problems fixed; indeed, they have no incentive to get problems fixed because their income depends on repeat business, and there’s nothing they like better than being able to give the same answer to the same question again and again.
It is also the reason I switched to Netflix.
Seven steps to remarkable customer service
Enjoy.