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The knowledge necessary to target simple issues can be found on websites and in user-manuals, but I guess that means customers would actually have to do something for a change.
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Well, customers might be more willing to "do something for a change" if the websites and user-manuals were user-friendly, or just comprehensible, but all too often they are not.
While I agree with Kevin that "It should be a minimal expectation that the customer has at least referred to that manual before coming in and taking up space in a line full of people with legitimate problems who really need help," I also think that it should be a minimal expectation that the user-manual meet some mininal standards of usefulness. I have had my share of those that don't.
I never called customer service or gone into a store with questions about how to use my phone, but I can tell you that plenty of
my time has been wasted by trying to find the information I need in the poorly-designed and poorly-written user-manual or website.
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Originally Posted by Drolefille
My biggest complaint is that phones don't just come with those basic technologies anymore. They all have to have internet, texting, multimedia, demos of games, shopping, etc.
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I completely agree.
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Originally Posted by Kevin
Generally, I find these things to be so intuitive that a manual is just unnecessary. Once you understand the concept of smartkeys and menus and what sort of features would be found in certain categories, how to work a cell phone ain't rocket science.
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I agree to a point, and I'm usually pretty good at the intuitive route. But I spent 30 minutes last night trying to figure out how to edit a speed-dial/phonebook entry on my mother-in-law's phone. (She'd misplaced the user manual.) I tried every command, every menu and every option I could think of, and I never could figure it out. Intuitive it was not.