This has happened to me so many times!!! It makes me wonder why companies even bother to spend the time and money to set up a web site.
E-mail is the greatest tool invented. It allows me and you to communicate in a fairly quick manner, it also allows us to communicate at a time that is convenient to me and you. I answer most of my personal e-mails very late at night, or in some cases, very early in the morning, before I start my working day. My work e-mails, likewise, have some routine to them, as I start my day sorting through my thoughts and notes, sending out e-mails to follow up on loose ends.
Here is a sequence of events that illustrates something that seems to happen quite frequently.
I am responding to an e-mail from a hotel chain that I use. The link directs me a page that tells me if I use this link my room will cost "X". So I click on the link, try to book a room, and the cost comes up as "Y".
I fill out the web form on the page, and type in the exact information of the event, and ask why that happened. Here is the e-mail reply I get back...
"Due to the complexity of your request, we ask that you contact us by phone as we would be able to better assist you!"
WTF, the the complexity of your request??? I don't want to call you, that's why I was responding to your e-mail! That's why I was using your webform! It's your e-mail I am responding to! It's your website and webform I am using as you have it laid out, so why can't you give me a simple answer!
Too often I have responded to an e-mail, or filled out a web form, only to get a "please call us" reply. What is even more frustrating is when you reply back to an e-mail late at night, because you can't call during the day, and you get the "please call us back during normal working hours."
You would think that the business world would someday grasp the concept of using e-mail as a form of communications. Maybe they are just afraid of putting things in writing.
There are a few companies out there, that get it, that use e-mail, and online forums to service their customers. Then there are others who have taken the first step, by doing things like building a web site, and installing web forms, but really haven't thought the whole process through.