Is it really that hard to provide decent customer service these days?

I only ask, because it seems to me that I’m experiencing more customer service annoyances lately than I have in the past. Maybe I’m just more sensitive. On other other hand, it could be that customer service is just getting worse. (My money’s on the latter.)

Take this recent example.

I’ve used MindManager quite heavily for the last 3-4 years now. I upgrade every time there is a new release. After seeing about a week’s worth of promotional tweets from @Mindjet, I decided to take a look at the new version 9.

There was enough new content to have me consider purchasing an upgrade. Ah, but there was no price listed to upgrade from the version I currently have. Okay, like the image on the right says, I have to contact customer support.

I asked: “I purchased MindManager for Sharepoint in March of this year. What is the charge to upgrade to MindManager 9 with the SharePoint navigator extension?”

I was actually hoping to get some sort of sweet deal, having just purchased an upgrade for the MindManager for SharePoint product. That’s got to be the reason they want me to contact customer support!

Not only was I disappointed by the reply I received, but I was also quite irked.

At this time we have not released MindManager 9 SharePoint. Pricing and availability should be released soon via email campaigns. Please check back on our website in the coming months for information on this product.

First of all, why have me go through the trouble of contacting customer support just to find out that the product wasn’t available? How hard would have it been to just state that on the website?

Second, please don’t tell me – the customer – to check back some months in the future hoping, perchance, that the upgrade details are ready. You should give the the option to be notified so I don’t have to check back. Well, no, actually. I don’t really care if you do. In a few months, I’ll probably figure I can do just fine with the version I currently have.

Since I’m ranting, I’ll throw in that about 18 months ago I had a nice twitter exchange with @Mindjet, saying how much I loved the product and how, through word of mouth, about 20 people in my organization purchased the $350 program. I was thanked with the offer of a Mindjet vest that would be mailed to me. I provided my shipping address, the vest never came. I even mentioned this on a customer satisfaction survey, with no reply.

Mindjet . . . is it really that hard?