(Note: Here’s another guest post from Andreas Bossard, proprietor of the blog News of the Future and author of several excellent UsabilityBlog posts. Today he talks about his travails with the Paypal help system. Enjoy. -Paul)
I wanted to get help in Paypal, that’s why I clicked on “Help” and expected to see the help section of Paypal.
Instead I saw the following:
All that I read when scanning through the page is:
Help information isn’t available in English yet. […] select U.S. English.
So I need to change the language to U.S. English. Okay, I try to remember all the steps that they tell me, go through them and reach this page:
Hmm. I cannot see U.S. English. How to select U.S. English now? I think I will contact the Help Center. …But wait a minute… I could not access the help pages, that’s why I came to this page in the first place. I’m trapped in a can-not-get-help-loop. *argh*
Note: If I select German, then the help center is shown! But if I was an English speaker I would not be able to get help. I think this bug exists only for Swiss users, otherwise it would be fixed since a long time.
What to learn from this mistake by Paypal:
- Let me select the language for the help pages directly
- Or give me a direct link
- But no lengthy instructions please
When I clicked the help link, I need help immediately!
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