I believe one of the points of pride in our company is that we hire honest-to-goodness user experience designers to mold and shape the design and user experience of our products. Unlike user interface designers, which are typically web developers (programmers), these folks are artists and psychologists. They work with aspects of aesthetics and the human psyche that we engineers would rather not deal with. Add that with another point of pride-- really listening to our customers and finding ways to incorporate their feedback into prioritized features. I think this presents a never-ending challenge for our user experience designers-- striking that right balance between customer wishes and good engineering practices. So I can appreciate how much work goes into creating as smooth and seamless a user experience as possible-- from logging into the website to purchasing the product, to actually downloading and then using the product itself. I think our designers do a fine job of striking that balance.
Which is why Friday night left me so frustrated that I shocked a few of my Facebook friends, who had never heard me cuss before, with my language (which was actually toned down from what I originally wrote!)
Friday night, with Todd in LA, I decided to catch up on some online karaoke. I was getting fed up with Myspace because I noticed they no longer allow non-members to view recordings. Which of course, I find utterly ridiculous. Most people I know jumped the Myspace ship long ago, it isn't fair to expect them to have to sign up all over again just to hear an occasional recording I post to Facebook or my blog. So, I started taking a closer look at SingSnap. I'd long ago stopped using SingSnap because they were locking more and more of their songs to paid members. But my frustrations with Myspace's changes led me to give them a try. I figured, I'll sign up for a one-month membership and see how it goes. If I like it, I'll pay for an annual (cheaper) membership.
Only one problem. For payments that small, I have to go through Paypal. Only semi-annual and annual memberships can be paid directly to SingSnap. That's totally understandable-- it's like the small mom-and-pop stores who require a minimum balance before they'll allow use of credit card as payment. The fees would eat them alive. And I have a Paypal account already verified and hooked up to a couple credit cards and my checking account, so no big deal, right?
Wrong.
I think something went wrong around the time I put in my Paypal password. I'm fairly certain I mistyped a key, but it was too late-- I'd hit "Enter" before I could fix it. No biggie, I thought. Most websites will give you an error message and let you try again. Most secure ones will probably lock you out after a number of failed attempts, but at least they allow you more than one attempt. Not so with Paypal. After my failed attempt, I logged in with my correct password, only to be met with a series of screens that indicated that my account was restricted.
What. The. Hell.
It was not that long ago that I attempted to use Paypal to make a payment, only to find out that because my account wasn't yet "verified", I couldn't send the money. The whole rigamarole of verifying my account was such a hassle! But I eventually got it verified and was able to complete my transaction... a couple days later. And I figured-- once verified, I should be good to go, right?
Apparently not. Now that my account was restricted due to "suspicious activity", I had to complete 3 tasks in order to restore my account. First I had to set some security questions. No biggie. Then I had to reset my password. This I wasn't too happy about, as I have a set pattern for passwords to different types of accounts, and this was going to break it. But okay, I can live with that, if begrudgingly. Finally, I had to verify my address. Oooh look-- it presented me with a number of options to verify the address. What's the fastest way?
First, I tried to select "verify by credit card". What should come up instead but a screen that showed my 2 stored credit cards, and an error message that said the card was either invalid or not found. WHAT CARD!? I wasn't even given an opportunity to select a freakin' card or enter any information!!!!!
Fine, let's try another option: oh, verify by mail. Nope, all that does is send me some instructions via snail mail. No thanks.
Ah, here we go: verify by phone. They'll call me and have me do some things. That should be instantaneous, right? Guess again... they won't accept cell phone numbers, and I don't have a landline. SOL on that front.
My only other option (besides waiting for the snail mail) was to upload a copy of my bank statement or some such that showed my name and address. Fortunately, online banking makes this a cinch, and I easily downloaded a PDF statement from my bank's website. But this verification process still takes at least a day on Paypal's end. Which meant that I could not complete my transaction that same night.
In the end, I resorted to paying SingSnap directly for an annual membership. I wanted the membership and I wanted it now, and I wasn't going to wait for Paypal to finish fucking around and restore my account. Fortunately, the SingSnap membership has been proving very worthwhile, but the whole experience with Paypal has left a very sour taste in my mouth.
I mean, think about it-- what triggered this "suspicious activity" alert? The fact that I entered the wrong password. Not multiple times, which may be indicative of a hacker, but ONCE. You know, because I'm only human and likely to make a mistake once in a while. Not very forgiving, if you ask me. And while I do understand that Paypal wants to protect the safety of my account, it's really not worth the added inconvenience. To add insult to injury, the series of pages I had to go through to restore my account were a joke. What few error messages they gave were totally useless and obviously buggy.
In short: Paypal offered the shittiest user experience I've ever seen. First, the whole hassle of restoring my account because I mistyped my password. Then, the restoration process itself was fraught with horrible UIs. So fuck you, Paypal. I only put up with you because there really isn't anything else out there, and because I do deal with occasional merchants that only accept Paypal. I just hope that you make the user experience of RECEIVING money a hell of a lot smoother than you the experience of SENDING it.
Grrrrrr....