After trying several times to wait on their phone line (caller #2 for 15 minutes) to make an appointment to fix my broken hearing aid, I followed the recorded instructions of their voicemail system and went to their website on two, different occasions to leave email "comments" telling them that I couldn't get through their phone system and I needed someone to return my call to set up an appointment. The third time I called in as many weeks, I finally got through to the receptionist and scheduled an appointment for a repair and a cleaning.
When I arrived, the technician was capable and prompt with the repairs. As I was leaving, I complained about my many attempts to use their website to make this appointment, only to be told by the technician that they had a problem once with that feature and since then, no one was handling any email messages from their website. Nor was anyone assigned to correct the instructions in their voicemail system to use the website as a backup. I was told that wasn't the way to make an appointment in the future. Instead of fixing their problem, I was told to ignore it. I wonder how many more customers they will loose because of this attitude?