Last week, I was caught by captcha.  I couldn’t read and therefore failed a captcha challenge when trying to forward a blog post from within Google Reader to multiple recipients.

Just now the captcha death spiral happened again, but this time I think there’s a bug.  I passed the first captcha challenge and was presented a second, but, before I could type the second captcha challenge, it disappeared from the window and a new one appeared.  Ensuing was a fail spiral in which I was continuously presented with captcha challenges.  After each, the one I was never provided the opportunity to pass flashed briefly onscreen then disappeared.  Unable to attempt this elusive challenge, I was presented around 10 challenges in succession, interspersed with the one I wasn’t allowed to attempt.

I’m now locked out of my Google Account and cannot access Reader.  The last time, this lasted most of the day.

Fail.  :(

I’ve been forwarding a bunch of articles from my Google Account through Google Reader.  Subjected to captcha challenges, I failed to read a few properly and now am locked out of Google Reader (IP block) for an indeterminate amount of time.  Bummer.

The user experience here could have been better in two ways:

First, I knew I was having difficulty reading a few of the captchas — the text formatting was not clear to me — and I had no way to request a new captcha.  Nor did the challenge offer me different challenges — instead when I got one wrong it offered me another and then the same challenge I didn’t get right the first time.  These are best practices I’ve seen in other captcha programs that were missing (option to request a new captcha, presentation of a different one if one is entered incorrectly).

Second, the help page doesn’t set any clear timeframe for how long the IP block will persist, stating only:  ”Once the automated traffic has stopped, the ban on your IP address should be automatically lifted.”  As “network administrator,” I was given the option to submit a Web form to have the problem investigated.  I’ve done so and am now waiting . . . .

Luckily for me, I happen to know the head of product marketing for consumer products at Google and so have emailed her hoping for relief from this minor inconvenience.  :)

I just have to say, that in this day and age of cold, calculated, cost cutting and crappy customer service, DreamHost chat support is outstanding.

First and foremost, it’s effective.  I just migrated my blog from joonsookim.com/blog to blog.joonsookim.com.  I’m not particularly technically savvy — plus, I’m told I can be . . . well, high-maintenance — so I needed a lot of hand-holding.  I just checked my records, and I logged seven (7!) chats with DreamHost technical support over the past few days.  With a few minor exceptions, my questions were answered, and my blog now has been migrated safely and successfully.

Second, it’s cordial.  A lot of companies can’t master this basic requirement.  Surely, it’s hard to discern tone in an instant message chat, but as best I could tell the seven different representatives with whom I chatted were very patient and polite.

Third, it’s easy.  One click launches a Web-based chat window, and moments later you’re describing your problem to the representative.  Sometimes, the response times are delayed — I suspect they must manage quite a few support contacts concurrently — but not a problem if you’re multi-tasking yourself while awaiting each response.

Last and best of all, DreamHost clearly prides itself on customer support — it’s actually part of their value proposition to customers.  The home page advertises 24/7 technical support, and, once logged in, the chat button is prominent.  DreamHost, unlike it seems most Web companies these days, isn’t trying to avoid your contact!

DreamHost chat support front and center!

I started with DreamHost at the recommendation of a friend three years ago and remain a satisfied customer.  I’ve registered my domains with GoDaddy, host them on DreamHost with its easy, one-click WordPress installations and upgrades, and couldn’t be much happier.

Here are a few reasons why I love it, particularly for restaurant reviews:

• Breadth. While Zagat’s is now expanding beyond restaurants to hotels, nightclubs and attractions, Yelp already features reviews in 22 categories, and I would expect further expansion. I use Yelp predominantly for restaurant reviews, but I’m starting to look at the shopping reviews and won’t stop there.
• Depth. Instead of the brief squib that sites like Zagat’s or Citysearch might feature, Yelp’s user-generated content is unlimited. This means plenty of reviews for general accuracy but also sufficient detail.
• Community. Add friends, send compliments. Yelpers band together to celebrate places and even arrange to meet to check out new restaurants. The social networking element is real.
• Cost. Yelp is free for users.
• Personalization. I can add photos. I can write reviews and make lists. I can email my reviews to friends. And I get my own URL. I’m a fledgling reviewer, but you can check out my reviews and add me as a friend on my Yelp page.

Yelp’s tag line says it all: “Real People. Real Reviews.”