Let me set the scene: You’ve just called a certain major utility company (who shall remain unnamed) because you want to switch to online billing. They set up your account, but when you try to log in, it fails. You try again, even try the password recovery option, but still no luck. Your account doesn’t exist.
So, you call the company back and wait on hold for 52 minutes (you time it). The customer service agent can’t find your account either, and after being passed from agent to supervisor to manager, you’re told they couldn’t find your account because—wait for it—whoever set it up didn’t capitalize your first name.
Website fail. And sadly, a true story.