World Education Services Provides Very Limited Customer Support
World Education Services (WES) is the one of the organizations to evaluate academic credentials for education/admission purposes. Before actually paying money, end user will always want to know how to send documents. Some evaluation service providers accept email from reputed universities, others only go by sealed envelope in mail. If the perspective customer tries to contact WES for correspondence queries like the one mentioned above, they mark WES Reference Number mandatory as mentioned in Figure 1 below. This Reference Number is generated only after required payment is done. The user may not want to pay, until and unless all his doubts are clear. So, this contact form is useless in practical. Further, there is no phone number mentioned here on this page to contact customer service.
Figure 1. Information to be filled on Contact WES form.
Figure 2. Ugly error message displayed if virtual WES Reference number is given.
As per Krug (2014), hiding information like customer support number and asking information that is not really needed are some of the factors to diminish goodwill. Even if the queries being asked by the end user is hidden somewhere in the site, he is entitled to get help on what he has paid or intend to pay for.
Krug, S. (2014). Usability as common courtesy. In Don’t Make Me Think (pp. 152-153). San Francisco, CA: Peachpit.