As your user, I do not care that it works for you. I did not dream that your website failed. I did not make it up. I do not have the time to waste reporting things that never happened.
I do not caaaaare that it works for you. I am trying to use this process to get something done, and my time’s important. I’m trying to meet my needs, not yours. Either meet my needs or tell me you can’t, so I can give my time/money to someone else.
Reading this rant annoys me (well, it’s a rant), but it gets me thinking also. That last sentence in particular is interesting. I don’t mind if customers ended up going with another service; not everyone is a good match with a particular service provider. However I think it’s a good point that if it’s going to end up that way, better make the process faster and not waste their time about it.