When customer service kills the experience

It’s amazing how a company can have great products, great prices, and a nice user experience then kill it with lazy customer service. I ordered something yesterday and had a post-order question. I figured the most obvious thing was to respond to the order confirmation email. Here is the response I received.

This is not a customer service email address. Please contact customer service as clearly outlined in the body of the message below.

I could have read the three paragraphs at the bottom of the email and figured this out, but would it have been so hard to either a) find the answer to my question or b) forward my email to the right person? This situation is not that extreme, but it shows how small things can leave a lasting impression about the company.

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