Demand Five won’t let me in
Demand Five demands login to report inability to login.
Posted 17 Aug 2008, late morning.
Tagged with bugs, demand five, five, qa, television, testing, video, web.
Picture the scene: you sit down on a lazy Sunday afternoon to catch up with last week's Neighbours episodes using Five's answer to iPlayer, Demand Five. Unfortunately, you appear to have forgotten your password. Luckily you can reset your password by entering your email address.
You promptly receive an email:
Please Click Here to reset your password.
Upon following the reset link and duly entering a new password as prompted, you're told that:
Reset Password token is not in the correct format.
(ResetToken is a variable included in the querystring provided in the email.)
Being in a reasonably tolerant mood, you decide to give it another go. You submit another reset request and receive a second email containing a link with a new ResetToken - which results in the same error.
Oh well, bugs happen. Fortunately, the email also enthuses:
Need help? We're here for you. Our FAQs cover all aspects of Demand Five but if you can't solve your problem then you can contact our support team.
Amazingly - and apparently without hint of intentional comedic-irony - when you attempt to contact the lovely people at Five, you're told:
...email us or contact us via live chat. You need to be registered and logged in to use this service.
So, the customer can't login because they've lost their password; they can't reset their password because the process is broken and they can't contact Five to report the bug because they have to log in to send an email.
Brilliant work, guys.
