I had a simple, common contact form on my design portfolio website that worked well for about a year. Then I had this exchange with a prominent local reporter / blogger via Twitter to her 5,000+ followers:
Client: #WEBDESIGN #FAIL! @(myhandle)’s contact form terribly broken! Can’t get in touch about my project—won’t be using her services! #Inept!
Me: @(Client) Thx for yr honest feedback. Sorry to hear you had difficulty w/my form. I’d like to diagnose the issue—pls contact me @ (myemail).
Client: (via email) What kind of web designer are you? I tried to upload my project’s documents, only 25mb of PDFs, using your contact form and it didn’t work!
Me: Yes, my contact form isn’t designed to allow uploads of any kind; it’s just a simple way for folks to state the nature of their project and start a conversation. I’m so sorry that misunderstanding was frustrating experience for you. Now that we’re communicating via email, I’d be more than happy to take a look at your documents and learn more about your project.
Client: I’m not stupid, you clearly don’t know what you’re talking about. I’m well connected in this city, and you won’t be getting any recommendations from me!