Re: Is it on?
"However, the other possible problem is that the company's web form didn't highlight the error for him - if it did that when he tried to submit the erroneous data, he might have spotted the problem himself without the need to call you."
Another problem with ill-thought-out forms is the mandatory field which is half a screen away from all the other fields, say Title (mandatory? really) somewhere in the middle of the explanation of how to fill in the form. Stream of conciousness is not a good way to design a user interface.
Then there are fields which are only appropriate for some circumstances - no your two letter abbreviations for US states aren't appropriate if I'm in the UK.
And entire pages designed to only fit onto screens of at least 6000x4000 pixels.