I am developing a web-browser-based contact form for our public web site. The form allows a user to enter their email address and compose a message. Upon submission an email is generated and sent to an internal email address that we aren't putting on the public site to reduce spam. This is generally considered to be a best and common practice.
There is a conversation going on at the management (PHB) level about this. Because for many years the site did not follow this practice (before my arrival) they are questioning whether sending a message via HTML form would present a poor user experience, which could aggravate a customer if they are contacting us because something is wrong (i.e. they are already "not happy with us").
However, on the substance of the objection--that web forms are inferior to native client emails--is that true?