Hung up on attitude of phone companies

Utility companies that ensure complaints or even inquiries are directed to machines rather than people, must be working on the theory that if you make it hard enough for them, your customers will give up.

The telcos in particular have got this down to a fine art.

Call them about anything and there’s a good chance you’ll be tearing your hair out before you make human contact.

For communications businesses, they are very bad at communicating and every time I express this sentiment I am hard pressed to find anyone to contradict me. In fact, the reaction is usually hearty and sometimes heated, agreement.

I’ve yet to find someone who will say:  “I don’t understand your problem. My provider is fantastic and the customer service is fast and efficient.”

How many times have you called your phone company only to be transferred from department to department while you repeat your sad story 10 times in the vague hope that someone might actually be able to solve it for you?

There’s also the chance that after saying it a dozen times you’ll get cut off and have to start again or alternatively, end up right back with the department where you started.

For me, the annoyance starts the minute the telco’s number is answered by an anonymous and exceedingly irritating recorded voice.

“I’m sorry. I didn’t hear that …”

Since I’m already annoyed at having to contact them at all, it’s not a good start.

It gets better. “Enter your pin.”

“I don’t have one.”

“Enter your pin.”

“I don’t have one.” Just how long can this go on?

“Enter your pin.”

“I hate you and all your kin and your ancestors and your grandchildren.”

“Enter your pin.”

 “Would you like to know where I would like to stick this telephone?”

 “Enter your pin.”

I swear it’s a telco plot to keep complaint numbers down because there’s a good chance that by now the customer is either a jibbering wreck or has given up and hung up.

My whine is that I never seem to get any service wherever I go. I can honestly walk around in a shop for half an hour without anybody paying any attention to me at all.

The other day I was at an electronic store looking to buy a new washing machine, but left after not being helped or asked to be helped.

This happens all the time. If I ask for help when I need it, like last time I visited a phone store to ask how some button on my phone worked, the shop assistant had no patience with me and started helping someone else.

I find I am invisible in a shop when I am by myself, yet when I am with my daughter, they all say hi to her on entering!  It is so bad that when they are giving away samples, I have to walk up to these people myself and ask for it!

I would be the best Mystery Shopper ever, because I am apparently invisible!

I am not old and do not look weird, just invisible.

The only exception seems to be Myer where the staff are always friendly.

K. Hanssen