Here’s a rant after my own heart:
I was puzzled, so I checked the website and got nowhere. The password I’d used for the account was suddenly not accepted.
So I phoned the number on the website. And got nowhere. This time the problem seemed to be my PIN.
Or maybe my account number. Or maybe my customer ID. Or my PCN number. Whatever that was. The recorded message didn’t really care. I gave up.
I had become the innocent victim of the new digital age in which the algorithm reigns supreme.
There was a time when a human being with a problem talked to another human being who helped to get it sorted. Those days are gone.
The lives of big companies and government officials are made so much easier if we customers or clients can be kept at arm’s length.
The online experience is bad enough — but when you dare to call the “Customer Care” (ha!) telephone number, that’s really when the SHTF.
A combination of the two above means that I will be changing my Medicare supplemental insurer, because it seems to be the only way I can punish these assholes for their bovine indifference to my situation.
I’ll let Humphrys finish this rant:
Increasingly, we are being deprived of even a semblance of what we once thought of as customer service.
We are left talking to a computer screen behind which sits not another human being, but an algorithm. Or a recorded telephone announcement that may or may not respond to our pleas for help.
It’s as though any human compassion in the relationship between customer and provider has simply disappeared. And that’s very sad.
Or enraging. Ten guesses which side I’m on.