Rant about Govt help lines (worldwide)

Hi folks

perhaps not really appropriate for this section but I'm sure 100,000's of people have a similar question.

Why on earth do all these govt phone services (when you can actually get through to any of them) -- at any level, state, federal, national, parish,village council etc etc -- world wide always go through endless wretched info about "....You can find this / this /this on our website at ...". especially if it takes over 30 mins to actually speak to a human in the ist place.

Are these people so robotic that they don't understand why 99% of people use the phone in the ist place --if the stuff could be solved via the internet people would already have done it. Who in their right minds is going to go through endless telephone menu loops, hideous music and unpredictable long waiting times which makes even the legendary waiting time queues in the British NHS heath system seem short by comparison.

Sorry for the rant -- but have just spent a gruelling 2.5 hrs with the UK tax authorities who decided in the end they actually OWED ME the princely sum of 125 EUR !!!!! -- goodness knows what those civil servants are getting paid !!!. Meanwhile there are hedge funds and all sorts of billionaires who earn more in a few hours than I would in 10 years (and I do earn reasonable money) who pay ZILCH !!!.

I have to say though the US federal system was a lot better when I needed an exemption for witholding tax for investing on US markets --I'm sure @TraderGary knows what I'm on about here.

At least the phone wait was only 12 mins and there was a toll free 800 nr -- not only that but it gave a call back option so I didn't have to wait hanging on to a phone.

Cheers
jimbo

It’s all by design.
A. A large percentage of people hang up before getting to a telephonist resulting in b.
B. Minimise costs of employing staff

That’s one reason.

The voice recorded prompts are designed to infuriate. For the purpose of A.

Covid was a Govt. Godsend. Now everyone gets to say they're extra busy because of.. *insert dumb excuse here

Money, money, money, money.... MONEY!!!

It's the stupid way the entire country runs (at least where I live) No matter what issue one is dealing with, government issues, utility company calls, technical assistance, etc, etc , customer assistance and customer service is practically nil. Talking to a human is almost impossible. If one, by some miracle, is able to get to an actual human, most times they can't be understood or will run you around in circles. As was stated, they want to frustrate you to the point you'll hang up.

There's only one company or entity I've found in recent years that still gives a rat's rear end and believes in giving fast and exemplary customer service's and that's....wait for it as I'm going to whisper it's name...Apple. I'm amazed how easy it is every time I have to call them.

glasskuter said:

It's the stupid way the entire country runs (at least where I live) No matter what issue one is dealing with, government issues, utility company calls, technical assistance, etc, etc , customer assistance and customer service is practically nil. Talking to a human is almost impossible. If one, by some miracle, is able to get to an actual human, most times they can't be understood or will run you around in circles. As was stated, they want to frustrate you to the point you'll hang up.

There's only one company or entity I've found in recent years that still gives a rat's rear end and believes in giving fast and exemplary customer service's and that's....wait for it as I'm going to whisper it's name...Apple. I'm amazed how easy it is every time I have to call them.

Click to expand...

Talking to a human will become even harder - AI can already mimic human speech. You soon won't know if you're talking to an actual person or not!

glasskuter said:

It's the stupid way the entire country runs (at least where I live) No matter what issue one is dealing with, government issues, utility company calls, technical assistance, etc, etc , customer assistance and customer service is practically nil. Talking to a human is almost impossible. If one, by some miracle, is able to get to an actual human, most times they can't be understood or will run you around in circles. As was stated, they want to frustrate you to the point you'll hang up.

There's only one company or entity I've found in recent years that still gives a rat's rear end and believes in giving fast and exemplary customer service's and that's....wait for it as I'm going to whisper it's name...Apple. I'm amazed how easy it is every time I have to call them.

Click to expand...

Hi there

I thought everybody in Texas was so rich that even the fleas can afford to hire their own dogs !!!! -

Anyway it shows the whole system is 100% broken wherever you live. It would be so easy to solve or at least with a little bit of technology at barely any extra cost : - simply either give the nr waiting in the queue with a count down (that facility used to be standard even 25 years ago !!) or offer a call back facility -- or both. Almost minimal cost and would be a so much better experience for anybody having to use these dreadful systems.

Cheers
jimbo

jimbo45 said:

Why on earth do all these govt phone services ... always go through endless wretched info about "....You can find this / this /this on our website at ...". Are these people so robotic that they don't understand why 99% of people use the phone in the ist place --if the stuff could be solved via the internet people would already have done it.

Click to expand...

Who's in a better position to know what people call about -- you or them?

BruceR said:

Who's in a better position to know what people call about -- you or them?

Click to expand...

Bruce, I have a question, tell me what it is. I think Jimbo is right when he says if people are going to call, it’s for a reason. That of course is taking into account that the caller has some degree intelligence

If a person has the willpower and stamina to make it though 4 lots of six “Press ‘#’ now” voice prompts, there is obviously a reason they are calling that they can’t find an answer elsewhere for. So pick up the damn phone already!

Phone trees & robot roadblocks are commonplace. And I am not saying it is by design to thin-out the cue because it sounds good, I’ve been in meetings for (and I am not kidding you) mental health services where the discussion has been for exactly that reason.

“You can find *** information on our website” is generally stated at the beginning of the call, thereafter you are tested, tried and punished with the phone trees & robot roadblocks to try and discourage you from continuing. Meaningless & ambiguous options, and sometimes just an impossible path, a Penrose stairway that often just takes you back to the original menu.

It’s all by design.

antspants said:

If a person has the willpower and stamina to make it though 4 lots of six “Press ‘#’ now” voice prompts, there is obviously a reason they are calling that they can’t find an answer elsewhere for. So pick up the damn phone already!

Phone trees & robot roadblocks are commonplace. And I am not saying it is by design to thin-out the cue because it sounds good, I’ve been in meetings for (and I am not kidding you) mental health services where the discussion has been for exactly that reason.

“You can find *** information on our website” is generally stated at the beginning of the call, thereafter you are tested, tried and punished with the phone trees & robot roadblocks to try and discourage you from continuing. Meaningless & ambiguous options, and sometimes just an impossible path, a Penrose stairway that often just takes you back to the original menu.

It’s all by design.

Click to expand...

Too many of people designing those services have seen the artwork of MC Escher with his "impossible figures" -- try this staircase :


cheers
jimbo