Corporations have never been known for being warm and fuzzy. Couple that with the shortage of hireable reliable people and the presumption of computer competent customers and we’re in trouble.
Corporations are delegating the front office work to the customer. Remember the days when you could call a business and an English-speaking human being would answer the phone and say may I help you, and tried to? That person, if there is one, has become so overwhelmed that the greeting sounds more melpew. More often than not it’s a computer-generated automated attendant with two or three options. Sometimes it offers to connect you to a specific person: if you know their extension number. Once upon a time you could click 0 or 8 to get a helpful operator.
Often you get connected to a more technical automated attendant with a long list of options, none of which sounds like what you need. Click the one that sounds closest and you are confronted with another list that might sound useful. Otherwise, it includes directions in rapid fire English directing you to a 16-bit gobbledygook website URL. After a few tries, if it allows you more than one, you go to the website and more vague options, none of which sounds like your need. You guess a few more and then in frustration click on FAQ. That may have a few answers, a thousand or a QR code, but again nothing that sounds like what you need.
My HX brand printer told me I needed ink. I ordered the cartridge from the factory. It came in a simple cardboard box. When I actually needed it, I installed the cartridge. It did not work, instead I got a vague message “There is a problem with the supply system. Try replacing the affected cartridge with a different non-empty cartridge,” like at $75, I had several in stock. I tried to get online help. Got a link to a user site that did not tell me anything I did not know. After many tries, I got through to a factory site and they basically said if you did not test it within 30 days too bad. Warranty starts thirty days from when they ship it, not when you use it. Don’t buy a spare. HX Sent me to Just Answer, they offered to help if I approved a refundable $5 change. Everything their expert proposed I had already tried, like plug it in. I gave up.
I bought a new Xpson printer. Plugged it in. Installing it took an hour, and the copier part worked fine but it would not print from my computer. I tried to call the store, and like the phone company, they have no phone number. I contacted Xpson online tech support and after three hours with the chat-bot it still would not work. They sent me to Just Answer where I wasted another hour. They suggested the things we all know to try like plugging it in or trying a different router, as if we all have several to choose from. They had both blamed the problem on my Mac. So, I called 1-800-My Apple. In about 3 clicks I was talking to a live competent human. I explained the history. In less than 10 minutes she said try it now, and it worked. She installed the proper software into the Xpson printer. Then she agreed to stay on line while I tried my wife’s computer. It would print too. The Apple tech had fixed the problem in the Xpson printer remotely, almost instantly.
Next week my wife asked me about a $55 charge from Just Answer. I had authorized a $2 and a $5 refundable charge previously. I called my credit card company, Chase, and learned that if you approve the refundable $5 charge you are automatically enrolled in a subscription at $55 a month whether you use it or not.
HX has lost a faithful 40-year customer over poor service. Just Answer fooled me once, good bye. Some others are on thin ice. Corporations are taking customers for granted. When you have millions, you can treat them as servants, alienate a few thousand and make it up on volume.
Ken Obenski is a forensic engineer, now safety and freedom advocate in South Kona. He writes a biweekly column for West Hawaii Today. Feedback encouraged at obenskik@gmail.com.