Readers comments on automated phone systems

(1) The main utility in New York City, Con Edison, has a diabolical voice mail. If you hit "0”, a cheery voice says "thank you for calling Con Edison" and disconnects the line. The only way to get a real live person is to punch the code for reporting a gas emergency.

(2)My mother who had trouble with her eyes could not see well enough to press those numbers and had to take the phone from her ear to look at the numbers so she could press whatever button she needed. Sometimes it would disconnect her before she could push the right button. She would get so frustrated and call me to help. I think this is a sorry situation for all of us but especially for our elders who might have trouble hearing and seeing.

(3) I too have encountered some automated business call systems that made me want to drive right over and change my account or service to another company. However, I have encountered some that were both easy to use and led me to an answer quicker than an employee in a busy office could have helped me alone. The technical difference is simply in the programming. The human difference is, I suspect, in whether anybody high enough up in the company that they really ought to making decisions affecting their customers' satisfaction ever sat down and actually tried the new service experience before its installation.

(4) Oh, you cannot know the meaning of aggravation until you have tried to reach the good folks at AT&T. I asked the young lady in Bombay (and I'm not complaining that I was talking to someone in India) to please fwd my concern as high as she could that it was ironic to see this giant of American communications technology reduced to an impenetrable voice messaging system.

(5) Amen--and there are many more companies and businesses that provide the same "automated" service!
242 (05-03)
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