Over the past several year, it has become a major trend among the biggest of the corporations with presence on the Internet to automate their systems for customer service.
Much like those dreaded phone systems that say for “for option one, pres one, for option two, press two”, the automated online help system is a pain and it is almost useless when a case for real help is needed.
two years ago, my Yahoo! Account was hijacked. After multiple tries of getting help to recover it, the only thing I have gotten from Yahoo! Is the great runaround and automated canned responses which did not address the issue at all. Of course, if you try to call them using the telephone, you get even less help. And just try and find their corporate offices. Here in Tokyo, they are particularly anti-customer service and as such don’t even let the general public into their corporate offices.
What ever happened to the customer service of yester-year? I am afraid that as we get further and further into the real of online systems with the ease of not having to actually support products that we sell, the trend will be that the corporations will be saying, “you have a problem? Tough!”.
Of course, this might just be a figment of my imagination, but two years going and I still don’t have access to my account and someone else does.