Thoughtful Thursday – A Decline in Customer “Service”


thoughtful

Has anyone else noticed that organizations and governments today really don’t provide customer service? This is something I keep running into. It’s like they don’t actually read your support request.

Case 1: “Service” Canada

I put in a suggestion to enhance their website. They switched to a model a couple of years ago where every service is accessed from a central place. This is nice *in theory*. I’m currently collecting EI and the first thing I see on login is menus for people collecting retirement pensions. I’m not eligible for my pension for about 30 more years, so I thought it would be great if they could put what I’m currently there for in the forefront for me rather than having to search for it. I put in a ticket for the suggestion and the response was to send my request to EI. My request had nothing to do with EI or a specific program, so I tried again with a new request that didn’t specify a program and said website enhancement. Then the response was that they need a program specified in order to know where to direct the request.

Case 2: Pokemon Go

For some reason, as someone who is logging in via the Pokemon Trainer Club, I’m having to reset my password every two days. It just stops working. I tried to explain that there is something wrong with my account, but they just told me to reset my password. Did they even read my support request?

I’m sure there are more examples of this out there than these two that I’ve experienced recently. I’m getting this feeling that a robot is scanning for keywords and not understanding what the ticket is actually saying.

Anyone else experience something similar to either of these cases? Something worse?

Salut,
R~

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