Automated Phone Systems: Why Can’t We Get A Live Operator Anymore?

I’m so over these companies automated phone systems.  You have to go through so many prompts just to get to the right department.  Press 1 press 4 press this press that it’s really aggravating.  And why pressing the # 0 for an operator is not always an option on some of these systems.  Then you have the hold time which is ridiculously long at times.  And the automated systems that annoys me the most the one’s that don’t put you on hold and gives you the message to leave a number and someone will call you as soon as possible because they are busy with other customers.  That’s what I’m dealing with this morning I called a company to set up an account yet I can’t get a live person on the phone so I had to leave my name and number.  I can’t set up  the account through the website because it doesn’t give you the option to do so (which is stupid if you ask me banks let you set up an account online why can’t this company) you have to talk to a rep on the phone.  Talk to a rep on a live chat on the website who said he was supposed to call me to set up the account within 15 minutes its been over 15 minutes now and still no call back yet.  Now I called these people when they first opened up at 8am eastern standard time and still can’t get a live rep to save my life.  You are telling that you are this busy as soon as you open up really who are you fooling *shakes my head*.  Why do we have the word soon anyway?  Soon never means right away it means at an unknown future time or date.  It’s like when people call 4-6pm traffic rush hour which I don’t see the point in calling it that cause everybody moves too damn slow on the highways they should call it the snail hour.  Whatever happened to real customer service these days?  Seriously, if you really care about your customers you will have the man power to handle the demand of customers. Why should I have to go through hoops and fire loops on an automated system just to get to one person or to be put on hold or to wait on a call back.  It’s very frustrating to a consumer when they can’t get the proper help they need right away.   You just feel that no one cares to help you anymore.  The evolution of technology has had its advantages but at the same time has been an inconvenience.  Companies want your money then give consumers quality customer service.  Then companies wonder why  consumers are so quick to switch companies for different products and services.  When the customer service sucks why would anyone be loyal to your business.  At times I prefer the small businesses because you get more of a personalized service but to the big companies and corporations you are nothing more than a number just spending money to put in the CEO’s pocket *shakes my head*  I know that with big companies you will not ever get the more personalized customer service cause they have many customers but at the same time can they at least cut out the many options you have to press to get to a live operator because it’s really ridiculous how many they have.  Some automated systems have so many options you have to press to get to a rep it can take you 15 minutes just pressing buttons (And I know we have all been through that).  In my opinion and I’m sure it’s not just me there should only be 5 options on an automated system:  To make a payment, billing, sales, cancellation, and for all other questions and issues a live operator.  That’s it that’s all it’s that simple.  Consumers don’t need to press an option for a department then still have to press many options to get to a live person within the department that’s just too much.  Simplicity is the key to automated systems.  And these days people make things more complicated than it really has to be.  What is wrong with just keeping it simple sometimes I just don’t get it.  It’s no wonder why people are so stressed out these days everything is made to be so complicated.

By the way I finally got my call back from the rep from this company after an hour.  So much for 15 minutes if you know its going to be a long time don’t lie to me.  Reason/Excuse was busy with a lot of calls and more people (meaning employees) just came in Unbelievable *shakes my head*