Senior Customers – Ill-served

Mar 20, 2019 Letters

DEAR EDITOR,

The old lady complained that she did not receive her usual monthly bill from GT&T, through the post. When she eventually got through to – of all places ‘Customer Service’ – she had to wait for an interminable period before being advised in well practised robotic tones the unusual amount of the bill to be paid.
In despairing protest she insisted on being sent details of calls recorded, the voice in turn insisted that she must seek help from one of the (voiceless) branches.
One only knew because she called for help for a taxi-fare.
This is not an untypical story. It was told to a physically challenged colleague in order to earn some needed sympathy – an attribute unlikely to be found in an (un) enlightened technological environment of GT&T, who admittedly does ask us customers to do more (presumably having them do less).
Nor is there any public notice of these discomfiting changes in what, derisibly, is still called Customer Services, and indeed of new and increased charges.
But appeals and complaints continue to fall on the distracted ears of those who accept responsibility for monitoring this technological overweight.

Yours faithfully,
A Pensioner – With help from a private technologist

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