Service Please

For the last few months, I’ve been trying to find somewhere for our little dog to stay while we go abroad – and I keep on hitting the same wall.
It’s a wall that is not confined to that little corner of the world, either, as I keep hitting it in other areas too.

I started by emailing my first choice of kennels.  After a month, I tried phoning them.  Then I tried phoning three other kennels.

I still have had no reply to my email.  And NOT ONE of the kennels I have tried ever answer their phone.  No, I get an answering service, every time.
My only option is to call them when I have time to talk, and leave my number so they can call me back when I’m out!

The last one I called was actually answered by a real person.  Once I got over the shock, I was able to find out that the person I was talking to was the husband of the person I wanted.  After a brief chat, I was promised that I would be called back ‘shortly’.
I waited two weeks.

Then I called again, spoke to the woman, and was told that I had to register on the website…

Oh boy.

Well, the website asked my name and telephone number, then wanted to know about my dog.  Now, I love my dog, but I have to admit that he is, in essence, a mongrel.  Worldwide, the most common ‘breed’ of dog there is, when you think about it.

Not according to this website, though.  ‘Mongrel’ is just one of the many breeds they don’t recognise.  Which would be fine, if only they allowed you to carry on past that point – only they don’t.  You must put in what they consider to be a ‘valid’ breed of dog before you can move on the next bit of the site.

So I go to their ‘contact’ page, to ask them what I should do next.  If you haven’t worked it out yet, contact pages on websites are there to control how you get in touch with them – they don’t want thousands of emails cluttering up their system (which is exactly what would happen if they put an email address on there) so they provide a form in which you can enter the relevant information, and they will email you.
I’m going to ignore the fact that they refuse to give you an email address, but insist on having yours…

Why do they need to know my full name, address, and telephone number to reply to a message when they insist on having my email address?  Surely, they only need the message itself, and the address to send the reply to?

So, after a fight, I finally give them an address that they will accept: Their own.

I’m getting away from the point, though.

The thing is, we now have all this technology to make life easier, and it makes life harder.  Service is now non-existent.  Nobody answers the phone, because there is a machine to do that.  Nobody calls you back, because they expect you to call them.

Websites are designed (badly) to collect your data first, and provide a service second.  A very distant second, too.

We, the customers, are supposed to just accept that this is the way the world works, now.  When I talk to people about it, they say ‘there’s nothing we can do about it’, or ‘we just have to accept it’.

I disagree.

Not two minutes ago, I got a phone call from the website.  The nice lady told me that ‘all I had to do was…’ and when I said that wasn’t an option, she did it for me.  So my dog is now registered, and I can proceed to finding other problems with the site.

The thing is, though, I got what I wanted without playing their game.  I didn’t meekly submit.  Instead, I forced them to take the time and expense of calling me and dealing with the issue.  It cost them to do it – and if everybody did the same, they’d realise that the cheap options were actually a bad idea.



Both comments and pings are currently closed.



Our Privacy Policy statement.

All this garbage copyrighted by bart © 2009-2022 I hate you all All Rights Reserved