Friday, January 6th, 2023, 3:25 am
“Apps” and “Web Sites” Aren’t Progress, They’ve Made Customer Service Vastly Worse
Filed under: 
ith some exceptions, the move to digital has made services a lot worse than before, albeit “efficient” (i.e. cheap) to corporations which offload all the tasks to clients.
Today I needed to contact a pension provider, having received a template response after I had submitted a form (using a browser I don’t typically use; they support only a very narrow range of browsers!).
I contacted them a second time, using a Web form, after they basically gave a no-service no-help “reply”:
This is what I told them:
Hi,
I am very disappointed by your response. I submitted a contact request and you got back to me with the following, using a “DoNotReply” email address.
You Said:
“Thank you for sending us your request at 6:33 AM on 4th January 2023.
So we can assist further, please clarify the nature of your query.
Kind regards”
There is no reference number, I cannot respond to you, so what is the point of that communication?
I said I urgently need to contact someone about my account. I never receive mail or calls from you. You’ve been taking my money for half a decade and when I ask to be contacted all you can offer is a “wonthelp” from a “DoNotReply” address? I need actual service, I have paid you a lot of money and you don’t seem to be offering any service.
Please phone me to rectify or send email from a real email address. I am available all day today (Friday). Please arrange for someone to call. I don’t wish to use Web sites. Pensions should not be tied to Web sites and “Apps”. They’re pensions.
Regards,
Dr. Roy Schestowitz in Manchester
I don’t want to name the company, but if they keep failing I will name them and maybe move all my money to another pension provider. Same for my wife.
