There’s nobody to talk to

ARLIER this week I said I would visit (in person) Manchester City Council to discuss issues with browser compatibility in their Web site.

I finally did so yesterday afternoon. As planned, I brought pen and some papers in order to take notes.

I arrived at about 1PM. Prior to that I went to Heron House (registration office) to ask for directions. As a slight divergence, because Heron House also houses GCHQ, I couldn’t help but notice about 4 people, some with heavy firearms, at the front entrance (I assumed due to high perceived threat from Russian or Islamic terrorists). I don’t think I saw anything like that before in Heron House. Worrying? Maybe.

Back on topic, so the folks in Heron House kindly and politely directed me where to go (another building, just across the road). The person at the entrance was just some useless (unaware of what his job was) contractor, but once at the first floor their staff was very helpful. There was hardly a queue. That’s good!

Heron House was OK, unlike before. The other building was more hostile, as they seem to interpret complaints (about service/disservice) or unhappy customers as a threat and then prematurely escalate in order to intimidate ‘dissenters’. To their credit, they quickly deescalated owing to staff that realised they had over-reacted. I’ll come back to this point at a later point. Also to their credit, there was no queue and quite a few people at the desk (3 ladies).

The “final destination”, Manchester City Council Customer Service, wasn’t technical and that’s fine. I tried to ask where I can speak to technical staff or, if feasible, file a report about the site. They insisted this was not possible and that was obviously a lie. It was either laziness or obstruction.

I explained to them, politely, that both my wife and I didn’t use Chrome or Chromium-based browsers and thus, like “disabled people”, we were excluded or left out. I explained to them that tens of thousands of people in Manchester alone probably find themselves in the same position as us and being technical and willing, I wished to do something to correct this. I moreover explained that what the Manchester City Council does – even if by contracting a rogue or clueless third party – leads many people to frustration and forces many users to abandoned perfectly capable Web browsers. I added that unwittingly the Manchester City Council helped American monopolies cement monoculture on the Web and this was easily fixable (if only I could raise this issue with the correct person/department).

This led nearly nowhere. I told them that those companies were “hiding” from feedback as it would be “costly” to handle it. I said that certainly someone at Manchester City Council (which is where I already was) could handle this but layers or bureaucracy or procedures prevented them from being contacted.

In the next parts I’ll explain two attempts to reach the right department and why it’s anything but assured.

Customer services everywhere have deteriorated. Impersonal authorities and companies would become the ‘norm’ unless challenged.

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This entry was posted on Friday, October 23rd, 2026 at 4:21 am and is filed under Cyberspace, Internet, Web-based. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.