Over the last few weeks, while talking to friends and relatives, they have laid bare a horror trail of trying to do business with private and government organisations.
Recently, one friend tried to renew his car insurance with a nationally-known f
irm.
He rang them and – I am sure you have already guessed what happened – he got through to a call centre in India.
"My name, sir, is (unrecognisable) and how can I help you," said the call centre employee.
The friend started to give the facts about the car and himself but in the middle of the conversation was cut off. He tried again and this time explained what had happened and was told: "Hold on sir, I will transfer you."
The phone then gave out a dialing tone and a voice answered: "Yes."
My friend explained that he wanted to insure his car and had been cut off.
"This is a private telephone," said the voice at the other end. "I know nothing about insurance." Down went the phone.
Call number three and success at last. He got through, gave all the information and paid by credit card. My friend thought all he had to do was expect the car insurance certificate through the post in about seven days.
A fourth call to India confirmed they had been sent. Twenty nine days later and counting and he is still waiting.
This week, a former colleague wanted to make an appointment with the tax office. He called the number listed for Alnwick but ended up talking to a call centre.
All he wanted to do was to make an appointment with the Alnwick tax office to seek clarification over a problem. He had to give the usual details and was then told that he would have to contact his main tax office, which is in the south, so that they could make an appointment for him to see a tax officer in Alnwick.
How time-wasting is that and how much more expensive is it for the poor caller?
I was told recently by my dentist that I needed to have an appointment with the dental hospital. An appointment would follow, I was told.
What happened? I got a form, after about a two-month wait, telling me to call a number in Newcastle to make the appointment. I did, but was told there was none available for the next month and they would have to phone me back at some time in the future so that I could make an appointment.
They also wanted me to tick one of 17 boxes listing my ethnic group. What difference does an ethnic group make for a dental appointment?
Incidentally, groups from 'white British' to 'other ethnic groups' were listed A to S but when it comes to 'not stated,' what ever that means, it was the letter Z.
If it was not stated, why do you need a box?
