In case you haven't noticed, customer service has turned into customer DISservice.
Today, as customers, many of the organizations we need help from REFUSE to talk to us - live - via phone. Instead, they give us a robot controlled decision tree to choose from (which often does NOT have the choice we need help with) or doesn't connect us with a live customer service or support person. Or, forces us to email or text them or leave a voicemail message or schedule a call back (at THEIR convenience). Whatever method they use, they don't want to deal with us, and don't care if they alienate their customers.
As a consumer, customer disservice is NOT what I expect, what I demand and what I pay for. When I have a problem that a robot or voice tree can't, or doesn't, solve, I want to get help from a real live human being. NOW!
How did this customer disservice come about? I blame millennials. They are not used to working, or interested in talking to anybody, including customers. They have convinced the organizations they work for to do away with actual live customer support and instead, instruct us paying customers to go visit an online help forum. Or they disconnect you!
Here's a message for all organizations that no longer provide free live fast customer service. It's customer disservice. And it's unacceptable.