Hotline ala Kafka
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Sound familiar to you?
Just a quick quote of Tim Bray's blog entry "To Customer Support":
Unfortunately, [the] web site does not have a solution to this particular problem, so I need to talk to a person. Imagine my dismay when, at three successive levels of telephone menu, I have to listen to lengthy exhortations on the wonderfulness of your Web site and on how it could solve my problem if I would go away and (please, please) not call you. If I could use the Web site, I wouldn't be calling!Amen to that!
