95 points
The problem is the same as with the telephone answering trees.
If they’re used to help you get where you’re going, then they’re great. But that’s not the best financially motivated decision. Solving your problem costs the companies money. Pissing you off and convincing you that your problem shouldn’t be fixed saves money on support.
So making you go round in circles is the machine doing EXACTLY what they want it to do.
38 points
That’s an additional problem.
But the bigger problem is that it’s not actually possible to do a good job without genuine meaningful investment in building out the tooling properly.
17 points
