To be totally sick of modern technology and having to do so much online

[Lifeomars]

i have been almost reduced to screaming and crying over the past three days due to almost everything having to be dealt with online.

!. I ordered some hair straighteners online from Boots, all fine and dandy. I got a text from Royal Mail saying they would be delivered on 26 Nov and giving me the tracking details. They never showed up and tracking showed them as being at sorting centre. This message showed every day for the following week, trying to track it online did not work. Going onto Boots website had a piece of info saying not to contact them until 7 working days had elapsed without them turning up. 7 days passed and I went back on the Boots site .After a good few minutes of scrolling through rather unclear information I then had to engage with a bot to try and explain what was happening (or not happening in my case). The box to enter my order number in would not work and after trying for 20 mins and feeling like ripping my (unstraightened) hair our I tried to use the email facility. This took another 10 minutes as all you are allowed to do is scroll though to find the option. It keeps trying to divert you to their FAQ but in the end I managed to fill it in. The whole process was hideous and I kept thinking that a 5 minute conversation with a human being would have sorted it out.

2, Today I had a message from my phone provider EE saying I had exceeded my "spend cap". I have been with them for two years and was not even aware that I had one. Can't phone them as I now cannor use my phone, can't log into my account on my laptop as I cannot remember my password (never use the online account). To set a new password requires that they send me a text, phone is now not even receiving texts which is odd so atm I am phoneless. I do not use my phone excessively, a bit of WhatsApp, some texts, and all the online stuff is done via my broadband account. Basically I feel that I have been almost driven to the brink by tech over the past few days. Great when it works but when it plays up it seems to take so much mental energy to sort it all out.

It's the ultimate irony that (almost) everyone on the planet has a phone now and it's almost impossible to actually speak to anyone.

Great news if parking machines are going to accept contactless payments instead of endless apps.

Yesterday I downloaded a bible reading app. Oh no I couldn't just use it, I had to set up an account - just why??? I put in my details, set up a password etc then it says I can't use that email address- the only one I've had forever - no explanation - just bonkers.

Yes very tiring. Tried book dentist online tried put in verification code to confirm. Ended up calling into them. Bank same cant get through. Everything is so much hassle now.

Agree. Drives me nuts. Log in and join an app so that I can order from a cafe, that I'm never going to visit again.
Reminds of this Outrage : Buying bread rolls clip:

clip

Last Christmas I had seen a particular gift in a shop window and later planned on going to another nearby branch to get it. I tried to phone to see if they had it in stock there but couldn't find a number. I then sent a customer query asking for the number of the store, this was a centralised service, so I had to give lots of info about my location etc. As i got no reply I didn't go to the shop. The next day I got a reply saying it's a phone free store and could they assist etc. so I sent a reply asking about the item. I can presume this went through some internal messaging system and a day later I got a reply saying yes they do stock it.

As opposed to 'hi do you guys have x product, yes we do, ok see you in 20 mins'.

Yet retailers love to complain about losing store business to online sales.

That clip is brilliant!!

Yes, I've found Octopus great. Even their standard emails e.g. asking for a reading or telling me the bill, I can just reply to the email with a query and a person replies straight back to me. They've been fab for customer service. And they put any link that you actually need to pay/enter a meter reading in the email, in a way that means you don't have to log in!

I think you are unclear about what the issue is and that your issue is automation and lack of personalisation rather than things just generally being online. I think everyone would agree with this. It seems to be the greed of the big companies who minimise admin on their end by streamlining customer service systems and some people fall between the cracks and can’t get what they need if their problem doest’t fit into a neat category.

If is a trade off on our end for convenience but we open ourselves up to the risks. I now use alternatives to Amazon and Deliveroo for this reason wherever possible. Sometimes I still turn to them if I’m stuck, but I know that if they let me down e.g. don’t send my full order, I’ll simply lose the money. It’s extra frustrating in your case bc brands like Boots and EE you’d expect to be better. RM if there’s a problem again I find it hard to get it resolved.

Mid-size and more youthful companies are much more ethical in terms of their products and being fare and gracious with their customers as well, but this doe’s usually translate to higher costs!

In defence of the older generation, my dear late Mum was a proficient silver surfer, and my 85 year old DF is pretty adept with his smartphone.

Me, not so much. I had a phone upgrade in the summer and basically went to the 3 shop where a lovely young man (yes, I hear that voice too typing those words) asked me what I wanted in a new phone / package. So I said, make calls, camera, a few essential apps like the bank and Facebook. He rattled off a load of tech jargon about data and storage and registering the blank expression on my face sorted me the best monthly deal, gave me as much discount as he could, and without me even asking just transferred everything over. I felt as though I'd been treated as he would a beloved grandmother. In fact, I even figured out how to leave him a glowing review.

Back to the elderly though - I'm supporting my DF alot as his physical health has deteriorated significantly this year, and though his mental acuity is pretty good, the stress if thus and separating from my batshit SM after 40 years means he needs a bot more support.

Which brings me to my next rant - BLOODY PRESCRIPTIONS, and the lack if joined up technology between apps, pharmacies and GPs. Alot of his medication is absolutely vital and then suddenly after years of regularity, some algorithm gets arsey about "synchronisation" or his usual 20mg tablets aren't available and 10mg can't be issued without going back to the GP through "the system" which throws everything out for months. GP can't issue paper prescriptions in an emergency to take to a pharmacy, oh no it has to be sent electronically where on more than one occasion it's vanished into the ether completely. We're both pretty sanguine about possible life expectancy but we'd be grateful if "the technology" manages not to hasten his demise.

A friend with serious lifelong genetic heart condition recently changed surgery, and immediately everything got suspended for a medication review, at their leisure of course. Her consultant (she's having open heart surgery imminently) had to raise merry hell with the GP and there was still a bit of a ding dong because "the system" and GP were dubious about the medications prescribed.

And it's all done with apps, and receptionist hands are tied, and of course getting an appointment is difficult, because technically it's not an emergency.

This is where I really lose it with technology.

And don't even go there when Tesco buggers up my Dad's online delivery two weeks in a row, the system error blocks his card, only informs him the day of the delivery, and the ensuing debacle means he has to call his bank etc etc, and muggins here has to do an emergency shop on a Sunday in Sainsbury's from across town, on a limited bus service before 4pm.

Anyway, sorry for the rant.

Did I mention how much I loathe technology?

It's actually improved things at my GP as you now fill in an online form and they call you back re appointments and has done away with the dreaded 8am futile attempt to get through on the phone.

Well one thing is for sure, I'm never attempting to change broadband provider again. Fuck the extra ten quid a month, I'll consider it the price of the remnants of my sanity from the last time.

why the Fuck can't customers speak to OpenReach when broadband providers are incapable of communicating with them aaaaaa

I'm generally quite easy going about this sort of thing. As long as I eventually get what I paid for I'm not one to complain about service, minor delays etc. But that process. That monstrosity. I almost lost it. I came close to being rude to a customer service agent, which I really dislike: though tbh I'm not at all convinced all the "agents" were human. The circular chats were definitely giving bot at times.

It's a mixed bag with technology and perhaps we expect it to work perfectly because that's the impression technology gives. I find boots easy to use but if I throw ovo energy into the mix they would reduce my rating of technology massively. Cashless parking drives me nuts. I'm not the only one. There is a huge carpark in my nearest city that is always empty because, I think, it's impossible to work out how to actually pay. I park there because I pre-book from my laptop. But there are literally groups of people stood by the pay machines every time I go there. The pay machines are decommissioned but still there. Above them is a huge sign that explains how you can pay but you can't actually do it. You have to ring, go through a huge menu then download an app, most confusing app ever. They must make a fortune from parking fines. I have often wondered if that's deliberate 🙄

You're totally sick of modern technology, yet it was modern technology which enabled you to order this without making that trip into town.

😀

A few years ago we went away for a weekend. Lots of things were closed due to covid and after investigating a few things that weren't open, DS wanted to do an activity at a local council facility. To book this (for an hour) I had to become a member of the nearby leisure centre (free) and have a login and pin. Then they had to verify my email, then i had to wait for them to send me a code to access the facility. It was unbelievably faffy , and then I kept getting emails updating on opening hours/events/news at the leisure centre that I'm now a member of! 🤣

Yes. Life so much more complicated now. Wish you could talk to humans rather than a computer.

Seems to me that all the support systems nowadays (automated option-based systems, for exampme) are designed to make things cheaper for the retailer/service provide, and don't consider the customer. Many of the (very rare) Customer Support lines which do employ humans, seem to employ humans with no concept of customer service. And even after all the years have passed since COVID, far too many Customer Support systems involve ridiculous wit-times which they're still happy to blame on the pandemic.

Can you imagine what its like for an older person, techs fine when its working properly but I too hate this "you have to do it online" I too could scream I much prefer to talk face to face with a real live human being as you said 5 minutes with a real live person...job done you can explain and be understood (the written word can be hard to understand at times)I have missed so many "bargains" because I don't like buying online but part of that not wanting to shop online is I was victim to credit card fraud (£6000+), no I don't think your being unreasonable at all and I do hope your all sorted now

Or they suggest trying their website. Because of course, I'd rather waste time on hold.

It's both. And at 88 I find many things infuriating - but helpful once I've worked them out. One common practice that irritates the hell out of me is guff from people I don't know that begins "I hope you are doing well" followed by a pathetic attempt at selling.

I hate it too. I had an issue can't remember what but I had to keep pressing options and saying in a few words what the issue was I eventually shouted into the phone "I just want to speak to a human" hey presto one answered and sorted it.
We have just moved and changed doctors and it's an online system for booking appts or you ring and the receptionist will fill in the online form for you. I am too old to learn all this shit.

You know what can fuck right off? Parking apps. Actively making life worse. In fact anything that forces you to download an app to access the service. Just fuck right off with that.

I get aggrieved at having an app or QR code in a restaurant, and then it asks if you want to add a tip. How do I know whether to add a tip at this point where I've had no service or no food??

I went somewhere really busy in the summer where you ordered by QR code link. It probably was more efficient but everything came with so many permutations. You couldn't just order the standard version and amend it if needed, every sandwich/coffee came with about 3 multiple choices. ordering for 8 people one of whom is pretty deaf was quite tedious! The food was amazing though!

On balance I would say the advantages outweigh the disadvantages. I hate parking apps with a passion and try and use car parks where I can use cash or card and chat bots are worse than useless!
However I have just paid my car tax with minimal effort and love the ease of online banking.
I would also to say a big well done to Coventry Building Society whose customer service was amazing when I tried to change a savings account. I couldn’t see a way to do it online so rang them. A very helpful advisor answered very quickly and happily talked me through the whole process step by step. I could have wept with gratitude.

indeed, you are so right! thank you for pointing this out. It seems you have missed the point of my post. Of course ordering was easy, what was difficult was when the order did not turn up. This is what happened in case you did not actually read what I posted.

1. Royal Mail lost my package, then their tracking system failed to locate where it was and locked me out of the system saying it did not recognise the tracking number. I would consider this a technology problem
2. Boots online system with its Bot system did not allow me to enter the order number in their online tracking system, it kept kicking me off which was frustrating. I would consider this a technology problem
3. The Boots Customer Service helpline is an automated message which basically directs customers back to the website which I had already spent a significant amount of time on with no resolution of the issue

I ordered my item on 21 November and will hopefully receive it some time next week so all in all it has taken 3 weeks.