Archive for the ‘Automation’ Category

Service of Automation Hiccups

Monday, November 22nd, 2021



Image by Gordon Johnson from Pixabay

I’ve written 74 posts in the “technology” category the most recent about the hurdles to sign up for the first Covid-19 vaccines; a restaurant where the only way to order was through a smartphone app that was faulty and platform upgrades that benefit the vendor and make life more complicated for the user.

Here are some examples that illustrate that those who designed the programs didn’t consider the vendors or customers.

Seeing Straight

I received an email asking me to make an eye doctor appointment. I’d already done that before leaving my last one but figured the office may have had a computer hiccup that erased all appointments so I called. There were 17 people ahead of me–an unusually high number. [I use telephone waits to water plants]. Turns out my appointment is scheduled and that the lovely assistant who kept her sense of humor said she’d received countless similar calls. The email had been sent automatically, she explained. My suggestion: revise the automated notification so people with appointments don’t get such reminders. Then office staff can focus on their work and patients don’t waste their time.

Here’s to Your Health

Prescription renewals usually take a minute by phone using a simple system: the customer types or says the Rx number. This time after I’d punched in the numbers the computer voice turned me over to the pharmacy department. Another wait. The pharmacy clerk who took my name and that of the prescription mouthwash was out of breath on answering and said to come in for it in the afternoon. The automated system used to do the same. Why bother drugstore staff? I have a lot of plants to water but not that many.

Do You Hear Me Now?

I’m early on this journey to unravel malfunctions galore and may write a post about the twists and turns once there’s resolution. But for this post I will simply note that to change my Verizon account from my husband’s first name to mine has caused tangles of many layers. Just one: the company is now billing me for both the cancelled account and mine. Hoping for resolution to this and the rest very soon. I think I’m in capable hands.

Have you found that some automated systems have fallen short or wasted your time? Which ones worked like a charm? What do you do while waiting on hold to speak with someone?



Image by Andrew Martin from Pixabay  
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