Faceless

Who doesn’t purchase products or services that involves Australia-wide or multi-national organisations?

I can put my hand up. I do.

I don’t believe there is much choice otherwise. Whether it be by local retail, on-line purchases, or direct debit or other arrangements with sizeable utilities, including financial institutions.

You may be happy or not with the products or services – the key question is, what can you do about it?

You can google the contact number of the company. You can sit, watching a two-hour movie, while you hear the most consistent messages:

We are currently experiencing a high level of enquiries; a customer service representative will be with you as soon as possible.

My subconscious says – put on more staff, as you have just told the world of your $5b profit.

We are eager to help with your enquiry or complaint instantly.

My observation is quite simply - after going through some twenty, or so, keypunches on your mobile phone after being in a queue. Finally, you are put through to a human voice, and you can voice your concern, only to be told that you have been directed to the wrong department.

Don’t worry, I will put you through the correct area, immediately.

Guess where you end up? The first entry menu, and here we go again…

What is worse is the number of big players in the market. Try to have direct phone contact with Microsoft and many other multinational businesses, for example. They are happy to sell to you, then they become Faceless. They disappear into the ether.

A few tips:

• If you take the option of the service provider calling you back – sometimes it will work, but by experience, those times a few and far apart and you may be frustrated to the extent, it affects your mental health. Stay calm

• Be wary of online purchases, which unfortunately, our economy is pushing to do so, increasingly, as we don’t produce what we want and if we do, it’s too expensive 

• Search the internet (Google or your preferred search engine), any ratings, reviews, location etc. on suppliers that you want to deal with

• Be wary of the personal information that you are providing, especially without ticking boxes above

• Keep an eye on your online accounts to detect unapproved transactions and contact your financial institution straight away