For example, in management circles, the use of automated telephone attendants presumes that the choices provided will handle the majority of cases for concern, while also successfully capturing and handling 100% of the "revenue providing" telephone contacts. That has been augmented through use of forms and limited email points of contact over the web, and in some businesses, Chat systems.
As time has gone on, with increasing reliance on low cost labor via off shore call centers, a strange thing has happened: companies have fallen gradually out of touch with their customers who are having problems, consumers have become increasingly frustrated with the lack of attention their particular problem can obtain, unresolved complaints have backlogged and incentives for Call Centers to handle more and more workload versus manpower on board, has resulted in shorter and reduced customer support. And in some cases, management, under pressure to produce lower and lower expenses, and more and more competitively priced computer products, have abandoned even the most remedial customer support in exchange for lower cost, believing their growth and financial strength will outweigh the enormous animus of anger, frustration and sense of betrayal that gives rise among their customer base.
The consequences: a literal volcano of consumer frustration has yielded everything from Internet Fraud Bureau sites, to vendor monitor sites that are little more than concentrations of venom, hate and even those capitalizing on the consumer anger over vendor's failing to attend to their problem.
We have documented cases of such hate
sites in the past (not without being sued by the object of those
hate sites trying to repress our publication of the sites). In response
to the efforts by some to pressure vendors into paying attention to
their consumers with problems, instead of fixing those consumers'
problems, many of those complained of vendors have RESORTED TO SUING
ANYONE WHO POINTS OUT THE CHAIN OF ANTI-VENDOR RESENTMENT BY
POINTING TO ALL THE WEB SITES LOADED WITH COMPLAINTS ABOUT THEM.
Vendors who behave that way are, in our opinion, living in
self-denial and are leaving a time bomb ticking away in their
customer affairs base, a time bomb waiting to go off and destroy