HALLIE EPHRON: One day I typed GOOGLE DOCS into the Google search engine and Google's own app (Google Docs) showed up buried under about a half-dozen miscellaneous (but not GOOGLE DOCS) links to what can only be explained as advertisers.
What a huge waste of time. Inconvenience. Experience it over and over again and it's rage-nducing.
I started noticing this a few months ago. And it's just another example of how customer service in general has been decaying. I keep yelling TALK TO A PERSON when I call so-called customer service, but it gets me nowhere.
Computer programs that were supposed to get us the information we needed quickly are, in fact, more and more enraging us at their obtuseness.
I'm always in the market for new words, and one of this year's best is ENSHITTIFICATION. I found it after months of complaining, kvetching, and griping about how my favorite tools seem to be decaying.
Named Dictionary.com's 2024 word of the year, it describes the gradual decay of a product or service's quality over time. User-friendly benefits disappear at the service of increased corporate profit. The user experience decays.
Doctorow applies it to the decline of online platforms and physical products.Tools and products that start out with user-friendly benefits get replaced by increased corporate profit-seeking, decaying the experience for users.
Am I the only one being constantly reminded that we're in an increasingly enshittified digital world? (Somehow I do not think firing all the civil servants and relying on chatbots to get us what we need is a move in the right direction.)
Am I just a grumpy Gus here, or this something we're all experiencing? What do you think: Are things getting better or worse in the digital world? Could we BRING BACK THE PEOPLE, please.
I get so tired of trying to explain to the chatbot why I need to talk to someone [the motor vehicle one actually disconnected my call when I wanted to make an appointment] . . . there are not words to describe how frustrated I get when I need to talk to a real customer service person. Sadly, I do not see any corporate move toward changing any of this, but agree with you that it certainly needs to be addressed . . . .
ReplyDeleteNo, the "customer DISservice model" is entirely too profitable. $$$ talks.
DeleteI agree completely, Hallie. Enshittification is a fabulous word, and you have every right to be grumpy.
ReplyDeleteIt's such a delight when I call somewhere like LL Bean to straighten out an order and an actual, English-speaking, friendly human answers the phone. So there are a few rays of sunlight out there.
LL BEAN! Be still my beating heart. Still operated by actual people.
DeleteAh, Hallie, you've hit on my sore spot. My cellphone company is the WORST. We have discussed here how ordinary people can get pushed to murder and I think I have found my personal trigger. But you can't murder an AI loop that swings you around in a circle then says "good-bye."
ReplyDelete"When grumpy turns to murderous" will be the headline.
Hmmmm. Such a good idea.
DeleteAsk an AI device, not google, the best direct method to achieve results from your cell phone company. You may get the phone number that connects you directly to a person who can resolve your issue.
DeleteAlas, if the attacks on education and rational thought continue along their current path, in the near future one may not want to talk to a real person because they will be too dumb and too programmed to help with anything.
ReplyDeleteSadly I think you're right, Jerry.
DeleteHallie, yes, I'm right there with you.
ReplyDeleteWhenever I call customer service, I always say "agent" multiple times before they let me talk to an agent.
You're doing something right if you DO get a live person...
DeleteYes Dru Ann!!!! I do the same, I just keep saying agent or operator and after about the third time I can get a real person...if I'm lucky :)
DeleteHallie,
ReplyDeleteIt sure is a pain when it takes forever to speak to an actual person on the phone.
The funny thing for me is that on Friday I had a phone interview with a person for a job I had applied for. They called, we did the interview, and everything seemed to go fine. Heck, my old boss even texted me to let me know that they'd been contacted for a reference.
All great, no?
The seeming drawback is that I have yet to hear back as to whether I got the job or not. Originally I was told that I "should" hear back by this past Sunday. I haven't heard anything yet. I mean, while I would be fine with an email saying I didn't get the job (however galling it would be), how much time does it take to call and say I didn't get the job I think I should've been very in the running for?
Perhaps they are worried about being yelled at by whomever is on the other end of the line for not getting the job, but still not everyone is like that. I'd just like to know either way.
All the electronic stuff instead of an actual live person is definitely becoming a drawback.
Getting ghosted after a job interview is just plain mean. Though it's probably reflection of dysfunction rather than malice. Still... would it kill them to fulfill their promise?
DeleteDamn - I want you to get that job, Jay. You should have given them my name as a reference!
DeleteRudeness is inexcusable, including for HR departments. Fingers crossed for the job, Jay.
DeleteHallie, I emailed the woman I interviewed with this morning after posting here. I heard back this afternoon. Apparently I'm not even bookstore job material. Although her response said they'd filled the job at the store I didn't apply for so I'm waiting to hear back if it was just a typo.
DeleteEdith, I mentioned you but the woman said the references I sent were enough.
Karen, uncross the fingers. I didn't get it.
Morning All ~ Paula B here. Sore spot for sure. The other that follows that is rude clerks who can’t be bothered to find the answer they don’t know or glares at me for buying something. When I find a nice clerk who helps, I say so. I was thinking how awful their jobs can be considering how cranky people are on the other side of the register. Rude Drivers. Rude Clerks. Rude People in general. When someone is nice and helpful, I’m usually surprised. Are you? I try to visit the same clerks when I can. Same grocery checker, same person on the phone. I heard, couldn’t help it as he was loud, a clerk complaining about his last customer who threatened him (didn’t hear that part) for the high grocery prices. Seriously people!! And, I love the new word. Fits.
ReplyDeleteEvery time I go to my local Stop n Shop (Yay, S&S Newport Ave in Quincy) I'm reminded of what good customer service is. The staff is just plain nice And competent. I go inside and exhale.
DeleteYou would think that the biggest search engine in the world would understand how to promote their own products. I remember when an author acquaintance and his business partner started manipulating search results to make it look like his junk science/political propaganda thinly disguised as fiction novels were bestsellers. That Google even allowed that still seems wildly unethical.
ReplyDeleteBefore Cincinnati Bell was remade into AltaFiber I spent several hours trying unsuccessfully to change our landline and internet service to a more reasonably priced plan, without adding cable TV or their lousy cell service. We have never needed or wanted cable. I was an early adopter of digital antenna TV, and Roku in the first version, and we just did not want cable.
Their price plans, and this is still the case, are cheaper for cable and internet, either alone or combined with cell service, than for just internet and a landline. I spent hours trying to talk to someone, and when I did they were supremely unhelpful, and barely spoke English. Turned out, all the customer "service" had been sent offshore, to the Phillipines. And no one the system routed me to could help. On purpose? The CEO whose bright idea this was ended up leaving the company with an enormous wad of cash for his brilliance. Naturally.
Karen, when we had issues with our television service – we have Bell Satellite – after going round and round with a not very helpful (I think he was new and inexperienced – sounded that way, I also had trouble understanding his accent and listening on a bad phone line) person, anyway, I was told that another assistant would call me back – later.
DeleteNearly 12 hrs later I had a call, and she started to talk me though what to do. Anyone who has dealt with phone/satellite repairs knows that there is a lot of ‘reboot’ time, in which both of us are twiddling our thumbs. That means that I will strike up a conversation! I learned that she was from the Philippines, perfectly fluent in English, a working mother, what the weather was, what time it was (she was 12 hrs exactly different from us but not 5:30 pm, but 5:30 am – tomorrow), what I would make for supper and what she would have for breakfast. Eventually, the issue was resolved, but she did leave me with her direct work number should it not really work, and we said good-bye. I wonder if she remembers the crazy Canadian woman as I remember the lovely and kind and patient person who served me from the Philippines.
Ha, I do the same thing, Margo! That's exactly how I found out about CB's move.
DeleteMargo what a lovely story! I had a similar experience at Citizen's Bank, ended up walking to my local branch, and now I have the direct line to one of the bank officers there. She's super competent.
DeleteI just was asked to do a survey on our bank – a Credit Union – don’t know if that is a US thing. Anyway, in the ‘after’ comments, I was pleased to write that the best thing about the ‘bank’ was that they always answered the call on ring 2 or 3, by a real helpful, friendly and all-out pleasant person, who was able to help you right away, and not pass you on to no-man’s land while you waited. It is the same if you go into the building, of which they have 3. Always a welcome (not smarmy), a smile and often a great laugh. That is service.
ReplyDeleteOn the same note yesterday I called Pharmacy services – our drugs are paid for by Nova Scotia Senior Pharmacare – where once again the call was picked up, and the service and advice was quick.
Thank you to all who still are service oriented, and with a smile!
Like you I'm SO GRATEFUL for what really should be basic customer service 101
DeleteEnshittification is a great word! I get totally frustrated if I have to call AT&T or Century Link or Bank of America. They all have very unhelpful phone systems. Even if I get a person, they then need to transfer me and frequently the call is disconnected during the process. I read an article recently that told me that those problems are part of the plan. They want people to get frustrated and hang up.
ReplyDeleteIf that's the plan then it's working.
DeleteYou are absolutely correct about all of it, Hallie! Saying "agent" over and over again used to work, but not so much any more. That chatbot wants me to explain in simple words what I need help with. Well, I cannot explain in simple words, so I end up using too many. "Let's try again" says the chatbot and again I try to explain my issues. Finally, the chatbot gives up and tells me they will connect me with someone who can help. That's all I wanted in the first place.
ReplyDeletebut by the time I reach real person, I'm out of patience
DeleteOver the years I've started going in person to my bank (Chase & Wells Fargo) and know the manager and the clerks. I make a point to make sure they know me and often they will give us (me and hub) their cell phone or direct line. This really helps as THEY can call the right people to get answers.
ReplyDeleteTrader Joe's supermarket has very friendly sales clerks - my stuff was being rung up and I realized I was talking to my grandson's retired 5 th grade teacher. He had taken a job after retirement. So much fun that he remembered so many of the kids and he lives in the neighborhood.
If I get a run around on the phone or bots I will actually drive to the store and complain (if it's not too far away). Our CVS is the absolute worst to get a person. It's almost impossible.
I feel bad for the folks who work at CVS. Their customers are SO FRUSTRATED> Latest thing, they're trying to eliminate a cashier at the pharmacy - you have to go up to the machine and punch in your own prescription. It really should be illegal.
DeleteTalking to someone overseas who speaks with a strong accent is very difficult. My hub has trouble hearing even with hearing aids and it drives him and the operator crazy. Can you repeat that, what did you say? Well at least it is a person, I guess...
ReplyDeleteLike your husband, my hearing isn't great and that on top of an accent...
DeleteI read Cory Doctorow's initial essay on enshittification and agreed with every word. It makes sense from the businesses perspective: once we've captured your business, what do we care if your happy or not? What are you going to do, use Duck Duck Go to search on a Linux browser? Not to mention places like Amazon or Facebook where there literally aren't any humans to help you!
ReplyDeleteSorry, I could rant all day about this. Now I'm going to look at cute pictures on r/shihtzu to recover. The world would be a better place if, instead of enshittification, we had enshitzufication!
Good one!
DeleteJulia, you are indeed a wordsmith! Elisabeth
DeleteYes, definitely search on DuckDuckGo. Direct answers found easily. Their AI helper, is very effective and surprisingly accurate!
Delete"once we've captured your business AND DRIVEN ANY LOCAL COMPETITORS OUT OF BUSINESS, what do we care if you're happy or not?"
DeleteI have literally screamed into my phone in frustration and have to refrain from throwing it across the room. Enshittification, indeed. It is almost a miracle when you reach an actual human, one who listens, speaks clearly, and tries to help. And I just read that Zuckerberg had approved a plan on Facebook to allow deceptive ads because of the money to be made from them. Everywhere you look, it seems, enshittification! Trying to find a social platform that will keep me connected to far-flung family and friends and have an actual code of conduct is hard!
ReplyDeleteHaha Flora! I do the same thing. I scream at them and make snide comments to the recording "voice". "Like answer the dang phone if you care so much about my call!!!"
DeleteAll the Social media platforms are a business! Try Blue Skye.
DeleteThat'll be a good conversation for another day... Blue Skye? Thumbs up or down?
DeleteYes, yes, and yes! Real people! Real customer service! I was having this sort of conversation on the way out of church Sunday, I had told a fellow parishioner how much I admired her jacket. She said it was an English company (Boden) and that they had real people in their customer service department. I said, as does the Costco Travel agency! We marveled at how rare that is these days. Much to the detriment, I think, of our world.
ReplyDeleteHoping it's a pendulum swing...
DeleteIt's not just you, Hallie. The Hubby often says there is nothing useful on the internet these days - just cat videos and garbage. And as I stood in the cold yesterday on the phone with AAA trying to get a technician out to jump my car, all I could think was "This was so much faster and easier when I could speak to a human being."
ReplyDeleteOooh Liz sorry about the car. But your comment reminds me that the one thing that HAS actually gotten better is cars seem to break down a bit less often.
DeleteThey do - but a car battery doesn't seem to last as long. This one (my 12-volt) only lasted 3 years and it already has a bad cell and should be replaced.
DeleteOf course right after I posted this, I had lovely in-person interactions with customer service from my online pharmacy and my vet's office to finalize a prescription for me and answer a question I had about Koda's new heartworm/flea medication. So good customer service DOES exist!
John’s voice shouting loud and clear “give me an agent !” echoes through my house day and night! And when you get one you can’t understand them. So frustrating and such a waste of time. We have one insurance agent who is a real person. I renewed policies with her in about two minutes.
ReplyDeleteThat was Rhys. Google has now removed my identity!
DeleteI'm with John
DeleteYes, yes, yes, yes and reading comments makes me cry and laugh. My personal trial is the lack of response to "please don't text me, I have vision loss." That actually invites a non-response since theoretically I won't read it ... but of course there is a text response.
ReplyDeleteI can't even imagine how you manage the internet, get in and out of apps without vision.
DeleteIn short, I totally agree with you, Hallie.
ReplyDeleteI’m beginning with the way I learn things best: from writing. In college and in law school, copious lecture notes, transcribed every day after class, for review later before exams by writing notes on the notes. Problems with a service, an order, an account: a phone call is my last resort. Online chat is my first choice. There: I can explain the problem in my words. The reply is seen in the own words of the AI bot or the “human”. There is no misinterpreting a voice raised just to be heard over ambient noise as the voice of frustration. At the end a transcript to see what was said. And finally no frustration with hold music and that annoying “your call is important to us, please continue hold” every few seconds. If AI does no other good in the world, it has kept my blood pressure down. Elisabeth
ReplyDeleteSo interesting... Thanks, Elisabeth.
DeleteAgree with you completely, Hallie. And I LOVE our new word! Thanks for that. :-) —Pat S
ReplyDelete100%.
ReplyDeleteWelp, I just spent 10 minutes saying agent agent agent into the phone, so you know where I stand. Horrible. SO frustrating. But let me ask, what was it like before?
ReplyDelete"Your call will be taken in the order it was received. Your estimated wait time is seventeen days."
DeleteHa ha ha! Though to their credit, my dr's office's hold line now tells you how many calls are ahead of you. Feels like an improvement. And they do eventually pick up.
DeleteOMG!!!!! Enshittification FTW!!! I just hung up on a recording because it couldn't understand me FFS.
ReplyDeleteI wonder if anyone is listening to the hangups...
DeleteLOVE the new word, Hallie. So perfect. I wonder if the only way things will change is if the businesses that provide "people" service actually do better financially, places like LL Bean. I do most of my in-person grocery shopping at Trader Joe's, and now when I go to another store I'm always surprised at how rude and disinterested the staff is, compared to TJ.
ReplyDeleteA nice surprise yesterday--I had to call Enterprise about a car rental reservation (some person left a big dent in my new car when it was parked, did not leave name and insurance, grrr) and I immediately got a REAL and very helpful person! Which means Enterprise will get my business next time.
They earned it.
Delete