All I wanted to do was let the cable company know the box that held my connection to the outside world was lying on the ground, no longer willing or able to communicate on my behalf. The pole that once held it had been damaged in the ice storm, and when the power company replaced it, they had to remove the box. I understood every bit of that. The cable box wasn’t theirs to fix. I just needed to notify the appropriate people. So, I googled their customer service number, punched it into my phone, and waited.
Before long the call connected and a strangely human-sounding non-human voice gave me six options, none of which met my needs. I listened again and went with “technical support”. Bad move on my part. I’m bettin’ if I’d gone with new service a for-real person would have picked up. Unfortunately, technical support got me a most willing but extremely unhelpful (at least in this instance) automated system. That once again sounded strangely human. But definitely wasn’t.
Automated system (AS for short): Are you calling about the account that’s attached to the phone number you are using?
Me: Yes (knowing full well that number is attached to more than one account).
AS: I see that number is attached to more than one account. Can you provide the zip code for the account?
Me: No (because I don’t live there and I never send mail there, so I don’t have to know it).
AS: That’s all right. I believe I’ve found the correct account. How may I help you?
Me: (thinking to myself, “how did you manage . . . never mind”). The box from which my cable line runs is lying on the ground, and I need someone to come put it back up. And probably re-string the lines.
AS: So, your internet isn’t working?
Me: That’s correct.
AS: Often rebooting your modem will fix the problem. Would you like me to do that now?
Me: No. Please connect me to a representative.
AS: Would you like me to send a link to this number so you can reboot it at your convenience?
Me: NO. Please. Connect. Me. To. A. Rep-re-sen-ta-tive. (By now I’m wondering why I feel a need to be polite.)
AS: If you’re finished with this call, simply hang up. Is there anything else I can assist you with?
Me: YES! CONNECT. ME. TO. A. HU.MAN. BE.ING!
Crickets. Thirty seconds of crickets.
AS: Let me connect you with one of our technicians . . .
It took me 15 minutes (I left out an awful lot of button pushing, re-routing, and ridiculousness) to get to a person who took care of my problem by scheduling a service appointment in less than 5. You know why?
Because he listened. He wasn’t programmed to give me standard responses and to make every possible effort to keep me from getting the help I needed. Unlike the automated system that was absolutely convinced restarting a modem would fix every problem and I didn’t need anyone but her . . . or it . . . or . . . whatever.
When we find ourselves reaching out to someone because we’ve encountered a problem we can’t handle on our own, it’s a relief when that someone listens and responds appropriately. Sadly, that isn’t always how it works. Maybe we’ve tried a family member or a friend. Maybe it’s a minister, a doctor, or an actual therapist. Whoever that person might be, if the response isn’t helpful . . . if it doesn’t address the real problem . . . keep looking. Don’t settle for cookie-cutter advice or words that are empty of love and compassion, that promise help and hope and hand you nothing. Somewhere there is help—real help—for when Life gets too heavy and the burdens seem unbearable. Don’t let the automated systems of the world keep you from getting the help you really need.
About the author: Lisa Shackelford Thomas is a fourth-generation member of a family that’s been in funeral service since 1926 and has worked with Shackelford Funeral Directors in Savannah, Tennessee for over 45 years. Any opinions expressed here are hers and hers alone and may or may not reflect the opinions of other Shackelford family members or staff.
