I needed to update my home phone, internet, tv, and security contracts today. I also had to complain about an overpayment, some contracts ended but one didn’t, and prices went up for all. I was pretty sure fees could not rise mid-contract and I was correct. I called and chose to be called back rather than being put on hold for an estimated 30 minutes.

On the callback, the first person couldn’t deal with the refund, but I didn’t know that until about 35 minutes in, then I was put on hold and transferred. The second service agent put me on hold four times, twice for over 10 minutes. The call was one hour and thirty-four minutes long.

We pay a lot monthly for these services. I don’t mind the wait and callback, I do however think that renewing contracts and having them correct a mistake where they overcharged me should not take an hour and a half. I could feel my frustration mounting even before I got to the second agent.

Technology writer and activist Cory Doctorow coined the word ‘enshittification’ to describe the predictable decline of many online platforms over time. I think I see this in customer service too. The first agent was so interested in upselling me and trying to keep me for a service I wanted to drop, that he neglected to tell me that he couldn’t deal with the refund. He was likely more focused on incentives for himself than service to me. The second agent didn’t have the authority to help me despite the first agent telling me she could, and so I was left waiting. I asked a secondary question that was again above her pay grade and had to wait again.

This feels like customer dis-service. I wasn’t served, I was dealt with. A nuisance to be put up with, to be made to wait. And let’s face it, AI agents aren’t going to make this process better for a long time. The companies that are going to be successful in the future are ones that truly put customers first… because they will be so rare that they will be a delight to deal with.