The New Snail Mail

It's a amazing how much time is wasted trying to communicate via email. Imagine, if the you, the following scenario.

You pick up the phone and make an inquiry with an automated system. After a brief period on hold, your query is then redirected to a customer service representative whose unexpectedly prompt receipt of your call catches you while you're singing along with the on-hold music.

The customer service representative addresses your inquiry and proceeds to present their own questions in order to better understand and service your request. You proceed to answer this person's question with a fair amount of detail and wait with baited breath for a response.

Initially, there is no response. "That's fine. They're probably gathering their thoughts" you say to yourself. However, the short pause soon rolls into an uncomfortable silence, which in turn, draws itself out to the point where you start to question the quality of your carrier's service.

You decide to take the initiative to break the silence. As your previous discourse was rather detailed and lengthly, you summarise the points you've raised, in case you had overwhelmed them with information and caused their brain to experience a blue screen of death. You also make sure to ask for a prompt response as time is somewhat of an issue.

You wait patiently...

A week passes and still no response. In your frustration, you decide to dispense with the phone and walk over to their office to speak with them directly. Oddly enough once you meet with them in person, your inquiry is dealt with within minutes and you have all the answers you need to proceed. They were aware that you were waiting on the other end of the phone but they felt that they needed to see you in person and that you had enough metaphysical prowess to read minds.

Seem somewhat ridiculous? This is what happened with a recent inquiry made via email to a travel agent. In hindsight, it would have been better to have just called them from the start.

Who'd have thought that email would end up being the new snail mail?

In summary:
Email = ...
Phone = instant results!

Next time, I'll stick to the phone.