Just read a fellow bloggers post about the paper trail (or lack of it) to get her vaccum cleaner fixed. It reminded me of recent interactions with the Internet where I have struggled to find out information.

First you have to find the right website, then you have to register, add a password, make sure it’s strong enough, accept cookies…

Then you have to find the right section of the website to fill in. I thought I’d done that, but when I visited the place I was trying to register with they didn’t have my information. Turns out I’d registered to get special offers not service!

Back to the website. I found the right section after ringing the helpline and waiting 40 minutes for an answer. So I had to attach documents. Luckily I have a printer/ scanner. So I created .pdf files.Is everyone following so far?

I sent the documents only to get a message back saying one of them was too old. I found the up to date one (which inconveniently had tea spilt on it) it was still legible.

I had to send it off again, hopefully they have it now.

Then, a friend who has no Internet rang. Could I help? She’d had a letter telling her to go to a council office. But she couldn’t find out where? I checked the Internet and got a phone number, rang it, after twenty minutes I got an answer. Sorry this department doesn’t deal with that… You need another department. (the select number 3 option did not include the right section) She gave me the direct phone number (wow!) but there was only an answer machine so I left a message. THEN I turned the letter over…. The address she needed was on the back…. I could go on, but everyone probably can relate.

Why is this happening? Cost cutting, cheapness and a belief that everyone is computer literate….