The other day I rang an Insurance Company and a human being answered and sorted me out and I nearly collapsed with shock.
Perhaps things are getting better again slowly.
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It doesnt matter who you ring, what time or day you very seldom get to speak to a person. I hate to think how many hours i have spent being put on hold and told 'your call is important to us'. It is so frustrating and very often i just give up after 20mins or so. Some customer service like DWP even just end the call for you, i guess they know how many are waiting and know they can not deal with the volume. What is going on. Why not employ more people to answer queries? I have just tried to contact a well known carpet company who just wanted to direct me to their website, i just held on hoping someone would answer and eventually a robotic voice asked for my name and number so it will be interesting to see if they return my call. 
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