Dear LPG, 

I found some information I must pass on to my fellow LPG readers.

It is a possible solution when it comes to getting through to government departments, the NHS departments you need, and large shops to ask the questions that don't quite fit into any of the 'press button 1, 2 or 3' categories or your local authority, without causing yourself complete frustration. You can opt for the operator rather than pressing the appropriate button after the entire list has been offered to you but even then, I bet you often find yourself being put through to the very same recording that you got when you phoned the direct number that you were given or pressed the button with the number that made the most sense on the recording.

I don't phone often, but I was recently trying to do just that with predictable results. But now there is the other alternative where, after you have called, you get told that all you have to do is press yet another button and then hang up, and they will call you back. The big problem is that you can guarantee that it is convenient for them and by the time they call you back, it is unsuitable for you. By then, you are on the way to the shops, upstairs while the phone is downstairs, having a well-earned bath, or a similar scenario. 

If you are anything like me, the next thing you try is getting through to some alternative number you found on the internet, opting for their operator who tells you that they will put you through before leaving you to listen to that never-ending music which you have heard so often that you find yourself humming along without even realising that you are doing it.

I have another option for you. 

If there is one, opt for the complaints department or the 'if you are thinking of leaving' option. Nearly every organisation has one or the other, and you will usually get through to someone more quickly.   You typically get a real live person that way, and when I am asked what the problem is, I tell the advisor that I cannot get through to the people I want to talk to.

When you don’t complain, they will ignore you for as long as they can get away with but Invariably you will get put through or be promised a call within a specific time if you make enough noise, and, if they think they might lose you, to one of their competitors they will call back within the time frame they promise… 

HC, Charlton