Madam, - I had occasion recently to telephone various utilities and other organisations in both the public and private sectors.
My calls were invariably answered by an electronic voice offering several options, few of which seemed to match exactly the purpose of my call. However, after choosing an option I was then informed (again by an electronic voice) that all operatives were busy but that my call would be answered as soon as possible.
There then followed a long period during which I was subjected to music interspersed with advertising messages for services I did not want and infuriating assurances that my call was valued and would be answered "shortly". It was by no means unusual to spend 15 minutes or longer on the phone and on a number of occasions I hung up in frustration and tried again later.
In the bad old days, when the telephone system was run by the Department of Posts and Telegraphs, it was almost impossible to get through to a number. Now there is no trouble getting through but there is no one to answer when you do. Is this progress? - Yours, etc,
MD KENNEDY, Mount Saint Anne's, Milltown, Dublin 6.