Daily tidbits: Why not make things more complicated?

I have been in touch with customer service quite a lot these days. That is always a frightening thing, although I have had my fair share of better and worse experiences. However, in this case it was Chinese customer service, because I needed to arrange some things for my phone number.

There is something amazing about the way everything is so interconnected in China. When you have an issue, there is always a way to address it. You can chat with customer service or give them a call, basically 24/7. At the same time, it never ceases me to amaze me how complicated they can make things at the same time.

When I still lived in China, I moved to Shanghai and got a new phone. I needed a new simcard, a nano one instead of the mini I had. after calling my provider’s customer service, which is totally separate in Shanghai from Beijing and provides no way to be redirected, they told me that I needed to come back to Beijing for a new simcard. So just to get something with a little bit less plastic, I needed to travel more than 1.000 kilometers. Which I did and found ridiculous.

Now that I am in the Netherlands but still using my Chinese phone number for certain occasions, it’s a different issue. I had freezed my number, but was unable to easily recover it again due to forgetting my password. I again chatted with different officers at different times in the Chinese night but in the end I was only able to finalize the process by contacting a friend in Beijing and having her directly call them.

I am not sure if this is arranged in this way for a specific reason. Is it to ensure that the physical staff still has a role to play? Is it because they want take customer service difficulty to the next level? Is it because they are available 24/7 that all staff is so tired they cannot think of any customer-friendly alternatives? To be honest, I think it is just another way for us to remain grounded. That we remember we can do great things, and also make simple things impossible.

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