The automated customer support line is in dire need of an overhaul. The past few times I have used the service it has been nearly impossible to get to the service I need, adding extra frustration to already frustrating issues.
Example 1: I request to talk to a human but I still have to go through about 5 minutes of talking to a useless computer that either loops back on itself, takes me to the wrong service, or is generally no help at all. There is no way to directly contact the 24/7 technical support team since asking the automated system to talk to technical support will cause it to automatically run a 60 MINUTE line test (which cannot be cancelled) and asking to talk to a human puts you through to customer services (which is not a 24/7 service). This renders the entire system useless when you need either urgent or out-of-hours technical support.
Example 2: The system only picks out certain words from the user's issue. For example, if I say "I'm having DNS problems", the computer will only understand "problems" then ask me more unrelated questions about phone call quality before carrying out the line test regardless of how urgently I need to talk to someone.
This is not very user friendly, especially for users who need to discuss an issue with a real person. I understand that the system is designed to be usable by less technically-minded users, but it is an absolute nightmare for someone who is technically minded who knows what they are talking about and needs to talk to someone who understands.
Please make it easier to directly contact technical support. Maybe try ditching the speech recognition system and go back to the old, much simpler "press option 1 for.." method and add an option to directly connect to a human from technical support, bypassing the unnecessary questions and tests. If not, then at least make it easier to access technical support services without having to go through unnecessary questions and tests.
PS: I am not an older person who "prefers the old ways", I am a 23-year-old IT specialist who wants to be able to talk to technical support teams without hassle.