Advanced technology just adds more stress

Have you noticed how Jakartans like to discuss the latest occurrences that have caused further stress in our already stressed lives? The traffic jams, the pollution and smog, and the banjir (floods) every wet season.

But the real threat to our sanity has crept up on us in the form of communication technology. We are told, of course, that new communication technology is here to make our lives easier, to improve customer service and to reduce stress in our lives through increased efficiency. It's a trick and don't believe them.

Let me give you a recent example when I was to be issued with a new credit card to replace a stolen one. Two weeks after being promised that the card "was in the mail", I decided to call the credit card company to see why my precious piece of plastic had not arrived. And this is where the technology gurus always get you.

The phone was answered by a delightfully sweet voice.

"Ah", I say, "This is a positive start".

But wait, this is a recorded voice, not a real human one!

"Welcome to XYZ Card Company", she swooned. "Please enter your card number followed by the hash key".

Now here is the first problem, as I obviously don't have my new card, so being reasonably clever I simply enter details of my old card number that I knew from memory.

"I'm sorry this number is not valid, please reenter a current number and press the hash key".

The stress is building, and I find myself pleading with a voice that obviously cannot hear or understand me.

"Of course the stupid number is not valid", I moan to the recorded message, "You have canceled it and I don't have my current card. That is why I am ringing you!!"

But this is all to no avail and I am told, "I'm sorry your time has expired. Thank you for calling."

In total frustration I decide to ring the bank that had issued the original card to me as, fortunately, they have a branch in Jakarta.

"Selamat pagi and thank you for calling", says yet another lovely voice. "Please enter the extension number you wish to contact, or press '0' for operator assistance."

Well, you see I don't have the extension number but my mounting stress levels is tempered only by the fact that at least this automated receptionist has given me just a tiny ray of hope in that I have the option of pressing '0' for operator assistance.

With hands now trembling I press '0' and with bated breath I wait as the tones ring happily. Then horror strikes.....

"I'm sorry the number you have selected has not responded, please dial the extension you wish to contact or press '0' for operator assistance."

By this time I have taken a complete bite from my office desk, and the nearby staff have decided that now maybe a good time to go out for lunch.

"Please, please", I beg, "Is there someone out there that breathes and who can just help me?"

But of course there isn't, as this is part of the big plan to add stress to our lives. Perhaps this is a western plot or part of Bill Gate's bigger plan to take over the world once we become completely gila (mad) and defeated.

Why in a country that has massive unemployment, where the cost of a 'real' person to answer the phones is - by Western standards - incredibly cheap, do the larger companies feel the need to embrace new communications technology such as automated phone answering? Why? Well let me tell you why. Because the CEO's and presidents don't have to use the systems; someone does it for them. And that is too bad because they will never know how many customers just give up and walk away.

We live in a world where the creators of technology tell us that they can deliver more and more new technologically advanced systems to improve our lives. For many of us poor suffering humans, who are already suffering from 'innovation overload', what we need is less new 'things'- not more!

Anyway, back to my story as by now I am totally stressed. There is only one thing to do, and that is to make an urgent appointment to see my doctor.

"Welcome to the XYZ Clinic", swoons another delightful voice. "Please enter the extension number you wish to contact then press hash, or press '0' for operator assistance".

I go to the Jaya Pub instead. -- Ross Taylor