Letters to the Editor

Rename 'service' the Customer Irritation Program

A month ago I submitted a letter to the editor on my irritation with Comcast customer service. Apparently, I was unfair to single out Comcast.

Just now, I needed a simple thing from Citizens Bank — an account balance one day prior to the closing balance on an account statement (critical for me). It was 21 days and five calls, in addition to calls from my lawyers, before we received anything. What we received was not what I requested.

Most are probably familiar with the irritations — multiple menus, wait times, misrepresentations, agent mistakes leaving you back where you started, etc. But two particulars. First, after demanding my full name, 10-digit account number, and four-digit (ending for) Social, I am bombarded with account values that are no use to me, but with the robot's hope I will just go away.

And also, a manager was apologizing for the delay in being transferred up to her when the call went dead. Apparently her sorrow wasn't deep enough to just call me back to resume.

It feels that our mere humanity is an obstacle to a company maximizing profits from our needs, wants and aspirations. On the day my first letter to the editor was printed, the Dilbert comic coincidentally asked, "Why would anyone hire a sociopath to design a user interface?" So we are presented with a pretty dress on the devil inside.

But there is a simple solution. Instead of customer service, it should be labeled Customer Irritation Program, so we can grade them fairly on what they are designed to do!

Rob Taylor, Wellfleet

Applauds action to protect Nantucket Sound

I found Ms. Devaney’s article ("Ironclad Protection," Dec. 7) on efforts to federally protect Nantucket Sound to be a real eye-opener, particularly as it pertains to the native people who continue to inhabit the Cape and Islands.

It’s amazing that the area has such a rich tribal history with the Wampanoag people having inhabited the area for thousands of years and ancient forests found underneath the Nantucket Sound seabed. Nantucket Sound rightly means so much to all of us for so many reasons, and it is clear reading this article just how much it means to the Wampanoag people; trying to carry on their traditions and way of life while protecting their sacred ancestors.

I agree with Audra Parker, who has led the Alliance to Protect Nantucket Sound in its vigilant efforts to protect the history and environment of the Sound, when she says the Sound is “the heart and soul” of Cape Cod and the Islands. Passing federal legislation to ensure this special place is protected benefits our environment, our economy, the many people who come to visit, our citizens, and clearly our unique tribal history.

Ms. Parker’s continued efforts and working in concert with the Mashpee Wampanoag tribe, the Wampanoag tribe of Gayhead/Aquinnah, and so many other stakeholders will ensure that our Sound remains safe and “Sound.”

Jamie Regan, Mashpee

This article originally appeared on Cape Cod Times: letters to the editor complaint about banking customer service;