I don't need more segmented, dis-jointed help -- or lack of help. I remember 20, 30 years ago, when there was not infrequently a well thought out and well-writ

I don't need more segmented, dis-jointed help -- or lack of help. I remember 20, 30 years ago, when there was not infrequently a well thought out and well-written manual, that actually taught you and answered many of your questions. When "help" was real help, that actually knew something and presented it in a useful and authoritative fashion. I just spent 33 days with ATT working to change an aspect of a service I purchase. Each time I called in, I had to re-explain the whole situation to whoever I got. They had different approaches to resolving it. There was no formal nor permitted mechanism for them to check back that the problem had actually been resolved. A couple took my email address and told me that their supervisor or manager would check back with me. That never happened. 33 days later, someone in support transferred me to someone who -- I learned near the end of the call -- was actually in sales but knew their way around the systems and was helping out with the Hurricane Harvey related call-volume spike. I finally happened to get the right person. We went through the "official" process one last time, to document it, while simultaneously escalating to the appropriate team -- which team they happened to know of. The next day, my service issue was resolved. WHY wasn't that process documented internally, so that the first person I contacted, approximately 30 days earlier (after the initial request had obviously failed) knew what to do? Why couldn't the process be documented externally, to me, so that I'd know where I was at and what I needed to request? I don't need a fucking chatbot. Just give me a page that clearly describes what's going on and what I can do about it. One good technical writer who researches it, writes it, clears it with management (who may also want it cleared with legal), and publishes it. Don't game me. Answer my fucking question. Solve my fucking problem. Leverage the abilities of a smart, capable person by making their research results clearly and concisely available. If your process changes frequently, do you think it's going to be any easier to maintain the "spaghetti" help of disjointed web pages and now chatbot programming, that we've now come to? No... it's that person in sales -- or wherever -- who is interested and self-motivated enough to keep up with things, who actually solves my problem Give them a bonus. P.S. Another person mentions the "swearing" trigger. I've actually started using that to get past the interminable "tree" of automated help, when/once I've learned that it has no feature/leaf that addresses my problem. I had to use that with ATT, to get past some nigh-permanent automated system loops between tree leaves, to actually talk to a person. Plus, to "fucking" talk to them without wasting minutes bouncing around the tree, with the risk of ending up in one of the many nodes that simply hang up on you or put you in a hold "limbo" that never gets through nor ends.