I think you may be misreading GP's point. My reading is that he's likening the frustrations of the non profits with getting through to what they consider facel

I think you may be misreading GP's point. My reading is that he's likening the frustrations of the non profits with getting through to what they consider faceless entities (the companies) to the lesser frustrations one may have when one's subjected to an optional IVR experience. In other words, paraphrasing liberally: "if you occasionally get annoyed by bring subjected to being automated by IVRs, imagine what these folks feel like trying to get through to [insert company name here]."