So I was attempting to log a call with the people who look after our (really old) PABX yesterday. After the usual hassles where they tell me that I can't log a call directly with them, I have to log it via Telecom/Gen-I, I forward my email on to the Telecom CFD. Of course, them logging the call would be too easy, they replied and told me they had referred my email to Telecom MCC to log. Whatever. Then I get an email from MCC asking me to phone their 0800 number and select option 1 to log the call.
What's wrong with email? I had all the relevant details in the email, when I logged the call by voice, there were, of course, bits missed out. So after getting the ref number assigned, I emailed again, and asked them to copy my original email into the job log. Which they did. The job has now been assigned to the original people I tried to log the call with. After seven emails and three phone calls, the job is now with the people I knew it had to get to, and has been logged with the original text of my original email.
This is the type of thing that always seems to happen when I deal with Telecom/Gen-I. Which is why I avoid it as much as possible. How much more business would they get if people wouldn't rather gouge their eyes out with a spoon than try to log a call?