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Sunday, March 26, 2023

The death of the customer service hotline | Vox

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Call Facebook if you need to. Frontier? Wish you luck. 

The Jonny Boston International Facebook page has been compromised. The proprietor of the New Hampshire eatery, Jonathan Kiper, is no longer able to access either his personal Facebook page or the page for his company. Kiper can’t find a working customer support number to contact and explain what’s happening, so he’s out of luck. The case of Facebook is not unique. Many businesses make calling impossible or at the very least extremely challenging for customers. Frontier Airlines announced in November it was axing phone-based customer service. You can get through to Amazon if you absolutely have to, but you’ve got to go through multiple steps to find a little button to get them to call you. Even while businesses don’t particularly enjoy social media complaints, handling them is less expensive for them than, once again, running a call center. 



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