As I couldn't find what I wanted, I went on to the LiveChat hoping someone on the other end could help me.
Signed in and was expecting a person to chat with me immediately. Unfortunately, I was greeted with a standard message that they're shorthanded.
That's fine.
Perhaps I've gone online at their peak period.
Waited and waiter for half an hour to forty-five minutes and I'm still getting the same message. Finally gave up waiting.
An initiative to enhance a visitor's online experience using technology turned into an unpleasant one.
What to do about It?
How about a call-back service for urgent matters and an option to correspondence via email for others not-so-urgent ones? Instead of pointing customers to go to a list of directories and find a number to call.