Recently I have had cause to contact a bank and an online shop to ask questions. Not complaints for once! But in both cases it appeared that my query had not been listened to AT ALL and they just had a standard response based on one word in my query. The shop one was yesterday, I received a watch as a gift but it needs altering. So as it came from an online shop and was a gift I wasn't sure how to go about sending it for alteration and I thought "ooh I'll just email them and ask". So I get a response telling me how to return it. I replied saying "if you actually read my message, I don't want to return it I just want it altered!". It drives me mad. The bank one was hilarious, our local branch was closed with some electrical problem and I needed to see if it was open so I thought "ooh I'll just phone them and see". But I couldn't find the local branch number and the woman on the generic number apparently didn't hear a word I said and told me I could pay my money in whenever the branch was open. I did complain about her and when I got a response from the manager saying "I believe you had a query about the opening hours of your local branch..." I gave up! Is it me or are all customer service people really rubbish these days?! Or are they tied to strict responses that are on a piece of paper and told to find the one that fits best and they aren't allowed to ad lib?!