Comment Re:Reminds me of a story (Score 5, Informative) 634
Not mad - but rather, scripted.
Deviate from the script = lose your job.
It's the script writers that have killed intelligent responsiveness in the "customer interface department".
No longer are people employed because of their knowledge of the subject, but because of their ability to "follow the script".
Reminds me of a story of contacting BT's Tech Support on behalf of a friend. I told the woman (in India) what steps I'd tried (all the steps anyone which any person with reasonably high levels of IT literacy would try) and she then took me through scripted steps, all of which I'd already tried, all of which I told her I'd tried, and when none of them worked she said "contact your pc vendor" and hung up. She didn't know ANYTHING about computers, just how to follow the script on the screen. Not technical support at all really.