I want to order some photo paper for the Sony digital photo printer that prints from my Sony digital camera (I’m a Sony addict – laptop, projector, camera, phone – I’d drive a Sony car if they made them).
I visit the web site and find the paper but I cannot buy it because the site only sells direct into the USA but…
I am directed to the web site and the same paper but……
The web site links are broken and I cannot get to the purchasing area after repeated attempts so…..
I call their direct sales telephone number and reach…..
A call-waiting system.
Oh no.
“All of our customer service operatives are busy at the moment. Your call is important to us. Please wait”- (cut to music).
After a fairly short time I am through to Carol.
I explain to Carol that I’d like to buy some photo paper.
She suggests that I visit their web site to buy it on-line.
I explain that the web site isn’t working.
She tells me they have had problems with the web site all day.
She explains that I would be better waiting for the web site to be repaired because the minimum on-line delivery charge is 4 pounds but her minimum charge is 8 pounds.
I explain that I travel a lot and want to get the paper ordered NOW.
She accepts and asks me if I have an account.
An account?
Yep – I cannot buy over the phone unless I have set up and account – would I like to set an account up?
Yep – so off we go on the “set an account up” routine – name, address, credit card, blood group, high school results, sports hobbies and pastimes, would I like to receive details of promotions………..
After 10 minutes of that game we are ready……
To discover that she doesn’t have that photo paper in stock.
And would I like to try a local Sony Store or wait until the web site is fixed.
I thank Carol for the life we have shared together – and sign off the call.
No photo paper – just time gone forever.


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.