This week’s column in The Kerryman newspaper.
Michael Commane
Is it time we put computers in their place? It’s a question I asked myself over the last few days.
I returned a faulty pair of hiking boots to a Lidl store. There was no problem changing them but because they were faulty I had to pay for the new pair and was told that the money would be refunded to my account between three and five working days. The boots cost €19.99 and were great value for money.
Eight/10 years earlier I had bought a similar pair, that had served me well. I was waiting to replace them with a similar pair, so was delighted when I saw them on sale.
The delight was short lived.
It was two weeks before I realised the money had not been credited to my account.
The shop was not able to help and told me to contact Lidl via its WhatApp number. I think I contacted them via their website, gave all the necessary details, ticked every box and pressed the send button. Within minutes I received an automated reply thanking me.
But again I was asked to perform the operation, giving them all the information. The following day I called Lidl HQ and eventually got speaking to a human voice. What a privilege that was in the wonderful era of our technological progress. The agent was most helpful, she had my report in front of her and after a few minutes’ conversation told me that Lidl personnel had inputted an incorrect date in my file. Instead of writing 17.04.2025, 17.04.2024 was typed.
The agent assured me the error would be corrected and my account might even be credited that same day.
Guess what happens? The following day I receive an email from Lidl requesting that I give them details of my purchase.
A WhatsApp message from Lidl begins: ‘Hi(followed with an emoji) my name is LiA[sic], the digital Assistant! (another emoji), I have been trained to resolve the majority of our customer’s[sic] queries, so
I hope I will be able to help you today.’ Such blather and all digitally generated.
I was at the end of my tether repeatedly filling out forms and reading pretend real human letters. I can’t help thinking we are being treated like morons. If I make a single mistake it invalidates the entire process and I have to start all over again. But in this case with Lidl it is they who have erred and all the time they have my money. I well know it is a pittance and why bother, indeed, it may not be a pittance for a homeless person.
It’s that sense of powerlessness, sitting at a computer screen or the end of a phone line listening to a recorded voice. How often does the phone simply drop and you have to start all over again. Have you noticed how many websites don’t give a telephone number. It’s clear companies/organisations don’t want people calling them.
Imagine what it is going to be like as AI develops. Good luck to Pope Leo who has his sights on the world of Artificial Intelligence. In his first days he has spoken about its dangers. Lidl, listen.
The Lidl issue is not yet fully resolved. I’ll keep you informed.
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