Because your phone isn't really a phone anymore.
I'm not sure what has happened to customer service. I think it's floating out there in the asteroid belt between Mars and Jupiter. Two recent incidences make me think that the old ways of doing things are fast falling by the wayside. I'm also not sure what has happened to telephones. It seems as though the "phone" function is an afterthought, and that they are for web browsing, text messaging and running applications. Using it to actually speak to someone is a nice ancillary benefit. I filed my Federal income taxes last night. They make it sound like the e-filing process is the easy way to do it. It is, to a point. To the point that you need to finish it, that is. Just before I hit the "click here to send" button, I was told that I needed a PIN to file the forms with the IRS. They don't tell me what the PIN means or what its significance is, just that I need it. When the IRS tells you that you need something, you tend to believe them because the...