The Netherlands Authority for Consumers and Markets (ACM) reported this week that the accessibility of big tech is inadequate. How easily and quickly can you access a phone number or other contact options? Ziptone put it to the test. The differences are significant.

 

A survey by the Netherlands Authority for Consumers and Markets (ACM) among 600 business users and over 1800 consumers shows that consumers and business users regularly encounter problems when using online platforms. The most frequently cited complaints specifically mentioned: inadequate means of contactFor example, users often find that they can only contact an automated point of contact, such as a chatbot. This is not permitted under DSA legislation.

Ziptone's editors used Google to search for "[company name] customer service phone number" to find specific contact options (phone number, email address, chatbot, or another channel) for the following brands: Amazon, Apple, Google, LinkedIn, Meta, Microsoft, and X/Twitter; we limited our search to official company pages. Phone numbers also circulate on forums and in communities like Reddit; we ignored that information.

Amazon

In the case of Amazon, after searching on Google, you'll see a snippet of Amazon's customer service page, which also includes the phone number (022 4059 4059). Clicking through will take you to a page with the message, among other things, "Contact our customer service via our contact form for all matters relating to your customer account, orders, and general questions. You can also call us at 022 4059 4059." Anyone who wants to use that contact form must first log in. However, the phone number is not in use.

On the next page that Google presents (a "sponsored search result")) also contains information about customer service, but no phone number is immediately visible. In the footer of that page, there's a link to customer service (which leads to the same page). This page also has a clickable option "Contact – Contact our customer service by phone or chat," but clicking it requires—again—logging in first. Conclusion: Amazon needs to have its phone connection checked.

Apple

When Googling Apple's contact information, you're immediately presented with a greatly enlarged view of a phone number: 0800 0201581, the customer service number. Google's search results also show other pages that offer relevant and useful information, such as https://www.apple.com/nl/contact/Customer service hours are Monday through Friday, 09.00:19.00 AM to XNUMX:XNUMX PM. You can also always visit the Apple Store, but they are few and far between in the country.

Anyone who dials the number will hear a detailed message about recording and transcribing conversations: this is done for evaluation and training of staff and to “improve contact center technology”This is followed by an IVR with extensive options, including the option to repeat the menu. During a second call, the IVR offered different messages and the option to record your question. Conclusion: Apple's contact options are clear.

Google

With Google, the search engine itself immediately returns a list of phone numbers, including the Netherlands: +318000201038. An IVR for English or Dutch immediately follows, and we're asked for permission to record the call for training and quality assurance purposes. Then there's the music on hold, but before we can form an opinion, we're connected to a friendly Flemish man. When asked, he explains that he can answer many questions himself and that he has to transfer calls for very specific questions—think Google Business. Conclusion: nothing to complain about.

LinkedIn

Anyone looking for LinkedIn contact details will immediately arrive at a result after a Google search. clear page. Of course, the necessary self-service options appear first, but at the very bottom of the page is "Contact Us." Anyone who clicks on that link has to log in first. That's a bit odd for a company whose mission statement is: "Our mission is to connect professionals around the world so they can be more productive and successful." An email address is available for the media. Conclusion: mission failed.

Meta

In the case of Meta—the company behind WhatsApp, Messenger, Facebook, Instagram, and more—Google first links to a Meta support page. There's no contact information on that page, but anyone with a question about Meta's platforms can click through and arrive at a page with buttons for the various services. We'll randomly choose Instagram. This leads to a page full of self-service options, but in the left-hand column, we also see "Instagram support and contact points." That sounds like contact information.

The first option is a extended form with various options, one of which you can select; they all refer to reporting options, which is different from a phone number or other contact channel.

Those who really want to contact Meta can also choose another option. It states: "If you wish to appeal a decision under section 20(1) DSA as a representative of an individual under section 86 DSA, please use this contact form." A postal address in Ireland is also provided.

Anyone who clicks through will arrive at a rather uninviting page – Meta starts to warn about this here DSA, Digital Services Act – with a form where you can enter an email address. This should give you access to an unspecified "tool" for an hour, but the editors received the following response, using a private email address: "The email address provided is not an onboarded partner email address. Please try again with a valid email address." Conclusion: Meta isn't there for you; you are there for Meta.

ecosystem

In Microsoft's case, the first search result is relevant; it takes you to a page with "Customer Service Phone Numbers." "Home users"—a somewhat outdated term, we think—can click a "Request Help" button, which takes you to another webpage with "We're here to help," which only contains a search box. We entered "Customer Service Phone Number" there. This yields several results, including a link to "Customer service phone numbers'. But clicking on that takes you back to the homepage with "Customer Service Phone Numbers," this time in English. There's also an option to log in, and that route, it turns out, is the only and unavoidable one. Conclusion: the software may work, but the service team is doing its best to make it easier.

X

Finally X or the former Twitter. On the help page There's a clear button: Contact Us. However, the page only offers self-service options; when you enter "phone number" in the search box, you get a clear response: "zero results." That speaks volumes.

 

(Ziptone/Erik Bouwer)

Customer Experience, Featured