We all know this, but it's apparent in even the smallest of things.

I called Pizza Pizza the other day because I like their pizza.  My regular ma & pa restaurant hired on their delinquent son who likes to collect orders, opposed to actually filling them.  

So I called pizza pizza.  They said push 1 to hear our specials, push 2 to order the same thing as last time, and 3 to order or inquire.  I pushed 3.   I was sent over to their oporator that asked for my name, address, and phone number.  But because my phone number is a cell phone number, and because I "don't have another number for this residence" she experienced "techincal difficulties" and wanted to forward my call over to customer service.  I told her not to bother, and called Pizza Hut instead... (out of spite).   I've had this problem before... they once asked me if I wanted to pay with debit and opted to do so.  When buddy showed up he didn't have his interac machine and told me that it was out of order at his store.  I told him to take the pizza back.... I didn't have cash on me.. that's why i opted for debit.... der!  After calling them back up, and spending a good 30 mins on hold, an hour later they showed up with our order that we got for free..... the thing was... by the time they got there we had already ordered, and was delivered another pizza from a small, local pizzeria.  

See... they have this thing called a call center.  When you call Pizza pizza you are calling a company that pizza pizza out sourced and contracted with.  Why? Because they're a huge company.  Because it's a franchise, they want to make sure that all of their customer service reps are being trained the same way, and can be monitored to make sure they apply their training properly.  The cheapest way to do this is to put all of their customer service reps in the same building.  It's supposed to be better for us customers... but no one wants to be put on hold for a large pepperoni pizza... especially for a good 30 mins.

Simplicity is key... I don't care if the person on the other phone is an belligerent old Italian lady... in fact I prefer it.  It's much better than some Paki getting all confused and conflicted when faced with a cell phone number that doesn't have the same area code as the residence I'm ordering from.

Big companies are bad... that's just one example.