My Hotpoint fridge freezer has stopped working. The power was connected, the lights were on, but everything defrosted. I wanted to know if it a fix was possible. Impossible to get a straight answer. Walter, the AI, has prescribed questions and so I said I wanted to speak to a human. I eventually got a message only to be asked irrelevant questions (had it been repaired, did I have a warranty). To arrange a call back from the repair and care team would involve answering a multitude of questions (some of which I couldn't answer).
Why do companies continue to make life so difficult for customers. I wanted to speak to someone who could advise me if a repair was feasible, but object to having to supply so much info (mobile, land line, full address, email address). I didn't have a warranty but don't see why this should influence the answer to my question