LIKE B Emmerson (Ordeal By Phone, Letters, February 8), I too have recent experience in dealing with the Grand Opera House, in York, and last time I went there I actually complimented their staff on their remarkable efficiency and response.

As regards Ticketmaster, I did have difficulty in reaching a human voice, but having done this, my query was rapidly and effectively handled.

I think the problem is a very real one, but not quite what the writer suggested.

So many organisations are using elaborate mechanised systems to save cash by reducing direct staff involvement. While this is understandable on cost grounds, the consequences for the user are getting worse.

You try to make a simple inquiry, but instead of a human answering, a recorded message comes back asking you to key in from a list of options, and then another recorded voice repeats this process again and again in some cases.

Between each, there is a waiting time, during which a voice tells you to have a load of reference numbers ready, explains how busy the staff are, advertises how wonderful the organisation is, and plays music you don't want to listen to.

In some instances you never speak to a real human and are left high and dry in simply not being able to make your inquiry at all.

I understand B Emmerson's anger and frustration. It is the limit when the telephone line is cut off.

Specialist organisations are paid to design these telephone answering systems. Are they checked out properly before they are adopted?

I am a capable person, but what about the elderly and less capable who can easily find themselves totally cut off?

The telephone operators should apply a code of conduct which ensures that any answering system should meet approved standards before it can be adopted.

Dennis Sheard,

Main Street,

Hessay,

York.

Updated: 10:55 Friday, February 17, 2006