How is it possible that I send an email comment or inquiry to a company or government department and receive an almost instant acknowledgement of receipt with the reassurance that my message is very important and that they promise, hands down, to come up with an answer within 21 working days.
Some challenge themselves and aim at ten days, but very few manage within 24 hours.
How, I ask you, how is this possible?
Maybe the person who normally deals with those things is taken ill or retired a few days ago. Given the regularity of this effect, I can’t quite believe it.
Maybe Mondays, or the start of a month, provoke a much higher influx of inquiries than the rest of the week (or month), so that this is the peak of an oscillating pattern of inquiry demands? Also not very likely in my opinion.
Maybe they deliberately slow down their response because they’d prefer that I subscribe to their paid premium service with guaranteed four hour response time. I suppose that is possible, but not the case for several recent cases that I encountered.
Maybe my inquiry is of such a complicated nature that it takes five days (ten, 21, etc) to graft a response? No, certainly not.
This leaves only one explanation: they continuously have a backlog of five (ten, 21) days. You’d think the temporary reassignment of workforce and a little push of an effort would clear the backlog, thus remove the delays, making the overall service much more responsive and useful. Somehow, this never seems to happen.
What other explanation am I missing?