Why don't companies listen? Some marketing advice

This is a frustrating one for me. Many large companies KNOW their customers do not like to go through huge automated phone systems before talking to a live person. And, they want to be able to press "0" to speak with someone right away. They do not want to press "1" for English. (This is America, it disgusts me that this is even a viable option!).  Yet, the companies still do it. Why? W H Y ? I really want to know. The message I get is loud and clear: "Because we don't care about YOU, we only care about your money and we know it is too much of a hassle to switch carriers/providers/companies so we think you will stay with us even after we provide poor customer service".

I am on the phone with Travelocity right now, waiting to speak with someone. I was given options on their automated system. None of them applied to me. I pressed "0", and instead of transferring me, they repeated the options. I am already upset because they JUST sent me a promotional email with prices for flights from SLC to MSP for only $238 plus applicable taxes. So I clicked on the link. No fares for that price listed. The lowest price is on at $286 plus applicable taxes. Of course I am ticked. I am in marketing, and I know how important it is to have correct information out there. Oh boy am I mad. And it already has been 10 minutes now, waiting to talk with someone on the phone. Nice way to spend my lunch break! Grrrr!!!

Ok, they answered the phone and I can tell it is a VoIP call from India. How fun. I hate that, too. And he is telling me that the promotional fare must have been sold out... I mean, after all, I received the email and clicked on it within 30 seconds of it arriving in my inbox. Sure, I can bet that is what happened /sarcasm off.

Earlier I called American Express. I got right through after punching in my account number. And, they didn't have to verify my account once I got on the line (I hate it when you have to give them your account number or credit card number even AFTER you typed it in... I mean, what is the purpose of that?). And, I needed a new card so they are OVERNIGHTING me one to arrive tomorrow. Now THAT is service. I am not a big fan of the higher fees associated with AMEX, and that some places don't accept it, but they give me great customer service.

Companies: Here are a few tips...

1. Don't use a call center located outside of the U.S. and make sure your call center representatives CAN SPEAK ENGLISH CLEARLY
2. Don't use an automated system that goes on forever, and allow anyone to get an operator by pressing "0"
3. Don't make us enter our account number or credit card number if you are just going to ask us for it again once you get on the line
4. Don't make us press 1 for English
5. Don't have an automated message that tells us to find the information on your website -- I was already on the website looking for the information and I couldn't find it

Trust me, your customers will appreciate it.