I fully agree with Joe Bugeja (‘TV on demand’, May 26) who expressed my, and, undoubtedly, many others’ sentiments exactly.

Phoning in to complain is indeed a joke. One company in particular has its customers go through hoops to reach an automated – and often entirely unhelpful – voice.

When I complained that the whole procedure was needlessly complicated, especially for older customers like my parents, the customer service representative assured me that this was done with the customer’s best interest in mind. When I replied by thanking her but nevertheless complaining that, despite their best intentions, the result was a fiasco, she reassured me again that this was best for customers.

In vain did I try to get her to understand that the customers should be the ones deciding what’s best for them. She resolutely kept insisting that this was the best process providing the best solution with the best interests of customers in mind.

The best of all possible worlds, as Pangloss would say.

1984, anyone?