Delroy gets personal about a frustration he knows plenty of listeners share: trying to get basic — or even complex — customer service, and finding actual human connection nearly impossible now that AI seems to be the default. Whatever happened to a real person helping you sort out a problem with an order, a refund, or anything else that needs an actual answer?
He’s hung up the phone more times than he can count out of sheer frustration, because — as he puts it — we shouldn’t be holding conversations with machines. It’s gotten to the point where he’s stopped payments on several accounts entirely, simply because he couldn’t get through to a real human being to resolve his issue.
Shopify gets called out by name as a prime example: instead of a straightforward answer, you’re stuck digging through what feels like an entire encyclopedia of self-help articles — and even then, the “answer” often isn’t really an answer at all. Delroy’s take: these systems don’t feel like they’re designed to help customers. They feel designed to frustrate them.
His advice to anyone dealing with the same thing: if it’s not a matter of life or death, cancel those accounts and stop putting yourself through the frustration. These companies clearly don’t value your business — so keep your money in your wallet.