F#ck the FAQ

So there I went. Finding my way through the FAQ. Getting a quick answer to a question I had: how to convert my subscription? I didn't understand the information I was getting. I also had the feeling that this answer wasn't about my question and problem. Of course I searched further, clicked and clicked without finding my anser. And after a few minutes - yes, I'm sometimes impatient and I'm not the only customer - I decided to call. Maybe this call was the shortcut I needed, because I couldn't figure it out on my own. It felt like I was stupid. Of course, I would have preferred to have found the answer myself. The company would also have preferred that I didn't call. Not only did they try to hide their phone number (but I'm a master-googler, HA!), but the employee also made this clear on the phone. In no time she found the answer and she didn't understand that I hadn't found the answer myself. I could have done this too in the 'My account' area, she told me.

If you lose me in your own FAQ, it's not my fault, is it? Too often I see that the flow is set up from an internal perspective. Or that it's written in words that I don't use as a client. Or that I want to do something that is not allowed online. Like cancelling a subscription. You can only do that by phone during office hours. That FAQ remains a mystery to me. If you look at it phonetically it looks suspiciously a lot like F#CK. Unfortunately, I can't make anything else out of it.