Incentive to use the web...

It's more cost-effective for a company to deliver service via the web than the phone. I'm wondering if E*Trade is creating a system to encourage people to use the web.

I had to make a modification to an IRA contribution for 2005. Called E*trade to see which form to use...was on hold forever. Tried to navigate the site (the help feature was terrible). Couldn't figure out which document I needed. Called back and still was on hold forever. Went back to the site and because I was so frustrated with the phone, I looked a bit harder....and found what I need.

Made me wonder if it was a deliberate attempt to make me feel frustrated so that I would give up and go back to the web.