I've got some sympathy for the IRS (in this limited case) -- their budget is cut by small-government crusaders, thus reducing service, angering taxpayers and thus aligning public sentiment against the IRS. Same political ideology also works to make the tax code more complicated, also achieving the same objective.

But then they're prevented from simplifying - https://news.ycombinator.com/item?id=17751383

It's not so much the fault of those who want small government, but actually the likes of Intuit, etc. lobbying against tax code simplification so they can protect their business models: https://www.propublica.org/article/filing-taxes-could-be-fre...

Large government ideology doesn't help the tax code either. Complex tax codes are a result of special tax breaks for any purpose.

Poor service though is more about lack of resources than the complexity of the tax code.

I don't mind a wait if it means competent service on the most essential part of our society. I've called them for both business and personal issues with taxes and while it was by no means 'fun', they were both willing and able to help.

Now, the experience with Google Ads, that I can wholeheartedly echo. Every time I've spoken to them, it's just been a further waste of my time; and I can say the same of Yelp, too. So I think the core idea has merit - a private business' need to maintain and grow a customer base can be identified by how well they support current customers rather than how aggressively they advertise to new potential customers.

But like boys and girls, public government and private business are different.

If you have a balance due, calling the department responsible for collecting the balance is actually much faster. Don’t call the normal 1040 line, call the people who deal with money...they can do most of what the 1040 people can do and never have much of a wait.

The key is to call right when they open at 8a EST. Wait times are usually about 20 minutes then. The rest if the day it's at least 45.