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I understand, of course, that "customer service" is an Orwellian term--that there was no such phrase in the language till there arose a need to disguise ineptitude behind a mask of deeply, DEEPLY caring about one's customers. Still, double-speak aside, I thought I'd play their game and ask your advice.
Before bothering customer service, I tried using the business's help page to solve my problem on my own. I tried a couple of possible fixes, but to no avail. So I emailed customer service about my problem on July 4. That, of course, was a holiday, so I was reasonable and did not expect a response within the time frame, 24 hours, promised in the automatic reply emails. But when there was no response after 72 hours, I sent another, and then another, request for service. At last I tried: (1) an "online chat" with an expert who (of course) simply cut and pasted the same fixes I had tried earlier and logged off without success; and (2) telephoning customer service. The latter was interesting. When I started describing my problem, the rep immediately finished my sentences for me. It turns out that she, and maybe a whole bunch of other people, knew about the exact problem and how to resolve it, but, I gather, that the same info has not gone out to the Help page or to the "online chat" techies. (Of course, she promised to mail me a fix, and has not done so yet, seven days later, but gosh she was so nice.)
So today--twelve days after my first request for service--I get an answer. Of course, it suggests that I do exactly what I found on the Help page, exactly what I keep telling them doesn't work. And as a followup I get another email: "In our effort to continually improve customer service, we would appreciate hearing how well we responded to your recent question. Please take a moment to complete our survey by clicking on the link below. . . ."
That's a long and venting prologue to these questions: How do you get service if no one bothers to respond? How do you complain when there's no one to complain to??
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