[truenamenofame]

It's good you wrote this up to bring attention to this, but did you really have to torment the CSR by saying you'd go to social media about it as some kind of bargaining chip? You're right it's not on them, it's on the company. But that CSR is probably going to be thinking about this for the rest of the week, fearing that he'll be out of a job soon for something out of his control and be unable to pay the bills and stuff.

EDIT: I'd be terrified too if some big shot on the phone starts threatening a social media campaign against me, some unfortunate soul forced to work in a call center to deal with people like this

[dbingham]

I was hoping he could use it as a bargaining chip with his supervisor and tried to make clear we'd leave him out of it.

This was only after we were getting stonewalled and he was saying he wasn't allowed to escalate us.

Edit: To be clear, he was scared about us asking to escalate well before we mentioned anything about social media. That was a last ditch attempt to break through. The fear preceded any mention of social media.

[to11mtm]

CSR was probably terrified because 'metrics' are the god-king of call centers.

Going over on Call Times, having too many escalations, hell I worked at a place where the CSRs would get written up for taking a bathroom break too long.

Frankly, the environment of some Call Centers easily trade blows with Amazon Warehouses for worker conditions; main difference is instead of the rigors of physical labor you get to be sedentary instead.

[Wowfunhappy]

This sucks, but it’s also not the OP’s problem. They needed a fridge.

[truenamenofame]

Fair enough

[dbingham]

It was a good point and valid concern.

I was really hoping, they could use it to break both of us out of the trap. It didn't work. It's possible they didn't understand that's what I was trying to do. They were already pretty agitated and I was pretty frustrated. But I tried to make it clear I wasn't aiming it at them.

And each time their seeming fear and agitation preceded it by quite a bit. It was linked to us being unsatisfied with what they could offer us and asking to be escalated. And their inability to escalate at all.

They're left with the inability to solve the problems they're faced with, and no one of higher authority to pass those problems on to.

[JohnHaugeland]

is it the customer or the company that we should hold responsible for the customer having no avenue for support after a loss of a multiple thousand dollar item?

what alternative would you have recommended?