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by munk-a
1616 days ago
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It's Verizon's choice not to compensate someone fairly to deal with all the abusive folks that call up customer support - and to have company policies that force people to turn to CS out of desperation. I think it's perfectly fair for people to refuse to work phones for minimum wage and I think it's also perfectly fair for you, who probably pays hundreds of dollars a month to this company for the services that might run them tens of dollars to offer on a technical level - to expect the company to divert more of their profits to actually providing a good customer experience. In some businesses the margins are so tight that increased CS costs will put them under - the answer for those businesses is, unfortunately, to go under. However, everyone that's left should be held to a reasonable standard - maybe companies will start levying "Abusive customer" charges on especially painful support calls and piss off a small portion of their customer base while keeping the vast majority happy and well served - maybe they'll just up their charges across the board (or cut the costs into their profits) - that's up to them. What's up to you is the choice to cease being a customer[1] you can chose to discontinue your services with them - and if they have difficulties closing your account or continue to charge you erroneously for services... then you can reverse charges and report the behavior to whatever passes for a better business bureau in your neck of the woods. Dealing with crap CS is a cost that companies are currently levying on customers because they can - but you can refuse to play their game. 1. Unless you're living in a service monopoly in which case - shake your fists at the heavens, bend over, and consider moving to some country with sane anti-monopoly laws. |
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