[aikah]

> I'm not making excuses for them

Yes you are. If the OP story is true, you just don't yell at your customer. It doesn't make me want to try Shopify if they really use these kind of practices. Only shady pornsites do that stuff.

[mtrimpe]

Have you ever actually worked as a customer service agent? Getting low-paid employees to consistently be courteous to angry customers is actually really hard to get right.

You probably aren't; but lots of customers are assholes. Lots of people become utilitarians when they're dealing with customer support: when they want an outcome all means to that end become justified. I can't tell you how many insults I've had hurled at me during my few years as a support rep.

And as far as this customer is concerned; my guess is that he never got the chance to speak to the 'head of customer support.' He got pissed off at one employee; asked for the supervisor and was transferred to the support rep sitting next to him.

That shit happens all the time; heck I've been the 'supervisor' several times and had it work. Call it a 'social hack' support reps often use.

Now the guy should never have yelled and the VP should've followed up on his promise but downvoting someone who politely advocates cutting Spotify some slack based on a single report isn't fair either.

/ex-customer-support-rep-rant