"Document everything. Write down dates, times, conversation points, who will do what and when. Get peoples’ names. Then if support drags on you can maintain some sanity and hold people accountable."
That's a gem of advice for anyone who needs to deal with an unresponsive customer service department in any nameless, faceless, and/or bureaucratic organization.
But, that being said, I wouldn't hold the lower-level people to be ultimately accountable... That's because they are usually not empowered to act by corporate policy, the proper infrastructure for action, internal politics, or any number of other company-imposed barriers...
Ultimately, what holds these companies to account, over time, is dwindling sales, the loss of profitability, and the migration of their customer bases to other companies...
Excerpt:
"Document everything. Write down dates, times, conversation points, who will do what and when. Get peoples’ names. Then if support drags on you can maintain some sanity and hold people accountable."
That's a gem of advice for anyone who needs to deal with an unresponsive customer service department in any nameless, faceless, and/or bureaucratic organization.
But, that being said, I wouldn't hold the lower-level people to be ultimately accountable... That's because they are usually not empowered to act by corporate policy, the proper infrastructure for action, internal politics, or any number of other company-imposed barriers...
Ultimately, what holds these companies to account, over time, is dwindling sales, the loss of profitability, and the migration of their customer bases to other companies...
Customers are always voting with their feet...