What company say versus what they actually mean.
Your call is important to us actually means we don’t care about you or your problems and we just want you on the phone so you have to pay us money.
We value your feedback actually means we don’t give a crap about anything you say, but making you fill out this form makes us look good.
It’s on our roadmap actually means we are never going to do it and we don’t care what any of our users think.
Thank you for bringing this to our attention actually means we hear you, but we don’t care.
We will look into this actually means we will file your issue in some corner and totally forget about it.
We value your privacy, actually means we are collecting everything about you ever and we are going to sell it to all of our advertising partners.
@evilcookies98 Yeah, I'm sorry. Your first point is honestly pretty damn cold. I was a customer service agent and believe me, I took my job seriously. I know there are some out there who may not be as caring. But there're people out there who do and have done this kind of job in customer service who genuinely care about the problem people are having and want to help you. Often times, though, we have very little ability or power to help in situations because we're basically messengers with some power to look at stuff but definitely not enough to make decisions. Expendable people who can take all of the kindness and crap that comes along with the service we provide. To make a blanket statement like this discounts our role as agents trying to help people to solve their problems. And believe me, if you had gone through some of the same shit I've been through doing this kind of job, you'd learn to have the same outlook. I'm sorry but it's the truth of the profession.
@evilcookies98 And that may have been your experience and that's never a good thing to have. But the idea that no one cares about your issues is just simply a cold statement that doesn't consider that there are people who do this that genuinely want to listen and see if they can do anything to help. Just seems a little calous in my opinion is all.
@rooktallon 10 years ago that would not have gone in there. In every single time I have needed help in the past five years, I’ve gotten the runaround. The common practice by big corporations these days seems to involve having their people parrot what you said right back to you on an endless loop until you give up.
@evilcookies98 Then you've most definitely have had some terrible experiences then certainly. Sorry to hear that and I definitely don't blame you for your frustration towards the process. I'm just speaking from the perspective of one who did this kind of work. I understand why it may be that some might not really want to listen as I've gone through those kinds of calls myself where I'll be the customer on the phone and the agent just writes me off. Just so you know where I'm coming from.
@rooktallon like I said, 10 years ago, I would not have said that because more people actually tried in those days. In the past several years, I have dealt with the following. A bank representative hung up on me because I asked why our spending limits were changed without disclosure. this same bank hung up on me a different time because they found out I had no vision. PayPal has refused to help on three separate occasions. Spotify wasted an hour of my time by parroting back exactly what I had just told them. Apple blatantly refused to file a bug report because I did not have the latest hardware. The national library service wouldn’t even pick up the phone for three weeks. TikTok refused to help me appeal a wrongful ban because I could not do it in the app due to their bad accessibility. YouTube refuses to admit their algorithms may be at fault for punishing small creators more so than big ones. Now compare that to 10 years ago when I had the following experiences. The humanware representative stayed on the phone with me for two hours. Trying to figure out why my BrailleNote Apex kept crashing. An Apple representative tried to help me figure out why that same BrailleNote would not connect to my school iPad. Another humanware representative did not attempt to make me feel like an idiot when I had accidentally turned off my thumb keys, not knowing that could be done. Yet another humanware representative exhausted all options before having to take away my book reader for several weeks when the internal memory chip corrupted.
Add comment