REMEMBER WHEN THE CUSTOMER WAS ALWAYS RIGHT?
Call any customer service line. See how “right” you feel. See if you can even get a US citizen on the line. See if you can even get the person on the line to understand your problem, no less resolve it.
Most of the customer service people I deal with know far less about their products than I do. I was once shopping for a phone that would flash a light when I had a new voicemail message. I was informed by 'Best Boy' that those don’t exist. I looked at the first phone I saw and asked-
“What does the little red light with ‘VM’ under it do?”
Complete product ignorance doesn’t stop these idiots from stalking you pitching a $200 a year service plan on a $75 VCR. When I confront a relentless moron at a Circuit City, Best Buy, Car Lot etc. I say “I’m ready to buy, go see if your manager can authorize a $20 million travelers’ check.” When they scurry off to lock down the commission that will allow them to buy a new spoiler for their 1988 Honda Civic, I split.
“They shouldn’t have told you that.”
That’s the new customer service tag line. Swissair lost ALL of my bags on a return trip to the states. Swissairhead at the counter says, “Buy whatever you need and mail in the receipts” I did so, six years pass, and no refund. I call to plead my case. “Oh they shouldn’t have told you that”
The California DMV (I’m not sure government mandate makes us customers, but anyway…) tells me that if I was going to sell my car, I didn’t need to re-register it, I simply needed to have the new owner fill out some paperwork, and mail it in. I told them that that did not sound accurate. They insisted and sent me off. The police officer who gave me a ticket on the way home didn’t think it was accurate either. I turned around and waved the ticket at a manager who defended their actions saying “Oh, they shouldn’t have told you that, you can pay that with a check or cash. Or fight it in court…”
What’s next? You buy a new car, and its first trip to the mechanic its discovered it has been in 17 accidents. You go back to the dealer screaming “They told me it was NEW!!!!!” “Oh they shouldn’t have told you that.”
This is the perfect ‘out’ for companies. “It’s not my fault, it’s that other guys fault, sorry about the inconvenience HE caused you but there’s nothing I can do about it.”
Or in other words- 'F&@% you'.