13 August 2017

On complaints

It is sad that most companies seem to only be prepared to appease customers rather than to fix systems. When I make a complaint, they’ll “open a ticket”. They want me to tell them what they can do to make me happy so that they can “close the ticket”. When I say, “Make sure it doesn’t happen again,” they’re at a loss. Because they have no way to do that. And the idea that I’d make a complaint because I want to help rather than because I want some sort of recompense or something doesn’t fit in their system.

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