Question

Have you had a frustrating experience with customer support? Let's say you receive a promotion from your cable company offering you a month of free HBO. Then they bill you for it. You call customer service and they say it’s a marketing promotion so you need to call marketing. Marketing tells you to call billing. Billing says they never heard of any such promotion. Are you ready to bang your head against the wall? Why did this happen?

Answer 1

This happens because companies take advantages of limited resources available to customers to fight their case. Companies often come with free sounding schemes which often are not free and they bill you for associated costs. This is deliberate on part of companies to misinform or rather not inform the little details of offers. Customer care is often not a service for customers but rather to protect the companies from their customers. They are intentionally created to be a lengthy process in order to discourage consumers from pursuing their case. In this case, there is no accountability fixed in case such billing complaints arise. Companies cannot brush off a customer by saying their department is not concerned. Marketing teams more often focus only on revenue target and not all their schemes are informed to other departments. The salesperson is only concerned with his sale and forgets to inform other departments of discounts or vouchers etc offered by him to customers. Customers cannot track the particular salesman and this becomes difficult for them. Customers will not pursue the case if the value of offering or service is not much and they leave it in despair.