Customer Service?

From a classic customer complaint letter written by James Lileks:

As it happens, I was on a cordless, and I was outside, so I was literally facing a brick wall while I was talking to one. Tanya explained that the unit had to fail four times before anything could be done. That was the alpha and omega of the situation. It would have been nice if Tanya had expressed sympathy or tendered an apology at that point, but it’s not her job, I guess.

It’s Tanya’s job to tell me what the customer isn’t going to get. If that’s what the rules say.



[HT: Ed Driscoll]