I miss the days before the internet sometimes. Especially when dealing with companies. They think they are being efficient dealing with customers only through the web or an app, using AI agents to deal with enquiries and having complex digital complaints procedures.
Once they have your money and you experience problems with their product or service, good luck reaching an actual human to talk to. Or getting your money back.
If you are an IT geek though you might have a chance. I’ve managed to talk to humans and get my money back on several occasions, but it took a bunch of skills that the average person just doesn’t have such as:
– Understanding how web pages work and reading the page source
– OSINT
– How to hack AI
– Side-channels
– Exploiting software bugs
It shouldn’t require a degree in IT in order to get decent customer service but that’s been my experience.
Tag: customer service
Lamenting on customer service today
Depending on how old you are you may remember a time when you knew each member of the team that worked at your bank and they wanted to keep you as a customer and would rectify any problem no matter how small. Or when you received bad service at a large store even online you would receive great customer service to rectify the issue?
I can recall the early days of Twitter when there weren’t that many of us on there. I posted a tweet about a particular issue I had with a product one time and within the hour the company was in touch asking how they could resolve the issue to my satisfaction. Today you’d be hard pressed to be able to reach a human. You are more likely to encounter chatbots running on a pre-configured algorithmic loop, or AI of some sort. If you do manage to reach a human they probably don’t work for the company and are following a script delivered in broken english from a country far far away.
In the search for cheaper products and services, and larger profits, quality has suffered and when you want to complain there is no person to complain to.
You could use OSINT to reach the CEO and try complaining that way. I tried that once and he said he’d resolve the issue asap then behind the scenes got his PA to tell me to go away. One face for the publicity another for the actual service. We care, we care a lot.. about our profits and shareholders.