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I experienced this with human customer support recently. I started asking questions to sort out what key piece of info I was not communicating. "Why would your

by kirykl 9y ago

I experienced this with human customer support recently. I started asking questions to sort out what key piece of info I was not communicating. "Why would your company accept that request if it's impossible to fulfill?" Instead of working to solve with logic the rep responded to every question "oh yea it's too bad I'm so sorry that happened" I think they're just abused by angry customers so much it's easier to just appease emotionally than solve unreasonable requests

rdiddly 9y ago
The (attempt at) emotional comfort is just weird to me. The relationship I want with them is "I give you money, you do what you promised." Simple! So if I'm calling them, most likely the conversation is gonna boil down to, "Hey it appears you're not succeeding at doing what you promised" or "Hey can you do this other optional thing you promised?" or more rarely "Hey for some reason I can't seem to successfully give you money." Reading your story it actually seems like it'd be hard not to feel patronized. Which I hadn't considered before. Usually it slips by me, masked behind my basic assumption of good intentions, and my tendency to just ignore anything scripted. Like at the onset of "Wow yikes ouch too bad I'm sorry that happened for you" my brain says --- 2017-09-03-122634 -- irrelevant data stream -- waiting ---