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This hasn't been my experience. I can recall one time where, after spending hours on the phone getting nowhere, I mentioned getting a lawyer involved. The compa

This hasn't been my experience. I can recall one time where, after spending hours on the phone getting nowhere, I mentioned getting a lawyer involved. The company forwarded me to someone with a title like "solutions architect" who quickly solved the problem I was having. The other people I spoke with wouldn't even answer basic questions. It probably helped that the company is in a highly regulated industry.

maccard 7y ago
I used to work in IT support. Maybe 3/4 times a year, we would get an irate customer who would drop mention of a lawyer, usually they were awkward and unhelpful in the first place. Our MO was to escalate to our legal team (who worked one day a week with us), run everything through them, and make no attempts to go above and beyond to remedy the issue. Every time, without fail, it would have been easier for everyone involved if you'd just treated me like a human being the first time around rather than barking at me and threatening to sue.
- btrettel 7y ago
  As I recall, I politely spoke with multiple support agents for over an hour, carefully explaining my problem, before I tried to wrap up by saying that I was going to talk with a lawyer because this isn't going anywhere and I have legal rights in this situation. I don't recall threatening to sue them [0], just saying that I was going to talk to a lawyer. That's when the conversation changed. The person they transferred me to was very helpful. The problem was resolved within minutes of being transferred. I was completely serious about talking to a lawyer about this by the way. And they understood what my problem was. I'd guess that the support agents I spoke with were not authorized to do what I asked. They never told me that, though, they just refused to help. If I had to guess I'd say that they weren't authorized to transfer me to the right person unless I said certain keywords, "lawyer" being one of them. [0] Maybe I did, as I was really frustrated after over an hour on the phone. But I only intended to talk to a lawyer.

maccard 7y ago

I used to work in IT support. Maybe 3/4 times a year, we would get an irate customer who would drop mention of a lawyer, usually they were awkward and unhelpful in the first place. Our MO was to escalate to our legal team (who worked one day a week with us), run everything through them, and make no attempts to go above and beyond to remedy the issue. Every time, without fail, it would have been easier for everyone involved if you'd just treated me like a human being the first time around rather than barking at me and threatening to sue.

btrettel 7y ago
As I recall, I politely spoke with multiple support agents for over an hour, carefully explaining my problem, before I tried to wrap up by saying that I was going to talk with a lawyer because this isn't going anywhere and I have legal rights in this situation. I don't recall threatening to sue them [0], just saying that I was going to talk to a lawyer. That's when the conversation changed. The person they transferred me to was very helpful. The problem was resolved within minutes of being transferred. I was completely serious about talking to a lawyer about this by the way. And they understood what my problem was. I'd guess that the support agents I spoke with were not authorized to do what I asked. They never told me that, though, they just refused to help. If I had to guess I'd say that they weren't authorized to transfer me to the right person unless I said certain keywords, "lawyer" being one of them. [0] Maybe I did, as I was really frustrated after over an hour on the phone. But I only intended to talk to a lawyer.