4 ms·
When customer support resorts to justification by analogy it's not gone well.
by cs02rm0 7y ago
When customer support resorts to justification by analogy it's not gone well.
- rchaud 7y agoThe analogy doesn't even work. If you buy a house, you own it outright. If you don't like the house, you can sell it. Can you can sell a piece of software that doesn't belong to you and can't be unbundled from the car?
- grogenaut 7y agoyou can sell the car. You can't really sell the extension to the house without selling the house unless well you live in SF and you turn it into a 5 bedroom apartment.
- rchaud 7y agoYes, and that would have worked had the CSR been dealing with a car return issue that was past the refund eligibility date. But they're talking about a piece of software that isn't critical to the car's functionality and can be refunded.
- larntz 7y agoA terrible analogy too! If it's their policy to not refund software purchases they should have a standard response to these requests.
- __s 7y agoThe better analogy for this scenario is "it's like when you make eye contact with the squeegee guy at the corner so he starts cleaning your windows with a dirty mop despite your shrill screaming & then demands you pay him or else you don't wanna know or else"
- deleted 7y ago[deleted]
- 45ure 7y agoIt is ironic, as usually car analogies are used by default, to explain away any manner of things on the internet. The CS picked the wrong strategy of doubling down and being snarky to the black swan/blue checkmark guy, who knows a thing or two about how the most intolerant wins.
- ryandrake 7y agoI was shocked by the middle school level English grammar coming from the company’s official customer support. Who knew you could get so much wrong in seven sentences! Bad image for a luxury product.
- rchaud 7y agoI would imagine that email support is outsourced abroad. Less likelihood of customers getting irate over accent/communication issues, and easier to respond to customers at all times of the day.