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This would not help, since humans are trained to respond like robots. They vaguely understand your support request and then copy-paste a knowledge base support

This would not help, since humans are trained to respond like robots. They vaguely understand your support request and then copy-paste a knowledge base support blog post at you. Even by phone, they do this exact same thing. At least my bank does, until you get escalated to a supervisor, who is permitted to go off-script for a minute. You explain you've read the support info and it doesn't apply to your case, at which time they're trained to say "I am so sorry, but that is all the support I am able to provide at this time". I had this exact experience with Tinder, when I tried to renew my grandfathered Platinum subscription (and ensure it auto-renews) a few days before it expired and got lost forever. They wouldn't let me "add a card" or "manage my payments", so I contacted support, who told me I should go to "manage my payments" to "add a card". After tons of back and forth, Tinder went from having an eager Platinum (re)subscriber to somebody who angrily deleted their account. All because their support staff are essentially robots pretending to be humans (they eat, poop and go home to their families, but they're still robots while they're working for Tinder). I actually wrote a blog post with screenshots. https://papyrus.so/@support/how-tinder-support-turned-me-from-an-eager-tinder-platinum-renewal-into-an-angry-deleted-account https://papyrus.so/@support/how-tinder-support-turned-me-fro...

smsm42 5y ago
The worst here is that there is no single person on this Earth - except you - that cares about this outcome and would do something to fix it. Support does not care - their job is to copy-paste answers from script. Finance does not care - they have millions of clients, it's much easier to let one go than to start making exceptions. Software devs don't care - they have hundreds of bugs, what's one more? They are paid the same anyway. It's big enough that the value of single subscriber - even with the most expensive plan - is indistinguishable from zero. So you get your worth of service - zero.
- unsupp0rted 5y ago
  The only time it matters is if you get enough traction on social media. That's when the cost of losing you ($100, i.e. a number approaching $0) gets multiplied by the millions in revenue they might lose from bad publicity.

smsm42 5y ago

The worst here is that there is no single person on this Earth - except you - that cares about this outcome and would do something to fix it. Support does not care - their job is to copy-paste answers from script. Finance does not care - they have millions of clients, it's much easier to let one go than to start making exceptions. Software devs don't care - they have hundreds of bugs, what's one more? They are paid the same anyway. It's big enough that the value of single subscriber - even with the most expensive plan - is indistinguishable from zero. So you get your worth of service - zero.

unsupp0rted 5y ago
The only time it matters is if you get enough traction on social media. That's when the cost of losing you ($100, i.e. a number approaching $0) gets multiplied by the millions in revenue they might lose from bad publicity.