2 ms·

It's not lying, it's ignorance or not having the time/resources/ability to find the correct or more helpful answer.

ydlr 3y ago
The individual service rep may not be lying, but the company is. They intentionally put someone in front of the customer without the correct information and without the ability to find it so that they will have no option but to follow a script without any regard to whether the words they are saying are true.
- ghaff 3y ago
  The company is "lying" in the sense that their computer system has the wrong information caused by a human error. And you can certainly argue that this should have been special cased sooner rather than later. (On the other hand, like it or not, I assume that a lost piece of luggage is also written off as unfindable well before mountains are moved to try to find this item which is apparently out of the computer system's knowing. I've certainly experienced something similar with deliveries from time to time.)
whstl 3y ago
There are definitely lies in some of the interactions in the article itself. First saying that it is in the wrong place, then saying that "the baggage team will take care of it". Not to mention mistakes made and not admitted. Not to mention they told CNN the woman would get her money back for the travel, but not contacting her. If you're talking about support in general, they don't say "I don't have the time/resources/ability to handle that". They instead flat out lie to you (how many times I got the "your cancellation was requested" only to be charged again), shift blame often back to customers, ask customers to re-do procedures because of their own mistakes, transfer to phones that often disconnect, or even refuse to perform support by some channels ("please fax this form for cancelling you account"). Not to mention transferring the call and then disconnecting you, very common with cable/telecom. Often the individual person is not to blame, as they're following orders, but they're also not saying the real reason for the problems, so you can definitely say they're paid to lie. All of this has a reason. It's rarely lack of time, though. Cancelling some subscription sometimes takes several unnecessary minutes, sometimes hours when you put together days. This time could have been used to do actual support.

ydlr 3y ago

The individual service rep may not be lying, but the company is. They intentionally put someone in front of the customer without the correct information and without the ability to find it so that they will have no option but to follow a script without any regard to whether the words they are saying are true.

ghaff 3y ago
The company is "lying" in the sense that their computer system has the wrong information caused by a human error. And you can certainly argue that this should have been special cased sooner rather than later. (On the other hand, like it or not, I assume that a lost piece of luggage is also written off as unfindable well before mountains are moved to try to find this item which is apparently out of the computer system's knowing. I've certainly experienced something similar with deliveries from time to time.)

whstl 3y ago

There are definitely lies in some of the interactions in the article itself. First saying that it is in the wrong place, then saying that "the baggage team will take care of it". Not to mention mistakes made and not admitted. Not to mention they told CNN the woman would get her money back for the travel, but not contacting her. If you're talking about support in general, they don't say "I don't have the time/resources/ability to handle that". They instead flat out lie to you (how many times I got the "your cancellation was requested" only to be charged again), shift blame often back to customers, ask customers to re-do procedures because of their own mistakes, transfer to phones that often disconnect, or even refuse to perform support by some channels ("please fax this form for cancelling you account"). Not to mention transferring the call and then disconnecting you, very common with cable/telecom. Often the individual person is not to blame, as they're following orders, but they're also not saying the real reason for the problems, so you can definitely say they're paid to lie. All of this has a reason. It's rarely lack of time, though. Cancelling some subscription sometimes takes several unnecessary minutes, sometimes hours when you put together days. This time could have been used to do actual support.