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Without prejudging the COE; it won't surprise anyone to learn that there are bad actors out there who try "every trick in the book" to have accounts that they d
by colmmacc 1y ago
Without prejudging the COE; it won't surprise anyone to learn that there are bad actors out there who try "every trick in the book" to have accounts that they don't pay for, and lying to customer support is absolutely one of those tricks, as is trying to be creative with changing payment instruments.
In these cases, it's also really important that customer support stick to a script and can't be abused as part of social engineering, hijacking, or fraud check bypass. "No we can't reset your account" is a very important protection too. I agree that there is an obligation to escalation, but I suspect the focus of the COE will be on how we could have detected this without human judgement. There's got to be a way.
- Timshel 1y agoI love the irony that an issue caused by a failing automation was solved due to human escalation but let's not try to improve the escalation process but add more automation ...
- colmmacc 1y agoWe do both; automation never forgets.
- CamperBob2 1y agoRight, obviously you can't give the level-1 schlubs the keys to the kingdom, but they need to be able to escalate. What you're doing now, trapping customers in a maze of no-reply dead ends, isn't OK. It's never a good long-term play to let bad actors drive your business model. (Well, all right, maybe PayPal has to do that, but you don't.) One obvious approach would be to charge for access to human support. I'll bet the OP would happily have paid $50 to talk to someone with both the ability and inclination to escalate the issue. In rare instances such as this one where the problem really is on your end, the $50 would be refunded.