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Customer Service Sucks -- so says the Washington Post
In the article here [free reg, blah blah blah].
I found it interesting that days/weeks/months after the fact, the Press can contact the right spokesperson and be told "that customer service agent was in error/mispoke/made a mistake/whatever", but when that agent is the only link between you and the supervisor who can confirm that personally for you the customer, trying to get a seemingly simple problem solved, there's not much to rejoice in on reading that.
I found it interesting that days/weeks/months after the fact, the Press can contact the right spokesperson and be told "that customer service agent was in error/mispoke/made a mistake/whatever", but when that agent is the only link between you and the supervisor who can confirm that personally for you the customer, trying to get a seemingly simple problem solved, there's not much to rejoice in on reading that.