here is an example for you.
i purchased a new 2000 dodge caravan. after 24,000 miles the front brakes went out. the very polite, and courtious customer service agent informed me, that was normal at 24,000 miles. when i mentioned the bumper to bumper warentee, he showed me a copy of my factory warentee that clearly said somewhere near the back, that brake pads and rotors were not covered unless their failure was a result of some other factory defect.
so i sucked it up, and went across the street to have the brakes fixed. dodge couldnt do it for 3 days aleast. and the brake place across the street was going to do it for half the price.
300 dollars later, i returned with a factorey defective calliper. all is good. but with a smile and a polite greeting, i was toold "how do we know that came off our truck? sorry, i cant help you"
not to be detered, i crawled under my truck with a flash light, and took the part number off the remaining caliper, and sure enough, the date code was the same. meaning if it didnt come off my truck, it came off a truck that was produced immediatly after mine was built.
no luck.
a few weeks later, i noticed the clear coat starting to bubble up on my rear hatch. when i took it in, i also brought a copy of my 5 year paint warentee. with a smile, and being very courtious, he pointed out, that the warentee is on the pain, not the paint protection coating.
my point?
people dont get up in the morning and decide to go out of their way to jump down your throat....unless you are married to them.
they get fustraited when they feel they were cheated, or didnt not get what they paid for, or feel they were misled, or sold a product that did not live up to its promiss.
and YOUR company hires people to stand in front of them and take the heat. (you). usually, and more often lately, they hire someone to tell them SOL, so they dont have to deal with the unpleasentness themselves. that is why so many CS rep jobs are being farmed out to other countries. it is an expense. and as far as they are concerned, their bussiness with you was over when you handed them your hard earned money.
YOU are the only contact with the company they have to vent to.
it is not their fault. it is not your fault. it is your companyes fault. imagine how few irate people you would have to deal with if your company was like sears, and just replaced whatever was in dispute? they get irate because your company does not intend to give them satisfaction, for whatever reason.
and they hired YOU to deal out the bad news.
it is not the customers fault, it is your companies fault. so dont take out your fustraition with irate customers on the customers, take it out on the people who hired you to be their punching bag....or find another job.
not trying to be cynical of you, just the trend in this country to toss customer satisfaction out the window just because you cant get any better any where else. ALL car dealers where i live are in collusion with each other to NOT provide loaner vehicals. it saves them money, adn no matter how inconvienced YOU are, you cant get any better any where else.
it builds consumer fustraition. and so comapnies hire polite, courtious people like you to be their punching bag. a company i used to work for only hired part time old ladies for customer service problems. it wasnt about qualifications, it was about spending as little money as possible to say SOL as polite as possible with a person standing in front of you that invoked as little retalition as possible.
it is not the consumer, it is the company you need to complain about. clearly if the customer who got on your nerves was satisfied with the service he recieved, their would never have been a problam in the first place.\
and one more thing. do NOT EVER buy a dahlmer chrysler product. their warentee is not worth the paper it is written on. you buy their product, it is as-is reguardless of what the salesman tells you...unless you want to take every service claim to court with a lawyer and a scientist to make them honor it.