I've previously worked as a process manager for 5 years so i have an understanding of how things go with these larger corporations. Train your staff / create processes to best suit the profits. I left a larger corporation because of simply the requirement to create processes which exploits uneducated customers.
As a customer anytime i see it freaking grinds my gears so I'm here to rant a little i guess.
Today I ordered food, it came in 1 hour late very cold and as such I'm entitled to a refund.. i didn't agree to have food come in so late. So i called the support line, said I'll like a refund and was told we can offer you $5, i said no, they said we can offer you $10, I said no.. they said we can offer you $30, I said no and they said we can offer you a refund. Raging a little i said, i asked for a refund give me the refund from the very start.. (i'm already pissed off enough by getting shitty food)
With my previous experience i wanted to see if this was indeed process or just a one off error from a staff member (using uneducated staff member is often used as an excuse to work around laws) so i called back again with the request and was greeted with the same process, I also then tried online chat twice and it's the same shitty process.
If you feel like you are entitled to a refund then hold out until you get the refund and don't get tricked into taking crumbs. Tell them you'll like a copy of the phone calls / will request a copy of the phone calls and they will play ball quicker.
