I am beginning to wonder if some customer services departments have a policy of making outwardly helpful noises ("We're so very, incredibly sorry to learn of your disappointing experience") whilst giving you the finger in effect, taking great delight in not actually answering your (repeated) questions - if you give them numbered points you get a wodge of waffle back merrily ignoring them - with the aim that through this war of attrition you'll be so dispirited you'll throw in the towel. There was an extended exchange I had with Virgin after my mother was told she could change her flight over the phone up until check-in and it would only cost £150. In fact it cost three times that and took four hours or more to get the new ticket issued. Virgin made positive noises but wouldn't answer most of my points. Three rounds in I had to give up.
Recently I have been communicating with Avis customer services via email and phone - going on for over 5 weeks - following a scratched rental car rgiving rise to a damage charge on our credit card. Email responses have taken weeks or not arrived at all - even when they've been given multiple email addresses to increase the chances of one making it home. (Surely someone should be looking into an issue with IT?) Every time you call you have to start over with someone new (and whilst the call centre staff's English is very good, it's obviously not their first language so you have to 'get' their various accents). Speaking to a manager is not at all possible, ever ever ever. He does not take calls I was told today. What he doesn't have a phone on his desk? I asked if someone would undertake to update me later today as to progress on passing me the documentation I need to make a excess warranty insurance claim (I''m £1000 out of pocket so five weeks on it's kind of pretty urgent) and was told flatly, No, I don't have time to update my cases on progress. What even when they've been waiting 5 weeks? I learnt of an escalation department today but was told my case didn't warrant escalation. How miserable an experience do you have to have before they escalate your case I wonder. Starting to feel my mental health is suffering but I can't simply wave goodbye to £1000!