The Difficulty With Getting A Refund
Why do companies make this so difficult, and how it can be fixed.
It’s nothing new, most especially in modern times, to imagine that companies really do hate their customers — even though it’s those very customers that they squarely depend on to stay in business.
That companies should behave in such a retrograde way with respect to what, effectively, keeps them in business is yet another example of the cognitive dissonance that is starting to overtake the entire world.
A good example would be if you’re a subscriber to a satellite TV provider that doesn’t have a great internet presence and relies on call centres to provider customer service.
You call their number and get to choose at level one of the multi-level standardly infuriating maze of options:
“Press 1 to Subscribe, Press 2 to Unsubscribe”
Naturally with option 1 you’re put straight through to a customer service agent, but with option 2 you’re put in a queue.
One could imagine, if one were of a cynic mind, that they’d be more interested in people signing up than wanting to leave — fair enough — but to discriminate against them when they’re also currently paying customers and, some may imagine, perhaps trying to get them to give up and try again later when this may be less…
