I'm just wondering if what I had to go through is getting to be the norm or just an anomaly with this one.
The maker of my CPAP machine has a web site that I access each day in order to see how I slept the night before. I access that information through an account that has my email address as the user name. My email provider changed the domain for my email and so I sent a notice that my email was going to change using the maker's email port. Then the email provider went kaput, and I couldn't access my account. So I tried to contact the machine supplier again to change to another email address and didn't get any response after 2 messages.
By this time the situation is getting critical as I had an appointment with my sleep doctor in 2 days. So I thought I would call the machine supplier and talk to somebody and get my email address changed again so I could access my account. The trouble was, nowhere on the main web site was any phone number. After a long time I found a phone number in a linked Terms and Conditions Agreement. I tried calling and repeatedly got bounced around and off by the answering system. After repeated attempts, I finally reached a human being, who sounded like a young man.
I then proceeded to tell the young man about my problem and that I needed to talk to somebody to fix the problem with my account. His response was I had to send an email through the web site. I told him I had done that twice and nobody responded. His response again was I had to send an email through the web site. By this time I am getting the feeling that he was trying to brush me off but I was not going to hang up the phone after spending so much time trying to find a human being to talk to. So I finally asked, "Are you telling me that in this whole company there is not a single human being that I can talk to who can resolve my problem?" and after a response that I can't remember now I said, "Sir, please connect me with a supervisor who has the authority and the ability to resolve my problem" and he connected me with a lady who couldn't have been more helpful and got my problem resolved.
The upshot is that I spent a considerable amount of time in an uphill battle to talk to a human being in order to get a significant problem resolved under a tight deadline. Maybe I'm old fashioned, but I worked in a service position and it would never have occurred to me to treat an inquiry from one of my agents the way I was treated. Or am I just being an old dinosaur?
The maker of my CPAP machine has a web site that I access each day in order to see how I slept the night before. I access that information through an account that has my email address as the user name. My email provider changed the domain for my email and so I sent a notice that my email was going to change using the maker's email port. Then the email provider went kaput, and I couldn't access my account. So I tried to contact the machine supplier again to change to another email address and didn't get any response after 2 messages.
By this time the situation is getting critical as I had an appointment with my sleep doctor in 2 days. So I thought I would call the machine supplier and talk to somebody and get my email address changed again so I could access my account. The trouble was, nowhere on the main web site was any phone number. After a long time I found a phone number in a linked Terms and Conditions Agreement. I tried calling and repeatedly got bounced around and off by the answering system. After repeated attempts, I finally reached a human being, who sounded like a young man.
I then proceeded to tell the young man about my problem and that I needed to talk to somebody to fix the problem with my account. His response was I had to send an email through the web site. I told him I had done that twice and nobody responded. His response again was I had to send an email through the web site. By this time I am getting the feeling that he was trying to brush me off but I was not going to hang up the phone after spending so much time trying to find a human being to talk to. So I finally asked, "Are you telling me that in this whole company there is not a single human being that I can talk to who can resolve my problem?" and after a response that I can't remember now I said, "Sir, please connect me with a supervisor who has the authority and the ability to resolve my problem" and he connected me with a lady who couldn't have been more helpful and got my problem resolved.
The upshot is that I spent a considerable amount of time in an uphill battle to talk to a human being in order to get a significant problem resolved under a tight deadline. Maybe I'm old fashioned, but I worked in a service position and it would never have occurred to me to treat an inquiry from one of my agents the way I was treated. Or am I just being an old dinosaur?
) all of your CS needs without any human intervention at all. This will likely consist of crediting your card, prorata, of course, after you throw whatever you're dissatisfied with down the stainless steel chute-to-nowhere. Automation will save us all money! And don't be in any hurry for your partial refund. 
