Re: Are VM frontline staff now discouraged from escalating customer issues?
To be honest I put the blame on the customer for that. If you have a dd and it took you 2 years to notice it then a 50% refund is pretty fair. Some companies would only refhnd 3 or 6 months if it was not the fault of the provider.
I work in CEO complaint and customer relations so am the highest level someone can deal with before it goes to deadlock and the ombudsmen. It's your account and bank account so you should be monitoring it.
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