Frequently, there seems to be no way to resolve the issues until the situation gets so bad the company finally goes out of business. This seems a ridiculous situation when, theoretically, these companies are supposed to be working for us.
One another note, how do people continue to work for companies where their entire job is obfuscation, delay and deny? I can't imagine they would like the tactics were they the focus of behavior similar to that they dish out on a daily basis. We, as workers, are responsible for the continued dismal state of business if we don't refuse to work for companies that abuse their customers.
Thanks for calling, please go away
Most customer service organizations are architected around a simple idea: interacting with customers is expensive, driving costs down is a good thing, thus getting people to go away is beneficial.
(Continues on web site)
(Via Seth's Blog.)