Quote:
Originally Posted by HarryT
They certainly should be aware of it.
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I've noticed with large consumer companies that there is a huge gap between "being aware of an issue" and "telling callers that they are aware of an issue."
Whether it's a usability issue (like the USB ports on the Fire, or the keyboard marking issue on the eary graphites) which they may provide a replacement for, or a cosmetic issue like the crack, which apparently they addressed by changing the design in later model, it's unlikely that they will acknowledge it to a customer calling in.
DirecTV has been particularly bad about this in my personal experience. I'd call several times about an issue, be told by several people that they have never heard of it and there is nothing they can do, and the next day, the company issues a public statement or a patch to address the issue.
I can't decide if it's a deliberate policy for various liability and marketing reasons, or an utter lack of communication between departments.
(I'm dismissing the possibility that they had indeed never heard of my issue, but right after I called, the rep ran the ticket up to the president, who ordered an immediate investigation. Like the "stop the presses" moments in the old movies. Perhaps that's it and I'm being unfair.)