Quote:
Originally Posted by Josieb1
I got a nice personal reply to my feedback about getting two unsatisfactory PW2s telling me that I wouldn't have any issues buying a PW2 as they have sorted out the lighting issues! 
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I'm sure you agree - my personal experience when dealing with large corporation customer service, be it customer service in general or feedback in particular, is to stick to very basic tasks and not even bother with anything else if possible.
Organizing returns, replacements, address or order/subscription changes, as long as they are mechanical in nature, those are the things you can accomplish with a "modern" customer service. Any special requests beyond that probably are not realistic. You can try, but don't expect them to happen.
One can, of course, send feedback as long as you never expect any response. At best you can hope for it to reach the team responsible for it (and thus generating long-term change), and try to get that done, but they are so far obfuscated under layers of "customer service" that you'll likely never know if they heard you.
If one has ever dealt with e.g. Amazon replacements, the language the reps use is very telling "the replacement was successfully created". That, of course, doesn't mean they've crated a new product for you, but that they have merely created a replacement order - not unlike you ordering a product yourself from Amazon. When the customer service is that far removed, likely on a different continent judging by their names, there is probably no way they can offer anything beyond that mechanical service.
None of this of course explains why you got such a retarded response. But it comes from the mechanical nature, much of the time the customer service is just sending out templates under strict time limits, that may or may not apply at all.