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Originally Posted by MGlitch
1) the size of a company absolutely affects those things
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If your reasoning is correct then a larger company with more bureaucracy should be slower and less responsive to customers than the smaller company with less bureaucracy and overhead. Yet my experience and the experiences of others with Kobo is exactly the opposite.
NB: I'm not including UPS or customs in these unreasonable delays. UPS times have been on the whole better than average. All of my complaints are about Kobo themselves.
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2) anyone you spoke to on the phone, via email, or chat is a low level employee. The manager is still bound by the same constraints and no amount of you wishing or demanding otherwise will change this.
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Incorrect. Anyone in a customer service managerial role by definition has some leeway in bending the rules because unhappy customers are bad for business.