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Originally Posted by ratinox
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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Except a larger company has more employees to do the same thing. But yes do ignore that, I'm sure Kobo has the same number of employees as Amazon in every department.
Except the whole customs thing, which is out of Kobos control entirely. And again the CS reps you speak to have only so much power.
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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.
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Yes "some*, but they are still bound by the same strictures as the non managerial staff is. If there's no overnight shipping available to them through their system it doesn't matter if a manager tells the computer "listen I am a manager" the computer still doesn't have overnight shipping.
And they are still low level staff.
So again, you can whine, and thrash, and complain all you like to these people, they very likely aren't empowered to change anything. Is that a bad thing? Probably. But that's how it is.
I'll grant Amazon generally handles this better, they throw gift cards at you like they're going out of style. But it's always Amazon gift cards so you're just going to spend back to them anyway.