Quote:
Originally Posted by readologist
I think it's neither - but possibly has to do with some aspects of Japanese culture. After having traveled and worked in Japan for many years, I learned that often when a Japanese colleague or friend says yes, it means "I have heard what you said"; and does not always mean "I agree with you" or "yes".
I think the first line customer service reps are just listeners with absolutely no authority - they merely report to the next level (and they are very nice!).
In my case after many conversations, I have finally been promised a replacement for my defective Libra 2. This is after almost 4 weeks of silence although I'll believe it when I see it.
They probably have several layers of management to go through (again typical of Japanese businesses that I have seen) and very few decision makers. It's not typical of a well-run business (contrast Amazon ) but I don't think it's malicious.
|
In my case, I first reported about my problems in my Libra 2 last year, probably around November, and the CS advised to reformat the device. I just left it at that.
Then around May or June (memory is bad), I reported again my problem and immediately the CS said I am now entitled to a free replacement. CS conversations seemed to be archived and accessed everytime you talk to CS. He/she sent me a link (request for replacement) to fill out my details and after a day, my replacement request was approved. Replacement Device came from somewhere in Europe (Netherlands or Norway, like I said, bad memory) to Philippines.
They did not even asked me to send back the old Libra 2.