DanW
Well-Known Member
You expect a personal response in a public forum? They personalize communication when private, through PM, email or phone. They've done that every single time with me.Well honestly, I am happy for you then! I had quite the opposite experience, and I will never utilize them again.
But that has nothing to do with my previous comment. From all of the customer service departments I've dealt with I have found tailored responses to an individual/issue come off much more helpful and effective than a canned response you have seen/received a dozen times. 90% of a CS rep's work is keeping the customer in good spirits and managing their expectations (since they have little-to-no room to change company policies or help anymore than they are allowed to) so taking a few extra seconds by not using a canned message can help keep the customer in a good mood by feeling they are being taken care of properly and not just "part of the script."
Just my thoughts! If you ask most people, they aren't event worth $0.02.
They are showing wisdom and professionalism in their public invitations to communicate privately.
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