Tell the person answering that you want to speak with the manager. If you get no satisfaction from them go higher and keep going higher until you get some satisfaction.
Absolutely!
Years ago, I had a problem with a shorted shipment of software. I spent nearly a month with customer service runarounds. I finally got a supervisor who could not resolve the issue. I told her I wanted to speak to ‘her’ supervisor. She said ‘there wasn’t one’ and hung up.
About 30 minutes later, ‘she’ got a call from the VP in charge of that part of the company.
The VP’s secretary called me and informed me that the situation had been resolved and I would be getting the shorted software ASAP.
[That CS agent found out she DID have a supervisor. I wondered how long she kept her job after that.]
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That was not the only time I went above a CS agent. After giving them more than ample time to resolve situations, I had not problem calling the corporate offices.