I just don’t think the processes and systems allow front line employees to deal with anything. If it was just ineptitude I’d be way more fine with things, but I have little doubt this isn’t just that. It's conscious decisions from High up to frustrate the customer into relenting. It’s probably a huge money maker to do it, so it makes sense.
Media isn’t gonna care, they have 10000 of these a day they could report on. Small claims court, ya right, you lose way more money time going that route.
We could make the systems seamless for a $20MM capital spend but we actually lose significant revenue doing so, so why would any employee fight to spend that? I wouldn’t.
They use the front line employees as a human shield for their evil crap.
Don’t take it out on the front line employees, what are you thinking? Well, if you gave me someone better to take it out on I would much rather, but since you eliminate that option on purpose, sorry, someone is gonna hear about it and hopefully I have made them quit as my small protest.
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