I did not intend to dwell on random negativity here, but when I came across this sign a few days ago, I took it as an open invitation. So here are a couple of gripes aimed against a new trend in corporate mentality.

1. “Yes, we owe our customers money, but make it difficult and they’ll go away.” This seems to be a growing, despicable, yet profitable attitude. Real examples:

a. Rebates. You send in all required forms and original box parts, but no rebate arrives. After many months, you are given endless runarounds, required to make endless phone calls, and send more letters re-documenting your claim. This has happened to us more than once. It really isn’t worth it. And who has time to fight for the principle?

b. Airlines. Due to mechanical problems, a flight is canceled and we are told to book a hotel. Send in the receipt with this form, and we will be reimbursed this (minimal) amount, and this (insufficient) sum for taxi. Took nine months of letters and phone calls to get our lousy $120.

c. Insurance. A mistake was made by a pharmacy, which resulted in the repeated denial of claims. Send in a form, document everything with originals etc., and the claims are denied again, except a check for $8.11, and instructions on how to appeal. Appeal. Denied. Write more letters, get another $150. Write more letters, get a promise of payment. This situation, ongoing for six months now, has not played itself out.

2. Front desk stoneface. I don’t know this, but I believe there must be some sort of staff training program making the rounds which trains front desk and customer service employees how to be helpless. They do not have access to billing records, a supervisor is not available, they will pass along the complaint, etc. Worse, I believe they are taught to document everything in reports, in which they are told to include random generic character attacks, in order to cast aspersions and denigrate the customer, the better to CYA. I have fresh evidence of this theory, too. They try to sidestep responsibility by accusing the complainant of spurious, irrelevant minutia. What happened to “the customer is always right”?