CV,
About 3 phone calls ago i would have been climbing the ladder, speaking with a supervisor and getting their direct contact information. Forget chatting with the front line call agents. They know little beyond a standard question sheet and cannot authorize a damn thing.
The major problem with many service/warranty/help centres is that EVERY time you call you get a different person.
Each time i've had issues with either mastercard, or fedex, etc. i have written down the names, employee numbers, agent numbers of anyone i talked to. Some places actually record conversations and keep an electronic script of everything that was said so even while talking to a new agent, they can review what someone else told you previously. For the companies that do not have such a system, manual records kept by a customer are about the next best thing to arguing your point.
Climb the ladder and go towards the top.
