Speaking as somebody who ran a customer service organization for a number of years, might I humbly suggest that, rather than getting all huffy and demanding this and/or that, you talk to them like fellow human beings? I think you'll find you get much better results that way. People like to help people who are willing to work with them and treat them like humans.
I've been in the CS business for the last 16 years and I agree. I never act like that. I know the other guy on the end of the phone isn't responsible. Even if he was I would never act as such. I think people are sad when they get angry at some poor working stiff across a counter. As if its their fault. However, in the age of reviews and sources like Angie's list, Yelp, etc. I will voice my displeasure and also give credit when due. Baratza earned both but in the end made it right.
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