Customer Is Told by the Bank That There Is Nothing Further That Can Be Done To Resolve Their Issue, They Email Every Manager They Can Find and It Gets Fixed Immediately After – FAIL Blog

See, while I’m pretty sure that the AI chatbots are definitely just there to stonewall customers with actual problems for long enough that they decide that maybe their problem really isn’t that bad after all and just give up and stop trying to get their problem resolved… This is also how customer service has functioned for recent memory, even before AI and before all the jobs got offshored. Heck, there is probably a 16-year-old reading this right now (can kids still read?) whose first memory was when the only way to get your actual customer service issue resolved was to go on Twitter and stress the social media managers who were making witty posts for whatever brands out there enough that they went and got their boss to handle it for you. 

The lowest-level customer service has always been a bureaucratic stone wall there to sift out the weak or the simply not angry enough. 

At the end of the day, the answer for getting around this is still the same as it always has been: persistence and escalation. The squeaky wheel gets the grease, not necessarily the angriest squeaky wheel, although a little stressing the importance of an issue never hurt. Of course, there is a wrong and a right way to go about it, and you’re just as likely to end up in a Karen story, even if you have a point, if you just fly off the handle. 

This customer went about it the right way, finding every email of any person who seemed like they might be a manager or the least bit important. Sure enough, the problem that they had just been told couldn’t be fixed was soon sorted.