“Responding to an Absurd Claim from a Customer” was the title of a recent article on the CIO Today site. The article discussed customer service agents’ appropriate and inappropriate responses to customers who they deem have “absurd” complaints.
As anyone who has been through the hassles and headaches of a lemon vehicle knows, your complaints are anything but absurd. Nevertheless, they are often met with resistance, silence, or argumentativeness by so-called “customer service” agents.
It seems to me that, especially when it comes to auto manufacturers and dealers, they train their customer service representatives to dismiss or fend off complaints, rather than to help consumers resolve issues about defective vehicles. This is especially true when a vehicle might qualify as a lemon. At that point, it seems as though the customer service reps are trained to employ a variety of stalling tactics, in the hope that the consumer will either give up, or that the window of opportunity for filing a Lemon Law claim runs out.
The moral of the story? When it comes to customer service, lower your expectations, and don’t let their lack of response dictate whether or not you pursue your Lemon Law rights under the law.