I bought a Switch from Nintendo and they threatened me with legal action
I have never, ever dealt with any above mid-sized company that handles customer service and delivery well. There seems to be a set of standardised industry practices that are completely and utterly customer hostile.<p>The moment regular company employees stop dealing with customer issues, delivery, etc., and hands it over to &quot;specialists&quot;, it&#x27;s basically a crap shoot whether you can get any issue resolved at all, because the systems they put in place make it nearly impossible.<p>For example: A courier claims they called at your house and got no answer, even though you were in and they didn&#x27;t. You call customer services, but they have no way at all to contact the courier and tell them to go back and try again. Even if they&#x27;re only two minutes down the road. The system deliberately puts a firewall between the reps and the delivery infrastructure, because any kind of ad-hoc action to resolve customer issues interferes with the logistics planning for the day&#x27;s deliveries.<p>All the rep can do is rearrange delivery for the subsequent day, whereupon the problem often repeats itself, but this time with a different courier, and a different rep. I had this process repeat several times, over a period of weeks, until simply cancelled an order completely (one worth hundreds of pounds to the vendor).<p>I do wonder if higher level managers realise that delivery departments are optimising purely to make things easy for themselves, and what that&#x27;s potentially worth in terms of wasted effort, lost orders and customer hostility. I guess they probably don&#x27;t care, because it still saves them money on aggregate.