I bought a Switch from Nintendo and they threatened me with legal action

In the call center, when you call in, our number one goal is to get you off the phone ASAP. Every major corp I've worked for never had a way to tell the status of the delivery via their in house software. In times like this we check the notes to see when the last time you called and just keep telling you to wait longer, say "it's sent" even though we have no way of knowing this, we are told flatout to lie.

The major reason is that delivery is outsourced to another company, who then themselves outsources it again to other drivers who will work for the least amount of money possible. So there is no direct way of contacting them or even knowing which sub company is doing the delivery.

All the managers are concerned about is you taking the next call. I have gotten in trouble multiple times for going out of my way to make sure the customer got everything completed properly. Soon as the customer hangs up your headset automatically takes another call, so you don't have time to fill out extra paper work to get what the customer actually needs completed cause you are told to do that "On your own time" and since you get paid minimum wage you don't give a shit if things get done or not due to the poisoned environment.

Now say a real incident happens where you must call the delivery driver, it CAN be done, just that they never tell the employees that because it takes "too long". Basically you call the 3rd party delivery company and tell them what's up and then it's their job to relay the message (if they even know who is doing the delivery!) So only under special circumstances can that be done.

No one cares about wasted effort or customer satisfaction, as long the hold times are low and they can employ the minimal amount of workers then they are doing there jobs...

Another thing, when you cancel your account and the company owes you money, you tell the customer 6-8 weeks to receive the refund. Now if the customer gets really angry and makes a big deal about it, then there is a little button we click on the screen that mails out the refund to the customer the next day! So why do they do that? because of all the interest they make with your money sitting longer in their bank account. This company had 3 internal accounts that had ~2 Million dollars in each of them, filled with customers money just waiting around to be sent out when the automated timer printed out a batch...

All the corporations I've worked for all operated like this, whether I was paid minimum wage or a decent 20$ an hour. I've only worked at one place where they genuinely cared about the customer, but it was small enough in that you had direct communication to everyone, but that place closed cause customer service costs too much money...

I wouldn't get angry at the rep, it's the managers that pressure this kind of behavior in full force, if it's busy and you are on the phone for more then 4 mins, a manger comes over and stands behind you and tells you what to say to end the call even if it doesn't make sense and guaranties the customer has to call back...

To get the best level of service you have to call when it's not so busy. Never call on a Monday or early in the morning, that's when it's the most busy. Slow times are Wed-Fri 1:30pm to about 6pm then anytime after 10pm. Sundays are a good bet if the place is open, although usually most of the reps that work on the weekend are new/less skilled hence prone to make more mistakes.

I would believe Apple does the same (there's a sibling thread where UPS said they'd swing back by their house in 15m after missing a delivery of an Apple product--may be a coincidence, though).