Re:Apple broke up with me
by ctpide on Sunday December 05, 2021 @01:07AM
(#29447161)
Commonly the 1 unhappy customer might tell his story to ten of their friends or thousands+ of readers online. Fixing customer problems (especially drastic ones) carries large incentives, because those single stories will actually be observed, while the 1000 happy customers won‘t be mentioned.
[ Parent
| on HN ]
The company will only fix problems for customers with sufficient social reach in that case.
Case in point:
20 years ago DHL told me the credit cards I was waiting for in Santa Cruz, California were suddenly in transit to South Korea.
As a one off it was a funny story. 10 years later they told me the computer that was sitting in a depot in London was on a ship back to the US.
I'll keep telling those stories until everyone involved had long since retired.