There’s a worrying trend that continues to become apparent in various organisations – the touch points involving customers are deprioritised in terms of cost, training and focus.
This was the case when I represented my family when taking issue with many issues caused by VA’s gross incompetence.
There were many discussions, however they were all completely unproductive:
- My computer says that the correct outcome is X, and I’m incapable of reading and/or understanding the analysis of the Terms and Conditions VA has published and made public.
- Our application of the published terms and conditions is incorrect, but that’s what our management says should be done so no other discussion will be entertained.
After being poorly amused by the idiocy on display, a missive was sent in the general direction of VA and their CEO’s inbox:
The level of ineptitude and disempowerment of the staff your company has decided to deploy in response to the issue I have raised has given me cause to take this matter outside of your resolution process.
American Express will be instructed to issue a chargeback for all tickets issued by VA and VA’s partners given the refusal of VA to adhere to the stated Terms and Conditions.
I was expecting this missive to result in dismissive behaviour, but I was thankfully incorrect. Less than 12 hours after this foretelling was communicated, a mildly competent person from VA did contact me (very insistently in fact) and afforded my family the full allocation of points stated in the program terms as well as a compensation in points to address the refusal to understand and address the issue initially.
The old man wins.