Efforts to understand, improve, or do less harm to the world around me.


Friday, December 16, 2011

Bad support experience

So a few weeks ago I was really loving the great Rhapsody service which allows you to listen to entire songs before you buy (awesome!) when I had an issue: I pressed pause and got up.  When I sat back down and pressed play I was hit with white noise at FULL VOLUME.  It was deafening.  Whoa.

I thought this was scary enough that I should send something about it to support.  My response was one of those generic ones followed by another message 3 days later:

While we typically respond in less than a day, its taken us much longer to get to your issue.

Due to this delay, we believe you may have already contacted Rhapsody support again by either phone or chat and had your issue resolved.

If you did not reach out again to Rhapsody support and still need help, please reply to this email and we'll make sure you get the help you need.

My response:


This reminds me of a "wait for it and maybe they'll go away" method of issue resolution.

Waiter: Hey I know you didn't like your food.  Did someone else come out and bring you different food yet?

Airline: Hey I know we didn't take you to your destination.  Did you already get a flight somewhere else or would you like us to take you where you initially wanted to go?

My cat: Hey I know I peed on your stuff.  Did you want me to keep doing that or did you put litter all over the house yet?

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