"They should be scrambling to set things right (and apologise profusely)."
You obviously haven't spent enough time in US. :-) Customer support is an euphemism. When big company screws you, they hire some little people to be abused by irate customers for peanuts, while the people responsible for screwing you in the first place go take their vacations in Maui.
Of course, in this case the person who screwed Ros wasn't a big bad executive. But since "customer support" is trained in only one mode of operation - "deny-and-give-the-run-around" - they could hardly be expected to adapt and give a more personal response.
no subject
You obviously haven't spent enough time in US. :-) Customer support is an euphemism. When big company screws you, they hire some little people to be abused by irate customers for peanuts, while the people responsible for screwing you in the first place go take their vacations in Maui.
Of course, in this case the person who screwed Ros wasn't a big bad executive. But since "customer support" is trained in only one mode of operation - "deny-and-give-the-run-around" - they could hardly be expected to adapt and give a more personal response.