You know, I got one of those customer care survey e-mails last night. I always fill them out; generally with praise, as usually people are doing their jobs quite well.
If they're doing their job properly, regardless of how it affects me, I give them a good review. I'm the kind of guy who gets stabbed in the back and thanks the offender for teaching me a lesson, and I know the difference between a person and a policy. If I have an issue with a company's representative, it's because they did not do their job; not because I didn't hear what I wanted to hear. This lady didn't do her job, and was a discredit to Volkswagen as a corporate entity.
After observing the care in which I reply to even the most inane webernet posts, I'm sure it's not difficult to imagine that I was quite thorough in my response to that survey. I don't know if anyone at VW actually reads those, but I was asked about the experience and I responded in clear (much more concise than usual because it's actually important) detail.
They got it right down to the fact that she told me several times that she's the only person within Volkswagen with whom I'm allowed to speak; jumping the gun by telling me that she "doesn't have a supervisor" regardless of the fact that I never asked to speak a supervisor. Dick move, lady; I just asked if there was someone else I could speak with because we were having a seemingly interminable misunderstanding that was turning into an argument. I like debate as much as the next guy, but conflict and argument doesn't get us anywhere. They got the fact that she threw the dealer under the bus, as well... They got everything. All of it.
We all know people like her. They're the sort that "doesn't like drama", and has one of those RBFs (learned that term recently and I've been waiting to use it) and a sassy attitude. Doesn't have a supervisor... WTF ?
Well, I suppose she's just a shadowy billionaire that owns a majority share in several shells that collectively control VW group who also moonlights as a customer care specialist.
"Is there anyone else there I can talk to*, because we are having a seemingly interminable misunderstanding, here, and I don't want to argue"
"I DON'T HAVE A SUPERVISOR, SIR"
Uhh... Okay? How many cats and/or horses do you have again? No, no. I didn't say that, but I sure as hell thought it. ?
*A deliberate Monty Python French insult reference; I'm always joking, even when I'm irritated. I don't think she caught it. I went to the trouble of replicating the inflection, too...