Another example of corporate not having a clue what customer support is like, and thinking representatives on the phone have any control over customers' calling habits.
I know of customers who will call tech support for any little thing that goes wrong on their computer, and regardless of whether it's even supportable or you are responsible for it... yet somehow it's all your fault they don't have a clue and don't know who to call or when to call.
Actually, I understand their reasoning for it: The whole idea of educating the customer and giving them self-help options to try and FORESTALL that sort of behavior.
Because each call in costs money, and each call in the customer gets more and more upset, justified or not, and is more likely to churn (Move to the other guys). And if it's just ignorance that causes it, well, taking a few extra minutes to at least give the customer the IDEA that they might be able to solve it on their own is worthwhile.
Besides, we traded Call Time stats for this, and ANYTHING that replaces call time limits is automatically good.
But there is a difference between IGNORANCE, and CLUELESSNESS.
Unless they actually believe, in all honesty, that I can wave my hand from afar and heal their modems of their leprosy. In which case, I wanna know, where is the holiday in my honor and flattering stained glass portraits?