Member-only story
To Fight or To Not Fight
Dealing with an Internet Conglomerate
Customer service with big corporations is hit or miss. Some corporations do this well; some not.
With internet conglomerates, we find ourselves trying to resolve our problems with software, not people. Sometimes the software works; sometimes not.
I’ve recently had a frustrating encounter with an internet conglomerate. It was time to renew my anti-virus software license. Usually this is a non-event: I have been dealing with the same company for 25 years. My subscription is on auto-renew. Pay the credit card bill. Sometimes download some new software.
But this year became a frustrating experience. I wrote a memo to this company, hoping that it would fix things — and maybe change its business practices.
Because I have some affinity for this company, I have changed the original email so as not to reveal the identity of the company. I have given the company and its relevant products these names:
Yold: the parent company
Yole: the big software package from Yold that I have been buying for many years.
Yolf: the big software package from Yold that I mistakenly purchased.
