Decent customer service should be a minimum expectation, not a shocking luxury.
Lousy customer service is endemic. It’s one of the major bummers of modern life in an advanced society, and it shouldn’t have to be. When a company perpetually has “higher than expected call volumes”, they ought to adjust their expectations and hire some additional support agents.1 As for those firms that don’t provide the possibility of reaching a human being at all, well, they should be run out of business entirely. Far too many companies attempt to squeeze out a few more pennies in profit by avoiding spending on support. Sacrificing customer satisfaction at the altar of shareholder value is grotesque.
Frankly, even if you’re a shareholder reaping paper gains from these wretched experiences, what’s the point? It’s said that “money can’t buy happiness”, but that’s only true in the most literal of senses. There may not be a happiness store, but money sure does grease the skids when it comes to obtaining comfort and satisfaction. Yet even wealthy shareholders must surely be miserable when it comes time for them to resolve an issue with most corporations.2
Given my low opinion on service in the twenty-first century, I can’t claim to be shocked by the recent news that Hertz charged a customer $277 for failing to fill up the gas tank before he turned in his rental. There was just one problem.4 That customer, Joshua Lee, had rented a Tesla. That’s an electric car. Where was he supposed to put the gas, in the frunk?
And sure, you might be thinking “OK, but electric car or not, technically, he didn’t fuel up the vehicle”. Yet even if we follow your idiotic logic, Hertz is still in the wrong. Lee pre-purchased their no doubt overpriced “Skip the Pump and Save Time” option, which allows a customer to return their rental without needing to fuel it up.
The entire story is infuriating, and includes multiple customer service people who refused to right a very obvious wrong. In addition to understaffing, companies also fail to properly train and empower the few employees they do hire.
Aggravating as all of this is, it is true that the problem was eventually rectified.
Update May 9, 12:45 p.m. ET: After this story was published, Hertz informed The Drive that its Customer Care team would be “reaching out to Mr. Lee to apologize and will refund this erroneous charge.”
And all it took was getting an article published on a major automotive website. Yes, it appears this particular tale of woe got Hertz enough bad press that they were shamed into correcting one specific issue. Sadly, that‘s what passes for a happy ending with modern customer service.