this post was submitted on 28 Feb 2024
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CEO said that forgiving bills for this kind of a thing is a standard practice, but how come this was the customer support's first reaction:
If the customer support has authority to give 20%/5% discounts, this seems to me like the standard practice, and the CEO is probably just doing damage control because this became public.
In this case, customer service is giving roughly 80% / 95% discounts. Which I think bolsters your point even further.
When I worked in customer service I think the largest i was ever able to issue was a 10% discount. Even with managerial approval I don't think I ever saw anyone get more than a 25% discount, and that was for legitimate complaints, not the Karen style made up whining.