Am I the only one that has a feeling that I am writing to a robot when emailing the Hilton Diamond desk?
This is how it typically goes.
Me: send an email with whatever (for example edit incorrectly posted points)
HH: copy-pasted FAQ answer that is COMPLETELY irrelevant to whatever I am asking. Actually it seems that they only read the first sentence of my email and then copy an answer from FAQ database. (for example FAQ on how many points you earn).
Me: send a kind email basically repeating and rephrasing my question
HH: follow up copy-pasted answer which STILL does not make sense and basically accusing me of not understanding something (for example, "your points have posted correctly")
Me: sending an email where I explicitly write that this is 3rd email about the same issue and that I am disappointed that they don't read my emails. And I AGAIN explain the issue
HH: FINALLY gives an answer that makes sense and fix whatever the issue is (for example edit the posted points).
They answer pretty fast (usually within 15-30 minutes), but I am suspecting them to try to brush off people with automated copy-pasted answers making them feel stupid. And only if you write again and again, they take you seriously.
Come on Hilton. These are your top customers.
This is how it typically goes.
Me: send an email with whatever (for example edit incorrectly posted points)
HH: copy-pasted FAQ answer that is COMPLETELY irrelevant to whatever I am asking. Actually it seems that they only read the first sentence of my email and then copy an answer from FAQ database. (for example FAQ on how many points you earn).
Me: send a kind email basically repeating and rephrasing my question
HH: follow up copy-pasted answer which STILL does not make sense and basically accusing me of not understanding something (for example, "your points have posted correctly")
Me: sending an email where I explicitly write that this is 3rd email about the same issue and that I am disappointed that they don't read my emails. And I AGAIN explain the issue
HH: FINALLY gives an answer that makes sense and fix whatever the issue is (for example edit the posted points).
They answer pretty fast (usually within 15-30 minutes), but I am suspecting them to try to brush off people with automated copy-pasted answers making them feel stupid. And only if you write again and again, they take you seriously.
Come on Hilton. These are your top customers.