So today I sent in an official e-mail to Samsung requesting that they repair my S23 Ultra phone considering the cause appears to be faulty hardware or firmware on their end. What got me thinking is their automated responses as one would expect nowadays to confirm they received your message. At the same time, I was doing some research in terms of the responses you could get after and it would be funny if I got a template response on how they can’t do anything and must charge me even though my situation is unique where I had actual video evidence of the phone dying during normal usage for the day.
Especially with companies using AI programs to handle customer complaints, this will look bad for the company if they don’t actually manually look at all the details in the case. For example, imagine them giving you a theoretically lecture on how the customer may have damaged it before reporting it where again in my case there is actual video evidence.
It’s times like this where you still need a dedicated human to actually handle complaints that your company is getting. I can imagine the PR being worst for the company otherwise.