Two years ago i was on vacation in FL-I was flying back on United Airlines. My flight back was cancelled and the representative told me to stay another night at a Universal Studios hotel. I didn’t believe their promise of reimbursement of the additional hotel night so i verified it was true with the call center agent’s supervisor. After i stayed the extra night and got home, i got an email (or a call i forget) from United saying they were not going to reimburse me. I told them to check the call log, to which they said “they were not authorized to promise that”
Me: “it doesn’t matter-they were your agents”
Anyhow-that was the worse example of customer interaction i have seen in quite some time…until i saw this complete continued product promotion while ignoring their target audience’s legimate customer concerns and consumer trust issues.