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We have an effective monopoly. If we had multiple companies with access to sell them I strongly suspect that resolving these issues would be a higher priority.
Marketing consists of setting expectations, the higher the better for sales. Customer service consists of meeting expectations. These two groups work at cross purposes, with marketing making promises that are unrealistic. In a perfect world Upper management sets directives that keep marketing in check only promising what the company can actually deliver. Without the negative feedback loop of customers going elsewhere, there's less incentive to reign in undeliverable promises.
Customer service is a high burnout, high turnover segment. The people you lose first are the people who feel personally accountable to the customer...
As a customer the only reasonable attitude to take when government approval is involved is to complete your portion of the paperwork, and then when the approval is complete, it's complete and a nice surprise. Anything else will kill you from stress.
Marketing consists of setting expectations, the higher the better for sales. Customer service consists of meeting expectations. These two groups work at cross purposes, with marketing making promises that are unrealistic. In a perfect world Upper management sets directives that keep marketing in check only promising what the company can actually deliver. Without the negative feedback loop of customers going elsewhere, there's less incentive to reign in undeliverable promises.
Customer service is a high burnout, high turnover segment. The people you lose first are the people who feel personally accountable to the customer...
As a customer the only reasonable attitude to take when government approval is involved is to complete your portion of the paperwork, and then when the approval is complete, it's complete and a nice surprise. Anything else will kill you from stress.