Originally Posted by
jvasiles
Let's assume, for the sake of argument, that I sent the Feedback form request to the "wrong" category. TK agent could still have handled the request in so many other ways including: 1) be proactive and actually SOLVE the issue; 2) forward the request to another department if he/she is unable to resolve the issue; 3) reply by suggesting to submit another Feedback form request to the "correct" category; 4) follow up with the customer to ask for clarification if he/she didn't understand the issue, ....etc. Instead, the TK agent chose to send a non-sensical reply and close the file. This is yet another example that highlights the type of customer service that is provided by TK.
All is true but you shouldn’t forget that the OP is also a factor in this equation. What if the OP didn’t articulate the issue as best as possible and hence the agent didn’t clearly understand the problem at hand? It is clear that the agent didn’t understand what the OP is requesting. It’s probably 99% that it’s an incapable agent and 1% due to other factors but these factors still exist. Nevertheless, even if the OP has sent the form to the right department, at least, a three times HUCA (the feedback form variant) is in due in the case that the issue is not resolved.