It seems obvious to me as well, but there were a lot of comments sharing times when customers did just that. People can be extremely sheltered and/or out of touch, without any actual ill will.
Was once a tech support guy for one of the original, hyphenated, cell phone brands.
I would constantly get shit for actually resolving issues and 100% ratings but being over the handle times - instead of "punting".
Eventually, I argued them down from a 12 minute handle time on phones to putting me on chat/email where I thoroughly went off script. Often.
Until a problem was fixed, or I sent them a new phone, and headphones, and a speaker, maybe a charger or 2, and some stickers just for fun.
Then, one day I'm advising the VP of north America, the global web guys, the manufacturing design team and then i quit.
Sorry for the w310. I told them the cable was going to break.
Sometimes, people think they're helping. They had a good experience so they say, "They even went so far as to do x" thinking management gives a shit and will think, "Oh my God what a great employee! We must promote them at once!"
People who have never worked in the service industry, or haven't for a few decades, genuinely seem to think that customer service is a real thing that companies care about, rather than something they will pay lip service to as long as it extracts more revenue.
