Agreed. At a minimum you should have a rep stay in contact and at least keep the guy up to date on what's going on. People will give you a break as long as they don't feel like someone dropped the ball.
90% of excellent customer service is simple communication. Even if it takes a week, if I get a call every two days letting me know what's going on and where they are with the credit or charge back, it shows the company cares and I'm not so quick with the chargeback call to my CC company.
It's 2013, companies shouldn't have a hard time communicating. With so many direct and indirect channels to get a hold of people, this should be easy.
90% of excellent customer service is simple communication. Even if it takes a week, if I get a call every two days letting me know what's going on and where they are with the credit or charge back, it shows the company cares and I'm not so quick with the chargeback call to my CC company.
It's 2013, companies shouldn't have a hard time communicating. With so many direct and indirect channels to get a hold of people, this should be easy.