Hertz and Delta provide new case studies of meaningless customer service

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Hertz must be receiving complaints about their current COVID-influenced price gouging.  How can you tell?

Like other low-service organizations, they've started sending emails about how great their customer service is.  A new website (meaningless),  A new customer service protocol (so you can spend more time on hold waiting for an automated attendant). And other stuff I already forgot and don't care about.

Instead, here's what I care about:  the weekend per day rental on a Ford Focus is $330.  That's half the price of the car!  

So, I have a message for Laura Smith, Executive Vice President, Global Sales, Marketing & Customer Service.  Could you try a little harder? Please, stop insulting your Gold customers with the idea that you're investing in human contact.  Even the email telling us how great you are ends with "don't respond to this email.  We don't monitor this inbox."

Hertz Hertz Hertz.  Aren't you embarrassed?  Probably not...and anyway, you have that cool wedding you're going to!

One comforting thought for all businesses who are using COVID as an excuse to gouge. Here's an auto-message I got after dialing 1-800-221-1212, Delta's main customer service number for the unwashed masses.  "Due to heavy call volume, waits are longer than usual. The first available agent will answer your call in approximately 6 hours and 17 minutes."  Cut to hold music.

This isn't poor management during COVID.  This is laying off your employees to protect quarterly returns and now, surprise, they don't want to work for you again because you're an untrustworthy company.  To paraphrase those employees who won't return now: "Hertz and Delta suck."

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