There are definitely lies in some of the interactions in the article itself. First saying that it is in the wrong place, then saying that "the baggage team will take care of it". Not to mention mistakes made and not admitted. Not to mention they told CNN the woman would get her money back for the travel, but not contacting her.
If you're talking about support in general, they don't say "I don't have the time/resources/ability to handle that". They instead flat out lie to you (how many times I got the "your cancellation was requested" only to be charged again), shift blame often back to customers, ask customers to re-do procedures because of their own mistakes, transfer to phones that often disconnect, or even refuse to perform support by some channels ("please fax this form for cancelling you account"). Not to mention transferring the call and then disconnecting you, very common with cable/telecom.
Often the individual person is not to blame, as they're following orders, but they're also not saying the real reason for the problems, so you can definitely say they're paid to lie.
All of this has a reason. It's rarely lack of time, though. Cancelling some subscription sometimes takes several unnecessary minutes, sometimes hours when you put together days. This time could have been used to do actual support.
If you're talking about support in general, they don't say "I don't have the time/resources/ability to handle that". They instead flat out lie to you (how many times I got the "your cancellation was requested" only to be charged again), shift blame often back to customers, ask customers to re-do procedures because of their own mistakes, transfer to phones that often disconnect, or even refuse to perform support by some channels ("please fax this form for cancelling you account"). Not to mention transferring the call and then disconnecting you, very common with cable/telecom.
Often the individual person is not to blame, as they're following orders, but they're also not saying the real reason for the problems, so you can definitely say they're paid to lie.
All of this has a reason. It's rarely lack of time, though. Cancelling some subscription sometimes takes several unnecessary minutes, sometimes hours when you put together days. This time could have been used to do actual support.