Customer Service

I got an email from "customer service" at a big company.

Thank you for your email. Member feedback is essential to our business and greatly appreciated. Your comments will allow us to build a better product in the future.

I had emailed them about something missing on their website. Their response was the auto responder message above. Somehow, I don't feel served. I noticed that they did not say they are going to fix the problem.

Small companies usually provide pretty good customer service. If I had emailed a small company, I would have probably gotten a personal email, or perhaps a phone call, and the problem would have been corrected the next day.

With the big company, I got an auto responder message, and so far (three days) there has been no action.

I notice that only large companies have "customer service" departments. Small companies usually provide excellent customer service without any "customer service" department at all. It seems like big companies have the idea that if they create a "customer service" department and connect an auto responder, it will make up for poor customer service. That makes customer service even worse, so they hire more people and a VP of Customer Relations, increase the budget for the "customer service" department, and make customer service even worse. Etc.