Quote:
Originally Posted by mtkates
But, if they are saying that now, they must have updated information since a week ago they were telling me that the release date was not set but that it would be soon. Or, maybe they just make it up as they go along.
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Management may provide them with a certain amount of information and they may have information indicated in the system, but it doesn't always mean it's the most "accurate" or up to date. The information is only given on a need-to-know basis. When they say, "what's showing up in our system is September 2..." that's a "canned" response, if you will. They are doing the right thing (at their level) by only reporting what is showing, but that doesn't necessarily mean there haven't been changes from higher up in the chain (411 that is way above their heads).
That's why any information given out by a CSR, is not necessarily "b.s.," but they only report to the customer whatever information is given to them. Beyond that, unless they do their own personal digging/research, they don't know more than what is in front of their face (e.g. on the cpu, in the system, in a playbook, etc...).