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Comment by cs02rm0 | Hacker News Reader

When customer support resorts to justification by analogy it's not gone well.

The better analogy for this scenario is "it's like when you make eye contact with the squeegee guy at the corner so he starts cleaning your windows with a dirty mop despite your shrill screaming & then demands you pay him or else you don't wanna know or else"

A terrible analogy too! If it's their policy to not refund software purchases they should have a standard response to these requests.

It is ironic, as usually car analogies are used by default, to explain away any manner of things on the internet. The CS picked the wrong strategy of doubling down and being snarky to the black swan/blue checkmark guy, who knows a thing or two about how the most intolerant wins.

I was shocked by the middle school level English grammar coming from the company’s official customer support. Who knew you could get so much wrong in seven sentences! Bad image for a luxury product.

I would imagine that email support is outsourced abroad. Less likelihood of customers getting irate over accent/communication issues, and easier to respond to customers at all times of the day.

The analogy doesn't even work. If you buy a house, you own it outright. If you don't like the house, you can sell it.

Can you can sell a piece of software that doesn't belong to you and can't be unbundled from the car?

you can sell the car.

You can't really sell the extension to the house without selling the house unless well you live in SF and you turn it into a 5 bedroom apartment.

Yes, and that would have worked had the CSR been dealing with a car return issue that was past the refund eligibility date. But they're talking about a piece of software that isn't critical to the car's functionality and can be refunded.

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