"Bureaucracies exist to perpetuate themselves"
. As someone who values good customer service, and does not mind to pay a little more for it, this email correspondence makes me ill. Apparently a customer service rep at Dell sent an email to CEO Michael Dell in regards to a customer's attempt to get a replacement power supply.
The crazy part? The customer had been trying to get a replacement for a year! Just reading the replies makes my stomach turn at the number of layers of BS the customer service rep bypassed by going directly to Dell, and then watching the ripple effect as it came back around to the rep.
Are all large companies doomed to insurmountable bureaucracy?