Hi all -
Hoping for some suggestions on how to handle an issue with a shop rejection.
I recently completed two online shops that required interacting with a help chat agent based on an assigned scenario. The scenario assigned included my budget, whether or not I’m a current customer, and what I currently own. The shop instructions contradicted one aspect of my assigned scenario; specifically, it said that I am to pose as a non-customer, while also instructing me to present as wanting an upgrade.
I followed my assigned scenario as a non-customer and my shops were rejected because I didn’t indicate I was looking to upgrade. In this particular industry, you would only contact a provider for an upgrade if you are a current customer.
My attempts to resolve this have been met with silence from the mystery shopping company, which is known for being unresponsive. I’ve been in this industry for a while now and I understand mistakes happen, but the lack of communication here is frustrating and baffling.
Any advice for handling this is greatly appreciated.