It sounds like you did get a supervisor then. While I don’t work for or represent Wyze, I would be pretty fairly surprised if they had a manager who regularly takes supervisor calls for supervisors. instead of trusting the supervisor’s decision, or there would be no reason to have the supervisor job exist.
And I say this as someone with experience in the field…I worked in customer service for multiple Fortune 500 companies for several years including as a supervisor/trainer, while I was going through college. I am not totally sure what is meant by the difference between getting a “real sales manager” vs a supervisor related to customer support/phone-sales.
Most major companies that I have experience working for will have regular representatives and then there will be an escalation supervisor. Sometimes this is implemented in different ways. Some will have a general “Supervisor” pool where all escalated calls go to the escalation line and just wait in a cue for the next “supervisor” to open up. Others will have a specific “team” of reps dedicated to a particular supervisor/manager for that team and that manager takes every call from only their reps. Either way, the hold time can sometimes be long. 99% of the time, before a call is transferred to a supervisor, the supervisor who is going to get the call will talk to the rep about what’s going on has already told the rep to tell the customer the same answer they plan to tell the customer. Then when it gets transferred to them, they usually give the same answer (maybe in a different way), and thus waiting on hold for a supervisor is often a complete waste of time (for most companies) because if the supervisor could do anything different, they usually would’ve just told the rep to do it while you were on hold and they’d approve it.
Now, there are sometimes exceptions. Sometimes, there are “courtesy credit” options, and these are often “please go away and stop tying up our phone lines and costing us money” bribes. Basically, some companies will give a limit of discretionary credits that can be applied in various circumstances. Generally the company considers these credits as contrary to policy and undeserved credits, but allows them because people who just tie up the phone lines forever are costing them money. someone who spends an hour tying up a phone line is costing them both with utilities/infrastructure and a rep’s hourly wage to deal with it. Sometimes it is cheaper for a company in the long run to pay someone to just go away and be someone else’s problem. Maybe not on an individual level, but in the long term. If a customer becomes too high maintenance, then a company will just ban the customer entirely.
Few major companies will have an escalation process above the initial supervisor, because there is rarely a need. A supervisor has access to anything that needs to be done, including getting permission from anyone necessary for a random exception (for example, in one company I worked for, a supervisor didn’t have permission to give credits greater than $500 on their own discretion, but they did have a way to submit permission to a director who could approve it with their login). Anyone else besides a “supervisor” will just tell the customer the same thing 99.99% of the time anyway, especially for something that is against the policies. In my experience, if a supervisor can’t/won’t do something, it’s basically not going to happen. It does not make sense to have so many supervisor tiers instead of just 1. The main point of a supervisor call should be for someone with lots of experience to review the situation and make sure policy is followed and that it didn’t just happen to be a rep without experience or knowledge making a mistake. Once that is confirmed, there is no reason for them to higher ladder rings to escalate to. It would be inefficient.
Again, while I don’t work for or represent Wyze, I would be pretty fairly surprised if they had a manager who regularly takes supervisor calls for supervisors without firing all the supervisors and just having managers become the new supervisors without managers.
If I misunderstand though, I am open to understanding what is meant instead.
I totally understand and support this decision you make for yourself. Just keep in mind that Wyze makes no price-matching guarantees anywhere. It’s not a part of their policies. And when TikTok throws money at people with their ad-revenue, you can blame TikTok for it, rather than Wyze.
What kind of manager are you looking for beyond the customer support supervisors?
If I could pass on feedback to another Wyze employee in the back channels, what would you like them to hear from you? I can’t promise it will change the outcome…there is almost no way that Wyze can afford to price match every special targetted discount of throwing money at people that TikTok is doing with their ad revenue subsidy, but other than the outcome, if you have some feedback or advice on how or why customer service could or should be different in general, I can probably pass on some feedback for you (again this would not be opening a support ticket that that would change your outcome against the policy against price-matching TikTok, nor likely get you a direct response other than what you already got from the supervisor).
