Perhaps such information seeking could be in the KPI or SOP when there is an issue? If not why not? It comes back to the company’s customer facing agents, processes and procedures and the customer’s experience regardless of all of that. eg Origins agent might not have misrepresented/claimed there was a real reading when it appears there was not, and been honest about that and might have had sufficient (not necessarily much) insight to query the situation?
Origin’s agent did not, it went ‘south’, they lost a customer, and the rest might be educational for a next time, if there is one, or for others who read this topic.
