Guys I work for EZY. I take pride in our customer service at the sharp end as CC. My company puts a lot of emphasis on this to us in training
I cringe with
when I see this sort of thing happening and just want to hand a shovel to our so called "Customer Services Champions".
They would be the ones who send out emails saying "due to the high volumes etc......."
Customer Services should be the most inactive dept in any organisation IMHO if they are getting it right. Our's apparently are inundated with claims/complaints......
A word to the wise. EZY do "brinkmanship" extremly well. Check your claims against the T&C's......the document not many actually read.
If you still feel you have a valid claim and are being jerked around by Customer Services then email the CEO direct.