Appliance Firms Struggle With Black Consumer Claims and Call Center Abuse

Companies that sell home appliances are struggling to respond to excessive compensation demands and malicious complaints from some black consumers. Reported cases include a customer demanding compensation after claiming diarrhea from eating ice made by a water purifier, and another taking issue with a counselor’s brief reply of “yes.” There was also a case in which compensation was requested for a product used for more than 17 years. The industry sees such complaints as adding pressure on call center staff. A cited figure showed that 6 out of 10 call center counselors had experienced verbal abuse. Companies are trying to find responses that protect regular consumers while also protecting counselors. Source: mk.co.kr