circuscritic comments on Air Canada must honor refund policy invented by airline’s chatbot

[–] circuscritic@lemmy.ca 44 points 2 years ago (4 children)

This guy was only saved because he saved the screenshots.

This may seem like overkill, but whenever I'm dealing with customer service for a significant financial concern, I always take detailed notes: time, date, name, what was discussed, and screenshots when relevant.

Just a few years ago a large appliance company tried to dick me around on a faulty product that was several thousand dollars.

It took weeks of back and forth, but when I was able to make contact with a layer of management just outside and above their customer service channel with my very long and detailed log of their bullshit, they authorized a check the next day.

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[–] TheEntity@kbin.social 12 points 2 years ago (3 children)

Are screenshots even still considered evidence? They should be absolutely trivial to manipulate.

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[–] otter@lemmy.ca 25 points 2 years ago

It wouldn't be direct evidence, but it might put it on the company to provide their logs. If they didn't retain them, then that could affect the ruling

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[–] specialdealer@lemm.ee 13 points 2 years ago

If you’re willing to commit outright fraud, lots of crime is easy. But also the penalty for ever being discovered can be severe.

They also didn’t deny it happened. They would check logs before paying out.

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[–] mozz@mbin.grits.dev 4 points 2 years ago*

Yes, but submitting a manipulated screenshot in court is a whole different type of fraud and can carry whole different types of penalties than just claiming X happened when it was Y, so very reasonably puts the onus back on the company to look through their logs and try to prove what's in your screenshots didn't happen that way.

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