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Irritating Sales Reps
I'm thinking of buying a new car (that's right, three months later and I still haven't done it…) so I'm also thinking about auto insurance.
I'm looking at insurance incentives. I discovered a neat one for GEICO and sent them an e-mail asking for more information:
I promptly received the following response:
Wow, I'm confused already! What's this talk of being a "member" all about? Is that newspeak for "shareholder", or does it mean "customer", or does GEICO run a lizard porn site on the side? (Follow link at your own risk.)
And the telephone number is wrong — that's the number for auto insurance claims service. Obviously the wrong people to talk to for a question like this.
So, I wrote back, trying to be nice about their clear failure to read and/or understand my question:
<sigh> …it shouldn't be this hard. It's almost as if they don't want me as a customer. And then I remember that poor customer service is easily explained by the principal-agent problem.
See, it is good to study economics. :)