Kindness and Inconsistency

Recently, I purchased multiple computers from a well-known computer company, directly through their website. Nothing about the experience has been consistent.

Each time I call, a different person answers.

Each time I ask the same question, I get a different answer.

Some customer service reps make exceptions to make things easier; some do not.

Even common phrases like, your order is processing, have different meanings than every other vendor I’ve worked with.

Every person I spoke with during this process has been pleasant, even kind. But the overall experience has been frustrating, annoying and disappointing. Kindness means a lot, but inconsistency can undermine it.