a long way to go to build a quality customer support service

I purchased an item (glass bottle) online which arrived broken due to grossly inadequate packaging.

I submitted a Return Request which was rejected.

When I followed up with Makro support regarding the (not provided) reason for the rejection, I was told that it was an "Automatic Rejection" and that I should submit the rejection request again.

Unbelievable. You cannot build a customer base on automatic rejections.

PS: In trying to get hold of Makro Support, * I spent 20 minutes waiting for somebody to pick up a call to the number provided for support (operational, not manned) * the weblink provided for support in the email not operational ("web page not found"). * when I eventually did get hold of a body at support, the person terminated the call after I explained the problem * fortunately, the second person, provided the quality of support I would have expected to receive, in the first instance, from Makro (which was to "resubmit the return request because it was an automatic rejection" - sounds like a story, but let's go with it - at least somebody is speaking to me).

Clearly a long way to go to build a quality customer support service.