INFOWORLD GRIPE LINE BY ED FOSTER Bookmark this page

  
Replying To:
You Betcha (none / 0) (#4)
by Anonymous User on Tue Jan 17, 2006 at 11:25:00 AM PDT

When I have a problem with ANY item or service, I go right to the top! Customer service departments are good at getting you off of the phone. They will give you the minimum possible to make you happy again or just apologize that there is nothing they can do. My experience that writing to the CEO sending the letter overnight mail. There's nothing like a big letter showing up to get attention. I would say I have gotten over 80% satisfaction doing this. In the few cases that I have received no satisfaction from this process, I refuse to spend money for this brand ever again. I recently had occassion to to contact the CEO of a well known Japanese car maker after my car had a seat motor fail twice in less than three years. I felt that this was obviously a defective, or underdesigned component. Calling customer service got me nowhere, I wrote a letter to the CEO, and his office called me and also declined any financial assistance due to the fact that the car was out of warranty due to mileage. Needless to say, when we were replacing my wifes vehicle 3 weeks later, we did not even consider that brand. a $30,000 lost sale for that brand, and I told them that on the phone. But they did save that couple of hundred dollars on a warranty repair....


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