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|| SportsShooter.com: Member Message Board
Talking with a companies customer service
David Seelig, Photographer
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Hailey | ID | USA | Posted: 1:18 PM on 07.16.11 |
| ->> So I bought something that went wrong just days out of warranty. The customer service person talked with her supervisor and said we cannot help you. I talk to the supervisor and get a decent deal. this happens a lot why do we have to take more time just to get the answer we need. |
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Chuck Liddy, Photographer
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Durham | NC | USA | Posted: 2:52 PM on 07.16.11 |
| ->> It's no different then dealing with health insurance companies. They figure the percentage of people who will take "NO" for an answer without questioning or complaining is pretty high. Fact of the matter? it is. Watch Michael Moore's film "Sicko", there's a whole section of the film showing how many MILLIONS of dollars health insurance companies make by denying claims they SHOULD be paying for. People tend not to want to argue and go away. Same thing with most other businesses now. They've all adapted the "deny deny deny" policy because most people won't challenge them. Welcome to America 2011. |
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Chuck Steenburgh, Photographer
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Lexington | VA | USA | Posted: 10:29 AM on 07.17.11 |
| ->> Squeaky wheel gets the grease. A concept that's a lot older than 2011. |
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Michael Fischer, Photographer
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Spencer | Ia | USA | Posted: 12:05 PM on 07.17.11 |
->> David,
As someone who deals with this type of situation on a regular basis in my other business, allow me to offer some suggestions:
1) More honey, less flies:
Both Chucks are correct, but HOW you approach a customer service person will have a lot to do with how far you get. Be nice, be firm, but above all, don't lose it. Think of it this way: The person on the other end of the phone is the one person who can help you. Don't piss them off. It's like the gate agent at the airport when your flight gets canceled. They can make it easy... or hard. It all depends on how you handle the situation.
2) Create a time line:
While the product failed just days out of warranty, if you think back, did it start to fail while IN warranty? If so, then there is still a valid warranty on that specific problem. Write down a time line. I purchased the product on date. Recently, it began to act oddly, and in retrospect, I now realize it was failing. I first noticed the problem - give them a time line that illustrates that the problem began while under warranty. Anything you can do that can bolster your case is good.
3) Don't be Shy
If the representative can't seem to help, ask to speak to a supervisor. Many times, it takes someone with a higher authority to make things happen. Be calm, build your case, and look like a good guy. "I'm not looking for the warranty to be extended, I just want the problem that began during the warranty to be handled. Does that make sense?" If that supervisor can't help, take it up to the next level. Keep going until you get to the Vice President or President.
4) Get Help
If you bought the product from a local retailer with a real sales force, ask them to assist. They have a vested interest and many times can help steer you through the field of landmines. If you didn't buy it from someone who has a sales team, consider this type of situation that factors in a cost that most people don't take into account until it's too late.Keep in mind that customer service is a cost in a business; if need be, go back through the manufacturer's sales department and tell them what's happened and how much you had enjoyed the product UP TO THIS POINT. Ask if they can help you. They are a different department and are much more prone to be pro customer.
5) Avoid the wicked witch
I've seen situations where the product failed under warranty and the company was willing to help but the customer was SO abusive the company would no longer help him. I did the heavy lifting to fix the problem. Avoid threats unless you have no options left. "I'll get my lawyer" is a threat the almost always ends the discussion with customer service. Most customer service departments ( and certainly claims adjusters for insurance companies) will discontinue discussions if you say that and turn it over to their legal departments. Your chances drop to almost 0% unless you want their lawyer and your lawyer to become best buddies. As for suing them, you can, but let me tell you a quick story. I met someone on a travel forum who is the head of Customer Service for a major consumer electronics firm. He told me once he considered wall papering his office with all of the letters from lawyers who made threats of legal action against his employer. He told me he decided ultimately not to do it, but only because he thought people would take it the wrong way. (Translation: The warranty terms are provided when you buy the product - and the deck is stacked in the manufacturer's favor. Suing them to provide an exception to the rules is almost always a lose for the consumer if the customer makes threats or is abusive). You need to sweet talk the exception because they are under no legal obligation to do it.
6) Be the good guy
You push the discussion forward by appearing calm and reasonable. " I have enjoyed the product and I just want to make this a win-win" or words to that effect.
As I said, stay in control. If you lose control, they win. Ultimately, if the product did fail out of warranty, they are under no obligation to do ANYTHING. By being the good guy and building a case you at least have a fighting chance.
A BIG problem for customer service people is that many consumers have a unrealistic sense of entitlement that is exhibited most often as exceptionally rude behavior and customer service reps see this on a daily basis. You have no idea how often this happens and it's usually a deal killer. (In my other business, I break the rule to listen and listen and use reflective questioning. Instead, after a while, I'll simply tell them that I'm not a whipping boy and if they don't lose the attitude, I can't help them. My point is not to be a obnoxious consumer - you automatically gain an advantage).
When that customer says "I'll never do business with you again" I can tell you that the unspoken response is something like "With your attitude, we can't afford to business with you". If the product began to fail under warranty, you have a case - if it didn't, you're asking for an exception and you need to be nice.
Let me know how it goes.
Good luck!
Michael |
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Michael Fischer, Photographer
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Spencer | Ia | USA | Posted: 12:06 PM on 07.17.11 |
| ->> Opps... just reread the original post. Glad you got it handled. |
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Doug Pizac, Photographer
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Sandy | UT | USA | Posted: 12:07 PM on 07.17.11 |
->> Similarly, it is standard practice when asking for social security and medicaid benefits that the initial answer is no from the government. Why? This weeds out those fishing for free money. But those that are legitimate will continue to pursue which thereby gives more credence to their claims.
Another way to think of it is "no" doesn't cost the company any money.
And you do the same thing. Is your initial reaction to people wanting to use your photos for free "YES -- you can have all you want for what ever reason in whichever format for perpetuity at no charge" or do you say no and negotiate? |
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Chuck Steenburgh, Photographer
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Lexington | VA | USA | Posted: 2:02 PM on 07.17.11 |
->> I think there's a big difference in a default answer of "no" when the question is "Can I have something for free?" and when the question is "Can I have what I paid for?"
What Chuck is saying is certainly true; although I would not take Michael Moore's word for it (or anything else for that matter). |
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Brian Tietz, Photographer
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Fort Myers | FL | USA | Posted: 2:12 PM on 07.17.11 |
| ->> David I'm trying to understand your complaint. Your product was out of warranty, and the company went ahead and took care of you even though they didn't have to. Sounds like you should be praising them instead. |
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Jeff Stanton, Photographer
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Princeton | IN | USA | Posted: 2:26 PM on 07.17.11 |
->> I would say you're very fortunate. If the warranty had expired, they were not bound to do anything. My car was nearly at the 36,000 mark, maybe like 35,920 and had a suspension issue. I spoke with the Nissan service manager and he plainly said, if it hits 36,001, "there's nothing I can do for you."
Be happy, my friend. |
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