Rules for dealing with customer service departments that will help you get a satisfactory resolution.
Keep receipts as long as the warranty is in effect.
Keep ALL warranty papers.
Retain receipts for items without warranties, for the length of their average life span.
If you find it necessary to contact customer service, keep a detailed log of numbers dialed, and people talked to, promises made, etc.
If you know what you want, ask for it. You would be surprised at how many people call a customer service department with a complaint, but have no clear idea of how they would like it resolved. Being reasonable will increase your chance of a satisfactory resolution.
Do not hesitate to talk to someone a little higher up on the pay scale. Ask to speak to a manager or department head. They often have discretionary privileges available to them in dealing with customers that a typical customer service agent would not.
If the company is one you have been a customer of for some time, remind them. Companies do not like to lose long term customers. The same goes for brand new customers. If you just switched telephone companies, for example, they may think twice if you clearly state that switching back is always a possibility. However, at the same time, try not to be unreasonable in your requests.
If you must telephone customer service, never assume that the issue will be resolved in one telephone call, and be prepared to be transferred to different departments. Always request an extension number and name to call back, if by chance you were to become disconnected during a transfer. Not having to start your call over at the beginning with a new representative will be worth the time spent, gathering this information.
Keep in mind that just because you made contact in one manner, such as the telephone, you still can approach the department in person, if this is an option, or through regular mail or email. The more people that know your issues, the better chance you have of getting them resolved.
If the item in question has issues that could be altered through time, such as a perishable food item, photograph or videotape it.
Be polite. Be polite. Be polite. This can't be repeated enough! Customer service agents are people, and people respond to politeness much more agreeably than they would to screaming or ranting. In addition, customer service representatives are often given special training on how to deal with rude and demanding customers, but will find themselves at a loss when the customer stays calm and level headed.
What do you do if you have done everything possible, but still have not received a satisfactory response? You have several options available, including contacting the Better Business Bureau, or continuing up the ladder of hierarchy. If the company you have an issue with is one of a chain, contact the customer service department at corporate level. Be polite, but persistent, know what your goal is, and chances are you will come to a satisfactory resolution.
