When Don Horger’s wife passed away, he asked Delta Air Lines to transfer her SkyMiles to him. Delta agreed, but only if Horger would pay the transfer fee. Horger didn’t think that he should be charged the fee.
When Doreen Shoba tried to use her Groupon, she found that the merchant wouldn’t honor it. And her attempts to self-advocate her case have failed. Now Shoba wants us to advocate for her — but with the wrong party.
In a do-it-yourself world, when shouldn’t you do it yourself? That’s sometimes hard to know with a consumer problem.
Robin Stanley’s letter to us was one of the most gratifying we’ve received.
Conflicts between companies and their customers are common, and consumers often act as their own advocates. We regularly advise consumers to start with a politely worded letter to the company, succinctly describing the problem and asking for a specific, reasonable resolution.
Is there a magic word or phrase you can deploy for a lighting-fast, foolproof, 100 percent certain resolution? I’m asked that question often.
The answer is yes: please.
Peter Roithmayr bought his wife a new phone for her birthday. It was an excellent gift, but apparently not good enough, at least according to her wireless carrier.
Do you suffer from verbosity? Unfortunately, this long-winded style of communication can be disastrous to advocacy efforts. As consumer advocates we know that there is a well-tested formula to a successful mediation between a consumer and a company — and it all begins with a well-worded letter of complaint.
Our advocates were set to assist Lynn Clark with a claim against United – until they read her paper trail.
But this is not the second verse of the same song. Clark had already successfully self-advocated her case and didn’t realize it.
It sounds like Sandra Mather has a reasonable case against British Airways. If only she would pursue it.
Self-empowerment is one of the cornerstones of our mission. We pursue the cause of consumer advocacy not only through direct outreach to companies to resolve customer service issues, but also through our forums.
It’s inspiring when readers share with us how our advice and contact information helped them out of a jam.
If you’re a regular reader of this site, then Peter Mescher’s name will probably sound familiar to you. He’s one of our regular commenters — and today, he’s also one of our advocacy heroes.