Martha Mauser did all it by herself. She had a case — a good case — and she advocated it on her own.
Read more ““We got there by following your advice to just keep trying, be polite and firm””
Tag: COMPLAINT
I know what you did last October (hint: begins with a “C”)
If you had a gripe about a product or service last month, you’re in good company.
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Got a complaint? Never say these 5 words
Orna Lenchner did it. Read more “Got a complaint? Never say these 5 words”
The biggest complaint mistake you’ll ever make
It comes to us by way of Tracey Phillips. She had a problem with a hotel’s change policy. Specifically, every time she changed the date of her stay, the hotel insisted on charging her a fee, which is an increasingly common problem.
Instead of the grassroots approach to problem-solving, which I always recommend — in other words, starting with a real-time resolution at the lowest level, and working your way up — Tracey went straight to the top. She wrote an impassioned letter to the CEO, asking for a one-time exception to the hotel’s rules.
And, no surprise, she hasn’t received a response yet.
Read more “The biggest complaint mistake you’ll ever make”
Should I shame, sue – or take it straight to the top?
Watch the emails come in — and learn.
“Need help getting a refund on a non-refundable airline ticket,” the subject line reads on a message I received a few minutes ago.
I get a lot of travel complaints.
“Yesterday, I went to ER due to heart palpitation and chest pain,” the passenger explained. He phoned his airline to ask for a refund due to his medical condition — an understandable request, coming from someone who’s an infrequent flier.
Read more “Should I shame, sue – or take it straight to the top?”
I can’t believe you wrote that!
I just wrapped up a review of my August emails — and wow, what an awesome collection of complaints!
To recap, one of my email addresses experienced a total meltdown, holding more than 10,000 messages in a queue since January. I explain everything in this post. And here’s a synopsis of the September emails.
It’s worth repeating that there are many ways of reaching me, including social media, my primary gmail address, [email protected], or phone.
I answer as promptly as possible — when the technology works.
Read more “I can’t believe you wrote that!”