Bill Marstellar and his wife plan a trip to Germany to visit their daughter for Easter. Marstellar uses Expedia to reserve a car from Dollar Rent a Car and is quoted a total price of $260. When he arrives in Germany, signage directs him to the Hertz counter to pick up the car, where he’s charged $630. Can our advocates get him a refund for the difference between what he paid and the quoted price? “I got a $260 quote for my Dollar rental. Why did Hertz charge me $370 more?”
When Diana Rubino’s Surface 3 suddenly stops working during her vacation, she calls Microsoft’s technical support and is given a quote to replace the tablet. But then she returns home and is surprised by the in-store employee’s refusal to honor that quote. “I received a repair quote from Microsoft — why won’t they honor it?”
Who do I trust?
The answer may matter to you more than you think, because the folks I call my sources become your sources. They add credibility and context to the customer service stories that you read on my consumer advocacy site.
Last week, you’ll recall, I mentioned some of the “do not mediate” cases, and let it slip that I also have a “do not quote” list comprised of characters I’d never knowingly include in my stories.
Admit it, you’ve waited a whole week for me to reveal that list.
“Yes, I have a “do not quote” list – here’s who’s on it”
When Walter Nissen signed up for a British Airways Chase Visa card recently, he thought he’d be jetting off to London after earning just 50,000 miles.
He overlooked one little detail: A glance at the fine print revealed he’d have to pay an extra $400 in fuel surcharges.
“We’re not talking a few dollars for mandatory government taxes and fees,” says Nissen, a computer scientist from Livermore, Calif. “Their secret surcharge goes right into British Airways’ pocket. That’s dishonest in my book.”