Off The Cuff

Talking To Companies When You Have A Problem

Posted by: From Arkansas in Commentary, It Ain't Sorted, So What, Odds And Ends on Jan 11 2008

Welcome back!

First things first. Not every company is going to help you. We found that out the hard way. Some companies are so incredibly greedy that they will not do anything but make you pay and pay. If they can, they make you pay more. We have proof of that from one very popular cel phone company. However, let me talk to you about the ones that are more helpful.

When you do find that you have a problem, especially with a national company, get in contact with the service desk, the help line or desk, customer service or whatever they call it when there are problems. BIG RULE!!! Always, without fail, always be polite and nice. Do not curse at them, hang up on them or shout at them, no matter what they are doing with you.

Often, if you are friendly, they will be as well. This makes for a helpful person for you. State your problem quickly and clearly. When you have no idea of what you are going to say, it comes out spotty and you often will forget things they should know to help you. For instance, in the past, we had problems with a bill from a large company. I called and talked to a person who did not appear to understand what my problem was. It was her actually but that’s a different story. I asked for and got a supervisor. Never be afraid to talk to the person’s boss. That person was able to help and we got $50, that we did not owe, cut off a bill.

Sometimes, you will find that the first person you talk to is not the one that can help. Ask for the one who can. Keep calm. Do not raise your voice. Do not treat them rudely. Do not shout or get into a word match with them. If they are a large company and many people answer the incoming calls, tell them thank you. Hang up and start again. For instance, I had a problem with my phone bill. The first person I talked to insisted I simply pay the bill that I got. End of story. She would not allow for any mistakes or possibility that the company could be at fault in any way. I asked for her supervisor. That person did help me and it got resolved quickly because she was able to do something that the other person could not. The record was altered to reflect our situation.

Remember, not all companies will help you. We do have one that was so insistent that they were not wrong and that we should pay the bill as stated that they started to harass us with bills that came every week and phone calls almost daily, the robot kind that usually come at supper time or at nearly ten o’clock. This particular company did not stop. They padded their bill with an extra $5 every month that they sent one. We ended up with a dun from a credit company after about 6 months of harassment with people calling and telling us that we were lazy, cheaters, shiftless and deadbeats. The money owed because much larger than originally given.

Now, you may ask why didn’t we just pay it and get it over with. Perhaps if I had known then what I know now, I might have…except for one thing. They are wrong. We did not owe what they said. We did not owe them more than a couple of dollars but the bill was for over $35 and they would not stop. You might say, get a lawyer. Right. For that small an amount, we would have to pay out several hundred dollars to get this company off our backs. We did not have the money to do that. This situation is still not resolved. Some companies will not work it out, period.

But most of them want you, the consumer, to be happy. So, if you have a problem, try to resolve it with the customer service or help line. If that does not work, ask to speak to a supervisor. (By the way, did the question come up about whether it actually IS a supervisor or not? Yes, I thought of that. If you will ask for their names and write it down, you will likely have the boss person since you have the capability of calling back and reporting the call if they are not who they say they are. It’s their job if they lie to you.) Usually, at this point, you will at least find out why the situation is happening, what you can do to resolve it and end on a happy or at least satisfied note.

That’s it from Off The Cuff for now. Thanks for reading.

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