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August 26, 2007

Ask Brainfertilizer « The Brain Fertilizer Way »

Paula asks:

Called Dish net work to try to fix my TVS in bedrooms. Went to Virizon to try to get my money refund. But these two things I didnt do as good as my husband did. Dish told me they will sent a technician to my house, but would charge me $50, but they can only come this weekend. My husband called and yelled at them, then they will come to my house tomorrow to fix TV. Virizon refused to refund my money, they said somebody must download data from my cell phone, but I never did it, and I didnt know who did it. My husband called verizon again to raise the hell, then they will refund my money tomorrow.

My husband told me that I should understand why his temper is not good, because others cant screw up him, but my temper is good, and others always screw me. It seems what he said make sense? What do you guys think? Honestly in China people are nice and easy to get along with, and others usually take advantage of their nice. Americans are the same??

Your husband's way is one way to get things done.
But we call it "burning bridges". If you ever watched "tongji miyou" (Fighting for Love) with Zheng Xiuwen and Tony Liang Qiaowei (I think that's the pinying), Zheng Xiuwen gets things done by treating her employees really bad, but then when she needs help, they refuse because they hate her.

If you need to get things done, there are two things you can do:
1) Explain to the customer service representative exactly what the problem is and what you want them to do: "I didn't use my cellphone that much, and you can look at my record and see I never did it before or after. Because I've been such a good customer, I want you to remove that charge from my bill."
Be calm, patient, and reasonable.
2) If they refuse, then ask to speak to the customer service representative's supervisor. They usually cannot refuse. Due the same thing with supervisor, i.e, explain what happened, what you want, and why they should give it to you. If the supervisor refuses, then ask to speak to [i]their[/i] supervisor, then do the same thing.
If you go all the way up really high, you can usually find someone who can help.
3) At whatever level you get stuck, meaning they won't agree to what you want, and they won't let you speak to their supervisor, then ask them to slowly explain exactly why they refuse, because you will send a letter explaining exactly what you want, why, and why they refuse to the Better Business Bureau, the local Chamber of Commerce, and the consumer protection/investigation division of the largest television and newspapers in the region.

If that still doesn't work, you use your final weapon:
Nicely hang up, wait until the next day, and call again. Often, just speaking to a different representative or supervisor, you'll get one that thinks your request is reasonable and will give you exactly what you want.

All while being pleasant.

Posted by Nathan at 09:39 PM | Comments (0) | TrackBack (0)