How to complain well

[fallscrape]

There are rules you should follow when returning a faulty item or service, and these are thus.

1) Be polite, sympathise with the customer services individual even if you feel like ripping out their throat. If it's a big multinational company and you don't like who you're talking to, hang up and ring back a couple of days later. It's easier to get someone who is sympathetic back to do you a deal. Get everything in writing and make notes of dates.

2) You have a right to a repair for the first THREE times it goes back, not a refund unless otherwise stated. They can even sting you for costs sending it back. Ask nicely and they may send you a pre-paid mailing label or offer to send out a courier.

3) When offered a refund, politely decline (unless you want one) - remember, you want your goods, you like your goods, nothing would make you happier remaining with their services. Tell them how bad the service has been so far (using notes from (1))

4) When your high tech gadget fails for the third and final time, you can request a new replacement OR refund. Compensation is really in their hands for good nature. You're not going to get as much compensation unless you're polite, firm and nice to your customer services operator. With large bulky items and big multinationals, they'll often send out the new item before picking up the old. Sometimes they won't even pickup the old - it's not worth the hassle of repairing it.

Because I have acted kindly to all concerned I have so far received:

Three replacement laptops (totalling £4500) all of which have been left with me - I only spend £750 originally on my laptop.
£390 check from BT - My total year bill came to £275, not bad profit
6 months free broadband from NTL, 12 months 1 Mbit for £10/month, two checks for £410, free TV for a year and discounts on my phone service.

Not bad for a few stamps and god knows how many hours on the phone to NTL.