I've found that responding to surveys (for products or services I've actually used) takes relatively little time, but can have significant benefits. If I am dissatisfied with the product or service, and thoughtfully and politely express this, I am very often contacted for a follow-up by a customer service person. Often, this subsequent contact makes it possible to have the dissatisfaction resolved. This has worked with a number of different types of companies, including cruise lines, grocery chains, printing supply companies, etc. (note: this definitely EXCLUDES cable companies, or at least one particular cable company which I will not name FR_NT__R - you'll have to fill in the blanks)
Additionally, I've also found it extremely useful to respond when something is particularly good or an employee has gone above and beyond to provide excellent customer service. In one case I received an email back from a manager many levels up in a company when I took the trouble to send an email to a store manager praising a retail clerk for doing just that.
When the issue you have goes beyond the scope of a survey, or contacting customer service does not resolve the issue, then escalation is called for. I have never failed to get a response, usually one that ends up resolving the issue, when I've done this. But I stress that being polite and clearly stating the reason for your dissatisfaction will go much further toward bring about a favorable outcome.
Certainly the game is rigged. Don't let that stop you; if you don't bet, you can't win. -Lazarus Long
In theory, there is no difference between theory and practice. But, in practice, there is. -Yogi Berra
There is no such thing as luck. There is only adequate or inadequate preparation to cope with a statistical universe. -Robert Heinlein
From: "greeklandjohnny@aol.com [vpFREE]" <vpFREE@yahoogroups.com>
To: vpFREE@yahoogroups.com
Sent: Saturday, January 28, 2017 2:11 PM
Subject: [vpFREE] XVP -- rental cars
I have been critical of rental car companies on this group in the past but I also report when a rental car company does something right.
I rented from Thrifty for my last Las Vegas trip, 1/19 - 1/23. I got an intermediate vehicle from Thrifty for $100 and change, thanks to autoslash.com. When I picked up the vehicle and signed the paperwork, the price shown was $106 and change. Usually the estimate is off by $0.10 cents or less, which I attribute to rounding. This time it was $6 on a $100 amount and that bothered me. Not so much for the $6 but why should the cost be more than a couple of cents different?
I got a survey from Thrifty, filled it out, mentioned the billing issue and a couple other issues with the car. The local manager wrote back and after a couple of exchanges, he agreed to rent me a full sized car for my next 5 day trip for $10 a day plus fees. My original cost for the 5 day rental was $226. Autoslash got that down to $149. Even with taxes and fees, this new rate should be under $100.
I've been called naïve on this group for writing to companies to complain. I admit, sometimes it does no good at all. Other times, a modest effort results in a substantial gain.
So, replying to a survey sometimes is a waste of time and sometimes does some good. I believe writing to a company to complain about an issue does good even if the company ignores you. You at least know who the company in question views you as a customer and this can be valuable in the future.
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Posted by: GURU PERF <guruperf@att.net>
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