It pays to not take no for an answer

lovetravellingoz · #1 (**permalink**) 14th March 2008, 03:23 PM

I opened my door this more to be greated by a parcel containing a free coffee machine

This was a surprise as I was not expecting it....

This is also the second example I have had within a month of when you do not get what you are entitled too that you should politely, but firmly complain...and not accept no as an answer. Avoid being angry, but be very insistent.

The Coffee Machine

Mid last year I sawa promtion for 17500 points for the Qnaras Premim card. well I had already doubled dipped on that...so time to takea new tack.

So I rung up the line and said that wasa great offere, but that I had one...but would they give me the same deal to join up witha Amex maximiser.

Well no they said...but they dis say I could have free coffee machine....and free membership for year. Great I said and took it and appreciated the higher earn rate on 1.5.

Months go by.....but no coffee machine.

So I ring up only to be told that the Amex staff member should not have made the offer. Their new offer was no coffee machine and no replacement offer. Well that may be fine I said, but she did offer that and I had accepted in good faith and had used their card on that basis putting many thousands through. I stated..after being escalated up the food chain as I know that the initial operator has little discretion...that I had acted in good faith and so I expected them too.

So no coffee machine, can I habve my 17500 points instead please.

Aftera bit of tooing and throwing they offered points but substantially les.

I took the points but alos requested that they note my disatification and requested that my complaint be registered with their complaints department.

Well this morning off to work I go...and there on the door step...a coffee machine from I would guess Amex. I don't actually know as there was no note or letter!!!

However end result for perserverence was a coffee machine...plus points

JetStar

In another string I recently posted a follow up to my long running complaint with JetStar about being bumped down without any compensation. Well after ignoring my first letter except for saying they would investigate I followed up with a second letter pointing out that had undertaken to get back to me and had not.

Result then was getting the original difference in cost refunded PLUS $500 in JetStar flight vouchers.

So moral is;

Never accept no for answer if you believe you are due an entitlement
Understand in particular that you will probably be given two or more no's before you get a yes.
Always understand that the first no you get is probably from the lowest tier at the company who have little discretion to say yes. To get a yes you must often escalate the decision/ complaint to another level.

JohnK · #2 (**permalink**) 15th March 2008, 12:55 AM

Great advice and well done persevering with Jetstar.

Miekk · #3 (**permalink**) 5th May 2008, 05:23 PM

Quote:

Originally Posted by lovetravellingoz

So moral is;

Never accept no for answer if you believe you are due an entitlement
Understand in particular that you will probably be given two or more no's before you get a yes.
Always understand that the first no you get is probably from the lowest tier at the company who have little discretion to say yes. To get a yes you must often escalate the decision/ complaint to another level.

I really should take some of this with me. I tend to never make a hassle or really care if there's an issue of some sort of complications. Great tips!