GreasyP

I'm a pretty laid-back guy, and this is a huge source of frustration for me. It seems like to get anything done when you're dealing with a big company, you have no choice but to be rude to the poor soul who is just trying to do his/her job.

For instance, I bought a laptop back in February, choosing this particular brand based largely on the fact that I would get a free $200 spare laptop battery in the deal. So I'm not too happy when the battery doesn't come. I call after two months, then three, then five. Get the run-around every time, without anyone even pretending to want to help me. "We don't have any in stock, you should get it in a few weeks." Except it never happens. I'm horribly polite to them anyway, because that's just the way I am. Eventually after more than seven months of waiting (six to eight weeks my ass), I decide to use the approach that I sadly find myself having to use more and more: be such a huge asshole that they can't possibly ignore you. So I call Toshiba up once more, whining about contacting the Better Business Bureau and how I buy tech for my company and I'll never buy their products again. I hate doing it, but it works. They say there's nothing they can do, of course, but in a matter of days the battery is on my doorstep. Problem solved, but I had to piss off three perfectly nice employees who probably hate their job in the first place and couldn't do anything but tell their superiors what a jerk I am.

Why can't companies just do what they promise, without me having to get all nasty first? It goes totally against my character and I hate doing it. But I find that more and more it's the only solution to getting what I need in consumer-to-business situations. Isn't there any better way?

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gonadman

It seems like the way business is done today. I used to think it was the area in which I live, but I'm starting to realize it happens in a much greater area than I thought.

Why do I have to call a plumber THREE times and get all bent outa shape before he finally comes out? It happens with just about every small business I deal with and I'm getting tired of having to be nasty to get anything done!

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For me there is only the traveling on paths that have heart, on any path that may have heart. There I travel, and the only worthwhile challenge is to traverse its full length. And there I travel, looking, looking, ...breathlessly.
-Carlos Castaneda

Nimbletoe

<3 Human nature.

alkaloid

Yes, I've been noticing this as well. I worked in customer service at a computer store a while ago and it seemed magical how certain people got great deals and special treatments. Yes you had to be rude but in a very specific way. Many people get it wrong and get worse service by complaining and being difficult. I wished I could emulate the people who got those special treatments but I never got to master it. I don't think I ever will.

On the other hand, my wife is pretty talented about getting people to do what she wants. It really amazes me. Some people have it and some people don't.

Rodney

You all may be right about rudeness just being a tactic to get what you want.

But I also know that a lot of companies are understaffing and undersupporting their customers service operations, to save money. So they fight fires: ignore the minor problems and polite complaints, and respond only to threats. Which was your experience.

And sometimes it's just company policy. I know a commercial insurance agent who just will go ballistic when he talks about one insurance company he used to write business for. Whenever he would file a claim for a customer, they would deny it.
Almost every time. And when the client's lawyer sent a letter and/or threatened to sue, they would pay. Just about every time. They were just trying to see what they could get away with. There's that ethic now in business, too.

Cynthetiq

there are companies out there that don't do that to their customers.. few and far between but that's why we see them as rising stars.... DELL my own example, but I still had to escalate my issue to get them moving faster than they were.

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sexymama

I find being firm, yet friendly, usually get action. Sometimes, tho, you are right, I have to be a down right bitch to get people to listen.

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firebirdta

Basically, if you're not willing to shout about something, companies will rarely listen. However, it is possible to be heard and remain polite in many situations. A good understanding of your rights as a consumer and a strong vocabulary can often go just as far as shouting.

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meff

Most tech support people are asses, though there are a few nice ones, which I report to their bosses. Try to 'hop the tiers' and get someone knowledgeable.

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