Negative To Positive
Posted by fheenix33 on January 15, 2010
You ordered a gorgeous framed print online and it was just delivered to your house. You’re excited as you peel off the packing tape. You’ve spent the past week bragging that you saved $100 on this amazing piece that will look perfect in the living room. You open the box and take out the packing bubbles anxiously waiting to admire your purchase. You lift it out of the box to examine it. Gasp! The frame is broken and there is a crack in the glass. To say the very least, you’re pissed. What do you do now?
1. Allow yourself to calm down first. Addressing an issue when you’re heated is not a good idea. Once you’re calmed down, sit down and compose a letter to the company. From experience I have found that sending an e-mail to the customer service department yields much better results.
2. Start the letter by saying something nice about the company. I also know, from experience, this can prove to be a bit challenging especially if you’re angry.  If you begin the letter by informing the company that they suck and they can all go to hell…well, let’s just say that won’t solve the issue. Say something nice about their site or how impressed you were to find such great deals. Anything.
3. Give as much detail as you can about the damage to the item. Attach a picture if you have to. I’ve done this with a couple of things. Unless it was clearly stated that the item is “sold as is” or there might be slight imperfections, you’re in the right. Keep in mind, too, that a clearance or discounted item doesn’t mean a poor quality item. It should be the same quality regardless of how much you paid for it.
4. Let the company know that you were disappointed with the merchandise and overall customer experience.  Companies that care about their customers don’t want to hear that. Keep in mind, companies want to keep their customers satisfied and they don’t want you to take your business elsewhere. They also know that you have the power of word of mouth whether it be writing a review, telling your friends, etc. I can’t think of a company out there that wants a bad reputation for poor quality and service.
5. End the letter by saying that you expect to hear back and you would like to resolve this issue immediately. I like to include a sentence or two that explains that I would love to continue to shop the site, however, I’d like to have the confidence that I am going to receive quality merchandise. I let them know that I haven’t decided if I’m going to continue to be their customer.
I’ve been an online shopper for several years now and 95% of purchases I make are done online. There have been a few times that I’ve received a damaged item or my order was messed up. By following the above steps, these negative shopping experiences have turned into positive ones. Not once has a company told me to return the damaged item for a replacement. They wrote me a letter saying to keep the original order and they would send me a replacement free of charge. I have received massive discounts, automatic refunds and coupons for future purchases. If a company is willing to make things right, I will give them another chance. So far, I haven’t been let down twice.
Geoff said,
I agree wholeheartedly with your approach and have found that it has worked for me on occasion. I’m in public relations and appreciate an honest but accurate accounting of the situation. Only once have I be utterly disappointed.
It was with “Allegiant Airlines” with whom I booked my flight and vacation package. From leaving two hours late to having the Las Vegas hotel tell me that they didn’t have a room for me, it was a disaster from the start.
The delay wasn’t due to weather or an act of God, but rather a broken plane and poor service. We were lied to from first notice of the delay.
I wrote a respectful letter to Allegiant outlining my disappointment. To my surprise, they blew me off…not offereing an appology or even a token discount on a future trip. I responeded with a note that I would do my best to let fellow travelers know that they didn’t deserve their business and that they should look elsewhere. That’s why I’m responding to this article. It’s a follow-up on my promise to dissuade others from flying them, by sharing my displeasure with Allegiant Airlines and my hope you’ll shop elsewhere when traveling.
I understand if this publication doesn’t want to print this, but if a company cannont take an honest appraisal of their disfunction and disregard to the wellbeing and satisfaction of their patrons, I don’t think they should be placed along side other reputable airlines.
If they care to appologize for their egregious service, I’ll stop posting these telling notes. Thank you all, and take the bus before you fly Allegiant Airlines.
Geoff – harveysx4@aol.com
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