Hi,
At one time or another we all have problems with our telephone service, cable TV, or high speed Internet. Our problems may be caused by services which are intermittent or do not function at all. This is a common scenario during the winter months. In most cases, we are entitled to a large reduction in our monthly bill due to the problems. For example, cable companies and telephone companies will give you a negotiated credit for the time your service was unavailable. But, this credit is not automatic, it needs to be negotiated with customer service. Here are some things to consider when you call customer service:
1) Prior to the call, determine what you will be requesting from the company and why. Have you facts available at the time you place the call: for example, the times and dates of interrupted service. Don't be vague in your complaint.
2) If the problem has been reoccurring, make sure the customer service representative is aware of the frustration you have experienced, and for how long it has happened.
3) If the service interruption has been over a substantial period of time, do not be afraid to request two or three months free service.
Negotiation is an art form, but with practice anyone can do it. Many times people are entitled to compensation in the form of three or four months free service, but are afraid to ask for it. If your situation warrants this type of compensation, all you can do is ask and hope that the company is invested in maintaining the good will of its customers.
Tomorrow I'm going to write about calling customer service regarding product dissatisfaction.
Until then,
Alan
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