Ralph bought a computer security program from SUX. But then he found he couldn’t download it.
So he contacted the company—whose customer service representative told him: You’ll have to buy another of our products to make the first one you bought work properly.
At that point, Ralph had had enough.
He sent SUX an email via its own website, outlining his problem and asking that the $60 charge on his credit card be removed.
Six days later, Ralph called his credit card company, to see if SUX was still charging him for an item he hadn’t received.
It was.
It was time to play Machiavellian hardball.
Ralph once again dialed SUX to speak to one of its customer service reps.
Calmly–but firmly–Ralph identified himself, then quickly summarized the problem he was having with the company.
Then he said:
“I suggest you contact someone in management and tell them this: I want this charge off my credit card in 24 hours. If it isn’t, here’s what’s going to happen:
“One: I’m going to file a criminal complaint with the local office of the United States Attorney [Federal prosecutor] for fraud against your company.
“When a company does business in more than one state, that brings it under Federal jurisdiction. And there are Federal penalties for charging people for products they didn’t receive.
“Two, I’m going to make this situation very well known on social media sites. That’s going to cost you bigtime on future customers.
“Again, I’ll wait 24 hours. Pass this on to your management.”
Then he hung up.
Slightly more than 24 hours later, Ralph got this email from SUX:
“Thank you for ordering from SUX. At your request a return has been initiated.”
In short: The charge would be removed from his credit card.
There are several important lessons to be learned here.
First, before you call to complain, make sure the product isn’t working.
Read the instructions carefully and follow them to the letter.
If you can’t understand the instructions, or if you feel you do and the product still isn’t doing what it’s supposed to do, call the company.
Second, when you reach the customer service rep, be patient and polite.
At best, getting angry and offensive wastes valuable time which could be better spent outlining the problem you’re having.
At worst, the tech might hang up on you, which means you’ll have to go through the whole telephone-tree exercise again.
Third, explain precisely what has gone wrong. If the tech gives you instructions on how to resolve the problem, follow them to the letter.
Fourth, if you’re sure you want to return the product, say so.
Find out the company’s preferred way to do this.
Fifth, if you’ve paid for it by credit card, state that you want the charge removed from your bill.
You may have to wait until the company receives the product before they take the charge off your bill. To make sure they get it, send it signed-receipt-requested.
Sixth, wait five to ten days to see if your credit card has been charged.
Ralph waited six, which is a reasonable number.
Seventh, if the problem hasn’t been resolved, call the company again and ask to speak to someone on its corporate headquarters—the higher up, the better.
You can often find out the names of the top executives of a company by checking its website. Or by going to a business-rating website, such as that of Standard and Poor’s.
Eighth, be polite but businesslike as you outline your problem.
If you can’t outline it in one or two minutes, ask for an email address where you can send a detailed email.
Ninth, state clearly what you want the company to do for you.
Often, people get so angry at the frustration they’ve endured that they forget to say what action they want the company to take.
Tenth, if the company rep makes it clear they won’t take back the product, give you a substitute, or refund your purchase, it’s time to play hardball.
Eleventh, if you believe the law has been broken, say so.
And say which agencies you intend to contact—such as the local District Attorney’s Office, Federal Trade Commission, United States Attorney or Federal Communications Commission.
Twelth, have at least one or two consumer complaint websites ready to cite—and contact.
A
Among these:
- http://www.yelp.com/ – Yelp (Probably the most-feared consumer complaint site)
- http://www.ripoffreport.com/ – Ripoff Report (complaints, reviews, lawsuits and frauds reported)
- https://www.ftc.gov/ – Federal Trade Commission (Does not resolve individual consumer complaints but can file lawsuits against companies violating Federal law)
- http://www.hissingkitty.com/ – Hissing Kitty (Posts your complaints on Google, Yahoo and Bing)
- http://www.measuredup.com/ – Measured Up (“Consumers Review / Businesses Reply / Everybody Wins”)
Businesses fear bad consumer reviews–especially on Yelp! and Facebook.
When I once visited a local animal shelter, a receptionist told me: “If you have a problem with something, please see me. Don’t go home and post it on Yelp!“
Thirteenth, tell the company official what action you intend to take unless your demands are met.
Offer a deadline by when you expect that action to be taken.
Fourteenth, if that doesn’t prove enough, consider filing a private lawsuit.


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HOW TO DESTROY–AND CREATE–JOBS: PART ONE (OF THREE)
In Bureaucracy, History, Law, Politics, Social commentary on April 22, 2015 at 12:10 amRepublicans, always ready to attack President Barack Obama, have found a new cause for blame: Obama is responsible for increased inequality.
“Frankly, the president’s policies have made income inequality worse,” House Speaker John Boehner said on CBS’s “60 Minutes” in January.
And he blamed Obamacare for the growing inequality:
“All the regulations that are coming out of Washington make it more difficult for employers to hire more people, chief amongst those, I would argue is Obamacare–which basically puts a penalty or a tax on employers for every new job they create.”
Even Mitt Romney has suddenly discovered that millions of Americans are suffering from income inequality.
Yes, that Mitt Romney–who famously said during his 2012 campaign for President: “Corporations are people, my friend”; “I like being able to fire people”; and “I’m not concerned about the very poor.”
“Under President Obama, the rich have gotten richer, income inequality has gotten worse and there are more people in poverty than ever before,” Romney told a crowd of Republican National Committee members in January.
Mitt Romney speaking on the USS Midway
“Their liberal policies are good every four years for a campaign, but they don’t get the job done,” he said from the deck of the USS Midway in San Diego.
“The only policies that will reach into the hearts of the American people and pull people out of poverty and break the cycle of poverty are Republican principles, conservative principles.”
Click here: The reinvention of Mitt Romney – Edward-Isaac Dovere – POLITICO
But syndicated political columnist Mark Shields has another reason for why millions of Americans can’t find jobs–or jobs that pay a living wage.
His culprit: International trade agreements.
Mark Shields
“They have been a disaster for American workers, a total disaster, beginning with NAFTA,” said Shields on the April 17 edition of the PBS Newshour.
“They have put all the power in the hands of the employer.
“The employer threatens, if you don’t go along, if you don’t surrender your bargaining rights, if you don’t surrender your health and pension benefits, if you don’t surrender collective union membership, we will move your job overseas.
“And as consequence of NAFTA some 22 years ago, documented by our own government, 755,000 jobs lost immediately, five million fewer American–five million fewer American manufacturing jobs than there were….
“We see it where all–the trade agreements, the investor class capital is protected, whether it’s copyrights or whatever, intellectual property, their investments. And they just pay lip service to workers’ rights….
“Median household income in the United States was lower in 2012 than it was in 1989. I’m not saying solely because of this, but largely because of this.
“If you want to see the dominance of capital that I think these trade agreements exemplify and embody, all you have to see is the 2008 crisis, economic crisis in this country.
“Millions of ordinary Americans saw their futures, their savings, their homes wiped out. And they got nothing in the way of relief.
“Those who had caused it, who had brought the country to its knees, the big banks and the investment houses of Wall Street, were bailed out by people. They were made whole.
“So, you had a choice. Who are you going to help and who you going to leave to make out for their own?
“We have capitalism for the rich and we have free enterprise, high risk for workers. And I just think this is what it exemplifies….American workers have lost their clout politically.”
Click here: Shields and Brooks on Pacific trade deal politics
Romney is right: “The rich have gotten richer, income inequality has gotten worse and there are more people in poverty than ever before.”
And so is Shields: “American workers have lost their clout politically.”
But what neither man offered was a solution–although one is available.
It is long past time for Americans to address the following evils for which employers are directly responsible:
The solution to these evils can be summed up in three words: Employers Responsibility Act (ERA).
If passed by Congress and vigorously enforced by the U.S. Departments of Justice and Labor, an ERA would ensure full-time, permanent and productive employment for millions of capable, job-seeking Americans.
And it would achieve this without raising taxes or creating controversial government “make work” programs.
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