Submitted by Alexa on Wed, 01/07/2009 - 23:18.
The Island of Misfit Toys lives under my desk at home: A dust-collecting assortment of products that need to be replaced or returned. Some of them have been waiting for half a year. Others are wedding gifts with lifetime warranties that I've been putting off returning for several years (lifetime warranties lend themselves well to procrastination). As part of my New Year's cleaning, I decided it was about time to stop procrastinating and start calling those 800 numbers.
Processing these misfits has yielded amazing success thus far, and I wanted to share a few triumphs to inspire you to be a proactive and creative consumer:
Broken lids = free replacement set of Reynold's tupperware
Last year we decided to augment our lunch-packing tupperware with a $20 16-piece set from Reynolds. Within a month, several of the lids were cracked simply from taking them on and off. I finally got around to calling the number on the box, and while the package doesn't say anything about warranty or guarantee, all it took was one phone call, and the gracious customer service rep offered to mail us a new set, no questions asked and no return required. Impressive!
Wrong size hat from a retailer = hat for half price from the wholesaler
Another sad story was that my mom got Seth a classy dress hat for Christmas. It cost her quite a bit and then, to our dismay, it was the wrong size. I looked at the package and noticed an old label indicating that the retailer mom purchased it from had received the product from an outlet elsewhere. I called that outlet and discovered that I could get the same hat directly for almost half as much! By requesting a refund from the retailer and purchasing the hat elsewhere, I saved mom $40 (Too bad about the sunk shipping/return shipping costs. Next time I'm buying from http://www.shoebuy.com -- free shipping/returns!).
Terrible flight = $200 in travel vouchers from United
Now here's the grand finale. If you followed the 24-hour-Christmas-flight saga in my previous post, you better believe I had a bone to pick with the airlines! But then again, I figured, so did thousands of other people. Still, while friends who listened to my sob story warned me it was pointless to complain to the airline, I figured being proactive was worth a shot. Although I was almost deterred by the fact that both airlines insisted you EMAIL instead of CALL, I ended up writing the following email to United Customer Relations using their online form. My first draft was much less cordial, but I finally realized that the airlines probably get enough angry emails -- and I read the "Contract of Carriage" (it was a 3 hour layover -- I was bored) and knew that they weren't obligated to do anything for me -- so I figured politeness was better:
To Whom It May Concern,
Our US Airways-operated connection between PHX (scheduled at 2:55PM) and CLT was delayed due to mechanical problems. Because this made us miss our connection, we didn't arrive at our final destination until the next morning -- almost 12 hours later than scheduled. We missed our Sunday morning commitment and basically lost an entire day of our trip because we were so exhausted upon arrival. (We ended up paying $189 to extend our trip an extra day to make up for it.)
I realize you aren't obligated to compensate us beyond the $5 meal vouchers and 2 hour hotel stay, but please understand how frustrated we felt. We could saved money by purchasing a red eye flight or a flight that arrived on Sunday instead of Saturday, but we paid a premium to take THIS flight, which was supposed to arrive on Saturday night.
With this in mind, would you please consider compensating us or giving us vouchers for future travel? We are loyal United customers and would deeply appreciate your consideration.
Thank you,
Seth and Alexa Andrzejewski
To my utter amazement, within one day, I received a reply:
Dear Ms. Andrzejewski,
I regret the inconvenience you experienced on your recent trip to Charlotte.
Ms. Andrzejewski, first and foremost, please accept my apologies that we did not serve you better. We recognize how important it is to you to get to your destination on time and we never want to disrupt our guests' travel plans. We do our best to minimize delays and cancellations given the various factors that can impact our schedule, such as equipment repairs, inclement weather or air traffic control issues. We aim to achieve the highest level of on-time performance with safety as our primary concern. I am sorry that you were inconvenienced when we were unable to make our on-time goals.
While I can't undo the circumstances you experienced, I am issuing you electronic discount travel certificates for $100 each.
We appreciate your business and hope you will give us a future opportunity to restore your confidence in our products and services.
Regards,
Amit Madan
United Airlines Customer Relations
I was delighted! Instead of looking back at this trip as a frustrating sunk cost, I'm a happily compensated and satisfied customer. After all, if they'd asked me in advance if I'd be willing to endure an overnight delay in exchange for $200 in vouchers, I might have willingly taken them up on it.
Thank you United, Hatco and Reynolds!
(P.S. While all this might sound time-consuming, I was able to get it all out of the way in one morning before work. If you have an island of misfit toys, you can do it too!)
Customer Service Success - very impressive!
Alexa,
I teach a 9th grade career exploration and personal finance class at Freeport High School. I used the pyfchallenge site and specifically your example to teach my 9th graders about the pay yourself first concept. I think they learned a few things about financial responsibility and had fun in the process. My students, all 75 of them, watched the videos and read the blogs to seek out answers to questions that I generated from reading the website. They also voted for their favorite challenger, so I hope you see a big jump in the number of votes you received in the last few days. After my students enjoyed their little "webquest" I shared my lesson plan with the other business teachers at Freeport. I think they're having their students do it too. On a personal note, your tight budget and creative savings ideas are inspiring to me as well. I wish you the best of luck in the challenge and in your future trip to Korea.
Beth Zboran,
Freeport High School (Pennsylvania) Business & Computer Technology Teacher
zboran@freeport.k12.pa.us