10 Steps to Acquiring a Refund or Rebate Efficiently

Modern plumbing is great, as are HD televisions and chemical-free sunscreen/bug-spray. However, consumer stress often seems a bane of an otherwise ultra comfortable modern life.

How many hours have you spent contesting a $4.99 erroneous charge with some poor soul in a vast global bureaucracy? How often does the $9.99/day advertised car rental fee really translate into a $9.99 charge on your bill?

Consumer stress is unlikely to disappear. However following a systematic approach to managing consumer disputes cuts down on the stress and cost associated with getting the refunds and rebates you deserve.Take the fictitious case of a woman name Becky.

This month she achieved the following consumer triumphs: receiving a $200 credit on her account as compensation for a promotional gift card that was never sent; acquiring a $12.99 credit from a company that promised her a full refund and then shorted that refund by $12.99; attaining a $159 credit as compensation for a cable technician's mistake.

Did any of these companies voluntarily compensate Becky for her time and trouble? No. Party number one probably hoped she would forget about the promised $200 gift card like 75% of its customers. Party number two probably hoped she wouldn't notice her refund was $12.99 short like 97.6% of its customer base. Party number three thought she wasn't tech-savvy enough to attribute her failed internet service to the cable technician's mistake like the majority of its customers.

Yet all three parties honored her requests for fair compensation. Why? Because Becky followed a series of consumer negotiation steps/strategies designed to make honoring her request less than trouble than refusing it.

Step 1

Read Gotcha Capitalism: How Hidden Fees Rip You Off Every Day-and What You Can Do About It.In this expose of corporate culture and its dependence on hidden fees, columnist Bob Sullivan does a superb job explaining why companies are practically forced to tack extra fees onto a bill to stay competitive.

Step 2

Call or correspond with customer service representatives when your voice, demeanor, and attitude project the image of a relaxed and reasonable person. This may seem difficult when your internet service has cut out for the fourth time this week, and you have a major research project due in 24 hours. In that case, run around the block, play with a marshmallow shooter, do yoga, etc. before getting on the phone.

Step 3

Decide what you want before asking for it. Many people spend forty-five minutes unloading their beef on a stranger without ever stating how they'd like their particular customer service problem resolved. Is having the cable repairman come out a fifth time all you need? Would you like the repairman to come out AND have the cable company refund your entire monthly fee for the next three months? Why be shy about asking for fair compensation?

Step 4

Keep a detailed log of all your interactions with customer service representatives. Note the date and time of every call you make. Send letters by certified mail so you can prove they were received by the other party. Save important emails. Note the name, extension number, and location of the person with whom you interacted. Even if a corporate entity disagrees with your original complaint, it may be embarrassed into giving you a refund if you can demonstrate that it simply handled your customer service complaint poorly.

Step 5

Negotiate on the phone as little as possible. Proving what was said in a phone conversation is impossible unless the conversation is taped. Taping a phone conversation without the knowledge of both parties is illegal in some states. Surreptitiously recording phone conversations without someone else's knowledge can also be considered an underhanded and unfair negotiation tactic.

Most customer service representatives and their immediate supervisors do not have the authority to resolve your problem. Try spending no more than three minutes on the phone with any individual. If, at that time, they have not resolved your complaint, ask for a snail-mail address to which you can appeal your case. If you plan to involve a lawyer in your complaint, ask for the legal department's address.

Step 6

Set a concrete time-frame for your complaint resolution. For instance, suggest that your refund be posted within 10 days. That way if you haven't received it in 15 days, you can justify taking further action to get your complaint resolved.

Step 7

Involve an organization such as the Better Business Bureau in your complaint. Even if the company doesn't respond to your complaint, you can prove you tried to resolve it through a reputable mediator.

Step 8

Write letters to regulatory agencies such as the Federal Trade Commission and Attorney General's Office. Even if these entities don't respond to your complaint, you will have proven that you are a savvy consumer who is unlikely to disappear.

Step 9

Send copies of your complaint letters to as many company representatives as you can find. Search the internet for the company CEO's address. Find the legal department's address. The more people who receive your letter, the more likely you are to get a favorable response.

Step 10

Follow up on your complaint resolution. Just because XYZ, Inc. said it would give you a full credit on your next bill, doesn't mean that it really will. Large companies, in particular, can be run chaotically.

Conclusion

Following the steps above greatly enhances the chances that a consumer will receive a rebate or refund to which they are entitled. Even if that is not the case, learning to negotiate consumer complaints in a professional and systematic fashion is sure to decrease your stress level while improving your capacity to negotiate effectively.

Article Source: http://www.contentspool.com

Janna Chan writes about consumer stress and other subjects of interest at calmpuzzle.com

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