Negotiating When Things Go Wrong

I wrote back on the 20th about our Internet connection finally being fixed after getting the run around for months. I’m happy to report we haven’t had any problems since then with the connection and my wife had a little chat with a representative from the phone company. It resulted in 3 free months (about $150 value).

While the free service is nice, I would have gladly given it back if we had never had the problem in the first place. Never knowing when we could get on was not only frustrating, but extremely stressing and certainly not worth the money we will now be saving. That being said, when something goes wrong you should always make sure the the company understands where they failed.

Doing so won’t always get you money back, but you’ll be surprised at how many times it will end up benefiting you. Some tips with the negotiations:

**Don’t let it go if you feel that something is wrong. They fixed the problem and originally were going to leave it simply at that. We had to bring up the issue of the past service not working correctly and felt it wasn’t fair we had been paying full price for intermittent service that was their fault. Speak up and let them know.

**Stay calm. The person that you’re talking with is usually not the person that caused the problem. If you can explain the situation in a calm manner giving the pertinent facts, it will go a long way to getting it resolved.

**Show how it affected you. While we hadn’t kept a full list, we did have times and days of when the service went out in hopes this would help them solve the problem. This became invaluable becasue it was documentation on how many times we were left stranded without access and made out argument stronger.

**Have something in mind that you want in compensation. By knowing ahead of time, you don’t leave it up to the company to decide. You may not get it, but it’s better to have something in mind than not knowing at all.

**Be flexible. We originally wanted money back for the time which the company wasn’t willing to do. When we changed the request to free future service they became a lot more accommodating in helping to work out a solution.

Now that this has been resolved, there is a lot less stress using the computer and we have a bit more in our pocket. It certainly paid to speak up in this situation.

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3 Responses to Negotiating When Things Go Wrong

  1. Pingback: Free Money Finance

  2. Cap says:

    I was thinking.. aren’t Internet services pretty much monoplized in Japan?

    staying calm is a good idea, I always see people going nuts on customer service reps, but its generally not that particular person’s fault.

  3. pfadvice says:

    “I was thinking.. aren’t Internet services pretty much monopolized in Japan?”

    There is certainly not the selection that you have in the US, but there is some competition. The problem is that switching to a different phone line provider where we live would be prohibitively expensive – about $700 for the switch (don’t ask why…just the way it is)

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