ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel

How To File A Complaint Against Your Telephone Provider or Cell Phone Company - Setting Your Goals

Updated on April 19, 2012
Source

OK so what do you actually want to accomplish? Believe it or not, some people actually don’t stop to think about the answer to this question before they start on their epic quest for customer service. Well, it depends on what YOU want. Would you simply like an apology, cash refund, or credit for services?

Lets start off small. Will a simple apology do? Lets say for example that you just had a horrible customer service experience with someone, and you want to let their colleague know what you really think of them... I know that the immediate reaction is to turn around and call the company back again. But please think again! Resist all temptation to quickly call back the company and give them a piece of your mind. Here’s why: Many companies employ random call backs for customer feedback. You have probably received a call like this before, an automated survey asking how you would rate their service. Lets say you take a few moments to complete the survey, then you call back to vent to a supervisor. Do you realize you just cancelled out the survey call? Many companies actually tie their customer satisfaction results to the surveys, and many employees get reprimanded either by write ups, or their pay/bonus is effected by these results. If you call back and talk to another representative on the same day, when the representative who was super rude to you gets called into their supervisor’s office, they pull up your account and BAM! The customer talked to multiple representatives, and guess what, they walk out unscathed.. Now if you resist the urge to call back the same day, that representative has no excuse of “They talked to someone else, it wasn’t me that upset them.”

I have been on both sides of this and it’s frustrating. Many representatives at “the phone company” I worked for would actually make a game out of it. They know if they tick off the customer enough they will call back to complain. Voila! The customer called back on the same day and they are sittin’ pretty.

Do yourself a favor and don’t immediately call back on the same day of the horrible service unless there is a serious safety issue such as down lines, cables, or your service is shut off. This will not only give you a cooling off period to calm down a bit, but it will also allow the customer service feedback system to kick in if your company has one in place. Just mark the date, time, and whom you spoke with in a nice little log somewhere.

lets turn the clock 24 hours into the future. You’re now free to call the company back, but what do you want? An apology? Simply ask for one and I’m sure they will be happy to provide one. I was always big on taking ownership of my customer and even sent out a few apology letters back in the day. Ok so it was a form letter that basically says “We’re Sorry: (INSERT REASON HERE)”, but it did go a long way.

If you are attempting to get back a refund for a service, be sure that you are asking for an appropriate amount. I would get customers all the time that advised their service was out for 3 days and they want a free month of service. That’s not a realistic demand. Lets face it, everyone claims that they lost over a million dollars of business over the course of that three days.. Sure... That’s why you have a single phone line business, and are two months behind on your payments.. No representative will believe that. Phone companies do not reimburse you for loss of business because let’s face it, there is no way to prove your case.

Now if you are realistic and simply ask for a refund for when the services were down, you’re more likely to actually get a a refund for a partial months service. Don’t be surprised if it seems like an low amount because lets face it, your $24.99 a month telephone service is only billed out at $24.99 monthly, and $.84 per day. Don’t be insulted if you actually get what you ask for. On the other hand, many representatives also find this amount to be very low and will often times inflate the service outage to actually get you a bigger credit. Just don’t expect it. Let’s face it, the big mega phone companies didn’t get rich by handing out money.

Would you like to get someone fired? Odds are it simply isn’t going to happen. If I had a dollar for every time someone said that they would get me fired, I would be a rich man. If you claim this you simply sound like a jerk and you help build a case FOR THE REPRESENTATIVE that ticked you off.

Here is my favorite thing of all time: “I want to speak to your legal department, this is against the law”. Again, it’s not going to happen. If you actually ask for this and get through to someone, I bet you my iMac that they aren’t really an attorney but the person sitting right next to the representative that sent you there. Phone companies do in fact have legal departments, but they don’t interface with customers. They are there for legal counsel for the company and it’s management. Not the other way around. Let’s face it, if you are knowledgeable enough to actually speak with an attorney from the phone company comfortably, you know that it needs to be in writing. If it turns out that you do in fact hire an attorney for your issue at hand, believe me they have spent countless years learning how to issue lawsuits to large corporations. A lawsuit is not initiated over the phone.

Now that you might have an idea on what you want to accomplish, I suggest starting off small. I would suggest actually trying to cordially work out the problem with the company at hand first. All telecommunications companies are regulated at the state level as well as the federal level. If you get no satisfaction from the company, then I recommend proceeding to your appropriate state resources. Let’s face it, you never see a “Law & Order” show start at the supreme court, it starts off locally.

Comments

    0 of 8192 characters used
    Post Comment

    No comments yet.

    working

    This website uses cookies

    As a user in the EEA, your approval is needed on a few things. To provide a better website experience, hubpages.com uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

    For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at: https://hubpages.com/privacy-policy#gdpr

    Show Details
    Necessary
    HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
    LoginThis is necessary to sign in to the HubPages Service.
    Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
    AkismetThis is used to detect comment spam. (Privacy Policy)
    HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
    HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
    Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
    CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
    Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the googleapis.com or gstatic.com domains, for performance and efficiency reasons. (Privacy Policy)
    Features
    Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
    Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
    Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
    Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
    Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
    VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
    PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
    Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
    MavenThis supports the Maven widget and search functionality. (Privacy Policy)
    Marketing
    Google AdSenseThis is an ad network. (Privacy Policy)
    Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
    Index ExchangeThis is an ad network. (Privacy Policy)
    SovrnThis is an ad network. (Privacy Policy)
    Facebook AdsThis is an ad network. (Privacy Policy)
    Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
    AppNexusThis is an ad network. (Privacy Policy)
    OpenxThis is an ad network. (Privacy Policy)
    Rubicon ProjectThis is an ad network. (Privacy Policy)
    TripleLiftThis is an ad network. (Privacy Policy)
    Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
    Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
    Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
    Statistics
    Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
    ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
    Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)