Last week, I had to call the Customer Service department of a company with whom I'd had one recent transaction. The situation included a trial period for a CD that I decided not to use. However, I'd forgotten all about the software offer by the end of the trial period and called them another week later. I hadn't even received the CD yet. Fortunately, I noticed the charges that had been debited to my checking account and it jogged my memory.

I was attempting to cancel the deal and return the CD after the trial period, which I knew was probably not going to make the company very happy, but I decided to give it a try anyway. On the other end of the line was a very personable young woman, who listened cordially to my story. Then in a very matter-of-fact voice, she told me I would not get my initial charge of $1.87 back, nor would I receive a refund of the $29.95 already charged for the first month of my subscription. It was going to be $29.95 every month after that for a year. I decided it was worth it to try to cancel and get my money back.

"That money is non-refundable, you say?"

"Yes, that's right, Ma'am. We can not return your money. You agreed to the terms of service when you ordered."

"Yes, I understand. But non-refundable, you're telling me?"

"That's right. Both charges are non-refundable. It was right there in the terms when you signed up."

"Wow. Non-refundable. But I've never received the CD or other materials!"

"Well, you will be receiving them in the mail soon."

"Hmm...non-refundable. Can't I just send the materials back to you when they arrive, and you return the charges to my checking account?"

"No, I'm sorry. You agreed to the charges when you ordered."

"Hmm. Do you have a manager I could talk to?"

"In regard to what, Ma'am?"

"In regard to this matter. I would like to have my money returned, and I'll just send you the CD back when it comes."

"As a PROFESSIONAL COURTESY ONLY, I will refund the charges. It will take three to five business days. But remember, this is as A PROFESSIONAL COURTESY ONLY, because you agreed to the terms."

"Thank you very much! Your cooperation and understanding are greatly appreciated!"

The package with the CD and literature never did arrive. Evidently, it had never been sent in the three weeks since I'd ordered. I did see the funds returned to my checking account within five days. I have no idea if I would have ever received the materials if I had not pressed the issue. But the point of this is, I kept my cool, maintained my position, and the matter was resolved.

If you can not get your requests met when dealing with Customer Service, stick to your guns and if all else fails, ask to speak with the manager. Most representatives will deal with you if you don't back down. Above all, stay absolutely calm. There is no need to be rude or disagreeable - a soft, but determined tone will produce better results, and you will feel less tense when the conversation is finished. Most likely, you will have accomplished your goal.

Learn more about this author, Arabella Kelly.
Click here to send this author comments or questions.

---

Add your voice

Know something about How to complain to customer service effectively?
We want to hear your view. Write now!