[Kie]

Originally Posted by ChrisH

It is great that they gave you your money back. Just so you know, my post was more of a general post than directed at you. Many times complaining leads no where with customer service except back and forth e-mails and calls with nobody giving in. Customer service reps are armed with canned responses and rarely pay much attention to the actual complaint.

Your complaining worked and so at least in this case, it was worth it. Just be sure to check your credit card and see that you do indeed get the credit back for the $126. This wouldn't be the first time I've heard of someone getting told they would get a refund or credit from the airlines to their credit card and it never show up.

As I said .. many customer service agents do not care at all and just pass the complaints around and never really pay attention to what is actually being complained about. It is an unfortunate, but ever increasing issue with customer service these days. The person who originally got your e-mail is obviously one of those people. I've seen it all too often. I am just glad that somebody (you) were able to have your complaint heard and got your money back. I do have to say that I am surprised at that.

I understand. I am a believer in complaining though - I use to not be, I didn't like to "make waves" - but then my husband made me realize, it was people like ME (how I use to be) that made it easier for people that do complain to get something out of it.

It wasn't easy, it took 3 days & countless emails *and phones calls at the end* to get the money back, but I do believe I was "wronged" and I felt like I needed to stand up for me, if I don't - no one else is going to.

I work in insurance - I have for over 6 years now. I completely understand the CS world - I think that insurance tends to be the "be all end all" to what people consider terrible CS. I see so many people get what they want, even when I don't think they deserve it, just because they keep at it and keep going up the chain.

While I agree - CEO man never saw my emails, someone slightly higher than a line CS Rep (eventually) did, and it obviously made all the difference.