LA Good Questions: How to Deal With Customer Service Calls?

LA Good Questions: How to Deal With Customer Service Calls?

Grace Shu
Feb 21, 2008

Right now, I'm spending a week in Texas, visiting my sister, brother-in-law, and baby nephew. (You may remember them from their past issue with their console table) Yesterday, when sifting through their mail, they received a rather large bill from their new satellite provider, DirecTV. Turns out, DirecTV accidentally charged them for a DVR service that they never ordered!

After spending an hour on the phone and being shunted to six different customer service reps, my brother-in-law managed to get 1) really peeved and 2) a partial refund for a $200 mistake they didn't even make. After hanging up finally, he rolled his eyes and said, "I just wanted to get off the phone. That was a nightmare."

Considering all the services that we need--phone, cable, modem, etc--I'm sure that some of you (if not all) have gone through a similar customer service experience. So what are some your tips on how to handle these situations? Has anyone found anything to be particularly effective?

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