Haggling With Customer Service When Things Go Wrong

Haggling With Customer Service When Things Go Wrong

Range Govindan
Feb 3, 2011

It's probably happened to you. You order something and end up getting something else. This isn't that big of a deal when it's a small item, but what happens when you end up getting the wrong appliance? This recently happened to us, as we were purchasing a new range stove for our duplex. Things went awry, but in the end, we managed to save some money.

We purchased a gas range stove from Best Buy and had it delivered. We were surprised to find out that it was an electric. The delivery men were surprised as well and took it back. After haggling with Best Buy's customer service, we ended up getting a rebate on the final installation of our gas stove. Sure, the mistake was theirs and it was a bit of a hassle, but we ended up saving $70 on the installation fee of the gas range. Since the stove that we bought was already on special, this netted us a significant saving of $248, about 55% of the MSRP plus the usual installation fee.

1. Be angry but in control When you are talking to customer service, don't lose your cool. Stay focused, be somewhat angry, but stay in control.

2. Don't be afraid to haggle Usually, the customer service department of any big box store has got some leeway when it comes to pricing. You won't hurt their bottom line by haggling and trying to get stuff for free for the inconvenience.

3. Make sure to explain your situation clearly It's important that the other person on the phone realizes the extent of the mistake that was committed and tries to resolve this grievance.

4. Speak to the manager/supervisor If things don't seem to be going your way, don't be afraid to speak to the supervisor in order to get things done.

5. Threats are useless If there's one thing that you need to avoid, it's making threats. Don't go down this road and try to keep focused on the issue.

(Image: Flickr member TruckPR licensed for use under Creative Commons, Flickr member Wallyg licensed for use under Creative Commons)

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