On Tuesdays, I post a picture and just a few words.
Mr. FG uses this Thermos travel mug to bring a beverage to work every day, and while we’re really happy with it, there’s a small design flaw, where the small round plastic piece on the lid button falls off.
Before I could glue it back on, the piece got lost.
<sad trombone>
I called Thermos, and the representative initally hedged and said this wasn’t a warranty issue. But I gave a little bit of gentle resistance*, and she begudgingly said she’d send me one, but this was the only time.
So, we got a new lid. Ta-dah!
Thermos really should glue these pieces on better, though.
And if this new button cover falls off, I’m going to be more prompt about gluing it. 😉
*It’s worth noting that gentle, polite insistence usually gets you much farther than abrasive insistence. Not to mention it’s the kinder option anyway!
P.S. Don’t forget to enter the Money Making Mom book giveaway, which closes tonight.
Savannah @ The Budget Prepper
Tuesday 1st of December 2015
I almost always either call customer service or write a (positive and kind!) letter when I am dissatisfied with a product and/or service. I don't do it to be a tattle tale, but I feel like how can they (employee, management team, etc) fix an issue if they aren't aware of it in the first place?! If I owned a company, I would want to know what my customer base thought, both negative and positive. I almost always receive a letter back, and sometimes a gift card or coupons...win win!
KatieD
Tuesday 1st of December 2015
Try online too! Not sure if every company has an online complaints area but if they do they are often easier to deal with! I think they must have easier replacement policies. I've had success with this route on a number of occasions. Plus it saves the time making the phone call.
Stacy
Tuesday 1st of December 2015
BEST MUGS EVER!!!!!!!!!!!!! We have both had ours for years and use them multiple times a day. I've never had an issue with the lid, but I'm tickled pink to know that if I do, I can get it fixed. Hooray!
Kristen
Tuesday 1st of December 2015
Yes. If your button ever falls off, GLUE IT BACK ON. Right away. Don't be dumb like me!
Jennifer B.
Tuesday 1st of December 2015
Oh, my goodness, yes on the gentle resistance. As a library clerk who helps with their library accounts (fines, overdue materials, etc.), it is so, so much nicer to work with people who are polite. Sad to say, I'm much more resistant to people who come in demanding, sometimes yelling, about their accounts. I do try to be consistent, but it is much easier to say "yes" to somebody who is polite.
Carla
Wednesday 2nd of December 2015
Yes! I worked at a public library in high school and college. I couldn't believe the people who would get really angry at me over a 5 cent fine. I definitely remembered them when they came in next time...
WilliamB
Tuesday 1st of December 2015
Here's one way: "You really don't want to replace this? Maybe you could reconsider. It would not cost you much to do so; if you did you'd have a happy customer and likely earn my loyalty because your cups are pretty nice. But if you don't then you've lost a customer over a very small thing. If that's something that's hard for you to do - I know that first line customer service personnel aren't given all the authority they should have - perhaps I could talk with your supervisor instead. Thanks."
Kristen
Tuesday 1st of December 2015
Yes! This is a good pattern. And politely asking to speak with a supervisor is a trick I use frequently. Sometimes just mentioning that brings about the result you want, or sometimes you do get transferred to the supervisor and the supervisor can help.