You've talked with customer service twice. No luck...is it wrong...

[WillParkinson]

To ask to speak to a supervisor the next time you call?

[La Lioness Priyanka]

yes!

i mean ask for the supervisor...i manage cs and i expect people ask to speak to the manager after their first unsuccessful call

[GOPisEvil]

1. Hell no it isn't wrong.

It's your right as a consumer to receive satisfaction. YOU are paying the bills, right?

EVERYBODY has a boss. :-)

[Lefta Dissenter]

2. not at all!

I've done it plenty of times. You may not GET anywhere, but it's always worth a try. (I just did it last week, for help with my TaxCut program)

[WillParkinson]

4. I'm doing it with an item I ordered from Quickbooks.

We ordered a card swipe device to attach to our laptop for the shows and we paid for 3-day delivery. A week later we haven't gotten the item.

I called customer service and the first guy that I talked to told me that it had to be 'programmed' which made no sense.

I called back later and talked with a woman who insisted that we had not paid for 3-day delivery but standard delivery. It took me 62 minutes (most of it on hold) to prove her wrong (which I did successfully). Then she tells me that we'll have it in 4 business days. I was so frustrated that I just said fine.

Today, however, I'm ready to talk to someone again and want to have it taken care of post haste.

[madmax]

3. When you talk to a c.s. agent

always ask for their name or id number. I've gotten better results when I get a name. Just my 2 cents. ;) And yes I would ask to speak to a supervisor if I haven't been helped by 2 prior calls.

[WillParkinson]

5. My friend, Marc, told me that, too...

Unfortunately I get to the frustration point very quickly and forget to write it down.

I'm sure the guy who answered my call the first time was not being truthful.

The woman never said it had to be programmed. She said there was a backlog in shipping. If that's true I understand it but is that my problem? I paid for 2-3 day shipping and a week later I don't have my item.

[madmax]

10. Start your call off with

Good Morning or whatever and politely ask, 'and your name is?' Write it down and then go on from there. You've gotten their name before your frustration kicks in and they know, you know who they are. My husband is in sales - for what it's worth ;)

[Gman]

6. Absolutely. I used to be a call center manager

and I'm saying that's exactly what you need to do.

[SheepyMcSheepster]

7. yes, ask to speak to a supervisor

i used to work for a DSL call center and we could not escalate a call until a customer uttered the magic words "can i speak to a supervisor". Please keep in mind that most of the people answering the phones are not really trained to help you, they are trained to get you off the phone. most likely they work for a call center company that works for the company you are doing business with.

Firm but polite gets you alot farther than acting like an ass.

[WillParkinson]

8. I'm always polite...

I think that's part of the problem.

My biggest peeve is when they say they have to try to help me first. I understand their point (really) but I don't want to get angry with anyone.

[Ruby Romaine]

9. write/contact the Pres/CEO of the company

It works for me!
I do that when I'm feeling frustrated about a consumer problem, it often works!

[PDX Bara]

11. Go to the top

A few years ago, after months of attempting to resolve the settlement of a hospital billing that I did not owe (I had paid it in full!), I found out the name of the administrator and sent a certified letter describing the situation and all the attempts I had made to correct the situation. I was lucky they hadn't sent it to collections. They would have had a lawsuit on their hands had they ruined my nearly pristine credit rating.

[geniph]

12. I have much better luck when I write

even an email usually gets you someone with more expertise/authority. The folks who work in call centers are usually pretty low-level as far as either expertise or authority.

Write a letter. CC the Better Business Bureau or your local newspaper's consumer troubleshooter, or any relevant regulatory agency.