#21

This is really boring:

Booked Stansted to Split for June last year. Got cancelled due to the 'rona, rebooked for June this year. In January they stopped doing the route out of Stansted so moved my flight to fucking Gatwick at unreasonable o’clock in the morning. I asked for a refund then but they said since I’d used a voucher (to move the first cancelled flights) that they could only refund to another voucher. I said that’s not good enough because the route literally doesn’t exist any more so what am I going to spend the money on, 713 tiny cans of Coke from the trolley that I won’t be able to buy things from because the flights I need don’t exist any more??? They said tough titties, that’s our policy.

So now I’ve emailed their CEO. Also today they cancelled the Gatwick flights too.

1 Like
#22

Never done it but sometime back around the dawn of time I worked for a large British company and every so often someone somewhere would have this bright idea (except with an actual letter because there were no Geriatric Millenials with central heating in those days) and it would always result in all standard procedures and compensation guidelines being thrown out the window while some jumped-up middle manager stood breathing down your neck until Dr Gammony Ballbag got whatever he thought he was due.

Basically, it works.

1 Like
#23

More than one person in the thread finding James Murdoch helpful so far.

1 Like
#24

that’s Dr Epimer to you

8 Likes
#25

I wish I’d done that deliberately!

#26

basically emailed, called, pestered every social media account for UPS but they do not give a fuck and i’m never getting my money back.

2 Likes
#27

I did it with a bus company after the response to my initial complaint was basically rejected and I was made out to be a liar. When I contested that, I was ignored.

The main man was more than happy to help and compensated me with two weeks free bus travel but they sent a form which I had to show the driver to claim it so I didn’t bother. Thought I’d out myself as a complaining wanker and buses would start driving past me.

#28

It was Thomann, the German music equipment supplier

And yes

I actually called old man Thomann on his mobile, disturbing his golf game

20 Likes
#29

I complain to Domino’s when it’s shit too. Usually get a refund but sometimes they say the amount has been credited to my address and it it can be used if I phone my order in.

  1. I don’t like phoning
  2. They’ll probably spit on my food
#30

I managed to get a full refund of about £1400 from a travel agent/airline for tickets to go and visit my sick dad in Israel as he died suddenly 5 days before my flight and was buried with 24 hours.

It took about 2 months and several making-people-feel-very-guilty-over-the-phone calls

#31

I haven’t done it but I used to work in customer service and one of our workstreams was for dealing with complaints to the ceo or other higher ups. Generally this was something that you had to be seen as reasonably competent to be assigned to, it was only done by the in-house staff, not the outsourced team, and they got more time to deal with each complaint.

Obviously don’t go into it expecting to actually speak to the ceo or anyone who works directly with them, but it probably is worth doing if you’re having trouble getting what you need through the general customer service route, as you’ll probably get through to someone who is incentivised to actually help you rather than just reply to your email in the least possible time.

1 Like
#32

Did it once when I’d exhausted all other avenues. Worked immediately.

#33

My first job out of university was selling ad space in b2b publications, inflight magazines etc.

I was assigned to an oil industry magazine and the point was that you always had to get through to either the Marketing Executive or the CEO - the decision maker who could sign off

There were some very dark arts involved but ultimately it’s not as hard as you think, people will give you massive amounts of info if you ask them with a certain directness

#34

No, I value my dignity over my customer service experience

5 Likes
#35

Found the ol’ emails

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1 Like
#36

Our CEOs would occasionally respond to the odd customer email here and there, but they’re not very well placed to deal with most of the stuff customers complain about really.

There was a story about how a customer somehow managed to get through to the CEO’s PA and was having a go at her, and the CEO at the time went over, took the phone and told the customer to go away and not shop with us again. :+1:

1 Like
#37

Listen Froglet, do you really want to be the person to take this decision over your boss’s head? Do you really want to be the one person that stands in the way of this opportunity for your business and your colleagues? Let me ask you Froglet, honestly, do you really want to hand this market advantage to your rivals? Hmm?

Of course I can hold while you put me through, thank you

#38

Thanks for getting in touch, I’ll pass your feedback to the relevant department

2 Likes
#39

Hi again Froglet we got cut off there, you were just putting me through

1 Like
#40

Yep done this with BT, not for a refund but after being hugely overcharged and customer service being incredibly unhelpful. Got things sorted quickly via the CEO’s PA - though this was about 11 years ago now I reckon.