In the last month or two I have made a command decision. I am not going to settle for sub-standard products. If we purchase something, using our hard-earned money, and it does not meet our expectations, I am going to let the manufacturer know. Seriously — people have no problem walking into the wine shop and complaining that they didn’t like a wine so it must have been “bad.” (Not true: just because you don’t like something, that doesn’t mean it has turned.) I hear people at the bank complain about waiting in line (and rather nastily, I might add). I don’t think it’s ridiculous to lodge a complaint if the product really, truely does not perform — as long as the complaint is made in a courteous way. Considering the rising prices of foods and household goods, I feel well within my rights to demand excellence.
About a week ago, after yet another load of laundry where several items had to be re-laundered because stains did not come out (even after pre-treating), I decided to write to Proctor & Gamble, the maker of Tide detergent which I had been using. The stains weren’t anything crazy. They were basic food stains created by two messy little boys: ketchup, chocolate pudding, spaghetti sauce, etc. I went to the Tide website to contact the company. I included the size of the detegent I’d purchased as well as the UPC code. I very politely expressed my disappointment with the product, noting that I had been a loyal Gain user but decided to give Tide a shot because I’d purchased it on sale. I wasn’t mean, I wasn’t accusatory. I asked if perhaps they’d recently changed formulas or if there was a bad batch, and also said that I was sorry I could not recommend the product to my friends and family because I do use and enjoy many other P&G products. I wrote the e-mail on a Saturday and that Monday I received an e-mail response back, saying that there would be a postal mail follow-up. Today I received a $5 coupon for Gain detergent (also a P&G product, in case you were wondering). I was very happy about this and it makes me feel like I am valued as a customer. Sure, $5 might be a drop in the bucket to Proctor & Gamble, but it is good enough for me. Basically, it gives me the money back on the Tide I was not happy with and allows me to puchase my detergent of choice. I was proud of myself for making my dissatisfaction known in a firm, yet polite way and getting a result.
So the moral of this story: don’t be afraid to complain! It doesn’t matter what the product is, if you are not satisfied, let the company know. Say you prefer to write with Bic pens, and you buy a package that is faulty. Send them an e-mail! Any corporation worth their salt will send you a coupon at the very least, as long as you thoughtfully explain the problem and are not obnoxious about it. It might not seem like much, but I think it’s going to matter more and more in this slow economy. Don’t throw your money away and don’t feel like you have to settle.
You’re totally right. It’s also useful to specifically ask for what you want (a refund, a coupon, etc.). I recently had several diapers in a package with Velcro tabs that weren’t attached correctly — definitely a manufacturing problem, you couldn’t fasten the diaper unless you used tape. I e-mailed them requesting the equivalent of a free small package of diapers and they sent me a $10 off coupon. You can bet that helped me stay a loyal customer.
Having just finished ringing three companies, for various problems, I wholeheartedly agree. If I have any problem with a product, I ring the free phone number most of them provide, and generally (except for one crummy company who said thanks and hung up, thanks colgate-palmolive, I’m talking about you) I get a voucher to replace the product, and more.
There’s a Buffalo Wild Wings in my hometown. I’ve been wanting to try it sometime. Sounds good … sorry to hear that you only thought it was OK. I’m curious what they’re like.
I *completely* agree with this entire blog entry. I’ve been writing companies here lately, actually, because I think that the whole frugality thing has really hit home with me! We’re paying for all of this stuff, and products should WORK. Prices are going up. I wrote Welch’s because a box of their fruit snacks was all dried up and shriveled and I had to throw it away. They sent me a bunch of coupons (including one for free fruit snacks!). I wrote Playskool because their diapers (sold at CVS) suck!!! I also wrote Disney Press because a “Little Einsteins” book of stickers had a faulty page (we couldn’t use the stickers). I’m all about coupons these days. I’m not writing JUST to get coupons, but I really do think that products should work and that companies need feedback.
I have done this a lot… 3 or 4 times we have bought a case of soda and one or 2 of the cans are leaking… called coke and dew and told them and sent us money to get a new pack… just did it 2 weeks ago about a Green Giant item that I bought that just wasn’t right… wasn’t cheesy etc… and it was to be a cheesy item… they sent me 2 vouchers last week… But I have also called for coupons… some will do it… others won’t… kind of sucks since we don’t get the paper… but oh well…