Cheers
& Jeers
Even with the best
companies, problems can occur. We understand that and work with
companies to achieve fast resolutions.
“Cheers”
are awarded when a company goes above and beyond to help resolve
an issue with Dear Consumer.
“Jeers”
are given when a company displays extremely poor customer service
or refuses to work to resolve an issue with Dear Consumer.
Cheers
to hhgregg
for resolving this issue!
Issue–
Client “D” made an extremely large purchase at one
of their locations. After that, he had some questions about assembling
one of the items, and also inquired about a return and delivery
status. He was made to wait on the phone, felt he had to jump
through hoops to resolve this and had an extremely poor customer
service experience. As a result, he cancelled his entire order.
Solution–
Kudos to hhgregg on this one, because this is by far one of the
fastest responses I have ever seen to one of our letters. We sent
a letter to the hhgregg offices explaining the problem and requesting
for them to contact the consumer. Literally within a few hours
of our letter, Client “D” had received calls from
several local and regional personnel. In this case, the situation
wasn’t about a refund. The consumer just wanted an explanation
and an apology, and he got them.
Cheers
to Time
Warner Cable for resolving this issue!
Issue–
Client “V” was going through a transition from an
old cable company to this new one. He was particularly frustrated
with the changeover to the Internet service and the on demand
movie options. He complained of slower connections to e-mail and
a general lack of answers to his questions. We were especially
sympathetic to him because the feeling that you could loose all
of your saved e-mail messages during a cable company transition
is very scary.
Solution–
In this instance, we wrote a letter to the local office and it
was immediately forwarded to their Corporate Office. The consumer
received a very nice letter of apology and answers to all of his
questions. Interestingly, over the past few months, we’ve
received a few more consumer complaints of a similar nature, because
this transition affected so many people. We’ve monitored
things and are happy to report that Time Warner Cable quickly
resolved all consumer issues.
Cheers
to The
Home Depot for resolving this issue!
Issue – Client
“S” wanted to have several locks changed and new keys
made. He waited an extraordinary amount of time in the store,
only to find out later that the keys and new locks didn’t
work. He ended up having to purchase a new deadbolt as a result.
He also had a very poor customer service experience with one of
the employees.
Solution –
We sent a letter to The Home Depot explaining the problem and
requesting a refund for the new lock that had to be purchased.
We were blown away by their quick and positive response. Within
one week, Client “S” received a call from representatives
at the local store and the Corporate Office. They offered a very
sincere apology and gave Client “S” a 10% off coupon
and a $50 gift card.
Cheers
to
Red Roof Inn
for resolving this issue!
Issue – Client
“J” was on vacation and had a room reserved at the
local Red Roof Inn. Extenuating circumstances caused her to arrive
very late at the hotel. She did have a room reserved, but was
told that her room had been sold to another guest. She was given
poor directions to another hotel and had to pay for her own room
there, even though Red Roof Inn’s policy says otherwise.
Solution –
We sent a letter to the Red Roof Inn explaining the problem, citing
their policy and requesting a refund for the other hotel room.
Acknowledging their error, a check was immediately cut for Client
“J” to refund her for the alternate hotel that she
had to pay for. Our office also received a very nice call of explanation
from the hotel’s General Manager.
Cheers
to
U.S. Cellular
for resolving this issue! Back
to Top
Issue – Client
“D” had a cell phone with them and wanted to cancel
his account. The only way to cancel an account was online, but
he had lost his login and password. There were no parameters to
correct this error and retrieve the password, according to the
company. He spent three months trying to resolve this issue and
cancel his account.
Solution –
We sent a letter to U.S. Cellular explaining the problem, requesting
a refund for the three months and suggesting a change to their
online protocol. Less than one week later, U.S. Cellular contacted
Client “D” and cancelled and credited the account.
Their call to the Client “D” came directly from their
Executive Offices.
Cheers
to Alamo
Rent A Car for resolving this issue!
Issue – Client
“V” rented a car while on vacation. He later returned
the car in the same condition. One month later he received a $600
bill saying he had damaged the vehicle. Client “V”
was adamant that he was not responsible for the damage. He was
turned into a collection agency and his telephone calls were not
returned by the company.
Solution –
We sent a letter to Alamo explaining the problem and requesting
an investigation. One week later Alamo determined that the person
who used the car after Client “V” was actually responsible
for vehicle’s damage. Client “V” received a
nice letter of apology and three free vehicle rentals.
Cheers
to ADT
for resolving this issue!
Issue – Client
“E” had been paying for his home security system for
over one year. Suddenly he was told that he never had service
in the first place, even though his checks had clearly been cashed.
He complained repeatedly and was then told that his account could
only be credited for one month.
Solution
– We sent an e-mail and letter to ADT on behalf of the client.
Less than one week after our correspondence, Client “E”
received a written apology and his account was credited the full
$494.
Cheers
to First
Energy for resolving this issue! Back
to Top
Issue
–
An electric company field worker accidentally caused a power surge
into the home of Client “G” and it ruined his refrigerator.
Repeated calls by the client to First Energy/CEI seeking a resolution
were not returned and an insurance claim that Client “G”
turned in to them was denied.
Solution–
We wrote a letter and called First Energy on behalf of the client.
Less than one week after our correspondence, Client “G”
had a $1,300 check hand-delivered to his house, along with an
apology.
Cheers
to A
Chimnee Cricket for resolving this issue!
Issue–
An improperly installed fireplace caused Client “S”
a number of problems, including a flood in her basement and major
damage to her house. The client could not get a response of any
kind from the company, so she called us.
Solution –
Because of the seriousness of the issue, we partnered with an
agency in order to handle this one. After letters from our office
and a telephone call from the State Attorney General’s Office,
the company finally agreed to settle the matter. Client “S”
received a monetary settlement.
Cheers
to The
Cheesecake Factory for resolving this issue!
Issue
– Client “D” ate dinner at this restaurant and
asked for her leftovers to be boxed up, so she could take them
home. When she got home and opened the box, someone else’s
meal was in there. Client “D” called the restaurant
twice and got nowhere.
Solution –
We called the restaurant and Client “D” received a
$25 gift certificate within two days. The restaurant also sent
a very nice apology letter.
Cheers
to Sony for
resolving this issue! Back
to Top
Issue
– Client “A” purchased a baby monitor, but it
stopped working after a few months. The retail store could not
do anything and referred him to the manufacturer. Sony’s
initial response was for the consumer to return the monitor to
them and go without one for approximately two weeks until a replacement
could be mailed. Client “A” and Dear Consumer found
this to be unacceptable.
Solution
– We sent a letter to Sony, over Client “A’s”
signature, and a replacement baby monitor was issued immediately.
Client “A” also received a very nice message from
the Executive Offices at Sony with an apology.
Cheers
to America
West Airlines for resolving this issue!
Issue – Client
“C” experienced a flight cancellation, another flight
delay and was forced to spend $60 on unplanned shuttle trips as
a result. She could not get the resolution she wanted.
Solution –
Less than one week after our letter, Client “C” received
a $100 gift certificate towards future travel. Our office also
received a very nice telephone call from the airline voicing their
belief in strong customer service.
Cheers
to Molly
Maids for resolving this issue!
Issue – Client
“M” complained of her bathroom not being thoroughly
cleaned on several occasions. Although she spoke to the company,
she was not satisfied with their proposed resolution.
Solution –
We wrote a letter for Client “M” over her signature.
Within one week, she received a letter of apology, an offer to
re-clean the bathroom and full refund for the most recent cleaning.
Jeers
to Chrysler
for not resolving this issue!
Issue – Client
“D” complained of a brand new car being sent to the
shop ten times in less than one year. This was a rather unique
situation. It appears that the dealership attempted to fix her
car each time it was in the shop. And although both Chrysler and
a dealership representative responded when we wrote them a letter,
they simply did not want to accept responsibility for a potentially
unsafe vehicle.
Solution –
Based on the possible violation of the State Lemon Law, we referred
the client to an attorney. A lawsuit is now pending.
Cheers
to Target
for resolving this issue! Back
to Top
Issue – Client
“P” ordered fragile merchandise online. It arrived
shattered and with poor packaging twice. Client “P”
spent days on the telephone trying to get this resolved and his
money refunded.
Solution –
One week after we sent a letter to Target, Client “P”
received a full refund, merchandise equivalent in price to his
original item and an additional $40 in gift certificates.
Cheers
to Charter
One Bank for resolving this issue!
Issue – Client
“O” cancelled his bankcard when it was stolen. Yet
he had $900 deducted from his checking account when the bank did
not cancel his card properly and his card was used fraudulently.
Client “O” spent fourteen days trying to get this
resolved.
Solution –
Client “O” had his full $900 returned to his bank
account within two hours of our letter being faxed.
Cheers
to Best
Buy for resolving this issue! Back
to Top
Issue – Client
“C” was supposed to receive a $40 rebate following
a purchase. He filed for the rebate and spent fifteen months writing
to their rebate center and received nothing.
Solution –
Three days after we sent a letter to Best Buy, Client “C”
received a $100 gift card.
A special “Jeers”
to their Rebate
Headquarters for making a customer spend countless
hours of their time and fifteen months trying to get his rebate.
Cheers
to Scholastic
Books for resolving this issue!
Issue – Client
“S” purchased enough books to receive free shipping
and 1,000 Scholastic bonus points. Instead she was told to choose
between them. She chose the free shipping with her order.
Solution –
Client “S” received 1,250 Scholastic bonus points
the same day that our letter was faxed.
Cheers
to Columbia
Gas for resolving this issue!
Issue
– Client
“M” spent eighteen months trying to get a gas meter
installed on the outside of her house. She wrote numerous letters
and spent hours on hold on the telephone.
Solution
–
Within one week of our letter, Client “M” received
a letter of apology, a telephone call of apology, an $85 credit
to her account and an outside gas meter was installed for free. Back
to Top
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