Sometimes, the company won’t budge
I try to help readers resolve customer service disputes. But in some cases, companies insist they’re right and the customer is wrong.
Here are three examples of companies refusing to budge, despite the prospect of media exposure. You decide who’s right and wrong.
MCDONALD’S: Brian Wood got a $20 gift card for Christmas, but found it didn’t work on the two days he tried to use it at his local Mcdonald’s outlet in Vancouver. (He did get a free lunch.)
The card was valid, he was told when calling a toll-free number on the back. But it was refused a third time.
Mcdonald’s replaced the card, but Wood felt he deserved a little extra for the time involved in fixing the mistake.
“It’s not easy to reach customer service at Mcdonald’s. Calls are never returned and when you ask for a supervisor, you’re told she’s in a meeting. They want you to hang up and go away,” he said.
Spokeswoman Stephanie Sorenson apologized, but said the resolution was appropriate and timely. You be the judge.
Dec. 29: Wood called Mcdonald’s. He had to send back his card by mail.
Jan. 9: Mcdonald’s sent him a new card by courier.
Jan. 13: Wood called to say he hadn’t received the card.
Jan. 16: Macdonald’s fixed the address and sent another card by courier.
“All they had to do was throw me a bone — say, sending me a $30 card instead of just replacing the $20 card my girlfriend gave me,” he said.
SAMSUNG: Agatha Filion bought a 55-inch Samsung TV from Best Buy online last May. It was deliv- ered and stayed in its box until November, waiting for the family’s move to a new home.
“My husband took out the TV. When he turned it on, he realized the screen was broken,” she said.
Samsung asked for photos, but refused to send a technician to check the TV.
“We are unable to cover the damage under warranty,” said spokeswoman Jennifer Groh. “Our policy requires a customer to report any damage within 48 hours of purchase or delivery.”
Filion said she bought in May because Best Buy had a great deal on the TV. Her husband was asked to check its condition on delivery and did so.
“It was all wrapped in plastic and didn’t appear damaged. There was no way of knowing it was damaged unless the TV was turned on. Unfortunately, we didn’t do so until November.” Since repairs would cost more than the TV was worth, Best Buy gave Filion a $250 gift card to use for a replacement.
THE BRICK: Steve Stojanovich was buying a TV for his 91-year-old father. He told the salesman he wanted “good and loud audio.” The sound was bad on the TV he bought, a Haier LED model. But when he went back to the store, the salesman said all TVS had the same problem. Two days later, a store manager called to offer a credit and suggested buying a sound bar for the TV. Leeann Dellaire, manager of dispute resolution, said Stojanov- ich was “verbally abusive and physically threatening” when denied a refund. He admits to raising his voice, but denies he was aggressive. “I didn’t know that all new sets were built with lousy audio until after they had my money,” he told me. “The salesman did not meet my clearly stated, specific needs.” He was offered two options: A credit for what he paid ($816.99) to use for anything in the store; or a refund of $659.24, which included a 20 per cent restocking fee. The Brick says it has the right to refuse return or charge a restocking fee. Keep that in mind if you expect to get a full refund. Ellen Roseman writes about personal finance and consumer issues. You can reach her at eroseman@thestar.ca.