> Don't hold your breath.It took me several weks of calling and complaining
> and threatening legal action to get a call from my Zone Rep last year.
>
I have a relative that was CC a zone rep in the NE United States.
Some of the war stories from HIS side of the fence are hillarious.
His position was to look for true substance in a customer's claim.
It doesn't take much skill to put yourself in the calm customer's shoes.
A calm person who can clearly explain their situation, is
more likely to reach a satisfactory outcome. Press the "good"
buttons that will make your rep WANT to help. Be friendly.
Explain how much you love the brand, but had some bad luck, etc...
The customer who is threatening legal action before you meet
them, is usually not the one you want to to help. Large
companies Like CC have standing agreements with law firms
to fight their court battles at pre-determined (discounted) rates.
They have deeper pockets for legal fights, yet have people that are
paid to listen to, and resolve your problems without "turning it over to
legal".
If you are an attorney, that can spare the billable time, it is a different
story, but generally speaking, your situation is not the first such problem
your zone reps have encountered, so be sure and take the time to
effectively communicate your issues to each new person you contact..
Use plenty of patience. Take plenty of notes and be persistent.
It does't hurt to know the TSB's that might apply also.
If you have exhausted all other avenues, legal counsel is still an option.
MV
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