Dewdney hopes that the new edition of the book will help people assert their increased legal rights and not be fobbed off. Consumers are now protected buying downloads for example. With a section on typical fob offs and how to deal with them, as well as covering the many consumer Acts of law, advice, real life examples of complaints and templates, the guide to complaining effectively has been well received.
Paul Lewis, financial journalist, says
“Buy this book. And next time a shop or bank or holiday firm fails you, take it off the shelf, find out what to do, and complain. Always write (“I don’t do phone calls”), quote the law they’ve broken (each section begins with a thorough guide), state clearly what you want (everything plus compensation), and end the letter with your next step if you don’t get it (right up to court action). How to Complain is by turns homely and thorough. Helen Dewdney has complained about every kind of poor service and, from what she says, always wins. She knows precisely what her rights are and how to get them. How to complain is in itself a model. The title is accurate. And it delivers what it promises. It should strike fear into any firm that doesn’t.”
Remember Calmer Cat? She bought The Complaining Calf a birthday present. A walking roaring dinosaur. Except it didn’t roar. One very disappointed 6 year old. This dinosaur wasn’t just any old dinosaur this was a Marks and Spencer’s dinosaur. I looked on line to see if I could get another one, nope. None in Bluewater and none in Lakeside, our two nearest places.
So, I knew I’d get my money back. Obviously. But The Complaining Calf did want a replacement. So, I tweeted Marks and Spencer. I said I had a very disappointed 6 year old. They spent two days searching the country for a replacement. Now, why they couldn’t just type in the stock number and have all the M & S shops come up on the system in a few minutes I don’t know, but they did keep coming back telling me that they were still looking. But then, their online feedback/complaint process is utterly appalling too. (Not the people, the system).
They didn’t have one anywhere in the country! But while they were looking they said they would send a present to The Complaining Calf to say “Sorry”. They sent him this:
It had to be put together. The Bull helped with that. he said the instructions were rubbish. Make of that what you will……
Look at those scary teeth. I could cope with the instructions for that bit….
Anyway, I thought that was pretty good service and really going the extra mile. One cynical person said that perhaps my reputation went before me and got in their first….! Possibly, 🙂 but even though I am highly cynical, I haven’t (yet) written a post complaining about them, my ego isn’t big enough to think that Marks and Spencer staff read my blog! Who knows??? But I did think it was pretty good and so did The Complaining Calf. The only things about this though, is that that child is going to have a very distorted view of customer service as he grows up…….
This is the Calmer Cat in a presentation:
Alternative Dispute Resolution – approval and oversight in the loosest sense of the words…