Sh!t in the foyer

I have had mixed results... depends upon the product, the company you are dealing with and how high up the management chain you can get...

I was able to get my mother a new car after her new car of 15 months proved to be a complete lemon (51 page workshop service history)...

I have also had a brand new $2,600 TV replaced because I was not happy with some artifacts in the picture...

However, I was unable to get anything sorted when our 2yo expensive front loader washing machine developed chronic rust in the panels - despite it having an extended 5yr warranty.

I have also been unable to exchange a pair of shoes where the sole came off after about 10wks. They claimed I was not taking them off properly... (in this case I just gave up as the sales attendent was useless and I couldn't be bothered to wait any longer for a manager).

I think it's important to remain (professionally) polite, yet increase your resolve as you progress the discussion. I think they expect you to turn on your heel after they have told you that they cannot (will not?) help you for the second time. Oh, and I always ask for their name... and for larger claims (eg car) keep records of all correspondence or dealings with them.

You only hear about customer service stories when people have something to complain about...

For once iv'e actually had a customer service experience i have to tell everyone about for all the right reasons.

Iv'e now had an iPhone for 4 months when the sound stopped working. Took it to an apple store, spoke to a tech support guy and walked out with a warranty replacement 10 minutes later.

Of the 3 computers and 2 ipods iv'e had over the last 10 years (including a mini ipod for 6 years) this is the first problem iv'e had with their products, i couldn't believe how well i was treated as a customer or how quickly they sorted out the problem

after the mess you around for a bit tell they are starting to sound like a dodgy used car salesman.