Gentle Insistence = New Thermos Lid
On Tuesdays, I post a picture and just a few words.
Mr. FG uses this Thermos travel mug to bring a beverage to work every day, and while we're really happy with it, there's a small design flaw, where the small round plastic piece on the lid button falls off.
Before I could glue it back on, the piece got lost.
<sad trombone>
I called Thermos, and the representative initally hedged and said this wasn't a warranty issue. But I gave a little bit of gentle resistance*, and she begudgingly said she'd send me one, but this was the only time.
So, we got a new lid. Ta-dah!
Thermos really should glue these pieces on better, though.
And if this new button cover falls off, I'm going to be more prompt about gluing it. 😉
*It's worth noting that gentle, polite insistence usually gets you much farther than abrasive insistence. Not to mention it's the kinder option anyway!
P.S. Don't forget to enter the Money Making Mom book giveaway, which closes tonight.
I think the most important take-away here is that procrastination rarely is useful. That's the message I need to get anyway.
Kristin, can you give me an example of what you would say to someone--some wording you would use when you kindly push back? We have been dealing with an issue with our house for several months. I keep calling the warranty department for our builder and asking for someone to come take a look, etc. I don't want to be rude or forceful, but I sincerely believe they are being unfair by not taking care of this. My husband is ready to give up and pay for someone else to fix it.
I would also be interested in knowing what "gentle resistance" looks like. I often have issues with our insurance, and can't stand confrontation.
Well, I think it's key to remain calm and polite while still being insistent about asking for what you believe you are owed. I think you can be polite AND a little bit forceful at the same time.
I think I said something like, "This is the second Thermos we've had that has had this issue despite me carefully following washing instructions. This really, really seems like a warranty issue because it appears to be a design flaw. Could you send me a new lid?"
If I get pushback when I'm calling, I might say something like, "Hmm, that doesn't make sense to me because see, right here in the warranty it says XYZ, so I think that means you should ______".
And it is SUPER helpful to ask for a supervisor when you feel like you are getting nowhere with the original person. Oftentimes that will bring about the desired result immediately, even without you speaking to a supervisor.
I think when you're dealing with an issue where you've had to make multiple calls and such and the problem still isn't fixed, it is totally ok to say that you are unhappy with how you're being treated, or that you're disappointed in the customer service. The key is just to remain non-combative and polite.
WilliamB had good suggestions here in the comments too.
Thank you so much!
We have three of these and LOVE them. We've never had an issue with the button. However, I have managed to throw away not one, but two of the plastic valves from inside the lid after washing dishes and thinking they were a piece of onion. Lol!!! Buying two new kids was $11, verses buying a whole new thermos for $25+
Those pieces are so small, aren't they? Oy. I usually wash them and then hang them on the scroll-y parts of my paper towel holder to dry. That way they're safe and out of the way.
I wish the gentle resistance route would have worked at Pizza Hut the other evening. About once a year we try to fulfill the Book It certificates, but if they call "NA" on an online coupon (even when ordering online, no less) it more or less is just paying for the personal pans. :/
resistance ≠insistence
ha 🙂
Love your approach! You get more bees with honey than vinegar!
Well, boo to the Thermos company for initially resisting stepping up and making this right. It's obviously a design flaw, like you said...and about the gentle insistence....I do wish my husband could learn the "more flies with honey than vinegar" approach. He has had more arguments on the phone with companies than I care to count, and I now leave the room when it happens. He is a loving and kind man, but something about the scenario just brings out the worst in him.
Here's one way:
"You really don't want to replace this? Maybe you could reconsider. It would not cost you much to do so; if you did you'd have a happy customer and likely earn my loyalty because your cups are pretty nice. But if you don't then you've lost a customer over a very small thing. If that's something that's hard for you to do - I know that first line customer service personnel aren't given all the authority they should have - perhaps I could talk with your supervisor instead. Thanks."
Yes! This is a good pattern. And politely asking to speak with a supervisor is a trick I use frequently. Sometimes just mentioning that brings about the result you want, or sometimes you do get transferred to the supervisor and the supervisor can help.
Often it is the case that the first level support person literally cannot give you what you want because ze does not have the authority or override codes.
I wish I could find my write-up of how I got Anchor-Hocking to meet their warranty. Their bowl lids warped despite being identified as microwave-safe. A-H tried to say the lids weren't covered by the warranty. It happened I still had the paperwork and could tell them "This is what your paperwork specifies. It just says 5 year warranty, don't use on stovetop, microwave safe. Nowhere does it say 'only bowls are warrantied.' " Then A-H tried to tell me the lids were made by someone else, therefore not covered. I said "Sorry. You are the seller, you and only you are responsible to me, the buyer." (Sidenote: A-H could have put the exception in the fine print, but didn't and - just fyi - still don't.) "I think it's time I talk with a supervisor because this is going nowhere."
(When you're pushy, first lines are usually happy to kick you upstairs, so you're out of their hair or so you can get the right outcome. Since this is what you want also, it doesn't matter what they think)
To the supervisor, I summarized the history and said "Now seriously, stop giving me the runaround. Not only is this a violation of law but it is not good customer service. Send me the lids. You know that you are required to."
And they did.
It's a little like dealing with children - you stay calm and polite (hopefully), but be forceful and keep pushing. Through strength of argument and sometimes sheer persistence and will, you can prevail.
Oh, my goodness, yes on the gentle resistance. As a library clerk who helps with their library accounts (fines, overdue materials, etc.), it is so, so much nicer to work with people who are polite. Sad to say, I'm much more resistant to people who come in demanding, sometimes yelling, about their accounts. I do try to be consistent, but it is much easier to say "yes" to somebody who is polite.
Yes! I worked at a public library in high school and college. I couldn't believe the people who would get really angry at me over a 5 cent fine. I definitely remembered them when they came in next time...
BEST MUGS EVER!!!!!!!!!!!!! We have both had ours for years and use them multiple times a day. I've never had an issue with the lid, but I'm tickled pink to know that if I do, I can get it fixed. Hooray!
Yes. If your button ever falls off, GLUE IT BACK ON. Right away. Don't be dumb like me!
Try online too! Not sure if every company has an online complaints area but if they do they are often easier to deal with! I think they must have easier replacement policies. I've had success with this route on a number of occasions. Plus it saves the time making the phone call.
I almost always either call customer service or write a (positive and kind!) letter when I am dissatisfied with a product and/or service. I don't do it to be a tattle tale, but I feel like how can they (employee, management team, etc) fix an issue if they aren't aware of it in the first place?! If I owned a company, I would want to know what my customer base thought, both negative and positive. I almost always receive a letter back, and sometimes a gift card or coupons...win win!