What I do.
Always, always, always be polite. Give them no reason at all to complain about your behaviour, hang up, anything. Keep records of all your contacts with the company, with names, dates, times etc wherever possible.
After you feel you've made the your effort to resolve your problem with their usual procedures, escalate fast. Take your complaint as high as you possibly can - complete with the above details. If you can get an email or direct postal address for the MD/CEo, take it to them. If you have to post somehting, have it couriered or registered delivered to their office - not only does this make sure they got it, it's also intimidating.

If someone sets up a QOTW for complaining and getting a refunds, I'll tell the story of how my sister got a refund out of RyanAir, despite it being their company policy NEVER to give refunds. It's impressive.
(davywavy, Tue 8 Sep 2009, 12:07, 1 reply)

^Agree^
I would also add giving an indication of the finacial impact that it has had on you - as an example - I had a problem with a citrusy mobile phone company which meant I had no email on my blackberry for 5 days - I explained that I run my own business and whilst I couldn't quantify the loss of business given how much of our enquiries come via email I must have had some level of loss. I got six months free line rental/minutes.

Careful wording that gives a polite hint of further action/ media coverage (never threaten) can also work when you have managed to finally get through to somebody who is a decision maker. You were having dinner with a friend who happens to know a journalist and the problem you're having came up in conversation... he's suggested you get in touch about (problem)... you don't want to... haven't got the time... must admit am getting tempted given how long this is taking to resolve/ how much of a problem this has been... etc.

Speak more in sorrow than in anger "really disappointed... been a customer of yours of XX years... don't want to switch as it would be such as hassle... I am sure you understand how I feel...but if you were me and this had happened to you what would you do?"

Companies are taking more notice of websites like tripadvisor so posting details of your bad experiences in the forums of sites like that can also work - some companies now monitor the content and contact posters that they consider to be influential and give them freebies to shut them up.

Clever companies are able to turn complaining customers in to advocates for the brand if they compensate them in the right way or go out of their way to resolve the problem quickly and efficiently - it isn't always £ - some people just want to have been heard, recognised and understood.
(lkjshaglkasjdhglkhjz lkcvl; g;aodh;owih, Tue 8 Sep 2009, 13:58, closed)