I can't count the number of times I have felt helpless in the face of bad customer service. AT&T often comes to mind when I think of my worst expereinces. Also my worst employment experiences as well. Ha, ha, ha.
But here's why I love Paypal: They have an arbitration proccess. Lets say you buy something online and it's signficantly different than they described or you don't get it at all.
You can file a dispute, present your case to Paypal. The company presents their case. The ball gets batted back and fourth online, sometimes documents are required, and then Paypal decided who has the best case. My most recent case involved a missing order. The company "helped" by educating me on their policies. Until, Paypal decided in my favor, sixty days later.
The company who really didn't care I haver got my order, certainly not enough to respond to my dispute through Paypal, suddenly started emailing me with "You have to pay for your oder." And of course, continued to educate me on their policy, until I informed that, education on policy is a loose definitioni of help at best. Also Paypal had decided in my favor and thus I didn't have to do anything. Upon which they suddenly got helpful. As in, lets try to track this down for you.
The order is still missing. Perhpas if the company had bothered to respond to Paypal instead of ignoring it (as they did me) said company would likely have won. Inother words, terrible customer service on their part, I gut a full refund minus 67 cents. But had I lost this dispute, I would have accepted the result. There's something about being helpless in the face of bad customer service that makes the situation worse than it really is. This is why I wish more credit cards and banks would offer an arbitration proccess. Allowing consumers to present their case to a third party, forces companies to not just ignore disputes. And one can never underestimate the value of feeling heard.
M.R. Jordan is a writer, editor, sporadic blogger, and lover of beer. Lives in South Korea with her two cats, Bear and Geumbi.
Bear (Gom in Korean) then (above) now (below)
Geumbi (Gold in English)... then (above) and now (below).