Customer is always right

I never liked the customer service in London. Some shop assistants behave like I owe them a living. One day in a supermarket I asked for help to locate a cereal brand which I liked. Instead of explaining where to look for it, I was told that if I didn't see it, then it's sold out. The shop assistant didn't even bother checking if I knew where it was or that if it was really sold out.

Supermarket careless attitude towards customers

Another incident was dealing with a mobile network operator. Instead of resolving my problem with my voice call, the customer service officer had the gumption to ask why I didn't resort to texting instead!

With so much displeasure dealing with the people whom I owe a living, I decided to fight back. I decided to exercise my right as a consumer.

The first attempt was writing to the manager of the mobile network operator. I told the manager I was absolutely disgusted by the behaviour of his staff and that I was made to feel like I was in the wrong because of the way I used my phone. I received a call the following day with an apology. As a gesture of goodwill, the mobile operator awarded two months free line rental and a written apology in email and in text.

The second attempt was with EasyJet, the airline that inspired the founder of Air Asia. In my recent trip to Malaga, there was a 2.5-hour delay to flight departure. I was really unhappy when I nearly missed the car rental pickup because of the late arrival. I read EasyJet's policy and filed for an appropriate compensation. Anyone who's flown on no-frills would attest that it's easier to squeeze blood out of rock than for them to compensate passengers. I tried my luck and was delighted they responded with an apology and the amount we asked for.

The third attempt was my recent long-distance swim in the Thames. I bought a £325 high-performance wetsuit to swim in the competition. Everything went well until the last part when I tried removing the bib off my wetsuit. The adhesive held on to the wetsuit like a leech. And like a leech, it damaged the surface when I tried removing it from the wetsuit. That was exactly what happened to the wetsuit. A chunk of rubber was ripped out with the bib sticker leaving the neoprene exposed. I was horrified to see that happening to the new wetsuit. It's like driving your new car and being involved in a horrible accident on the same day!

Damage on wetsuit

I was really upset that I couldn't stop talking about it to my "supporters" and thinking about it the next few days. To put the matter to rest, I wrote in to the organiser and complained. I didn't expect a response but to my surprise the organiser admitted it was the bib sticker manufacturer's fault. She conceded I wasn't the first who complained. She offered to settle the complaint amicably by offering compensation in kind and fees for future races. I took account of the total compensation and it was well worth more than half the price of the wetsuit.

By now I would have given the impression that I complain a lot. But I would argue with that notion because I don't. I am a stickler for perfection. So I do commend and praise for good performance. This article proves just that. I have also commended the customer service officer for the car rental in Malaga who stayed back until 3am to sort out a car for me.

I have taken the position that I don't owe anyone a living because no one owes me one as well. Yes, customer is always right but most importantly, customer must do what is right.