4 ms·

This is not good advice. Once you threaten to sue, most Big Companies will stop talking to you via customer support channels and make you do everything in writi

This is not good advice. Once you threaten to sue, most Big Companies will stop talking to you via customer support channels and make you do everything in writing to their legal department. Don't do this.

rm_-rf_slash 8y ago
YMMV. I have NEVER seen a company call the bluff. At worst it just means you wait while the request goes to someone’s boss or boss’ boss and they say just give them what they want. Also I don’t tell the company I’m suing them. They could care less about me. I am however telling them THE STATE will be looking into their practices, which to them is much scarier and expensive than a disgruntled customer.
NeedMoreTea 8y ago
I know little of the US legal landscape, or if there's a small claim system. I've threatened legal response here in the UK, usually after months of failing to get resolution without, as last step in the chain. So I've issued a small claim against those companies (UK has a cheap option when the claim is small, somewhere under £5 - £10k. Basically fill form, give fixed low fee, wait). Those have had a 100% success rate. > Once you threaten to sue, most Big Companies will stop talking to you That would be fine. When I have threatened to sue someone and got no response, I will do the small claim as next step. One threat, one opportunity to resolve. More talking would enable more delays. No more communication from me aside from in writing from the court. Generally gets a panicked phone response at speed and offering full settlement. I've had several expansive apology letters. A couple ignored the summons and waited for the default judgement before it got settled. Those were big, very well known companies, which could be pure coincidence. Most have asked "why did you sue?". Waiting for months to get that promised refund, whilst only getting excuses or lies, maybe? :)
- daveFNbuck 8y ago
  You said you don't threaten a legal response until after months of failing to get resolution. I'm pretty sure that's what's being suggested here too. Don't open with the legal threats, as they can shut down what may have been a much faster and easier customer service resolution.
  - NeedMoreTea 8y ago
    By GP sure, but the comment I'm responding to is an unequivocal "this is a bad idea". My take is apply common sense and don't make idle threats on the 2nd email or you just look silly, likewise when you get to the stage of few other choices make the threat just once. Then get on with it. :)
azernik 8y ago
This is a feature, not a bug. Customer support departments are set up to optimize for cost savings; legal departments are set up to minimize legal risk for their parent companies. The latter is more likely to err in a direction that is favorable to the consumer.
s73v3r_ 8y ago
Their legal department can actually make shit happen, though.
Retra 8y ago
They've already stopped talking to you once they say they will do nothing to help you.

rm_-rf_slash 8y ago

YMMV. I have NEVER seen a company call the bluff. At worst it just means you wait while the request goes to someone’s boss or boss’ boss and they say just give them what they want. Also I don’t tell the company I’m suing them. They could care less about me. I am however telling them THE STATE will be looking into their practices, which to them is much scarier and expensive than a disgruntled customer.

NeedMoreTea 8y ago

I know little of the US legal landscape, or if there's a small claim system. I've threatened legal response here in the UK, usually after months of failing to get resolution without, as last step in the chain. So I've issued a small claim against those companies (UK has a cheap option when the claim is small, somewhere under £5 - £10k. Basically fill form, give fixed low fee, wait). Those have had a 100% success rate. > Once you threaten to sue, most Big Companies will stop talking to you That would be fine. When I have threatened to sue someone and got no response, I will do the small claim as next step. One threat, one opportunity to resolve. More talking would enable more delays. No more communication from me aside from in writing from the court. Generally gets a panicked phone response at speed and offering full settlement. I've had several expansive apology letters. A couple ignored the summons and waited for the default judgement before it got settled. Those were big, very well known companies, which could be pure coincidence. Most have asked "why did you sue?". Waiting for months to get that promised refund, whilst only getting excuses or lies, maybe? :)

daveFNbuck 8y ago
You said you don't threaten a legal response until after months of failing to get resolution. I'm pretty sure that's what's being suggested here too. Don't open with the legal threats, as they can shut down what may have been a much faster and easier customer service resolution.
- NeedMoreTea 8y ago
  By GP sure, but the comment I'm responding to is an unequivocal "this is a bad idea". My take is apply common sense and don't make idle threats on the 2nd email or you just look silly, likewise when you get to the stage of few other choices make the threat just once. Then get on with it. :)

azernik 8y ago

This is a feature, not a bug. Customer support departments are set up to optimize for cost savings; legal departments are set up to minimize legal risk for their parent companies. The latter is more likely to err in a direction that is favorable to the consumer.

s73v3r_ 8y ago

Their legal department can actually make shit happen, though.

Retra 8y ago

They've already stopped talking to you once they say they will do nothing to help you.