Customer Service Battles

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My dad taught me many things in life, but one of those was not giving up quickly, especially when you know you’re on the right side of a customer service issue. I wrote about this back in 2019 when I first started my blog as Dad was always a man of principle. https://petespringerauthor.wordpress.com/2019/05/27/a-man-of-principle/

Having gone through similar situations many times, I’ve tried to embody the same philosophy. I’ve passed on this trait to our son, who is quite capable of standing up for himself. I’ve had to be vigilant to correct a wrong these past few days. Persistence paid off and reinforced the notion that we need to be our own best advocates.

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We live in the redwood country of northern California near the coast. Our temperatures are typically moderate, and we seldom experience extreme heat or cold. We drove north to Portland, OR, to spend Christmas with family. It’s a more than seven-hour drive, even in the best of conditions. Storms were in the forecast, so running into inclement weather was not unexpected.

While Portland didn’t have a white Christmas, the snow began falling in earnest late that evening and into the early morning hours on the 26th. We should have purchased snow chains in advance, but we neglected to do so. It was a boneheaded move on my part, and I’ll be more prepared if we’re in a similar situation in the future.

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Checking the Internet, I saw that the roads were all open when we left for home on the 26th.  We hoped that we’d be able to get home without any delays but knew there was a chance we’d have to stop somewhere along the way if the snow continued. Once we got on the interstate, conditions improved somewhat, and we felt more optimistic. As we got further into the drive, the snow began to come down harder, and going over the mountain passes became questionable.

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About halfway into the trip, we came to a spot requiring chains. Neither of my vehicles has four-wheel drive, and we realized we weren’t going to be able to go on until it stopped snowing. We immediately got a room at a hotel/casino in the area, realizing that lodging was likely to fill up soon with others facing a similar situation. We decided to book our room for a second night if the snowstorm continued, understanding that we could cancel our second night as long as we notified the hotel by 11:00 a.m. the following morning.

We decided to get a suite and live in luxury for a day or two. Shortly after checking in, we grabbed a meal in the hotel’s restaurant and headed back up to our room as we were tired and not in the mood to gamble. The room was nice, but we hadn’t been there long when we realized the heater wasn’t working correctly. We called the front desk, and they sent a maintenance man up to fix the heater. He worked on it and thought he had found the problem. Within a half-hour, it was clear the heater still wasn’t working. The man returned and realized that the repairs were beyond his capabilities.

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We asked for a different room, but the hotel was full, and no other rooms were available at that point. They brought us some extra blankets, I took a hot shower, and we began calling businesses in the area to purchase some snow chains. Unsurprisingly, they were all sold out as we continued to realize our foolishness at not being more prepared.

The weather was supposed to be better the following day, but the snow fell off and on throughout the night. The hotel’s computer server was down by morning, and the restaurant had closed. Employees were in full scramble mode trying to provide coffee and snack food for guests. Around 10:40, we got word that the highway had reopened, and chains were no longer required. We tried to checkout and found that they were understaffed and overwhelmed. One person was working the counter with twenty people standing in line. We decided the prudent thing to do was take off while the weather allowed travel and call the hotel from the road.

My wife began calling right away to avoid the second night’s charge. Unfortunately, their phones were down, and we had no way of reaching them. I drove while she continued calling them at various points to no avail. Finally, at 3:00 p.m., she got through and explained the situation. They said we had not contacted them by 11:00 a.m. and they wouldn’t reimburse us for the second night. I was unhappy mad, especially considering the situation. I understood the hotel was doing the best they could under trying circumstances, but I knew there was no way that we should have to pay for something that we hadn’t used.

As soon as we got home around 4:00 p.m., I called them to straighten out the matter. There still was plenty of time to rent the room out for the night to somebody who would be grateful to have it. The person I spoke to seemed empathetic and told me she would have her supervisor call me. After not hearing back from them, I called the next day and went through the same song and dance. Once again, the worker seemed to understand our situation but said that her boss would have to issue permission to remove the charge. She told me to expect a call back for the second time to straighten it out.

I’m sure some people would have just let it go at that point when they didn’t call again, but I tend to grind my heels in when I know I’m right. Last evening, I wrote a note detailing the whole story to their contact information on their website. I wasn’t even asking for reimbursement from the first night when the heater wasn’t functioning. I’ve learned that one needs to be polite and firm in such situations. While it wasn’t life-changing money, it had become the principle of the matter.

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Today, I received an email from the hotel. They apologized for not getting back to me sooner and for how they had handled the matter. They removed the charges, including the cost of the room for the first night. It was a reminder to me to be persistent and to stand up for ourselves in a respectful manner when we know we’re in the right. I know Dad would be pleased to know I had learned one of the lessons he taught me.

110 thoughts on “Customer Service Battles

  1. My wife and I also had a nightmarish holiday travel scenario play out due to covid and airline staffing…as for your drive I am well aware of the route, having made several treacherous drives at night through southern Oregon in massive rainstorms!

    Liked by 1 person

    1. petespringerauthor December 29, 2021 — 4:57 pm

      I don’t have any excuse for not being more cognizant of what was going on around us. We never have to deal with anything other than a lot of rain where we live. That’s a pretty lame reason for being unprepared. I’ve watched all the people stranded in airports due to the weather and canceled flights. Traveling seems to be a greater challenge these days.

      Liked by 1 person

      1. It is, and driving gives you the flexibility to pivot at least…we went to Yosemite over Thanksgiving and I told my wife if there was ANY snow forecast we’d cancel rather than get chains…after all, who can hike in the snow? I’m not Jeremiah Johnson!

        Liked by 1 person

  2. Your customer service story reminded me so much of my mother!

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    1. petespringerauthor December 29, 2021 — 6:05 pm

      We learn many of our values from our parents. I’d like to think that I inherited some of their better qualities. Having taught many second-generation students, I often saw the same thing with my pupils.

      Liked by 1 person

      1. I know just what you mean about learning our values from our parents.

        Liked by 1 person

    1. petespringerauthor December 29, 2021 — 6:07 pm

      Thanks, Bette! Happy New Year!

      Liked by 1 person

  3. Too bad you went through all that hassle, but how nice that you got both nights refunded. Your persistence paid off, but I also think you made a good point about being polite but firm. That tends to get better results than losing it and cursing someone out over the phone.

    Liked by 2 people

    1. petespringerauthor December 29, 2021 — 6:12 pm

      Easier said than done at times, Tippy. It was an odd situation as many people were hanging out in the hotel, trying to keep warm, who weren’t staying there. The workers in the hotel were doing their best in a difficult situation. I’m sure many of their employees couldn’t get to work.

      Liked by 1 person

    1. petespringerauthor December 29, 2021 — 6:08 pm

      Sometimes we just need to keep trying to get the right person’s attention. Thanks for reading, John.

      Liked by 1 person

      1. I had a stiuation yesterday where my prescription company attempted to charge an old credit card. Customer service stunk.

        Liked by 1 person

      2. petespringerauthor December 30, 2021 — 9:05 am

        How about the joy of staying on hold for a long time just to get disconnected, you can’t understand the other person, or the one you need to speak to is unavailable? One of the downsides of technology is it’s getting more challenging to talk to an actual person.

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  4. Way to go! Persistence pays off.

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    1. petespringerauthor December 29, 2021 — 6:52 pm

      I like being the type of person who doesn’t give up easily. It’s a trait that has served me well over the years.

      Like

  5. Glad you got your reimbursement! It all shows the power of social media…I wonder if they would have ever replied if you hadn’t posted on their website.

    Liked by 1 person

    1. petespringerauthor December 29, 2021 — 7:40 pm

      I didn’t describe that part well. It was merely the contact form on their website. I hadn’t escalated to public shame yet, though I might have if they had continued to ignore me. It’s not in my nature to be a jerk, but I believe we should get a service when we pay for it. In this case, I was merely trying to get them to fulfill their promise to reimburse us.

      Liked by 1 person

  6. Your story shows how keeping calm but firm has the best results. If a situation makes you angry, it’s best to blow off steam privately before dealing with it. I’ve seen it done both ways and politeness usually works better.

    Liked by 1 person

    1. petespringerauthor December 29, 2021 — 7:45 pm

      We all get frustrated, but no one likes to be shouted at. I think civility generally wins out, but sometimes we have to be quite persistent to make an obvious problem right. When I watch other people acting like jerks, I think, “Why would a business want to bend over backward for someone with rude manners?”

      Liked by 1 person

  7. Honestly, I’ve even pushed an issue and said they didn’t need to worry about the money so long as the right is wronged! (In your case, the money was the wrong, but you get the idea.)

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    1. petespringerauthor December 29, 2021 — 7:54 pm

      Exactly! It’s about the idea of someone acknowledging the problem as much as anything instead of ignoring us or acting like everything’s fine. “Nothing to see here—just move along.”

      Liked by 1 person

  8. So glad it all worked out. Well done! You sound like my husband. I am more the one who just wants to let it go, but yes, its the principal of the matter.
    Hope you got chains for next time!

    Liked by 1 person

    1. petespringerauthor December 29, 2021 — 10:03 pm

      It’s funny because, in many ways, I don’t stress out about a lot of things. I’m the one who usually tries to make sure everyone just gets along. I typically avoid confrontation, but I get fired up when I think someone is trying to take advantage of us.

      I absolutely will have chains next time as I don’t like making the same mistake twice.

      Like

  9. I have often said that the only things that happen to us are those things we allow to happen. I am sure this is just one of many reasons your father would be proud of you.

    Liked by 1 person

    1. petespringerauthor December 30, 2021 — 9:37 am

      That’s a beautiful perspective. So many people always want to be victims and make excuses instead of taking ownership of their lives.

      Liked by 1 person

  10. excellent outcome and it was your combination of politeness and persistence that saved the day.

    Liked by 1 person

    1. petespringerauthor December 30, 2021 — 9:41 am

      I feel bad for those caught in the middle who have to deliver bad news to people. I get frustrated with our cable company that way. We either have to call the 1-800 number or be dismissed by the local people, who often have no say in what happens. When I ask to speak to a local supervisor, the front desk person goes in the back, returns, and tells me they won’t come out.

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      1. Cable ! My nemesis

        Liked by 1 person

  11. Well done on persevering, Pete, and with the money you got back you can buy some snow chains. Win-win!

    Liked by 2 people

  12. Your blog took me on a journey Pete and it was an absorbing read. Well done for sticking to your principles, and I’m glad you made your journey safely. You’re right, firm and polite is the way. I’ve seen people get loud and worked up over the smallest of things and it rarely helps, most times if you treat people reasonably they will return it in kind. I didn’t realize you lived in redwood country, that must be beautiful. Have a great New Year.

    Liked by 1 person

    1. petespringerauthor December 30, 2021 — 2:55 pm

      It is pretty much a little slice of heaven, Paul. We’re only a few miles from the ocean, and yet we can go inland less than an hour away if we want to warm up.

      Some people get annoyed and give up, but I tend to get more stubborn. When I listen to someone ranting, I don’t think they realize they’re probably not helping their case. I let most things roll off my back, but there are times when a guy just has to take a stand.

      Liked by 1 person

      1. I’ve always wanted to see the redwoods and Yosemite and still hope one day I will get there. I’ve been to San Luis Obispo so I could get to see Hearst Castle and to Monterey which was beautiful, but of course that’s further south from where you are. It’s great that you appreciate what you have.

        Liked by 1 person

      2. petespringerauthor January 1, 2022 — 9:14 am

        Every place has its pros and cons. We’ve got our share of problems, but the beauty and climate of the area make up for that. Safe travels in 2022, Paul.

        Liked by 1 person

  13. Well done for your persistence. Usually it seems these days that once a company have your money, then there’s no way to get it back except for a ‘credit note’. I’ve never been able to get a refund for years.

    Liked by 2 people

    1. petespringerauthor December 30, 2021 — 2:58 pm

      We’d stayed there a couple of times in the past without incident. Even if they had given us a couple of free vouchers for future stays, I would have been satisfied. I mainly wanted them to acknowledge they were wrong and find some way to make us whole.

      Liked by 1 person

  14. Gosh this sounds like a frustrating situation! Very glad they reimbursed you in the end, but there is no excuse for the bad service they gave. If they expect to keep serving people, then they need to have the basics covered… including manners. And honestly, you’re better than me because I probably would’ve reported names and given bad reviews on every platform!

    Liked by 1 person

    1. petespringerauthor December 30, 2021 — 3:03 pm

      If they ignored me again, I was prepared to do that. I felt some empathy for them at the time. I’m pretty sure they were understaffed because some people couldn’t get to work. I wanted to give them every chance to make things right, but it was a bit silly that it took that much effort from me. If I had been ignored again, I would have made my complaint more public.

      Like

  15. The squeaky wheel…good for you. My husband (and I) are the same way!

    Liked by 1 person

    1. petespringerauthor December 30, 2021 — 3:07 pm

      We should expect to pay when someone provides a service, but the flip side is we shouldn’t have to pay when it is not. Business 101 tells us a manager that if you don’t treat the customers well, they aren’t going to return and tell all their friends about their experience. It’s simply poor business practice.

      Liked by 1 person

  16. Congratulations Pete for a job well done! Your story is inspiring so I won’t give up if something similar happens to me. Glad you’re home safely!

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    1. petespringerauthor December 30, 2021 — 3:09 pm

      I’m going shopping for chains this weekend. No need for a repeat performance. I am convinced that we’re much more likely to get what we want when we stick to our guns in a polite, resolute manner.

      Like

      1. I agree with you! Good thinking about the chains. We have AWD cars here which helps. But I remember being a kid and helping my Dad to put the chains on the tires in winter.

        Liked by 1 person

  17. I’m glad it worked out for you; I would have done the same thing. I’m not sure if I would have been able to remain cool, calm, and collected on those phone calls, though.

    I hope you had a nice trip to Portland but I am sure you are happy to be home.

    and two posts in two days! I guess you don’t have enough books that you’re working on 🙂

    Liked by 1 person

    1. petespringerauthor December 30, 2021 — 11:20 am

      Haha! Where did that come from? Who do I think I am—Jim Borden?

      Liked by 1 person

      1. for your sake – I certainly hope not!

        Liked by 1 person

  18. That is a great example at how being persistent pays off, Pete! You can be persistent and polite together and it usually works. Glad it did for you.

    Liked by 1 person

    1. petespringerauthor December 30, 2021 — 11:27 am

      I wasn’t feeling exceptionally polite away from the phone, but I think we’re more likely to get somewhere when we’re proactive yet courteous in the long run.

      Like

  19. Good job Pete! As one who also engages in customer service battles, I was happy to hear of your victory. And you even got that first night free. Your dad taught you well.

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    1. petespringerauthor December 30, 2021 — 2:50 pm

      Now you know why I appreciated hearing about your battles with the treadmill. At some point, stubbornness takes over and guys like you and me will prevail in the end, even if the effort isn’t worth the reward.

      Like

  20. Good for you for sticking to your guns, Pete. This was clearly a situation where you were in the right. The squeaky wheel gets the grease. Yes, your dad would be proud of you. Ryan would be, too.

    Oh, those Cascade mountains! We have crossed them from Portland to Oregon, and were quickly reminded of the power of Mother Nature. When our flight from Bend to Portland was cancelled due to weather, we took the bus over the mountains, in the snow, at night. 😳 I remember the requirement for snow chains!

    Liked by 1 person

    1. petespringerauthor December 30, 2021 — 3:15 pm

      I guess we’ve been lucky in the past because we’ve rarely hit snow—certainly not to this level. I feel a bit naive and dumb about not being more prepared. As I always taught the kids, intelligent people learn from their mistakes. I won’t make that oversight again.

      I grew up in the Dakotas, and shoveling the driveway and sidewalk was pretty much a daily occurrence in the winter.

      Liked by 1 person

      1. Live and learn! We haven’t hit significant snow yet this winter, and that’s fine with me. 🙂

        Liked by 1 person

  21. Good work, Pete! I would have done the exact same! I worked in retail/the customer service sector for many years … I’ve had irate customers and pleasant customer complaints.. it makes SUCH a big difference. Sometimes it’s the messenger that gets all the blame and abuse and all that’s required is some understanding and persistence. I would have done the exact same- if the messenger’s hands were tied, I would have moved up the food chain- only natural.. but again, in a respectful manner. Good for you!

    Liked by 1 person

    1. Also, so glad you guys got home safe and sound! So happy for you that you were able to spend the holidays with your family! 🙂

      Liked by 1 person

      1. petespringerauthor December 30, 2021 — 10:28 pm

        It was nice to spend a little time with the future daughter-in-law. While we dealt with the snow, our son and his fiancee flew to Jamaica. I’d say they got the better deal of things. They’re pretty cute together.

        Liked by 1 person

    2. petespringerauthor December 30, 2021 — 10:24 pm

      I can’t stand it when I witness people taking their frustrations out on employees who are merely following their boss’s directives. Why attack the messenger? Most of the time, it’s a matter of trying to find the right person to talk to. Unfortunately, sometimes they are hard to reach or make themselves scarce.

      Liked by 1 person

  22. Pete,
    I know the feeling of trying to correct things via phone. We just bought a new CRV, and sold our 2015 CRV to our son, so I called the insurance to cancel the insurance on the 2015. I have been driving my new car for 2 weeks, and just got a note from the insurance verifying that they cancelled the insurance – on the 2022!! Not the same situation, except I have to remember to be calm and polite when I call them tomorrow. I really don’t want to drive this new car without insurance any longer!

    Liked by 1 person

    1. petespringerauthor December 30, 2021 — 10:31 pm

      Hopefully, you get it all straightened out, and you speak to an actual person instead of a computer. I can’t wait to see your new ride, Kent.

      Like

  23. Wow! That’s some experience with those snowy roads, Pete, never mind the hotel. You did well to stand your ground politely.

    Liked by 1 person

    1. petespringerauthor December 30, 2021 — 10:36 pm

      Most people drive sensibly in the snow, but some go way too fast. Sometimes they don’t see the ice in time and end up in a ditch somewhere. (That’s better than the path of an oncoming vehicle.)

      Liked by 1 person

      1. It does sound dangerous. I’m pleased you were safe.

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  24. What a story! Thanks for sharing Pete. I am (and I revert briefly to another one of your posts about clichés!) like a dog on a bone when I know I’m right. It is absolutely about the principle. Good for you for your persistence. I have a friends/family account on Twitter which I’ve used more than once to speak “publicly” to the company in question. Boy do they respond!!! Within minutes, they pull you off to a private conversation to resolve things. It’s very effective! Glad you got home safely. 🙂

    Liked by 1 person

    1. petespringerauthor December 31, 2021 — 10:46 am

      I appreciate the cliche reference. Like a dog on a bone—that’s a good one! I was prepared to step it up a notch if I had to. It’s sad when businesses or individuals have to be shamed into doing the right thing. I’m not a cheapskate, but I can get pretty fired up when I feel I’ve been screwed. The standard should be, “Would you be okay having someone treat your grandmother this way?”

      Liked by 1 person

      1. 😂😂 to stepping it up a notch! I like the grandmother standard -very fair. Have a Happy New Year Pete! 🎉

        Liked by 1 person

      2. petespringerauthor December 31, 2021 — 4:15 pm

        Here’s to a happy and healthy new year, Melanie!

        Liked by 1 person

  25. Oh yes–chains. We used them for years, but finally live somewhere that they plow constantly. I remember well the awful sound of a loose chain and having to stop and tighten it by the side of the road.

    Liked by 1 person

    1. petespringerauthor December 31, 2021 — 10:50 am

      I forgot you used to live in this part of the country, Elizabeth. When we were kids living in the Dakotas, we used to go around and help people get their vehicles unstuck with a push or some shoveling. A thank you was enough, but if they wanted to throw in a couple of bucks, we weren’t going to turn that down either.

      Liked by 1 person

      1. Kids do that here after each big snow. Just the walks since the streets are well plowed.

        Liked by 1 person

  26. I’m sorry you got stuck in all that snow, Pete. We were socked and without power for 5 days… a rarity. I’m glad I wasn’t on the road! And good for you for being persistent. I think we do have to stand up for ourselves, civilly and patiently, but firmly. I’m sure they were struggling with the storm fallout too, and once things settled down, cooler heads prevailed and they were able to correct the problem. 🙂 Next time… bring chains! Lol

    Liked by 1 person

    1. petespringerauthor January 1, 2022 — 11:56 am

      It’s hard to acknowledge how dense I was.🤪 My wife and I drove in obliviousness, not paying attention to the elements.

      We have to be our own best advocates at times as well when it comes to our parents. I’m sure you can relate.

      Liked by 1 person

      1. I think we’ve all been there done that, Pete. As long as we learn, it’s all good.

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  27. Well done, Pete, I’m glad you got it sorted out appropriately. I know I would have let it go but I would have been annoyed and upset about it.

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    1. petespringerauthor January 1, 2022 — 12:01 pm

      I’m one of those people who can let a lot of things go, but I was determined to set things right in this case. It’s one of those interesting things about human nature. Some people tend to make a federal case about every minor thing, others don’t stress over any of it, and then there are people like me who choose their battles carefully.

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  28. I’m so glad you got this one brought to a good end, Pete. With a bonus!

    You probably won’t be surprised when I tell you that we have gone through many, many, many experiences like these in our life together and especially this last year. More often than not, it happens in regards to packages we receive and orders we place.

    As you so well know, Mark is very persistent and researches everything in depth. When we know we are in the right, he often spends hours trying to find a customer service rep that picks up the phone, listens, is willing to help, and actually cares. So many nightmares. These are frustrating experiences, but, just like in your situation, when handled the right way, the end result is often worth it, despite so much time and energy being invested.

    I’m hoping to share one of our recent customer support issues in my next expense report. Insane in more ways than one!

    Liked by 1 person

    1. petespringerauthor January 1, 2022 — 10:13 pm

      From some of the stories you’ve shared, I can tell that Mark and I share some of the same characteristics. I’m also big into research for major expenses like buying a vehicle. If I do my research and end up with a lemon, I can live with that. If I act on a whim and something goes wrong, I’m hard on myself. My wife is the more impulsive of the two of us, and I think we balance each other nicely that way. My dad was big into reading magazines like Consumer Reports, so I’ve inherited a bit of that approach.

      I’ll look forward to that post, Liesbet. I like to know I’m not the only one out there who’s gone through this.

      Liked by 1 person

  29. I agree with your style. Firm, Fair, Polite, Persistent. I’m glad to hear that the hotel (eventually) did the right thing.

    Liked by 1 person

    1. petespringerauthor January 2, 2022 — 4:37 pm

      I tried to give them every opportunity to do the right thing because many things (i.e., snow, server down, phone out, etc.) were beyond their control. At the same time, we tried to follow their instructions. I didn’t want to start writing bad reviews, but I would have if they didn’t step up to the plate.

      Like

  30. It was good to hear that your persistence paid off, Pete. Toni x

    Liked by 1 person

    1. petespringerauthor January 3, 2022 — 8:09 am

      It’s frustrating when we’re in the middle of one of these situations and not getting any response.

      It occurs to me that I haven’t read a blog post from you in quite some time. I’m betting that’s related to your mishap. Here’s wishing you a happy and healthy 2022!

      Liked by 1 person

      1. Thanks Pete, You’re right. I had surgery and can’t use my right hand for six weeks so have had to rest for a while. Slowly coming back

        Liked by 1 person

  31. You have not met my wife. She makes me–and you, no match for the company that crosses her. I’ll have a post about that when the charge is eventually credited. BIG bucks.

    Liked by 1 person

    1. petespringerauthor January 3, 2022 — 3:08 pm

      Your comment about your wife made me think about past students (What doesn’t remind me about school and students?) who some teachers thought were challenging. I liked to see them questioning things, even when they asked why they had to learn something they saw no application to. A chip on their shoulders never bothered me as I knew no one would take advantage of them.

      I’ll look for your post down the road.

      Liked by 1 person

  32. Proud of you Pete. You know me, I write about injustices as they come and I don’t hold back as you know. It’s gotten me satisfied resolutions almost every time – of course, not without lots of agro endured before getting to that point. And glad to here they credited you back for the first freezing night.
    I know the west coast is getting crazy weather. Here in Canada, our west coast has been getting the pounding we usually get on the east. Unheard of temperatures, minus 55 in Alberta and Manitoba and minus 20 in British Columbia where their winter is typically like our autumn. Crazy times! Glad you made it back okay and got resolved accordingly. 🙂

    Liked by 1 person

    1. petespringerauthor January 3, 2022 — 7:20 pm

      I know you’re the travel guru and appreciate all of your suggestions. If we’re going to spend our hard-earned cash, businesses should stand behind their products and services.

      I liked cold weather when I was a kid playing in the snow when we lived in the Dakotas, but that’s insane. I can imagine what your heating bill must be like. Stay safe and warm up there, Debby.

      Liked by 1 person

  33. Good for you, it paid to stick to your guns!

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  34. Politeness always wins, good for you, Pete…my hubby won’t make an issue he always leaves it to me…But as you say polite but firm normally wins the day…I see snow chains are on your shopping list…Have a lovely week Pete I hope the weather is kind to you 🙂 x

    Liked by 1 person

    1. petespringerauthor January 4, 2022 — 8:06 am

      Yep, not making that mistake again. I’m that guy who will remain on hold for the longest time to straighten a mess out over the phone when there’s no other option. I just leave it on speaker and find something else to do while I’m waiting.

      Liked by 1 person

  35. ACK – what a scary scenario, driving home in the snow. Stopping at a hotel was such a smart thing to do. But no heat?! WHAT? And then the inability to cancel out the following night’s room by 11 a.m. Extremely frustrating. I’m like you – a dog with a bone when “it’s just the principle” of the thing… not to mention the money. I also would not have given up, and I’ve been rewarded by that stubbornness. I’m so glad the hotel came through. Of course, Yelp is also a way to let others know when a place/restaurant does not honor their customers with respect and fairness. I always give positive reviews on Yelp. Just like with books I don’t enjoy. I don’t want to give negative reviews – only positive reviews to the books that are well written and have touched me in some way. But…if I’d had the problem you did, and if the hotel didn’t settle amicably, I would have yelped!

    Liked by 1 person

    1. petespringerauthor January 4, 2022 — 1:05 pm

      If no one ever yelped, I suppose there would be no incentive for businesses to do the right thing. I’m much like you and am not interested in trashing a book or business, while some people seem to leap with glee at such opportunities. If I don’t enjoy a book, I simply avoid that author in the future. If I get a bad meal, I’m likely to give them another opportunity, especially if prior experiences have been good. I try to allow a business to do the right thing in just about any interaction. Mainly, I try to figure out who the right person is to approach on the food chain to rectify a situation.😂

      Liked by 1 person

  36. Totally agree that respectful persistence is worth it. If management or ownership doesn’t know there is an issue then it can’t be resolved and will likely recur. I also try to be as persistent with positive feedback when an employee goes above and beyond to be helpful.
    Glad you got home safely, albeit rather chilly.

    Liked by 1 person

    1. petespringerauthor January 4, 2022 — 6:28 pm

      Huge yes to recognizing employees that go above and beyond. I belonged to a Facebook group (since disbanded) that had a kindness challenge each month. I blogged about one of the challenges of recognizing a specific employee doing a fabulous job. https://petespringerauthor.wordpress.com/2021/03/30/kindness-matters/

      Liked by 1 person

      1. Just read your post. How wonderful!

        Liked by 1 person

  37. In the long run, it’s a good business practice to apologize and give you a refund. If it was a mom-and-pop operation, they may need every penny. But for a hotel, it’s a business expense. I’m glad they had their priority straightened out. Are you home now?
    We arrived in Portland on the day of Christmas Eve. It started snowing at night, and we woke up to a white Christmas day. It continues to snow at night and the sun came out a little in the afternoon. All the flights started to cancel from 27th on. Our flight was on 29th coming back was early in the morning. Good thing it was on time, but no drivers for Lyft. We had to wake up our son-in-law at 6:00 a.m. to take us to the airport. After we came home and learned that thousands of flights across the countries are canceled. Yesterday, 84% of the flights were canceled. Some people were driving and got stranded on the road. It was a big mess.

    Liked by 1 person

    1. petespringerauthor January 5, 2022 — 5:13 pm

      We started home on the 26th and made it halfway. We were able to slip through the next day before the next storm rolled in. It’s funny because we were outside of Portland but didn’t see any real snow until Christmas night. It was a huge mess for a lot of people. There were young people hanging out in the hallways and lobby that couldn’t get a room.

      I forgot that your daughter lived in Portland. It would have been pretty wild to run into you up there. 😊 Glad you and your hubby got home safely.

      Liked by 1 person

      1. Do you have family in Portland? I may be meeting a blogger in Portland in the summer. She is in Arizona but has family in Portland. Her brother lives 14 miles from my daughter. 🙂

        Liked by 1 person

      2. petespringerauthor January 5, 2022 — 6:33 pm

        My nephew and his wife moved up there a couple of years ago. We’ve spent the past two Christmases with them. Their house deal almost fell through because suddenly he was out of work because of Covid, but it worked out. He’s happy to be back at work. He is a sound engineer, primarily for corporate events.

        Liked by 1 person

      3. That’s wonderful, Pete! What part in Portland do they live?
        My son-in-law is mechanical engineer. He designs the parts for the “teeth” of the “bucket” at the end of the arms. He works for the same company with the headquarter in Portland since he graduated in 2007. He is now manager II supervising other engineers, some of them are in Philippines. His company has offices in many countries, and now is even bigger after incorporated with a huge company in Britain. He’s been working remotely since March 2020. My daughter is doing account payable, working at home also.

        Like

  38. You are in league with my husband, who has had to do battle with many a lodging establishment over accommodations or lack thereof. In the 30+ years of travel with his art & music school assembly shows, he has had more than a few confrontations. After all, it IS the principle of the thing. Like you, he has dogged determination to have justice prevail.

    Generally, services seem to degrade in the economy lodges and improve with a better grade of hotel. It seems you were at the mercy of the weather and a perfect storm of circumstances. I hope you are home now. Warm. Fed. Content.

    You did the right thing, Pete, and learned some lessons. (Don’t we all!)
    Happy New Year!

    Liked by 1 person

    1. petespringerauthor January 5, 2022 — 5:18 pm

      I can’t tell the story without copping to my own foolishness. We thought we had dodged a bullet until we got up to some higher passes. I learned my lesson.

      I had some sympathy for the hotel, and it was a trying situation for them too, but at the same time, I should not have had to contact them three times to straighten out what should have been a no-brainer. I learned from the master as my dad was a tiger when it came to situations like this. Sounds like Cliff is the same way.

      Liked by 1 person

  39. You really struck a chord as you can tell from all the comments. Great post.

    Liked by 1 person

    1. petespringerauthor January 6, 2022 — 8:47 am

      I think we can all identify with a good customer service encounter. One of my friends devoted an entire chapter in his book about all of his adventures.

      Like

  40. Yeah! Glad it all worked out for you, Pete and you got a refund for both nights! Persistence does pay off and putting problems/complaints in writing (and requiring proof of receipt if an official company) is often successful. I had a huge problem with Amazon one year as they removed ALL my reviews from the very first one. At first, I was fobbed off but numerous emails and letters later (yes, I found their headquarters address!) all the reviews were reinstated and I was given an apology!

    Liked by 1 person

    1. petespringerauthor January 10, 2022 — 9:57 am

      Part of the frustration for me with mega-corporations like Amazon or Facebook is it’s hard to find anyone to talk to when we have a problem. Having your reviews suddenly removed for no apparent reason had to be aggravating, especially when you probably couldn’t get any logical explanation for why that happened. Here’s to your persistence and for not giving up.

      Liked by 1 person

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