I always believe that a complain must be built on solid bases and be free of abuses.
If we want to get a refund we must be within the law and ask what is right with loud voice withoud offending.
Work in the front line is not easy and many time we deal with call center where peolple repling us don't even know the products/ services we are talking about. Many time I listen to answers like "It's not my guilt", "You should tell this to my chiefs". Probably they are underpaid, not trained for their job and miserable.
Piero, you may well be right that some call center people are 'underpaid, not trained for their job and miserable' - but they're at work, doing a job, and the company must train them appropriately and ensure certain standards are met. That's the company's responsibility, full stop.
I agree that a complaint has to be on a reasonable basis... But I don't agree about the 'without offending'. I don't actually
care if my complaint 'gives offence' to the company, because I'm offended already or I wouldn't be making a (reasonable) complaint!
But if by that you mean, without being rude and unpleasant - yes. One can complain firmly without being unpleasant or rude or swearing, etc etc. In fact, I think this song and video is a quite beautiful example of how to do that
