“Unscrewed: The Consumer’s Guide to Getting What You Paid For”

first_img“Unscrewed: The Consumer’s Guide to Getting What You Paid For” by Ron Burley; Ten Speed Press, 240 pages ($14.95) Like everyone else who ever had a problem with a product or service, Ron Burley is frustrated with the whole “customer service” process. Unlike most of the rest of us, he developed a strategy for dealing with the tactics most companies employ to address this issue. As Burley articulates this strategy in this book, he also includes numerous entertaining anecdotes wherein he demonstrates the effectiveness of his methods. Invariably, the person at the other end of the line fails to immediately relent when the protesting Burley complains about the price, features, 160Want local news?Sign up for the Localist and stay informed Something went wrong. Please try again.subscribeCongratulations! You’re all set! AD Quality Auto 360p 720p 1080p Top articles1/5READ MOREStriving toward a more perfect me: Doug McIntyre time of delivery or other aspect of the transaction. That’s when he kicks into high gear by invoking his mantra, “Something must be done.” Though he presents statements of principle and other lists throughout the book, his basic strategy involves doing everything possible to force the offending company into favorably resolving the issue. This is achieved by either publicizing the plight and embarrassing them, harassing them into compliance, causing them to incur unforeseen expenses or putting the customer service person in a position where his or her job is in jeopardy. Burley provides insights into dealing with government agencies, small businesses and other organizations, all of which sometimes require specialized methods. The book is very funny, and you will no doubt be tempted to try his methods. But I suspect that most of us simply do not have the nerve to carry them out. – Richard Pachterlast_img

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