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I wasn't sure where to post this thread, so if it needs to be moved, that's fine.
Is it me, or does it seem like the latest response to any kind of complaint these days, is to act completely baffled that you are complaining, and then say, "Huh, no on else has complained about that."
I've been hearing this from my landlord, which I know is not true, and other merchants here and there when I want to return something, and again today I heard it from a seller on Amazon over a product I wanted to return, that was obviously faulty.
I swear, this must be the new technique taught in seminars around the country on how to deal with complaints. Just look baffled and say, "Huh, nobody else has ever complained about that."
Is anyone else experiencing this phenomenon? I have proof that both of the examples above were lies (talking to other tenants, and the Amazon seller's feedback). But, I don't remember hearing it as often as I do now. It seems like it's the standard response. Instead of, "I'm sorry things don't work right, or that the thing broke, etc.," they all now immediately act surprised and say, "No one else has complained about that." And what is the point? You'll feel crazy and stupid out there alone on the complaining branch, so you'll apologize and run away? I don't get it.
Anyway, I've been trying to perfect a comeback to this line. I'd love to hear suggestions.
Maybe they are just genuinely surprised and don't mean anything by it. If you want to get hostile, just say "Well, I am complaining, so you better make it right or lose my custom".
The comeback to the Amazon seller is: "This thing is defective. I want to return it. Authorize this return or you're going to be looking at an A-to-Z claim."
That phrase is actually a no-no in customer service. It immediately implies that 1) you are skeptical of the complaint, and 2) that their objection is petty.
I have not heard this said lately, but if you hear it again, I would just say what Mattie said and repeat your request.
My initial response would be, "I really don't know if others have complained and, frankly, I don't care. My only concern are my issues that need addressed."
Don
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