Originally Posted by
starlight
I am honestly, honestly not a DYKWIA! Honest!!! In fact, I quite often send gifts to people working in the service industry who offer exceptional service as I think we fail to recognise great service all too often.
Fair enough but you started the thread saying you were "furious" and you are going to write to the CEO about an $8 mistake and that certainly comes across as DYKWIA.
Originally Posted by
starlight
As you point out, no I'm not 'furious'. I suppose if anything I am more curious as to how it happened and why the charge appeared about a week after my checkout. My online folio shows the charge: it is the hardcopy bill from the hotel that shows the charge removed so I guess that's the one they wanted me to email them. Of course, Amex have reversed the charge and clearly it is below their recovery threshold.
Having read the responses I have questioned why I have taken the trouble to complain and I guess it's because I am paying for the bill myself and I suppose it's the same as getting a bill in a restaurant and being charged for a bottle of water I never ordered, having the restaurant remove the charge and then being charged to my credit card a few days later.
Sorry to have irritated FT members so much!
I understand why you would want the $8 credited. I don't like paying for something that I didn't purchase either. I think that what most people here are trying to point out is that it's not the principle of getting the credit, it's the way you are going about it. CEO's of large corporations don't read customer complaints. Something as small as $8 coupled with the fact that you haven't contacted the source of the problem, is likely going to take longer to resolve by writing to the CEO. Some lower level admin is going to be assigned this and then they are going to contact the hotel. You could save yourself some time and trouble by contacting them directly.
Originally Posted by
starlight
I don't think I mentioned my complaint be 'expedited' or 'prioritized'. I said it was dealt with 'rapidly'. I am not sure what point you are trying to make.
It seems reasonable to me that a customer use a publicly available contact route to raise a concern: it is down to the company how they take that issue forward. Certainly in my company outside agencies will sometimes contact me, sometimes my staff, sometimes other departments. We then deal with the enquiry as we see fit.
An $8 mistake on a bill really isn't a concern that needs to be escalated to the CEO's office. Certainly it needs to be fixed but if you think it is reasonable to take it to that level then may I respectfully suggest you re-evaluate your definition of reasonable.