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Unscrewed: The Consumer's Guide to Getting What You Paid For, by Ron Burley
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Every four seconds an unsuspecting consumer is duped by a cable company, cell phone provider, auto repair shop, or one of the numerous other businesses we use on a daily basis. As customer service departments have become automated wastelands, our ability to get satisfaction within the conventional complaint system has eroded. In UNSCREWED, consumer advocate Ron Burley offers a quick and easy five-step plan to getting what we paid for. This powerful and informative guide makes clear who to talk to, what to say, and when to walk away. It also explainsWhy companies don't treat you fairly, and what you can do about itHow to avoid the voicemail trapHow to get customer service representatives to pay attention to youHow to keep from getting screwed in the first placeUNSCREWED features sixteen true stories about average folks who got real results, and shares a variety of creative techniques that are both legal and successful. You don't have to be pushy, loud, or aggressive to get what you deserve—you just have to read this book.Reviews
“If we are sufficiently angered and motivated, now we will know what we ought to do.”—Miami Herald
“A terrific resource. . . I was so impressed by the simplicity of the techniques that I almost yearned to have a consumer conflict.”—Better Investing"[Burley's] basic strategy of thinking like the company to get your problem fixed is ingenious. If consumers approached disputes in his way, the caveat 'buyer beware' would surely be flipped on its head."—USA Today
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- Sales Rank: #405236 in Books
- Brand: Brand: Ten Speed Press
- Published on: 2006-08-15
- Released on: 2006-09-01
- Original language: English
- Number of items: 1
- Dimensions: 8.01" h x .59" w x 5.04" l, .62 pounds
- Binding: Paperback
- 220 pages
- Used Book in Good Condition
From the Publisher
• A practical guide to getting your due from unscrupulous and inaccessible companies — including the government — through the creative use of technology. • The five techniques are completely legal and virtually guarantee success. • Covers a wide range of situations to guide consumers through all types of offenses, from disputing minor scams to wrangling with corporate bureaucracy.
About the Author
RON BURLEY worked as a broadcast journalist for fifteen years before launching and selling three successful small companies. A consultant and award-winning public speaker, Ron lives in Eugene, Oregon
Most helpful customer reviews
16 of 17 people found the following review helpful.
Techniques on becoming a David who defeats Goliath
By Miami Bob
Rob Burley has the exterior of Mr. Belvedere and an interior which whirls like the Tasmanian Devil. And, when Big Business decides to throw its massive weight upon this hyper-energetic consumer advocate, he responds with ferocity. He is like the nagging fifi dog who won't let go of the intruder's ankle - he will not quit.
But, I enjoyed his style: Thesis with simple analysis followed by anecdotal true story. Very common in the "How To" industry of nonfiction novels. And, very true here. Makes the reading much easier.
In a nutshell he espouses consumer terrorism. Legitimate methods? Mostly. Ethical? Partly. Justifiable? Yes. And, it is the last answered question which the reader must understand. First, he commences all acts with the "give them the chance to do the right thing" telephone call. You must commence by offering the company a chance to fully understand what has transpired and how to resolve the issue without confrontation . . .
But, this does not always work (Actually Chapter 15 shows what happens when it works - and Big Business and the consumer are both winners). Upon there not being a successful remedy delivered, he then asks that you employ his five "P's" - Chapters 4-8. Then, after understanding the methodology (what I have coined as "consumer terrorism"), he seeks for the consumers to go forward, but to curtail their activity by a simple marginal cost analysis - Chapter 9: basically don't get overwhelmed. "[I]f getting what you deserve is going to cost you more than it's worth, forget about it and move on."
A few hints to the readers. First, Chapters 12 and 13 basically are recaps of the prior chapters, so those wanting to learn the tricks of his trade quickly can do so by reading these two chapters - much more efficiency.
Second, he is not a lawyer. And, on a few occasions he makes references to laws which are not accurately depicted for ALL consumers in ALL states. His statements about liens on homes is precisely the opposite of what happens in Florida. So to Floridians who choose to follow his advice about not being concerned about mechanics' liens, I say - beware. You will have got what you paid for.
Lastly, there are civil actions which are labeled "Civil Extortion." Many of the tactics employed in this book toe the line and could easily be determined "worthy of litigation" by many attorneys employed by "Big Business." Again, take caution.
But, when no one steps over the line and his tactics are not over-the-line, his David-like triumphs over Big Business make the reader both smile and cheer. One for the underdogs is always appreciated by a true spectator.
12 of 13 people found the following review helpful.
Power to the Consumer!
By Liz
Ron Burley takes you on a tour through his trials of being stepped on by large corporations as well as the local tire salesman. Through doing the right thing, and sometimes the wrong thing, Burley learned how to get not what he deserved, but what he paid for. This is an excellent treatise on the sad state of customer service today, and what we can do about it. Highly recommended!
14 of 16 people found the following review helpful.
No Need to Unscrew Buying this Book!
By Allyson Helmberger
I was required to read this book for my college english class (CCCC 1301!), and after picking it up I gained a world of insight into the minds and absolute realities of customer service departments. I feel confident that if I need to change a screwed situation in my life, I can. Ron Burley is a genius. He shares his own life situations in which he used the Unscrewed technique to solve issues he faced based on personal experimentation. He remains courteous throughout explaining the process, as well as "just a little bit Jack" to give him the proper edge for accomplishing his goals.
Ron Burley is a well-grounded leading example of getting what is expected, and not settling for anything less.
GO RON! IT'S YOUR BIRTHDAY! AND MINE! 'CAUSE YOU TAUGHT ME HOW TO WIN!
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