Magazine article Marketing

Marketing Mix: We'll Call You - Consumer Direct

Magazine article Marketing

Marketing Mix: We'll Call You - Consumer Direct

Article excerpt

After the holiday from hell, we rang the government's customer advice line to find out if we have cause for redress.

CD Good morning Consumer Direct, how may I help?

Mtkg I got a leaflet through my door about your service saying you help with all sorts of 'consumer issues'.

CD Right.

Mtkg I went on holiday and what they promised us in the brochure didn't live up to expectations.

CD There's not a lot we can actually advise on. It depends what you're actually looking for from the situation. What do you want?

Mtkg Well, we paid a lot of money for a holiday we didn't get.

CD OK. The advice I can offer you is to write to the company.

Mtkg We've already done that several times and got nowhere.

CD You could say that you were misled and promised all these things. Itemise the letter.

Mtkg Yeah, done that.

CD All we would advise is to argue that you were misled. You could say you had a lack of enjoyment due to these things not happening.

Mtkg We've already done all that. I decided to call you because your leaflet says you provide 'clear practical advice'.

CD We deal mainly with consumer law with faulty goods.

Mtkg But surely buying a holiday is like buying a product? …

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