Consumer Terrorism: How to Wage War Against Bad Products and Worse Service

by Frank Bruni and Elinor Burkett

Book Overview

"Never be ripped-off again " That's the rallying cry sounded by authors Elinor Burkett and Frank Bruni in their war against shoddy products and bad service. Unlike other books that offer only buying advice, Consumer Terrorism is for those consumers who've already been burned. So when a vacation is ruined by a hotel's negligence, or that expensive suit comes apart at the seams, or the new car spends more time in the repair shop than on the road, it's...

• Format: Paperback
• Language: English
• ISBN: 0060951966
• ISBN13: 9780060951962
• Release Date: December 1996
• Publisher: Harper Perennial
• Length: 224 Pages
• Weight: 0.40 lbs.
• Dimensions: 0.6" x 5.3" x 8.0"

Customer Reviews

A harsh outlook on customer service and satisfaction

The book Consumer Terrorism: How to Get Satisfaction While You're Being Ripped Off by Frank Bruni is about the poor customer service given by many companies in the United States. The book gives good advice to consumers who desire better customer service and demand satisfaction. It is a bit harsh when it comes to some situations and goes beyond what most people would do to get satisfaction. I think that the authors could have been a little easier on some of the companies. I did like the fact that the authors pointed out companies that provide excellent customer service. Other bonuses in this book are: a guide to using the Internet to file complaints and a list of consumer protection departments across the nation. Although I enjoyed reading this book, I think that the authors could be a little more lenient. People are human and mistakes are made sometimes. All in all, it did offer good advice to those consumers who may need a little push to get good customer service.

Don't get mad, get compensation

Consumer Terrorism, by Frank Bruni and Elinor Burkett, is a book that gives advice to consumers on how to take action against the bad service and lack of quality in our economy. It's a cry for consumers to stop being sheep and start being tigers. American consumers have come to expect and accept sloppy service and poor quality as a norm. This isn't how it should be and action must be taken to correct this. Bad service and poor quality started during World War II, when there was a large increase in mass production resulting in mass markets of goods. This is the time when mom-and-pop stores started to go out of business and customer service was forever altered. Then the Depression hit and the consumer could no longer afford the goods. With the end of the Depression,consumers went crazy buying products and using services. This gave the manufacturers a big ego and lead them to not care about service, quality, and loyalty. Their only concern was the bottom line. The 1980's did not help this when profit became the only thing manufacturers cared about and were rewarded for. It took the Japanese entering our market to start the revolution. Their products were of higher quality, better service, and took the consumer dollars away from the domestic market. At the present time, our economy is in transition from manufacturing to service oriented. This hasn't been a good transition for customer service. The economy is forcing people to take jobs where they have to deal with people and lack the skills to do so properly. These jobs are usually lower paying which also results in lower motivation for the workers to strive to do better at their jobs. The book is a how-to-guide for consumer terrorism. It states that "70% of consumers never complain about faulty products or bad service" (p.7). Instead loyalty to stores and brands diminishes, if not altogether vanishes. The book uses many stories as examples of real life situations of consumer terrorism and how to best handle them. Chapter one begins the basic training and skims over the main topics discussed and taught in this book. Consumer terrorism is an art, not a science which can be approved upon with practice. There are nine basic laws covered throughout the book. They are: 1) Never shrug and never surrender - go for reimbursement and compensation, pursue it. 2) Strike quickly and forcefully - be bold, be confident. 3) Shoot for the stars - demand compensation, be ready to state a price, price should be reasonable. 4) Don't suffer fools - go straight to the person with power. 5) Wow'em with facts - use words like bait and switch and fraud. 6) Act like a librarian; file, file, file - keep receipts and credit card bills, keep records of complaints. 7) Find your opponents Achilles' heel and shoot a flaming arrow toward its center. 8) Refrain from outright nastiness; indulge in downright naughtiness. 9) Don't bother with the Better Busin

This book is a calling for consumers to fight back.

This is a book that gives advice to consumers on how to take action against the bad service and lack of quality in our economy. It's a cry for consumers to stop being sheep and start being tigers. It is a how-to-guide for consumers to start to fight back. Overall, it was an interesting book that was easy to read and understand. The authors use good examples to get their points across to the consumer. Although one aspect regarding the examples used, too many become repetitive and boring.