When Things Go Wrong

You're zipping along, master of your fate, in control of your money and your life. Then some service or piece of technology you count on stops working. Or you get charged for something you didn't buy. Or you encounter unexpected rudeness and idiocy from customer service instead of, well, customer service.

Getting satisfaction when things go wrong is part art and part science. I've been perfecting my techniques for years, and I consider myself a pretty good complainer. I've gotten free hotel rooms, free meals, and even a free laptop in recent years. I've also interviewed many on-the-frontline phone reps to find out what does and doesn't work.

Here's what you need to know the next time life throws you a curve.

Know Your Rights