I've always tried to be friendly and accommodating when dealing with vendors, but recently it's backfired on me a couple of times. In one situation, I reached out to our Verizon rep about setting a certain DNS for four iPads we use because our app doesn't work with the default Verizon 5G settings. The rep was supposed to check back with their engineering team, but after weeks of waiting and my follow-up emails—which were ignored—I'm really feeling the heat from the iPad users who can't access their essential app. They've suggested I bombard the rep with daily emails until we get an answer, but that feels excessive and mean to me.
In another instance, we replaced an old software with a new one that has been nothing but problematic. Each fix has led to more bugs that make it even harder for our team to work. Users got so frustrated they emailed the vendor directly, and unfortunately, twisted my words in the process. I understand their frustration, but I really want to maintain a good relationship with the vendor while still getting the issues resolved. People have told me I need to be more assertive, but I don't want to come across as rude or aggressive. How can I push for better responses without being seen as nasty or confrontational?
4 Answers
About your Verizon case, they likely see your request for just four lines as a low priority. A firm email asking for updates and setting a deadline can definitely push them to act. You need to remind them that you’re paying for a service that isn’t meeting your needs and you might even consider alternatives if the problem isn’t resolved quickly.
For sure! You have the right to demand timely service, especially since you are paying for it.
If things drag on too long with your vendors and they're giving you the runaround, don't shy away from getting tough. Politely but firmly express frustration and pressure them on timelines. You can mention that repeated delays mean you're losing trust and possibly considering taking your business elsewhere. This might just snap them into action!
This is spot on! Sometimes just highlighting your disappointment can give them the kick they need to respond faster.
And if you do decide to explore other vendors, make sure they know it! Competitive pressure can motivate them to get serious about resolutions.
It seems like both your issues stem from a lack of clear communication. Maybe you need to set expectations upfront like ‘I need updates by a certain date’ when you contact them. If they don’t meet those timelines, let them know you’re considering other options. Also, gathering support from your team or a manager can add weight to your requests.
Great advice! Having your team back you up when you push for answers can make a big difference.
Absolutely! Banding together strengthens your position as it shows the vendor that it’s not just you feeling this way.
Honestly, I think a VPN could solve your iPad DNS issue pretty easily. It lets you manage what DNS gets used directly, and it adds security as well. Verizon probably won't go out of their way to help tweak the settings for just four lines, so putting that control in your team’s hands might be the quickest solution.
Totally agree! That way, you have control over the network flow without waiting on the vendor to act. It’s frustrating when you feel like they’re focused more on sales than on actually solving problems.
That’s a solid idea! I might suggest a VPN to my network team if I don’t hear back soon.
Yeah! Being clear about timelines and consequences can really help them prioritize your issue. Don’t hesitate to escalate to a supervisor either if things get too slow.