How to Complain and Get What You Want
Experience bad service? Do you feel ripped off? What is a person to do? How do you effectively complain to an organization? Protecting your rights as a consumer is vital element of having a mature financial outlook on life. Just because an organization is large or far away from you, it doesn’t mean they can take advantage of you. Use the attached form as a guide to help you write successful consumer complaints.
To resolve a consumer problem first contact the seller. The sales person or customer service rep should WANT to solve your problem. Do this as soon as possible because some organizations limit the amount of time for their line employees to resolve an issue. If this doesn’t work, ask for a supervisor or manager.
Next step - contact the corporate headquarters. Companies set up customer relations or consumer affairs divisions that are directly responsible for solving consumer problems. Usually you can find this contact information directly on your receipt or box.
Some other ways to find contact information:
- Visit the company’s website. Look for a “Contact Us” link.
- Use Toll Free Directory Assistance: 1-800-555-1212 (this is a toll call - even though you are look for toll free numbers)
- Check the box or receipt for a local number and call and ask them
Sometimes, the product name and company name are different, so keep that in mind. “The Thomas Register of American Manufacturers” is available at the public library and lists the manufacturers of thousands of products.
Every time you speak to a company representative, discuss your situation calmly and accurately and tell them what you want them to do about it. Tell them if you want a refund or a replacement or some other concession. Give them an easy way to make you happy.
If you can’t get resolution, itss good to provide a written letter so you will have a record of your communication with the company. Use our sample letter to help you draw up a written complaint.
Some great tips for your letter include:
- Be brief and get to the point quickly. You’ll need to provide specifics about your purchase, including what you bought, serial or model numbers, the name and location of the seller, and when you made the purchase.
- Again, tell them what action you expect from them and how long you are willing to wait for that action. Be reasonable.
- Write a professional letter; don’t get angry, sarcastic or threatening. Your anger will only rub the person reading the letter the wrong way and besides, likely the person reading it had nothing to do with the problem in the first place!
- Don’t send in original receipts or documentation. Include copies of all documents regarding your problem. Keep the originals. Provide your name, address and phone numbers. If an account is involved, be sure to include the account number.
- Keep a record of your efforts to contact the seller; include the name of the person with whom you spoke and what was done, if anything.
Click here to get a copy of a sample complaint letter.
