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Effective Complaining
Brenda Procter, M.S., State Specialist & Instructor, Personal Financial Planning, University of Missouri Extension
At one time or another, most of us have a complaint about a product or service we have purchased. It can be a challenge to resolve the situation with the seller. The following suggestions can help you improve your chances of resolving consumer complaints.
A recent purchase does not work as advertised. What
can I do?
The very first step to take when you have a consumer
complaint is to get organized! Before you pick up the
phone to make any calls or your pen to write a letter,
make sure you have all of your information together so
you can present a clear case. Gather receipts, recall
and record conversations with sales clerks (try to
remember names), gather any evidence you have that the
products or service did not work as advertised and
decide what a reasonable solution would be.
If you are unhappy with a product you have purchased,
the first thing to do is to simply try to return the
product. Hopefully, you have saved your receipt. Ask for
a full refund or to exchange the product for one that
will meet your needs. Even if you do not have your
receipt, if the product does not work as suggested, try
returning it anyway. You might call first to explain the
problem.
If the sales clerk is unable (or unwilling) to assist
you or you have purchased a service that cannot be
"returned," do not despair. You are organized and ready
for this challenge! Ask to speak to a supervisor, or if
one is not available ask for the name and phone number
of a superior. When speaking to a supervisor, stay calm,
but be firm. Explain your situation again and present
your solution, using a pleasant tone
Continue asking for superiors until you find someone who has the power to help you. Keep detailed notes of the date, time and name of each person with whom you speak. (Note: When deciding what an acceptable solution would be to you, look at your situation from the seller's point of view. If you consider a company's perspective along with your own, it may be easier to find a solution that is acceptable to both of you.)
It can sometimes be more effective to send a letter
rather than continuing to make phone calls. It is
helpful to follow up phone conversations with something
in writing. When preparing a complaint letter:
- Do some research and find a specific person to
address in the letter ("Mr. Bob Jones" as opposed to
"Store Manager").
- Clearly display your name and contact
information.
- Include all information regarding the situation
including the purchase date of the product or
service, the make/model of the item and your account
number.
- List the problem specifically, make notes of
specific people with whom you have spoken and when
the conversations took place and then follow with
your reasonable solution.
- State when you expect a resolution.
- Enclose copies of receipts or other pertinent
information (always keep originals). It may be
useful to carbon copy a local media or consumer
group at the end of your letter or the
Missouri Attorney
General's office (Consumer Protection Division;
P.O. Box 899; Jefferson City, MO 65102).
- Keep a copy of the letter for your own records.
Unfortunately, you can't always resolve complaints
through the usual channels of phone calls and letter
writing. If you still are not satisfied with your
situation, you may consider some of the following
alternatives:
- Find a local consumer group or action line that
offers free consultation. (Check out
www.consumerworld.org)
- Contact associations with which the seller might
be associated.
- Contact a lawyer. This may involve high fees, so
ask about fees up front.
- Contact the
Missouri Attorney General's office at
1-800-392-8222.
- Sue in
small claims court.
- Contact your local newspapers and radios
stations to see if they would be interested in your
case.
- If you paid for the item or service with a
credit card, contact your card issuer to see what
rights you have not to pay until the dispute is
resolved. They will work with you to resolve it.
- Contact Federal agencies. (See
www.ftc.gov for the
Federal Trade Commission's website--there is tons of
consumer information!)
- See if there is a dispute resolution or
mediation program in your area.
- Tell friends and family about your complaint.
Negative word-of-mouth advertising may in some cases
be highly effective.
Finally, in your search for a solution to your consumer complaint, be persistent! Be prepared to repeat your complaint several times if necessary and don't give up until you have exhausted all of your options. Soon you'll be on your way to effectively resolving almost any consumer complaint.
Last update: Tuesday, May 05, 2009
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