The First Step
The first step in trying to resolve a problem concerning a
product or service is to contact the business with which you dealt. Not only is
this the fastest way to get your complaint resolved, it also gives the company a
chance to keep you a satisfied customer. Every company depends on its customers
for return business and referrals. Remember, as a customer, you are a company’s
most valuable asset.
Preparing Your Complaint
Before you contact the company it is useful to take a few
moments to make some notes.
-
What is the specific nature of the problem? For
example, what in particular is not functioning the way it is supposed to?
-
What do you want done to resolve the problem? Do you
want it repaired? Do you want your money back? Will an exchange do?
-
Gather documentation. Note when and where you purchased
the product or service. Also try to note the specific person with whom you
dealt. You may be able to find this on the company's sales receipt or your
credit card receipt. Write down the specific name of the product as well as
the serial number, if applicable. Gather sales receipts, repair orders,
warranties, canceled checks and credit card receipts. Each of these
documents will help you in resolving your complaint.
Contacting The Company
Once you have gathered this information
and sorted out in your own mind what the problem is and what specifically you
would like done, go back to where you made the purchase and contact the person
who sold you the item or performed the service. Calmly and accurately explain
the problem and what action you would like taken. If that person is not helpful,
ask for the supervisor or manager and repeat your complaint. Note what
specifically was promised. Also, record the name of the person with whom you
spoke, and the date and time of the conversation. Should the problem not be
resolved at this stage accurate and complete records will substantiate your
earlier actions and make further attempts to resolve the problem much easier.
After contacting the company, be sure to allow a reasonable period of time
before contacting another source for assistance.
Writing A Letter
If contacting the company in person has not resolved your
complaint, writing a letter to the company is usually the next step. A letter to
the president of the company serves to demonstrate the seriousness of your
complaint and may motivate the company to take steps to resolve the problem.
Many of the same pointers about letter writing mirror those above.
Your letter should calmly and articulately state the nature of your
problem and the resolution you would like. Try to avoid an accusatory
tone. An angry letter is unlikely to speed the resolution of your
problem.
Include all information about the nature of the problem and the
details about when and where the product or service was purchased.
Include photocopies of all documents mentioned above. Be sure to
send photocopies, not originals.
Keep a photocopy of the letter for yourself and keep it together
with all the other documents and information you have gathered.
Once again, after writing the letter wait a reasonable period of time
before contacting another source for assistance.
Contacting Larger Companies
If these attempts to resolve your problem do not yield
satisfactory results and this is a large company, it may be useful to contact
the regional or national office of either the company with which you dealt or
the manufacturer of the product.
Some larger businesses have local customer service centers
listed in the telephone book. It is also worthwhile to look on the product
packaging to see if the manufacturer has an address or phone number to contact
in case of a problem. If not, there may be a toll-free number which can be found
by dialing 1-800-555-1212. Alternatively, stop by your local library and find
the company’s address in the Standard and Poor’s Register of Corporations,
Directors and Executives, which lists over 45,000 U.S. business firms.
At this stage, it is likely that you will need to write a
letter to the company’s national offices even if you contacted them on the
telephone first. This letter should include the same information previously
mentioned. Also be sure to include photocopies of any correspondence you have
already sent or received during this complaint process.
Most of all, being a wise consumer means using common sense. Think twice
before sending money to unfamiliar suppliers making outrageous claims concerning
wealth, health, weight loss, or the like. No matter how many times the BBB tells
consumers to look out for " too good to be true offers", there are
those who will make decisions with their hearts and not their heads. Don’t
dive into a transaction without recognizing the risks involved, and take reasonable
steps to minimize your risks.
