Complaining Effectively
How to be a Squeaky Wheel
from Consumer Credit Counseling Service of Greater Atlanta
Have you ever paid good money for a product or service and been genuinely disappointed in the result? Whether it's a small appliance that doesn't work, a shirt with seams that unravel in a week, or the bad attitude of the waiter at a nice restaurant, you're not alone.
In these situations, the only way to make the situation right, is to complain - effectively and loudly, if need be.
Unfortunately, many people never say a word because they just aren't comfortable complaining. They feel it's rude, or they don't like confrontation. However, when you receive a bad product or poor service, you've essentially been lied to. Making a purchase of any kind carries an implied agreement between you and the merchant - the merchant agrees to provide a quality product or service, and you agree to pay money in return.
So, if you've held up your end of the agreement and the merchant hasn't, you have the right to complain. And rest assured, for the most part, these situations result from honest mistakes, and most business owners truly want to know if you're unhappy, so it's really not rude and rarely becomes a confrontational situation.
The first step in complaining effectively is having the facts straight. Before talking to the merchant, have a clear knowledge of the precise dates, times, prices and method of payment. And have as much documentation as possible, including receipts, packaging, and advertisements. You should also take notes of all telephone conversations regarding your complaint - including the time and date of the call and who you spoke with - and keep them in a safe place as well. All this preparation will help you feel more self-assured while discussing the matter.
The next step is to meet with the salesperson or store manager and calmly describe the problem. Be polite and friendly in your demeanor, while being firm and specific about what you expect, whether it's a refund, replacement or repair. And give them a deadline of a week or so as added motivation to resolve the problem.
When you get home after your discussion, immediately write a letter to the person you spoke with, outlining the key points of discussion and especially what was agreed upon as a resolution of the issue. Enclose copies - never send the originals - of all receipts and other documentation.
Again, your tone in this letter should be polite and courteous, but firm and businesslike. For example, thank him or her for their time and cooperation, then close by expressing your confidence that they will act accordingly by agreeing to what you've asked them to do.
If the complaint has not been resolved to your satisfaction by this time, your next step is to write to the company president, assuming they haven't been involved to this point. Always write to the president, and never the customer relations department. You can usually get the names and addresses you need from the Thomas Registry and Standard & Poor's Register of Corporations, both of which are available at most public libraries.
If that doesn't work, there are numerous consumer advocacy groups, including the Better Business Bureau. By the time you get to this step, it's less likely that you'll get your refund or replacement, but at least you can include your complaint in the company's public file for others to see. And chances are, if you were treated badly, others have been as well and that file will get pretty thick, which is a problem they will have to address in the long run.
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