| |
Almost everybody at one time or another
has had a legitimate complaint about a defective product or poor
service. Yet surprisingly, most people don't complain where it makes
a difference -- at the source. For those who do decide to complain,
knowing how and where to register the complaint can be confusing.
Taking the time to register a legitimate
complaint allows a company to know where it's having problems. Most
reputable firms -- be it a financial institution or your local supermarket
-- depend on repeat business and customer referrals for a
large share of their business. They want to know if their products
have been found faulty or if employees dealt rudely or ineptly with
customers. A timely, well-presented complaint is more likely to
get results. Here are some pointers to help you resolve a consumer
problem as well as some measures to help prevent future problems:
-
First, make sure that your complaint
addresses a specific problem and that you can explain
it clearly. Prepare a short summary of the problem in writing,
whether you're complaining in person, by telephone, or by letter.
-
Pull together any records you
need that relate to the problem-- bills, service records, warranties,
transaction receipts and make copies of the originals.
Take the copies with you when you are complaining in person
or enclose copies with your complaint letter.
-
Before you formally complain,
make sure you know what you would like the company to do to
resolve the problem. For example, do you want the product repaired?
Do you want a replacement of the same product or a refund? Remember
to be reasonable in your expectations. If you have used
the product for a significant amount of time, be sure not to
demand unreasonable compensation.
-
A complaint about poor service
should also let the company know whether the bad service
caused resulting problems. If poor service resulted in increased
costs to you, specify what those costs were. For instance, if
a plumbing leak was not properly repaired and caused water damage,
you might ask the company to cover the cost of repairs needed.
-
Try to resolve the problem right
after it occurs by telephoning a company representative or visiting
the store or service outlet. Have the copies of your records
-- receipts, warranties, dates of service or delivery -- readily
available. Be sure to write down the name of the person
to whom you complained, the date, and the result, that is, what
steps you were told the company will take to resolve the problem.
-
If you're not satisfied at this
level, request the names and addresses of customer service representatives
and top executives of the company. If this information
is not readily made available, consult your packing documents,
warranty information, telephone directory, internet searches
or local library.
-
Prepare a formal letter
to these people outlining the problem and the steps you've already
taken to resolve it. Be sure to include the solution you are
requesting and the copies of the papers previously noted. Also,
mention a reasonable deadline for the company to resolve the
problem.
-
There's a much greater chance
of resolving your problem if the complaint letter is sent as
soon as possible. It lets the company know that you are
serious about your complaint and provides a dated and signed
record of this formal step that you might need in the future.
-
For certain types of sales, for
example, door-to-door sales of $25 or more, you have the legal
right to cancel the contract within three days. Thus, timeliness
in sending in your signed and dated cancellation form is particularly
important if you are dissatisfied with the product or service.
-
Follow up with another letter
if your deadline is not met. Mention further steps you plan
to take, such as complaining to a local Better Business Bureau
or government agencies. Enclose a copy of your previous letter.
-
The Better Business Bureaus (BBBs)
are non-profit organizations sponsored by local businesses.
BBBs record complaints about companies as well as answer many
consumer questions. In addition to recording new complaints,
BBBs will tell you if a previous complaint has been registered
against a company. Checking with your local BBH before doing
business with a company is one preventive measure that can help
you avoid poor service or defective products. There are Better
Business Bureaus nationwide. The number of your local branch
can be found in the business listings of your phone book.
Another preventive resource often
overlooked by consumers in checking businesses is Dunn &
Bradstreet Information Services, which researches and evaluates
companies from a financial perspective. For a $60 fee a consumer
can get a report on a company just as businesses regularly do. The
consumer services number at Dunn & Bradstreet is (800) 333-0505
Complaining about a product in a way
that gets results does take some time and effort on your part. However,
most reputable businesses plan to be around for a long time. They
know that the key to their continued viability is customer satisfaction.
Your complaints alert them to product and service quality
control problems that can cost them future business. That gives
you the clout to get your legitimate complaints properly resolved
-- so don't be afraid to use it when necessary.
Related tags:Do it Yourself, |
Stay away!