How To Complain Effectively

The customer may always be right, but sometimes you have to convince companies that it’s true. If you think you’ve encountered bad service, you not only have a right to complain, you have a responsibility. Here’s how to do it effectively:

 Decide what you want the company to do. Will you be satisfied with a refund, a credit, a repaired product or a replacement?

 Contact the seller as soon as possible. Talking to a customer service representative can solve many problems. Be ready with details and documentation. Be assertive yet calm (not threatening!) as you explain your position. Keep going up the ladder until you reach someone in a position of authority.

 If the issue is not resolved, write a letter to the seller’s national headquarters or the manufacturer of the item. Do your research since the manufacturer is often different than the brand name.

 If you are not satisfied (after a reasonable amount of time), file a complaint with a third party. In addition to complaining to the Better Business Bureau and your state consumer protection office, take your issue to the state or federal agency that regulates that particular business. You might also get help from a trade association or the local news media.

 If all else fails, consider filing a small claims suit or pursuing a dispute resolution program. You can get a directory of programs, including mediation, arbitration and conciliation, from the American Bar Association.

For more information, consult the “2010 Consumer Action Handbook”
a free 172-page guide from the General Service Administration’s Office of Citizen Services and Communication. You can order the handbook, which contains a directory of several hundred companies and a sample complaint letter, or download it at www.consumeraction.gov.