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Product and service providers realize that consumers expect to get products that work. Most companies have policies in place for directing the issues of unhappy consumers. Problems can usually be solved speedily by speaking with a company representative. However, if you have tried to resolve the problem, it may be time to take it to another level: The WRITTEN COMPLAINT.
For some reason, companies seem to take a written complaint more seriously. Beyond the possibility of answering the dispute, the written complaint will serve as a record of the problem and your tries to resolve it. It may also serve to alert the company or organization to a recurring problem at a particular location or with a particular employee or product.
6 Tips For Writing A Letter That Will Get Results:
1. Get a Name.
The application is to get your letter to the correct person (someone who has the authority to do something about it) as quickly as possible. Sending your charge to the wrong person or addressing the letter generically to the "Complaint Department" will only delay solution. With a quick telephone call to the company's service number, you can get the name and address that you need.
2. Kill Them With Kindness.
As angry as you may be about the situation, it 's important to see that companies are more likely to respond positively, and even go above and beyond the call of duty, (think gift certificate) if the complaint letter keeps a civil and professional tone. A letter which includes calling the company or their employees by every name in the book, does not help your case, and in fact, may only serve to offend them.
3. Just The Facts.
The problem should be clearly stated. Provide only data that is relevant to your complaint - what gave rise to it ; location, date and time it occurred ; steps you have taken to try to resolve it ; and names of employees who have info about the problem. Avoid telling them that your brother in law, Bob, had a problem with the garden department five years ago, since it is not relevant to this special instance.
4. The Proof Is In The Paperwork.
Include copies of any relevant documentation you may have, including: receipts, contracts, service agreements and warranties. You should also include copies of any previous correspondence you have sent to or received from the company regarding the problem. Keep all original documents until the problem has been resolved to your satisfaction.
5. Be Reasonable.
Any demands included in the letter should be reasonable and clearly stated. Since each situation is unique, there are no hard and fast rules as to what you should expect in the form of a resolution. It is usually safe to ask for whatever you think is fair. Asking for a full refund of the purchase price, plus a free trip to Maui is a demand not likely to be met.
6. Bring In The Troops.
There are various regulatory agencies and organizations available to assist consumers in attempting to resolve disputes. Some organizations' efforts are focused on specific products or services such as cars or real estate. A quick Net search using keywords like "consumer complaint" or "consumer protection" should yield a wide variety of useful sites. Since most companies and organizations are willing to go to some lengths to keep consumers happy, calling in the troops may not be necessary. Depending on the nature of your problem, you may state in your letter that you will be sending out a copy to the Better Business Bureau or other appropriate agency. It may be best, however, to give the company a chance to resolve it before you call in the troops.
Consumer Resources
If the complaint letter you sent does not receive a response or if the results are not to your satisfaction, rest assured that options for resolution exist outside the company or organization. The website also allows consumers to access company reports, tips and statistics. The Federal Trade Commission's Bureau of Consumer Protection is in place to protect consumers against unfair, deceptive and fraudulent practices. Complaints may be filed online or may be sent to Federal Trade Commission.
State Attorney General.
Each State Attorney General's office has a consumer protection section in place and many will allow consumers to file a charge online.
For some reason, companies seem to take a written complaint more seriously. Beyond the possibility of answering the dispute, the written complaint will serve as a record of the problem and your tries to resolve it. It may also serve to alert the company or organization to a recurring problem at a particular location or with a particular employee or product.
6 Tips For Writing A Letter That Will Get Results:
1. Get a Name.
The application is to get your letter to the correct person (someone who has the authority to do something about it) as quickly as possible. Sending your charge to the wrong person or addressing the letter generically to the "Complaint Department" will only delay solution. With a quick telephone call to the company's service number, you can get the name and address that you need.
2. Kill Them With Kindness.
As angry as you may be about the situation, it 's important to see that companies are more likely to respond positively, and even go above and beyond the call of duty, (think gift certificate) if the complaint letter keeps a civil and professional tone. A letter which includes calling the company or their employees by every name in the book, does not help your case, and in fact, may only serve to offend them.
3. Just The Facts.
The problem should be clearly stated. Provide only data that is relevant to your complaint - what gave rise to it ; location, date and time it occurred ; steps you have taken to try to resolve it ; and names of employees who have info about the problem. Avoid telling them that your brother in law, Bob, had a problem with the garden department five years ago, since it is not relevant to this special instance.
4. The Proof Is In The Paperwork.
Include copies of any relevant documentation you may have, including: receipts, contracts, service agreements and warranties. You should also include copies of any previous correspondence you have sent to or received from the company regarding the problem. Keep all original documents until the problem has been resolved to your satisfaction.
5. Be Reasonable.
Any demands included in the letter should be reasonable and clearly stated. Since each situation is unique, there are no hard and fast rules as to what you should expect in the form of a resolution. It is usually safe to ask for whatever you think is fair. Asking for a full refund of the purchase price, plus a free trip to Maui is a demand not likely to be met.
6. Bring In The Troops.
There are various regulatory agencies and organizations available to assist consumers in attempting to resolve disputes. Some organizations' efforts are focused on specific products or services such as cars or real estate. A quick Net search using keywords like "consumer complaint" or "consumer protection" should yield a wide variety of useful sites. Since most companies and organizations are willing to go to some lengths to keep consumers happy, calling in the troops may not be necessary. Depending on the nature of your problem, you may state in your letter that you will be sending out a copy to the Better Business Bureau or other appropriate agency. It may be best, however, to give the company a chance to resolve it before you call in the troops.
Consumer Resources
If the complaint letter you sent does not receive a response or if the results are not to your satisfaction, rest assured that options for resolution exist outside the company or organization. The website also allows consumers to access company reports, tips and statistics. The Federal Trade Commission's Bureau of Consumer Protection is in place to protect consumers against unfair, deceptive and fraudulent practices. Complaints may be filed online or may be sent to Federal Trade Commission.
State Attorney General.
Each State Attorney General's office has a consumer protection section in place and many will allow consumers to file a charge online.
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