Consumer Complaints That Work

It's happened to everyone: the expensive product that doesn't work at all, or the mechanic you took your car to six times who never fixed the primary problem. Dealing with bad products and faulty service is like springing a leak in your bank account. And it seems like no matter how upset you get, you never get satisfaction.

Here are some things you can try to make your complaints work for you.

Making Your Argument

Don't ever lose your temper. In almost any situation, when you get mad, you've already lost. Anger makes it harder to focus on the real issue: getting your money back or its equivalent value to you.

Don't let anyone sidetrack you. Write down the issue if you have a problem with this, and every time someone sidetracks you, bring the subject back to the real problem. This may take some practice. If you have a problem with your mechanic not fixing your muffler right, for instance, and he starts talking about the rattle under your hood, just stop him every time and say, "We're talking about the muffler right now." If you're susceptible to being sidetracked, practice with someone before you talk to the mechanic, or just talk to yourself in the mirror.

Stick to the facts, and only the facts. Whether or not your mechanic is a slob is immaterial to whether your muffler is getting repaired.

Escalating Your Argument

If you don't get satisfaction from the first person you speak with, don't waste time arguing. Instead, speak to his or her boss. If that boss doesn't help, speak to their boss, and so on. Eventually you will get to the person who matters in the chain, and that person can resolve your problem.

If you still don't get satisfaction, put it in writing. Send them a registered letter, and keep a copy of it in your files. After you get your delivery confirmation back, call the company again and reference the letter.

When Talking Doesn't Work

Pull out the big guns. The company isn't the only place you can complain. If it's a local company, they are going to be concerned about reports to the Better Business Bureau and possibly your local Chamber of Commerce. You can also try your state attorney's office fraud division; they track patterns of fraudulent business and may be able to help you out.

Look for who your company answers to. For instance, I had problems with a military housing contractor. This contractor doesn't answer to me very well, but when I went to the military command they work with and spoke with the commanding officer's staff and the housing staff, the contractor bent over backwards to help me out. You can do the same thing with public employees or anyone who might be embarrassed by a negative story in the newspaper.

Speaking of newspapers, never overlook your local crusading reporters. Some local newspapers feature a reporter who specializes in helping consumers resolve problems. If you're not sure whether yours does or not, call the newspaper ombudsman and ask.

As your last recourse, take the malefactors to small claims court. You don't have to hire an attorney, only bring your documentation and show up in court (and pay a small filing fee). The company you're fighting with will have to take time out to come to court and defend themselves, or face a summary judgment against them. Either way, they will be forced to deal with your problem instead of ignoring it.

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