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Consumer Complaints
Posted by: | CommentsConsumer Complaints briefly explained
The big questions are How and when to file a consumer complaint
Every country, state or province around the globe count with, at least, a special department or goverment entity that help to protect customer rights, there are also several associations that will provide advise, the idea is to know your rights and defend them.
On USA, for example, each state offer this kind of protection throught the Attorney General Office but there are also local and federal organizations that can help you.
The Attorney General on your state has the authority to investigate business and trade practices and takes legal action on behalf of the Government, in order to stop unfair, false, misleading or deceptive acts and practices. They concentrate and investigative activities on those complaints that indicate a pattern of unfairness or deception substantially affecting the public interest.
Of course, the Attorney General should be only contacted after all efforts to solve the problem by your own have failed. They better can help in your case if you first tried to solve the problem directly and you are victim of a consumer fraud.
By definition, consumer fraud is any deception, false statement, false pretense, false promise or misrepresentation made by a seller or advertiser of merchandise. In addition, concealment, suppression or failure to disclose a material fact may be consumer fraud if it is done with the intent that others rely on such concealment, suppression or nondisclosure. Merchandise may include any objects, wares, goods, commodities, intangibles, real estate or services.
How to Effectively Resolve a Complaint On Your Own
As soon as you become aware of a problem, approach the business or entity and state specifically the nature of your complaint. Take along your receipt, any guarantee or warranty, and, if possible, the product. Be assertive! If you are told by a salesperson that he or she cannot help you, ask for a higher authority such as the manager or owner. When complaining by mail, give the brand, model, size, color, and any other details needed to identify the product. Include a statement of the circumstances regarding your complaint. Keep a copy of your complaint letter and all correspondence you receive. If you return a product by mail, be sure to have it insured.
Many complaints can be resolved informally merely by contacting the company involved and notifying them of your complaint. Here are some important tips to remember:
- Before You Buy
- Know what you are paying for. Does the seller have the required licenses? Is the seller qualified to provide the product or service?
- Be aware of store refund policies. Some stores allow return of items within a few days; others will not accept returns if you wait too long.
- After You Buy
- Save all contracts, sales receipts, cancelled checks, owner’s manuals and warranty documents.
- Read and follow product and service instructions. The way you use or take care of a product might affect your warranty rights.
- If things don’t work out, complain as soon as possible
- The first step in resolving a consumer problem is to contact the business that sold the product or performed the service.
- Have in mind the specific complaint you want to make to the company, and present it immediately and clearly.
- Offer a reasonable and specific remedy that will resolve your complaint.
- If you are making the complaint in person, be sure to bring any documentation that will support your position and help resolve the complaint.
- When the complaint is made through written correspondence, be sure to include all relevant information, along with suggested remedies. Also, enclose all supporting documentation. However, never send original documents, only copies.
- Be assertive! If you are told by a salesperson or company representative that they cannot deal with your complaint, ask to speak to a supervisor
- A letter to the manager is the most effective method. The letter should clearly outline the product purchased, the problem, and the resolution you are seeking. Keep copies of all correspondence.
- If the purchase was made by credit card and the item is defective, you may have the right to withhold payment. Go to www.dca.ca.gov, then click on the “Consumer Information” link, then the “Legal Guides” link, then follow the links under the “Credit” heading.
A SAMPLE LETTER
Date
Your Name
Your Address
City, State/Province Zip/postal Code
Account Number (if applicable)
Your Phone Number
Name of Contact Person (if available)
Title (if available)
Company Name
Consumer Complaint Division (if no contact person)
Mailing Address
City, State /Province, Zip/Postal Code
Dear (Contact Person), On (date), I (purchased, leased, rented, or had repaired) a (name of the product, serial or model number or service performed) at (location, date, and other important details of the transaction).
Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem; for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or was misrepresented, etc.).
To resolve the problem, I would appreciate (state the specific action you want – money back, credit on bank card, exchange, etc.).
I look forward to your reply and a resolution to my problem I will wait until (set a time limit) before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the address or phone shown above.
Sincerely,
(Your signature and printed name)
If the Business is unresponsive to your complaint…
Contact local, State and Federal organizations for help. Be aware that government agencies will not take on or settle your case, nor can they force a business to settle a complaint, but they may be able to convince the business to resolve the complaint.
Who can Help you?
- The board, bureau, state, or local agency that licenses and/or regulates the business or profession
- The State Attorney General’s Office typically has a division that deals with consumer protection
- The Better Business Bureau in the vicinity of where the business is located
- Your local Postmaster
- Local media—television, radio or newspaper
Complaint handling Resourses
Posted by: | CommentsThis selection of complaint related resources includes de following topics:
- Consumer complaints
- Customer complaints
- How to file a complaint
- Complaint letters (structure and examples)
- Customer protection organisations
- Online resources
The idea is to cover each topic deeply enough to provide our visitors with the most complete set of tools and guides, if you know a resource that it is not included yet, please let us know, we will add it ASAP
Since our visitors come from several countries we are also including international guides, so if you are not in North America, please take a look at our section of resources by country.
How to write a complaint letter – To obtain the results you want
Posted by: | CommentsHave you been double-charged on your credit card? Did the poor service at that restaurant ruin your special evening? Were the flowers you ordered delivered to the wrong address?
Then it’s time you write a complaint letter that gets the situation resolved to your satisfaction:
Make your opening sentence a positive one and get to the point in the first paragraph. (The flower shop doesn’t need to know this was your grandmother’s 90th birthday, but they do need to know that you’ve been their customer for five years. )
Beginning on an upbeat note will let them know you want to continue doing business with them. Tell your story precisely and in as few words as possible. (You don’t need to tell the restaurant that you were hosting a business dinner with your new boss, but rather this was a special evening to celebrate an important occasion.)
State specifically what went wrong, such as the food was cold or they neglected to bring the appetizers until the main course was served. Be humorous if possible- this wasn’t brain surgery even though it was important to you.
Don’t threaten. Swearing to never shop there again or to call the Better Business Bureau just makes you appear out of control.
No one will be in a hurry to handle your problem. If you act respectfully, you can expect the same behavior in return.
State exactly how this mistake cost you (time, money or embarrassment) and what result you want (refund, free meal or gift certificate).
Be reasonable in your request- you won’t get unlimited free meals for life because the waiter spilled coffee on your new suit. However, you may get a free bottle of wine on your next visit.
Provide a copy of your receipts, correspondence or contracts with your letter. If you had a contract with a caterer and he didn’t provide the desserts you ordered, having the agreement to prove it will further your cause.
When the matter has been resolved, be sure to do the company a favor in return. Telling your friends about the flowers that were delivered to the wrong hospital and how the florist personally took a fresh arrangement to the patient himself shows how far the merchant was willing to go to provide excellent customer service.
Remember, the purpose of business is to keep the customer coming back. How you let the company know about their mistake is just as important as how they remedy the situation- it can be a win-win solution for both parties.
Template letter: request for help from a consumer protection agency
Posted by: | CommentsYour name
Your street
Your suburb state postcode
(Phone number and email if required)
Today’s date
Consumer Affairs Agency
Nearest office
Address
Dear Sir/Madam
BRIEF DESCRIPTION OF PROBLEM—REASON FOR WRITING
First, explain why you are writing to the consumer protection agency giving a brief description of the problem. Note when and where you bought the product and explain why you are unhappy with it. Also explain what steps you have taken and why the response of the supplier has not solved the problem to your satisfaction.
Next, describe what you have done to get the problem fixed, who you spoke to and the results, if any, of your efforts. Outline what you expected as a solution to your problem—repair the fault, give you a refund, a replacement unit or a similar product of equivalent or better quality.
Then explain what the supplier did to help you solve the problem and why you think they should have done more. Tell the agency that you went to the industry peak body and what information they gave you. Provide details of any conversations you have had and copies of any correspondence you have sent or received.
Be sure to enclose copies of any relevant documents such as receipts or warranty certificates as well as copies of the letters you have sent to the supplier and industry body. Finish your letter with a full list of your possible contact details—addresses, phone numbers and mention whether it is a ‘business hours’ or ‘home’ contact. Make it clear that you would like the agency to contact you soon.
Yours faithfully
Your name
Enclosed: copies of relevant documents
Template letter: requesting a refund
Posted by: | CommentsYour name
Your street
Your suburb state postcode
(Phone number and email if required)
Today’s date
Contact person (Manager)
Business concerned
Business address
Dear Mr/Ms Manager
BRIEF DESCRIPTION OF PROBLEM—REASON FOR WRITING
First, write a detailed description of the problem, noting when and where you bought the product and how much it cost you. List all important information but try not to get bogged down in any irrelevant or trivial details. Then explain why you are unhappy with what you have bought—if it’s broken or unfit for its purpose or some other reason.
Next, outline the steps you have taken to get the problem fixed, who you spoke to and the results, if any, of your efforts.
Then describe what you would like the business to do about the problem—a refund, a replacement or a similar product to the same value from a different manufacturer. Offer to deliver the item to the supplier’s address and follow with something like ‘I look forward to your prompt response’ or similar request indicating that you expect to hear from them and by what date.
Be sure to enclose copies of any relevant documentation such as receipts or warranty certificates.
Finish your letter with a full list of possible contact addresses or phone numbers where you can be contacted, particularly during business hours, and reinforce that you expect to hear from the business.
Yours sincerely
Your name
Enclosed
customer service response letter to a customer complaint Sample
Posted by: | CommentsName and address
Date
Reference
Dear………
I am writing with reference to (situation or complaint) of (date).
Firstly I apologise (‘apologize’ in US) for the inconvenience/distress/problems created by our error/failure.
We take great care to ensure that important matters such as this are properly managed/processed/implemented, although due to (give reason – be careful as to how much detail you provide – generally you need only outline the reason broadly), so on this occasion an acceptable standard has clearly not been met/we have clearly not succeeded in meeting your expectations.
In light of this, we have decided to (solution or offer), which we hope will be acceptable to you, and hope also that this will provide a basis for continuing our relationship/your continued custom.
I will call you soon to check that this meets with your approval/Please contact me should you have any further cause for concern.
Yours, etc.
——————————————————————————–
Other points of note when dealing with customer complaints and complaints letters:
Always take personal responsibility for problems until they are fully resolved. Don’t just ‘throw it over the wall’ and hope that a colleague sees it through. You must be the guardian of the complaint and look after the customer to ensure that your organisation does the right thing, even when someone else has responsibility to deal with it. Always check that the customer has been looked after, and the problem finally resolved – it’s just a phone call.
Always check your policies, procedures, standing instructions, latest bulletins, etc relating to service delivery levels and complaints resolution. If procedures and standards are hazy then do your best to encourage management or directors to create and publish clearer expectations and procedures for staff and customers. When things go wrong it’s normally because people don’t understand what expectations are, rather than a failure of an individual, or the action or reaction of a customer.
Be careful about accepting liability if you have no guideline or policy enabling you to do so, and in any event, whereever you perceive potentially significant liability could exist, delay any decision or commitment until seeking advice from a person in suitable authority.
Always try to speak to people on the phone – even if you’re writing a letter – make contact by phone as well. Voice contact is so much more reliable and effective when trying to diffuse conflict and rebuild trust.
Before you send anything – read it back to yourself and ask, “What would I think if I received this? How would I feel?” If your answers are less than positive you should re-write the letter.
If you ever find yourself using a nasty old standard customer complaints response letter, that your department has been using for ages, to the distress of your complaining customers, take responsibility for getting the standard letter replaced with something that is positive and empathic and constructive.
A complaining customer is an opportunity for the supplying organisation to improve and consolidate the relationship, and to keep the customer for life. Make sure you use it.
In responding to serious, large complaints and implications, you should initially respond with an immediate solution to resolve the current issue, and then arrange with the customer how best to develop and agree a remedial change that will prevent re-occurrence, which for large contracts should probably entail a meeting, involving relevant people from both sides. In some situations you will find that the need is actually for a fully blown re-negotiation of the service level agreement. In such cases do embrace the opportunity as a very positive one – a chance to consolidate and strengthen the relationship, and normally an opportunity to extend the length of the contract.
In dealing with complains of any sort, take heart from the fact that customers whose complaints are satisfactorily resolved, become even more loyal than they were before the complaint arose.
responding to customer complaints and complaints letters
Posted by: | CommentsResponding to complaints letters is of course a different matter than doing the complaining.
If you are in a customer service position of any sort, and you receive complaints from customers, consider the following:
Firstly it is important to refer to, and be aware of, and be fully versed in your organisation’s policies and procedures for dealing with customer complaints. If your organisation does not have a procedure for complaints handling then you should suggest that it produces one. And publishes it to all staff and customers. For large, complex supply or service arrangements, and for large customer accounts, it is normal and sensible for specific ’service level agreements’ (SLA’s) to be negotiated and published on an individual customer basis. Again, if none exists, do your best to help to establish them – your customers will thank you.
It is essential to refer to the standards and published deliverables relating to the particular complaint. Your response needs to be sympathetic, but also needs to reflect the responsibility and accountability that your organisation bears in relation to the complaint. All organisations should have a policy for dealing with complaints, especially where the complaint is justified and results from a failure to deliver a service or product to a stated and agreed quality, specification, cost or timescale. Your organisation ideally should also have guidelines for dealing with complaints that might not justified; ie., where the customer’s complaint is based on an expectation that is beyond or outside what was agreed or stated in whatever constitutes the supply contract. Matters such as these, in which a complaint might not be justified, generally require pragmatic judgement since the cost and implications of resolving such matters can be significant and far-reaching.
Aside from the judgement about solutions, remedial action, or compensation, etc., it is always vital to respond to all complaints with empathy and sympathy. Remember that the person on the other end of the phone, or the writer of the complaint letter, is another human being, trying to do the best they can, with the same pressures and challenges that you have. Respect the other person. Focus on the issues and solutions, not the personality or the emotion.
You should therefore always demonstrate a willingness, and the capability, to understand a customer’s feelings and situation, whether or not you actually agree with their stand-point. The demonstration of empathic understanding goes a long long way towards soothing a customer’s anger and disappointment, even if you are unable to provide a response which fully meets their expectations or their initial demands.
Use phrases like, “Oh dear, I understand that must be very upsetting for you,” rather than “Yes, I agree, you’ve been badly treated.” You can understand without necessarily agreeing. There is a difference, moreover, angry and upset people need mainly to be understood.
For this reason, all communications with complaining customers must be very sympathetic and understanding. An understanding tone should also be used in writing response letters to customer complaints, and in dealing with any failure to meet expectations, whether the customer’s expectations are realistic and fair, or not.
Here is a simple template example of a response letter to a customer complaint. There are many ways to alter it. Use it as a guide.
Before sending any response letter ensure that you satisfy yourself that you are operating within your organisation’s guidelines covering service levels, remedial action, compensation and acceptance of liability or blame.
Sample Complaint
Posted by: | CommentsWhen filing a complaint, keep these things in mind:
* Remain calm. The person who can help didn’t cause the problem.
* Don’t use an angry, threatening or sarcastic tone.
* State exactly what you want done about the problem.
* Document each step, and keep copies.
* Start with the seller first. You can resolve many problems by calling a company’s toll free number. Even on the phone, you should know the details of the complaint. You can use the sample letter below to jot down a few notes before you call. If necessary, ask to speak to a manager.
* If that doesn’t work, send a letter or e-mail to the manufacturer’s national headquarters or consumer affairs office. Some experts suggest that a letter is the most effective method for contacting a company. If e-mails and phone calls don’t work, try the old fashioned way.
* If the problem still isn’t resolved, try your local consumer protection agency, Better Business Bureau or other helpful organization.
*If all else fails, consider filing a small claims suit or hiring an attorney.
Sample Complaint Letter
Your Address
Your City, State, Zip Code
(Your e-mail address if sending via e-mail)
Date
Name of Contact Person (if available)
Title (if available)
Company Name
Consumer Complaint Division (if you have no specific contact)
Street Address
City, State, Zip Code
Dear (Contact Person):
Re: (account number, if applicable)
On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or service performed) at (location, date and other important details of the transaction).
Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem: for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or was misrepresented, etc.).
To resolve the problem, I would appreciate your (state the specific action you want – money back, charge card credit, repair, exchange, etc.). Enclosed are copies (do not send originals) of my records (include receipts, guarantees, warranties, canceled checks, contracts, model and serial numbers, and any other documents).
I look forward to your reply and a resolution to my problem and will wait until (set a time limit) before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at (home and/or office numbers with area code).
Sincerely,
Your name
Enclosure(s)