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Solving Consumer Problems No doubt you've purchased a product or service that you weren't happy with. Rather than accepting the situation, take action. After all, businesses want to keep you happy so you'll keep coming back. The Federal Trade Commission suggests these simple strategies for resolving a problem you may have with a product or service. Where to Start Contact the seller. Keep a record of your conversations — who you spoke with and when, and the action promised. If you can't resolve the problem at this level, contact the company headquarters. In some instances, you may have to contact the manufacturer. Many companies have a toll-free telephone number. Look for it on package labeling, or call 1-800-555-1212 for toll-free directory assistance. Management may be grateful for your input; it can help identify problems that are bad for business. Write a Letter An effective complaint letter should be clear and concise, and include all the facts. Include copies — not originals — of documents regarding your complaint, such as sales receipts, repair orders, warranties, cancelled checks, contracts, and any correspondence with the company. See the sample letter below. You may want to send your letter by certified mail, return receipt requested. The extra money this costs pays for your proof that the company got your letter and who signed for it. And If That Doesn't Work If your letter doesn't do the trick, contact the following organizations for help: State and Local Organizations Check your telephone directory for the complete names, addresses, and phone numbers of these offices: Your state attorney general usually has a division that deals with consumer protection issues; Your local consumer protection office; The Better Business Bureau in your state and where the company is located; Your local Postmaster; The local media — television, radio, or newspaper consumer actionlines. www.consumerworld.org lists international, federal, state, local, and private consumer agencies as well as Better Business Bureaus, consumer organizations, and professional associations. Federal Government
Dispute Resolution Programs Many consumers and businesses use dispute resolution programs — mediation and arbitration — as an alternative to going to court. Some businesses require consumers to arbitrate their disputes and waive their right to go to court. Check your contract or product packaging for details. Some programs are free. Others charge a flat fee, or a rate based on your ability to pay.
The following organizations can help you find a program near you: Your state attorney general or local consumer protection agency; small claims courts and court systems; nonprofit dispute resolution organizations; bar associations and law school clinics; Better Business Bureaus; Conflict Resolution Education Network, 1527 New Hampshire Avenue, NW, Washington, DC 20036, 202-667-9700 |
