Tips on Making Product Complaints

Date Posted: Aug 08, 2008

Many people begin their conversation or letter of complaint with a chronological discourse on what has transpired, or worse yet, with an emotional outburst. If the recipient of the complaint has to wonder, why is she telling me this?, you will irritate the person you need to help you. If you use harsh language, he/she may hang up or throw your letter in the trash. The following tips are proven to be effective:

• Complain without an emotional outburst-- don't offend the person who can help you.
  
• Act promptly -- this signifies that the problem is important to you.
  
• Make your opening statement (phone or letter) positive -- you will be considered a valued consumer. EXAMPLE: I have been a satisfied customer of __ for __ years; however, recently .....
  
• State facts in an objective manner. EXAMPLE: The television set I purchased (date) does not work unless it is unplugged and plugged back in each time we want to watch it.
  
• Put your request before any justification. EXAMPLE: I will be satisfied if you send someone to fix the TV or replace the one I have with a new one that works without this inconvenience.
  
• If the problem is significant, put your request in writing so you will have a record of your complaint. This will be useful if you have to make repeated efforts to receive consumer satisfaction.
  
• When you send a letter, include appropriate attachments: copy of receipt, warranty, copies of earlier correspondence.
  
• If you are having difficulty getting satisfaction, send a copy of yoru complaint letter(s) to a 3rd party: Federal Trade Commission, Food and Drug Administration, Georgia Office of Consumer Affairs, Better Business Bureau or appropriate trade association.