subject: 8 tips for getting a complaint resolved instead of just venting about it [print this page] 8 tips for getting a complaint resolved instead of just venting about it
Let the venting begin.
The only thing surer than great bargains on Black Friday and Cyber Monday is the complaining that follows when a bargain turns out to bewell, not such a bargain. Defective, in fact.
Or maybe you took your favorite shelter magazine's advice and lovingly prepped your home for guests. But the new paint job has already started peeling and the painting contractor won't answer your calls. Oh, and your ceramic stovetop cracked. A week after the warranty expired.
That's when the venting starts. Unless Ralph Nader is one of your buddies, however, venting to friends won't achieve a thing. Numerous sites will let you freely vent by posting consumer complaints, but does that help you fix your problem? Not according to the Consumer Federation of America's June 2010 report about the productiveness of six popular gripe' consumer complaint sites, which found that such sites rarely helped complainants resolve their consumer complaints.
So. Rip-off moving companies, shoddy construction work, broken espresso makers, MP3 players that had clearly been used and re-sold as newhow do you resolve a complaint about a product or service?
1) Keep a paper trail of all contracts and receipts. Many consumers are sloppy about keeping receipts now that major chains like Target and Lowes will find your purchases via your credit card, but they're not infallible, especially if you've had to replace a lost or stolen credit card or the bar code is gone from your purchase. Most stores don't even do this, and computers crashso your friendly local hardware store might never find your invoice.
My advice: keep one hanging file for the year's general receipts and another for receipts for products under warranty. Keep a separate envelope just for Christmas, Hanukah and other holiday gift receipts; and keep a separate, permanent file for home improvement projects and purchasesdon't forget that keeping track of your home's adjusted cost basis can also be important for tax purposes when selling.
2) Be unfailingly polite. When, armed with your receipt, contract or bill, you spend hours negotiating a complicated internal customer support' system and finally reach a live person who is unhelpful, it's tempting to yell. Loudly. Especially when he or she sticks to a script or doesn't seem to have a clue that their company's product or service is simply unacceptable.
Guess what? You have a right to be angry. But take a deep breath. My personal script: "I know I sound angry, and I'm well aware that you aren't personally responsible for causing this problem. But you are representing this company, so how are you going to fix things?"
And when you're dealing with an independent contractor or small local company, it's even more important to be polite. If you lose your temper, bluster, or threaten, you might find yourself on the wrong end of a restraining orderwhich won't help if you eventually take legal steps to resolve your complaint.
3) Take extensive notes during any conversation about your complaint. Note the time, date, and place, the name and title of the person you're talking to, and the gist of the conversation, including exact quotes about solutions the support person offers. Remember that if you're recording the conversation, then legally you must be upfront about it. But hearing your pen scratching or keyboard clicking is often enough to keep complaints staff focused on helping you.
4) Say exactly what you want. That might seem obvious, but you'd be amazed at how many customer service reps have no idea how to make you happy.
5) Ask to get the issue elevated. Don't be persuaded that a supervisor isn't available. You'll hold.
6) Put it in writing. Phone calls and emails unproductive? Then write up your complaint as concisely as possible, including your contact information, the steps you've taken, and your desired outcome, and send it via certified mail, requesting a response.
7) Don't threaten to call your lawyerunless you mean it, in which case, just do it. Lawsuits are expensive and even small claims court is time-consuming, and the offender knows it. He'll usually just roll his eyes and dismiss you as powerless. And be realistic about consumer advocates. While taking membership fees or advertising from the businesses they monitor doesn't necessarily mean that they'll be no help at all, recent media stories have highlighted the problem of inherent conflicts of interest in respected institutions. Don't sit back and expect them to take care of your complaint. Be proactive yourself.
8) Make your complaint in a timely fashion. Because it can be so time-consuming to resolve a complaint, it's easy to put it to one side. It's also easy to lose one or more of your scribbled notes about the steps you've taken. But the longer you wait, the harder it is to achieve resolution.
9) Consider alternative dispute resolution (ADR). www.PeopleClaim allows you to state what happened and what you want to fix things, attaching supporting evidence. The product or service provider is notified by email or, if you prefer, mail. They can agree to settle the claim or negotiate with you online. If your complaint isn't resolved in a set time period, both sides post publicly so that product or service shoppers can see exactly how that business deals with its customers. Simple.
The worst thing to do? Shelving your complaint because you don't have the time or know-how to deal with it. Life is way too short to bear a grudge, which is what you're going to do if you don't get the matter resolved. Just get it off your desk, as quickly and effectively as possible.
