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CHAPTER 7 - Obtaining Satisfaction and Recompense

The most effective way to complain is in a reasonable and friendly fashion: Don't initially make demands. Presenting your complaint in person is often more successful than complaining over the telephone. In either case, always record the person's full name and title and the date and time of the conversation. Then write a letter to that person, thanking him or her and confirming when and how the matter is to be resolved.

Savvy consumers always first attempt to negotiate solutions to their problems. They also have figured out their next step. If you are having trouble getting through to an employee, speak to his or her boss. Go directly to the owner or president of an establishment if you are being ignored or encountering unnecessary delays. Be persistent when dealing with large companies or bureaucracies and get the names of everyone you deal with. Finally, know the law and which agency is authorized to protect your rights if your problem is still unresolved.

Whenever you have a consumer problem, write a demand letter and send it certified mail, return receipt requested. The importance of sending such a letter cannot be overemphasized. In addition to documenting your claim, the letter will advise your adversary that the matter must be corrected to your immediate satisfaction or you will take additional action. If there is no response to your letter, send a follow-up letter reporting that your initial letter has not been answered. The letter should also state what your next step will be if this letter is ignored.