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
- The Consumer's Resource Handbook
offers tips on buying products and services, and lists contacts for information and
assistance. For a free copy, write: Consumer Information Center, Pueblo, Colorado 81009.
- If you're not sure which federal agency has jurisdiction over your inquiry or complaint,
contact the Federal Information Center listed in the U.S. government section of your phone
book.
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.
- Mediation involves a neutral third party a mediator who helps you and the
other party try to resolve the problem. However, it's up to you and the other party to
reach an agreement.
- Arbitration is less formal than court, though you and the other party may appear at
hearings, present evidence, or call and question each other's witnesses. Unlike mediation,
an arbitrator or panel makes a decision once you've presented your case. The decision may
be legally binding.
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
For More
Information
The FTC works for the consumer to
prevent fraudulent, deceptive and unfair business practices in the
marketplace and to provide information to help consumers spot, stop and
avoid them. To file a
complaint or to get free information
on consumer issues, visit
www.ftc.gov or
call toll-free, 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261. The
FTC enters Internet, telemarketing, identity theft and other fraud-related
complaints into
Consumer Sentinel, a
secure, online database available to hundreds of civil and criminal law
enforcement agencies in the U.S. and abroad.
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FEDERAL TRADE COMMISSION |
FOR THE CONSUMER |
1-877-FTC-HELP |
www.ftc.gov |
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August 1998
To learn more about dispute resolution programs, ask for
Resolving Consumer Disputes: Mediation and Arbitration.
Sample
Complaint Letter
(Your Address)
(Your City, State, Zip Code)
(Date)
(Name of Contact Person)
(Title)
(Company Name)
(Street Address)
(City, State, Zip Code)
Dear (Contact Person):On (date), I purchased (or had repaired) a (name of the product
with the serial or model number or service performed). I made this purchase 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).
Therefore, to resolve the problem, I would appreciate your (state the specific action
you want). Enclosed are copies (copies, not originals) of my records (receipts,
guarantees, warranties, cancelled 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 (set a time
limit) before seeking third-party assistance. Please contact me at the above address or by
phone (home or office numbers with area codes).
Sincerely,
Your Name
Account Number |
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