Effective Complaining

We’ve all been there. The coffee pot quit brewing after the second pot. The flooring you and your husband spent hours installing was defective (this is from personal experience).

Nobody wants to spend their hard earned money on defective products, but how do you get the situation resolved to your satisfaction?

Make sure you keep your receipts for the duration of the warranty on any electronics, household appliances, and, yes, even flooring. Have a folder for any receipts and correspondence pertaining to the item.

Try to return the product to the store from which you purchased the item. Many times they will give you your money back or exchange for a new item. In the case of the flooring, it was already on the floor, so there was no way to return it without ripping it up.

Initially talk to a salesperson. If they can’t be of assistance, ask to speak to the supervisor. In the case of the flooring, I went all the way to the manager of Lowe’s. Always speak courteously to the person with whom you are dealing. The nicer you are, the more willing they are to help you. Be firm, but nice.

If the store can’t help, call the manufacturer. The flooring manufacturer sent a representative out to my house to examine the floor, who agreed the floor was defective.

It can sometimes be more effective to send a letter rather than continuing to make phone calls. It is helpful to follow up phone conversations with something in writing. When preparing a complaint letter:

Do some research and find a specific person to address in the letter (”Mr. Jeff Smith as opposed to “Store Manager”).

Clearly display your name and contact information.

Include all information regarding the situation including the purchase date of the product or service, the make/model of the item and your account number.

List the problem specifically, make notes of specific people with whom you have spoken and when the conversations took place and then follow with your reasonable solution (i.e. product replacement, refund, etc.).

State when you expect a resolution.

Enclose copies of receipts or other pertinent information (always keep originals).

Most of all, be persistent. After initial contact, don’t just let it drop. Your persistence will pay off.

Visit the message board to discuss any problems you have had with defective items and how you resolved it.