Consumer Affairs

CONSUMER AFFAIRS How to complain to- and about- a Business
Do you know how to complain to a business?
Read the following example:
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Dear Mr. Park,
My new car has a problem. Every few hundred miles, more oil need to be added. I think this means something is broken. Each time I take the car into the dealer, though, the service people insist that nothing needs fixing. What can I do?
Mrs. Lee
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Dear Mrs. Lee,
I don’t know much about cars, but I can diagnose your problem: You’re dealing with an unresponsive business. Fortunately, there are many things you can do.
First, for starters, complain to the business, in person or by phone. Explain the problem in a way that is firm but not rude. If you don’t seem to be getting anywhere, give-up for the moment. Find out whom you’re talking to and who should you talk to next. Make notes of what’s been said. Second, complain in writing to the person whose name you were given or to someone in the business’ customer-service department. To make your written complaint effective, type it, state the facts fully but briefly and enclose copies of relevant documents like receipts and warranties. If you still don’t get a satisfactory response, send your letters to the business’ legal department or president.
Lastly, if no one within the company has helped you, it’s time to take your complaint to people outside the company. Check your phone book for the numbers of the Better Business Bureau and local consumer groups. Find out whether your local newspaper or radio station has a consumer hotline. This may sound like a lot of work, but it’s worth it. As a consumer, you have certain rights. Stand up for them.
Mr. Park
Questions for discussion: