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Difference between revisions of "If There Are Consumer Problems"
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You could start with something like this: | You could start with something like this: | ||
:''"My name is __________. I would like to make a complaint about a product I bought from your company. Could you direct me to the person who handles complaints?"'' | ::''"My name is __________. I would like to make a complaint about a product I bought from your company. Could you direct me to the person who handles complaints?"'' | ||
They may say that you have to make your complaint in writing. If they do, ask for the name and address you are to send the written complaint to. | They may say that you have to make your complaint in writing. If they do, ask for the name and address you are to send the written complaint to. | ||
When you find the right person to talk to, clearly explain your problem. Be firm and businesslike, but polite. You can say something like this: | When you find the right person to talk to, clearly explain your problem. Be firm and businesslike, but polite. You can say something like this: | ||
:''"I bought a _________________ on ____________ [date], at ____________ [location]. I am contacting you because the product: [choose one]'' | ::''"I bought a _________________ on ____________ [date], at ____________ [location]. I am contacting you because the product: [choose one]'' | ||
:* ''is not working right'' | ::* ''is not working right'' | ||
:* ''cannot do what it is meant to do'' | ::* ''cannot do what it is meant to do'' | ||
:* ''was not delivered"'' | ::* ''was not delivered"'' | ||
Let them know you understand what you’re entitled to. Tell them what you want them to do to resolve the problem. You can say something like this: | Let them know you understand what you’re entitled to. Tell them what you want them to do to resolve the problem. You can say something like this: | ||
:''"I think it is only fair that you: [choose one]'' | ::''"I think it is only fair that you: [choose one]'' | ||
:* ''provide me with a refund'' | ::* ''provide me with a refund'' | ||
:* ''replace the product'' | ::* ''replace the product'' | ||
:* ''repair the product free of charge"'' | ::* ''repair the product free of charge"'' | ||
The person may agree to do what you suggest. In this case, ask '''when''' they will do this. Ask them for their name so you can refer to the conversation later. Follow-up with a written note confirming what was agreed to. | The person may agree to do what you suggest. In this case, ask '''when''' they will do this. Ask them for their name so you can refer to the conversation later. Follow-up with a written note confirming what was agreed to. | ||
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You should give a time frame for them to address the problem. Usually 10 working days is sufficient. You can write something like this: | You should give a time frame for them to address the problem. Usually 10 working days is sufficient. You can write something like this: | ||
:''I look forward to your reply and to resolving the problem, and will wait until ___________________ [date] before taking my next step. Please contact me as soon as possible at the above address or by telephone at ____________.'' | ::''"I look forward to your reply and to resolving the problem, and will wait until ___________________ [date] before taking my next step. Please contact me as soon as possible at the above address or by telephone at ____________."'' | ||
You can also say what you will do next if they do not address the problem. For example, you might say that your next step will be to file a complaint with the Better Business Bureau or Consumer Protection BC, or to seek legal advice. | You can also say what you will do next if they do not address the problem. For example, you might say that your next step will be to file a complaint with the Better Business Bureau or Consumer Protection BC, or to seek legal advice. | ||
