Difference between revisions of "Xtroubleshoot"

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{{Consumer Law Wikibook TOC}}Suppose you bought something and you are not satisfied with it. What can you do? You have the right to make a complaint when something that you bought:
* did not do what it said it would do, or
* was not of satisfactory quality, or
* was not as described.
 
However, you also have the responsibility to find out a store's policies before you buy, and take proper care of things you buy and follow the <span class="noglossary">instructions</span> to use them.
 
==How do I start a complaint?==
 
===Step 1: Collect the information===
 
For example:
* Prepare a description of the ''goods'' you bought. This can include anything the seller said to you about the goods, anything the seller advertised, or anything the seller gave you in writing.
* How much you paid, and receipts or other proofs of purchase.
* Copies of any documents, for example, a ''warranty''.
* Details of the problem:
** what the problem is with the goods you bought,
** when you first noticed the problem, and
** how long you have had the goods, or if you have not had the goods at all, when you were supposed to receive them?
 
[[File:ConsumerLawGuidePage3.jpg|thumb|200px|right|link=]]
 
===Step 2: Be ready to keep notes on what happens===
 
* ''Who'' did you talk to? (Ask for the person's name or <span class="noglossary">title</span> — sales clerk, manager, etc.)
* ''When'' did you talk to them?
* ''What'' did you tell them:
**about the problem, and 
**about what you want them to do?
* ''What'' did they say to you?
* ''What'' was the next step that:
**you said you would take, or 
**they said they would take?
 
===Step 3: Let the company know you have a problem===
 
The first step is to find the right person to talk to about the problem. You may <span class="noglossary">contact</span> the store or company in person or you may make a phone call. Have your information with you. You could start with something like this:
 
<blockquote>''My name is __________. I would like to make a complaint about the product I bought from your company. Could you direct me to the person who handles complaints?''</blockquote>
 
They may tell you that you have to make your complaint in writing. If they do this, ask for the name and address you send the letter to.
 
The Canadian Consumer Information Gateway has a Complaint Roadmap, an information tool that provides a step-by-step approach to help you present your complaint to a business. The Roadmap includes a sample complaint letter that you can use to develop your letter. Visit [http://www.consumerinformation.ca www.consumerinformation.ca] and look under "Complaint Roadmap".
 
==Steps to make a complaint==
 
There are three steps to make your complaint. You can use them if you make a complaint in person, by phone, or by letter.
 
===Step 1: Explain the problem===
 
You can say something like this:
 
<blockquote>''I bought my'' _________________ (the item you purchased) ''on'' ____________(date), ''at'' ____________(location). ''The model number is _________________. I am contacting you because the product is:'' (choose one)
 
:* ''not working right''
:* ''cannot do what it is meant to do'' </blockquote>
 
[[File:ConsumerLawGuidePage4.jpg|thumb|300px|right|link=]]
===Step 2: Explain what you want===
 
You can say something like this:
 
<blockquote>''I think it is only fair that you:'' (choose one)
:* ''replace the product''
:* ''provide me with a refund''
:* ''repair the product free of charge''
</blockquote>
 
The person from the store or company may agree to do what you ask for. In this <span class="noglossary">case</span>, ask ''when'' they <span class="noglossary">will</span> do this.
 
If the person does not agree to do what you ask for, ask to speak to the manager of the company or to the head office. Get the phone number or the address.
If you do not get what you want from the store or company, tell them what you <span class="noglossary">will</span> do next. You can say something like this:
 
<blockquote>''I still hope we can reach an agreement on this. If not, I <span class="noglossary">will</span> stop buying from your company and I <span class="noglossary">will</span> tell other people about this problem. If I do not hear from you by''____________ (give a date)'' my next step <span class="noglossary">will</span> be to:'' (choose one or more)
 
:* ''file a complaint with the Better Business Bureau''
:* ''<span class="noglossary">contact</span> Consumer Protection BC'' </blockquote>
Then give your details:
<blockquote>
*''You can reach me at'' ____________(your address). ''I'll be waiting to hear from you by'' ____________(date).
</blockquote>
 
If you do not hear back, take the next step. Do what you have told the store or company you <span class="noglossary">will</span> do.
 
===Step 3: File a complaint===
 
If you still do not get a satisfactory response from the store or company, you can file a complaint. One option you have for filing a complaint is the Better Business Bureau (BBB), which receives complaints about local businesses. Visit [http://mbc.bbb.org/consumers mbc.bbb.org/consumers] and look under "Complaints".
 
You may also <span class="noglossary">contact</span> Consumer Protection BC for  [http://www.consumerprotectionbc.ca/consumers-alias/resolving-problems information]  and  [http://www.consumerprotectionbc.ca/consumers-alias/help-for-how-can-we-help referrals] on where you may file a complaint about a specific business type.
 
==Small Claims Court==
 
If you cannot solve the problem, your next step may be to make a claim in ''Small Claims Court''. To find out how to make a claim in Small Claims Court, go to [http://www.clicklaw.bc.ca www.clicklaw.bc.ca], and type in "Small Claims" in the search box. The site links you to a [http://www.clicklaw.bc.ca/resource/1514 video about Small Claims Court] available in Chinese, Punjabi, Vietnamese, and English, among other resources.
 
{{REVIEWED | reviewer = [[People's Law School]], 2013}}
 
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Revision as of 19:26, 27 March 2014

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