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Presented by the
Federal Trade Commission
August 1998
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 action
lines.
- 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 any of 150
consumer topics, call toll-free, 1-877-FTC-HELP (1-877-382-4357),
or use the online
complaint form. 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 worldwide.
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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