Common Cents: I Want To Complain!

Hello, and welcome to Common Cents, where we discuss topics relevant to those living below the poverty line and other topics that are of importance to those living paycheck to paycheck!

This week, with the help of the Consumer Action Website, we're discussing something that occurs to practically every consumer, whether living below the poverty level or staying in $1,000-a-night hotels - when things go wrong with what they paid for, almost anyone will say, "I Want To Complain!"

Your Internet service is as high-speed as a wounded opossum. Your new board game has half its cards misprinted. You just discovered a dead insect in your ramen noodles. You just bought a used game and discovered that one of the disks is missing. So what do you do about it? You complain, of course. But who do you complain to, and how do you complain in a way that leads to a successful resolution to your problems?

Who To Contact

The most direct approach, of course, is to contact the person or store who sold you the goods in question; generally, this means returning to the store and asking to speak with a salesperson or customer service representative about the source of your problem. In many cases, stores have limits on how long you can wait to return or get a refund on a defective item, and these policies may vary depending on the type of item (for example, computer games tend to have a much more stringent return policy than DVD players), so do this as soon as you notice a problem with your purchase.

If this doesn't work - either because your item is no longer covered under store policies or because the representative is unable or unwilling to assist you - ask to speak to a supervisor or manager. In many cases, these management individuals are predisposed to providing reasonable accommodations to customers, so it's always worth a try. You can usually receive an exchange or store credit even if your item is no longer eligible for a refund.

If you aren't successful in getting your local retailer to assist you, or aren't satisfied with their response, the next step up is to take your complaint to the national headquarters of the seller or of the item's manufacturer. Many industries have a customer relations department, consumer affairs division, or customer retention department whose job is to solve customer problems and retain them as customers.

To find this headquarters, though, you're going to have to do some detective work. First, check the package for the address or toll-free number of the manufacturer - many companies provide a direct line to contact their consumer support department on their products. If you are dealing with a retailer, ask them for the contact information of their national customer service department directly.

If neither of these proves helpful, check out the website of the retailer or manufacturer. They should have a 'Contact' or 'Support' link that you can use to express your complaints.

Still looking? The Consumer Action Website has an extensive directory of corporate contacts available here that you can use to try to track down a specific manufacturer or corporate entity.

If you're still having trouble, you can also try making a call to 1-800-555-1212 - this is the directory of toll-free numbers, and your corporation of choice might be listed among them.

Still stuck? You can always try your local library, search engines, and your friends to help you track down the most troublesome corporate offices. Look up information on a product to determine the name of its manufacturer or parent corporation - for instance, ActivOn and HeadOn are manufactured by Miralus Inc. Your local library may have reference texts that can help you track down certain corporations. Having more people willing to help will cut down the workload drastically, if your friends don't mind helping you look.

How To Complain

This sounds like an easy task - just complain until the other party does something - but it's really not that simple. Whether you're dealing with a salesperson face-to-face or a consumer relations specialist five thousand miles away, there are some important tips to remember.

-- Calmly explain your problem. Include the name of the product, any serial or model numbers involved, the name and location of the place where you purchased the product, when you made the purchase, what problems you are having with the product, and what you would like them to do to rectify it.

-- Bring or include copies of any documentation that would be relevant (receipts, warranties, etc.) If at all possible, keep the originals - this will prevent accidental (or intentional) losses on behalf of you or the company you are complaining to and allow you to provide future copies to anyone who requires them.

-- While you might be angry with the company, the individual who is listening to or reading your complaint is probably not responsible for the problem, but can probably help you resolve it. That said, being rude, sarcastic, or threatening to the person who is supposed to help you is unlikely to help, and may result in your complaint being ignored or discarded.

-- If your problem cannot be rectified immediately (for instance, if you are writing a letter, or if a customer service representative cannot handle your problem directly), provide your name, address, email address (if contacting them through email or their website), and phone number. If your complaint involves a service or product that uses an account name or number, include this as well. Do not provide passwords, PINs, etc, through the mail unless you are specifically required to do so. Explain how long you are willing to wait for a response before escalating your concerns to the next level.

-- Document your efforts to resolve the problem - including the names of people you spoke to or offices you sent letters to, and what, if anything, was done to resolve the problem. Include this information when taking your communications to the next level. Also maintain copies of any letters, faxes, e-mails, and other documents sent by either party.

Who Else To Complain To

So you've tried complaining everywhere from the place you bought it from to their headquarters and the headquarters of their manufacturer and distributor, and you still aren't satisfied with their response (or lack thereof) to your complaint. So now what? Well, if you still aren't satisfied, there are still some options available.

-- The Better Business Bureau. You probably have heard of the Better Business Bureau already; it is a network of nonprofit organizations (supported by local businesses) that tries to resolve buyer complaints against sellers, and keeps records of unresolved complaints to inform future prospective customers.

-- Consumer Protection Offices. Every state has a department or division responsible for mediating consumer complaints, conducting investigations, and prosecuting companies who violate consumer laws. Many cities and counties also have their own offices to handle these concerns. Take a quick trip down to your local City Hall and find out what office or offices are available for you to contact to mediate unresolved concerns, particularly if you suspect that a law has been violated.

-- State Regulatory Agencies. While you're down at City Hall, you should also find out whether the business in question is under the jurisdiction of a regulatory agency. Utility companies, insurance companies, and financial institutions are examples of businesses that are often under state regulation. If so, you can also contact them for assistance in resolving your complaint.

-- Licensing Agencies. Many businesses require licenses or registration from the state or local jurisdiction in order to conduct business. Again, your visit to City Hall can provide you with more information regarding what agency or agencies might handle complaints and take disciplinary action against a specific business.

-- Trade Associations. Many industries have trade associations established to help resolve problems between member companies and consumers - check this list to see if a trade association exists that can assist you.

-- National Consumer Organizations. Many consumer organizations are focused more on informing the consumer than on handling individual complaints, though they may be interested in hearing about problems, issues, and concerns relating to their area of advocacy, and some do provide assistance with consumer concerns directly. Click here for a list of consumer organizations that may be willing to listen or assist with your complaints.

-- Media. Your local news stations, radio stations, or newspapers may have specialized hotlines or other services to help resolve consumer complaints. Many television news crews have a segment focused on solving consumer problems within their community, and some radio stations and newspapers may be interested in following up on your concerns as well, especially if multiple people are experiencing problems with a specific business.

In short, there are many avenues to follow when a business doesn't measure up to expectations or deliver on its promises. Complaining isn't merely a cathartic exercise, but a useful way to rectify problems and get your money's worth - and if you truly are dealing with a disreputable company, your complaints can be useful in making sure other consumers are forewarned. Don't just ignore it -- stand up and say, "I want to complain!"


Austin Cushing, Money Correspondent:
Austin's column, Common Cents, published on Tuesdays to Gather Essentials: Money, is focused on life below the poverty line and other topics that are of importance to those living paycheck to paycheck.

Austin Cushing is an eccentric writer, consultant, programmer, poet, photographer, and Microsoft-certified database administrator. He writes from personal experience and personal opinion, and enjoys finding the humor in even the darkest aspects of the world. In addition to his column, he maintains Gather groups on a diverse range of topics, from gaming to political discourse.

You can find all of Austin's Common Cents columns at http://commoncents.gather.com. Keep up with Austin's other postings and Gather activity by joining his Gather network -- just click here and select the orange "Connect" button on the left-hand side of the page.

Food for Thought:
Want to know more about protecting yourself as a consumer? I highly recommend that you order the Consumer Action Handbook available here - it's packed full of information useful whether you're below the poverty line or at the top of the tax brackets.

Want to laugh about complaints? Check out this YouTube video by Monty Python.