The Right and Proper Way to Complain

From Everyday Cheapskate

Now and then it happens to all of us. Something goes wrong with a product or service and we feel as though we've been ripped off. And when that happens, you need to know how to complain.

The secret is to do so with such style and grace that your opponent is prompted to act—not out of duress but because you present a compelling case and make it possible for him to remediate the circumstance with dignity..

JUST THE FACTS.
While the details are fresh in your mind, write down what happened. Include as many details as possible so you don't have to rely on your memory.

START EASY.
Make at least one good-faith attempt to reach a resolution at the customer-service level. Don't threaten; simply state your case and the resolution you expect. TAKE NOTES. Keep a paper trail with all the names of the people you speak with, including their titles, phone numbers and dates of contact.

BE NICE.
No matter your method of communication, do not make threats or use foul language. Wait until your anger subsides. Stay calm; keep it professional.

WRITE TO THE TOP.
If you cannot reasonably resolve the issue, head straight for the top. Find the name and address of the highest level person in the company—the president or CEO. Don't waste your time working up the ladder. Go to the company's website or call the corporate office to find the name and mailing address of the president. State your case clearly.

USE STRONG LANGUAGE.
Words like shocking, appalled, egregious, outraged, and reprehensible get their attention. Use these words if they fairly describe your situation.

KNOW WHAT YOU WANT.
What will make you feel better and relieve the bitter taste you have in your mouth for this company? Explain this to the president in clear and precise terms.

NAME THE DATE.
Give a specific date two to three weeks hence by which you expect this matter to be resolved.

KEEP IT BRIEF.
Don't go on and on for many pages. Get to the point, and delete all unnecessary words. Use exclamation marks and other emphases with extreme caution, if at all. Let your choice of words deliver the tone you desire. Try to keep your letter to a single page.

PROOFREAD.
Some of us can't see our own spelling and grammatical errors. Find someone willing to proof your finished letter.

ATTACH DOCUMENTATION.
Make copies of the items that support your claim and prove your situation. Do not send original receipts, claim tickets or photos. Keep those originals in a safe place.

GET A SIGNED RECEIPT.
You have many options for sending your letter. It's best if you select a method that gives you a signed receipt. Certified U.S. Mail with return receipt (available at any post office) is the cheapest option; FedEx or Express Mail will get greater attention.

SAY THANK YOU.
Assume the best and thank the president in advance for his or her attention and for resolving this matter for you.

Now that you've done the work, stay alert. Expect the best but be prepared to follow up if the date you specify comes without a response. And whatever you, don't give up.

I think it's just as important to let a store or a company to know when they are doing something right as it is to tell them what is wrong.

When I was about 9 years old I wrote a letter to Jiffy Mixes telling them how much I liked that my mom bought them and they tasted really good. Well they ended up sending me a HUGE box of their products. It was cool to a little kid. I saved the letter that came with it for a long time.

I've also sent more than my share of complaint letters and emails, made phone calls and complained in person.

I also go through periods of time where it's my hobby to write letters to the editor of the local newspaper referencing articles they have recently printed.