Discover new tools for wronged consumers
Published 12:01 am Sunday, October 23, 2011
Consumers today are more empowered than ever after they’ve been wronged by a company. That’s because squeaky wheels have more and better ways to squeak.
Effective complaining is a learned skill, whether it involves a retailer, service provider, restaurant, airline or any other business. While
some old-school complaint tactics still work, consumers today have more tools and information access than ever.
“The whole game is ‘effective’ complaining, getting what you want,” said Linda Sherry, of the advocacy group Consumer Action, who is the author of the group’s free and newly revised guide, “How to Complain.”
Some new complaint tactics
Use social media. Many companies nowadays are active with Facebook and Twitter and will quickly respond to complaints lodged using those free online social media platforms.
“They want to get this solved before it gets out of hand, knowing that things can go viral,” Sherry said. “They try to get to the person before they can cause worse trouble.”
Submit online reviews. Online reviews of products, services and companies are among the most helpful consumer tools, but they are also complaint venues. Examples are reviews on Yelp.com, which rates services, and product pages, such as those on Amazon.com. TripAdvisor.com is for travel-related reviews. Angieslist.com and Consumers’ Checkbook (checkbook.org) are subscription sites that post service-company reviews.
Post to complaint sites. Other websites focus on complaints. Some recommended by consumer-advocacy groups include Complaints.com, My3Cents.com, ComplaintsBoard.com, ConsumerAffairs.com, RipoffReport.com and MeasuredUp.com.
Run it up the line. If you’re stonewalled by a customer service department, supervisor or store manager, try contacting a bigwig, even the chief executive. It’s surprisingly effective, consumer advocates say.
Some tried and true tactics
Be fair. First, cool down and evaluate whether you have a legitimate complaint and whether you want to invest time and effort into complaining. If you do, it’s usually better for everybody if you quickly take your complaint to the company first and give a representative a chance to make things right.
If it’s a relatively minor issue — the snack cakes you bought were stale — call the customer service number on the packaging. The company is likely to send you coupons for a replacement item.
Use honey. “You catch more flies with honey than vinegar,” the saying goes. That means be firm, but not combative or abusive.
Get organized. Be able to clearly present your problem and have the necessary information and documentation, such as dates and account numbers. Make notes about your interactions with the company regarding the problem.
Write it out. You might first try to resolve the problem quickly by phone or casual email or in person. If the company is ignoring you, start putting correspondence in writing. State your problem succinctly. Don’t rant.
Ask for something. Complaining is the means, not the end. Have in mind exactly what you want from the company, such as a repair or replacement of an item, a refund, an exchange, a credit, a correction of the company’s records or payment of damages, Consumer Action says.
Top consumer complaints
Here are the top 10 complaint categories as ranked by the Consumer Federation of America, the National Association of Consumer Agency Administrators and the North American Consumer Protection Investigators.
1. Auto
2. Credit/debt
3. (tie) Home improvement/construction and retail sales
4. Utilities
5. Services
6. Internet sales
7. Household goods
8. Landlord/tenant
9. Fraud
10. Home solicitations
