Consumer Issues Objective 5.01B

Students will understand how to settle a consumer complaint.

What if I have a complaint? First, contact company customer

service department to give notice of the problem and allow time to resolve conflict with involved parties.

Frequently, companies will resolve the problem with a consumer at this stage by replacement, repair, or restitution for the item.

The company desires to keep the customer satisfied to ensure future business and positive goodwill.

If complaint is unresolved, proceed to next contact.

Steps to Settle a Consumer Problem

 Identify the problem

 Decide on desired solution

Gather up important documentation

Take your complaint back to the store

Take your complaint further, if necessary

1. Identify the problem.

Is the product broken?

Is the product something other than what you thought it was?

2. Decide on a solution.

Do you want your money back(refund)?

Do you want a repair performed?

Do you want a replacement product?

 

Refund?

Replace?

Repair ?

3.  Gather up important documentation.

Find your sales slip or credit-card receipt.

If you had the item fixed, bring the repair bill.

Find your service agreement or contract.

Bring your warranty.

4. Take your complaint back to the store.

Go to customer service department or see a salesperson.

State the problem.

State how you would like the problem resolved.

If necessary, see the store manager and repeat your complaint.

 

Beyond the Store

If you do not get resolution through customer service, then go direct to manufacturer

Call toll free #

Mail letter

Email your complaint

Contact local “Action 9” ReporterMedia attention often gets results

Mail a letter

Call to complain

Email a Complaint

May 6, 2014

 

Lay’s Foods Company, Inc.

5200 Potato Chip Lane

Charlotte, NC 28445

 

Attn: Customer Service Department

 

Subject: Consumer Complaint

 

I recently bought two 11 ounce packages of your Barbeque Potato Chips at the Food Lion grocery store located on 1409 West Corbett Avenue in Swansboro, North Carolina. I was very surprised to find the chips were stale and inedible. I have purchased and consumed Lay’s chips for many years and have never had any problems with their freshness or overall quality. I had taken the chips to an FCCLA meeting at my school and the students could not eat them. I was so embarrassed!

 

I would like to get a refund for the cost of the chips and maybe a coupon for an extra bag or two for the next FCCLA meeting. Could you send those to my attention at the school address? I have enclosed the UPC symbols and the suggested “use by” date from the chip bags along with my receipt from Food Lion to document my claim. I would like to provide the chips for our next meeting on Thursday 8 May 2014.

Thank you for your attention to this matter. If you have any questions, or cannot for any reason consent to my request, please contact me at Swansboro High School. My school phone is (910)326-4300 or my email is denise.mcculloch @onslow.k12.nc.us. I will appreciate your prompt reply to my request.

 

Regards,

 

  Denise A. McCulloch

161 Queens Creek Road

Swansboro, NC 28584

 

Enclosures

 

cc: Marketing Director

Sample Letter

 

5. Take your complaint further, if necessary.

Get in touch with the BBB or other private consumer organizations.

Contact applicable federal regulatory agencies for assistance.

Contact the state or federal attorney general’s office.

File a claim in small claims court.

LAST Resort…Contact a private attorney to file individual litigation or be part of a class action lawsuit.

Better Business Bureau (BBB)

A private, non-government agency available at local and state levels

Logs complaints from consumers Passes complaint information to businesses that

are members, frequently resolving issue Makes complaints available for public viewing Tries to steer consumers to reliable businesses

that conduct business ethically

http://nwnc.bbb.org/

Government Regulatory AgenciesContact the government

regulatory agency related to your complaint.

Examples:

Consumer Product Safety Commission

Federal Communication Commission

Federal Trade Commission

US Postal Service

State or federal Attorney General’s (AG) office

chief law enforcement/justice officer

committed to protecting the safety and welfare of all state residents

AG's Office aggressively prosecutes those who break criminal, environmental and consumer protection laws and defends the state against legal actions.

Last Resort – Legal Action

Last option, if all else fails to resolve the conflict:

Go to small claims court or

Seek legal counsel to:File individual litigation or

Join a class action lawsuit