In our last column we looked at the three most common ways to get a refund when we are dissatisfied with a purchase we made. But what does a person do if these courses of action failed to produce results. You have two alternatives, one is to simply forget the experience and the other is to take you concerns to a higher level. Now I cannot guarantee this method gets the desired result but I have had good results by using the following method.

First thing I try is to obtain a refund from the sales person, then their supervisor, the business manager. If I have been unsuccesful I simply say thank you and leave the establishment, but this is not where I give up. From here my next step is to contact the head office of the company to take my concerns to another level of authority. Now I am after action from the CEO or President of the company.

To find information of larger corporations the public library or internet are wonderful tools. You can often locate both the postal address and the email address of the corporation. Internet sites often list the CEO/President's name so you can direct your concerns appropriately. If the company is not on the internet or in the library a parital address may be listed on the label of the item. This address can be used though it does take a bit longer to get a response but is equally effective. Whenever possible send your concern to the CEO/President because s#@t rolls down hill quickly and persons in charge always want to know why your concerns were not addressed before you contacted them.

Once the information has been located I sit down and write out my concern with the product. I take all my frustration out on the paper (or computer). This is however not the letter I send. I will take the time to rewrite the letter, taking out all the rude words and expressions I have written. By keeping the letter polite and straight to the point it gets better results and if it appears angry or seems to blame someone. When you send the final letter keep a copy for yourself in case follow up is required.

I have found that using this method can get results and I have had money refunded, items repaired and in one case just a simply apology which was all I had wanted anyway.

Tips for your letter of complaint.

1. Be specific in sending the letter when possible. If the name is not known simply address the envelope as CEO, PERSONAL AND CONFIDENTIAL.
2. Be specific in your concern...the item is defective because...
3. Be specific in asking for a refund or replacement. If you do not say what you want the company will not know what to do.
4. Keep a copy of the letter in your personal files.
5. be POLITE in your writing, no placing blame, no name calling.
6. Thank the person for taking the time to address you concern.
7. Be prepared for a wait. It can take a while to get an answer. The longest I have ever waited is 6 weeks. If at that time you have not at least gotten a response send a follow up letter (enclose a copy of your first letter) and ask why you have not received a response.

If you have taken action to get a refund/exchange and found a method that works for you please email me. If you need help with the writing of your letter email me and I will send you a "generic letter" to use as a starting point.
J A C
Email All Consuming

* Please bear in mind that all opinions are just that - my personal opinion, and do not necessarily reflect the opinion of the owners/writers of this publications. No liability is assumed by this writer or publication.

"Sterling Moon is my favorite specialty coffee!" David E. Brown,
[Billy Joel's former lead guitarist for 11 years] Gloucester, MA

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