EFFECTIVE COMPLAINING
Brenda Procter, M.S., Consumer and Family Economics, University of Missouri-Columbia

At one time or another, most of us have a complaint about a product or service we have purchased. It can be a challenge to resolve the situation with the seller. The following suggestions can help you improve your chances of resolving consumer complaints.

The very first step to take when you have a consumer complaint is to get organized! Before you pick up the phone to make any calls or your pen to write a letter, make sure you have all of your information together so you can present a clear case. Gather receipts, recall and record conversations with sales clerks (try to remember names), gather any evidence you have that the products or service did not work as advertised and decide what a reasonable solution would be.

If you are unhappy with a product you have purchased, the first thing to do is to simply try to return the product. Hopefully, you have saved your receipt. Ask for a full refund or to exchange the product for one that will meet your needs. Even if you do not have your receipt, if the product does not work as suggested, try returning it anyway. You might call first to explain the problem.

If the sales clerk is unable (or unwilling) to assist you or you have purchased a service that cannot be "returned," do not despair. You are organized and ready for this challenge! Ask to speak to a supervisor, or if one is not available ask for the name and phone number of a superior. When speaking to a supervisor, stay calm, but be firm. Explain your situation again and present your solution, using a pleasant tone

Continue asking for superiors until you find someone who has the power to help you. Keep detailed notes of the date, time and name of each person with whom you speak. (Note: When deciding what an acceptable solution would be to you, look at your situation from the seller's point of view. If you consider a company's perspective along with your own, it may be easier to find a solution that is acceptable to both of you.)  It can sometimes be more effective to send a letter rather than continuing to make phone calls. It is helpful to follow up phone conversations with something in writing.

Unfortunately, you can't always resolve complaints through the usual channels of phone calls and letter writing. If you still are not satisfied with your situation, you may consider some of the following alternatives:

* Find a local consumer group or action line that offers free consultation.
* Contact associations with which the seller might be associated.
* Contact a lawyer.  This may involve high fees, so ask about fees up front.
* Contact the Missouri Attorney General's office at 1-800-392-8222.
* Sue in small claims court.
* Contact your local newspapers and radios stations to see if they would be interested in your case.
* If you paid for the item or service with a credit card, contact your card issuer to see what rights you have not to pay until the dispute is resolved. They will work with you to resolve it.
* Contact Federal agencies.
* See if there is a dispute resolution or mediation program in your area.
*Tell friends and family about your complaint. Negative word-of-mouth advertising may in some cases be highly effective.

Finally, in your search for a solution to your consumer complaint, be persistent! Be prepared to repeat your complaint several times if necessary and don't give up until you have exhausted all of your options. Soon you'll be on your way to effectively resolving almost any consumer complaint