Since customer service agents may not always have the authority to resolve a complaint to the satisfaction of a consumer, sometimes a well-written letter can accomplish more than a telephone call.
Connecticut Better Business Bureau President, Paulette Scarpetti, says it is important for consumers to do some research and plan the structure of their complaint letters for the best possible results.
“A complaint letter should be more than a way to vent if a consumer wants some kind of a settlement. Research and focus are key elements of a well-written letter to corporate headquarters.”
Research means finding out to whom you should address the letter, specifically, someone with the authority to make decisions. This kind of information can often be found on company web sites’ contact information page.
There may be a specific department for handling written consumer complaints. If that information isn’t listed on a web site, consumers can try calling the company to find out the name and contact information for the owner, president or CEO.
That information also may be listed in a Reliability Report at www.bbb.org if the company is listed with BBB. Sometimes an online search engine may yield the information you need. Social networking sites can also be a good source of corporate contact information.
Connecticut Better Business Bureau has the following advice on how to improve the chances of getting a positive outcome by writing a complaint letter:
Don’t write an angry letter
Despite whatever problems led you to write a complaint letter, the person on the receiving end can help you, so it is best not to use the forum to threaten or badmouth the company, its products, services or employees. The point of the letter is to bring to the attention of executives any difficulties you’ve had with their products or customer service, and find a way to resolve them.
Be specific about why you are unhappy
It is best to start by describing the nature of your complaint, mentioning the model number of the product, what went wrong and what steps you have taken to try to rectify the situation. It is helpful to explain how the company’s product or service did not live up to your expectations. Include relevant dates and a history of conversations you have had with customer service agents or other employees.
Spell out what you are seeking to make things right
The letter should be clear about whether you’d like a replacement or refund, or in the case of a service, whether you would like the work re-done. You may be able to ask for a discount or other compensation, so come up with what you think might be a reasonable amount to keep you as a loyal customer.
Give the company a response deadline
One to two weeks is a reasonable amount of time in which to expect a response. Explain what steps you will take if you don’t receive any answer by your deadline, such as filing a complaint with your BBB.
A well-written complaint letter may solve your problems and even get you more than you ask for. If your letter is ignored Connecticut Better Business Bureau and state agencies such as the Department of Consumer Protection may be able to help, and hopefully, avoid having to take the matter to small claims court.
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Founded in 1928, Connecticut BBB is an unbiased non-profit organization that sets and upholds high standards for fair and honest business behavior. For more advice on finding companies and businesses, start your search with trust at www.bbb.org.
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