How to Get What You Want

If you are ever dissatisfied with a product or service, you can often get satisfaction by following these simple steps. First, go back to the merchant you dealt with. Explain, calmly and clearly, why you are dissatisfied, and request a refund. Depending on the type of product or service, this may be all you need. It is a big plus if you still have the receipt, so save all your receipts until you are certain you are satisfied with the product or service. When a major appliance is involved, you will need them for several years. This sounds extreme, but it is worth the effort. If the first point of contact is not willing to satisfy your request, move up to the next level. Ask to speak to a manager or supervisor. You will probably have to start at the beginning and explain all over again to the manager why you are dissatisfied. Keep your cool, and tell your story again. The manager might have enough discretionary authority to satisfy you, and your objective will be achieved. If not, you will need to escalate to the next level. This may need to be done in writing, since you may now be dealing with a person located far from you. I have found it effective to contact the president of a company when the first two levels don't work. With the internet, it has become easier to find the name and address of the president or CEO of a company. If you can't find the information you need on the internet, call customer service of the company and ask for the name and address of the president. They will usually give you that information. Write to the president, and clearly and completely explain why you are unhappy with the product or service you have received. Enclose all documents that support your case, such as copies of receipts, bills for repairs, etc. Let him, or her, know what would satisfy you, such as a complete refund, a partial refund, or replacement of the product. On the outside of the envelope, write "personal and confidential" to ensure that it goes directly to the individual you want it to go to, or to someone who has the authority to open personal and confidential mail for that person. Be sure to include your address and phone number in the letter, and offer to answer any questions they may have regarding your case. Above all, be polite. Don't insult the company or the people you have already dealt with in customer service. It may help to say something like "I have purchased many appliances from your company in the past and they have always lived up to your reputation for high quality, until now..." Using the steps outlined above is no guarantee that you will achieve satisfaction, but I have used this method many times over the years with surprisingly good results. (The best outcome was a new car...) Happy complaining and good luck!