The Self-Help Approach to Consumer Problems
Information Provided by Washington State University Cooperative Extension in Spokane County
Ensure your consumer satisfaction. Take an active role when problems occur with the items you purchase.
An Ounce of Prevention...
- Analyze what you need and what features are important
- Compare brands - use word of mouth, product comparison reports, recall information, etc.
- Check for additional "hidden" charges - delivery, shipping, service
- Compare warranties, reading the fine print
- Read contracts carefully - know the return or exchange policy, if you aren't sure - ask
- Keep all receipts, cash register tapes, warranties and product information
- Read all pertinent information - follow directions
- Know what additional warranty protection exists in Washington State Law. Consumers are protected by two implied warranties: merchantability and fitness. The product must do what it is intended to do and must also be "suitable" (a sub-zero sleeping bag must keep you warm at sub-zero temperatures).
When a Problem Occurs
Follow these steps to handle your own complaint:
- Identify the problem, what you have done to resolve it, and what you think would be a fair settlement.
- Collect your documentation - all of your sales receipts, warranties, canceled checks, charge receipts, repair bills, etc.
- Return to where you made the purchase. Begin with the sales person (some businesses have a service department that you must work through) and calmly explain the situation and what action you would like taken. If the salesperson cannot help you, ask to speak with their supervisor.
- If you are still not satisfied - don't give up!
Write a Complaint Letter
- Direct your letter to the person in charge of consumer affairs or the company president.
- Check your phone directory for a local office or use the library reference volumes of either Standard and Poor's Register of Corporations, Directors, and Executives or the Thomas Register to locate the manufacturer.
- Include your name, address, and phone numbers for home and work.
- Type or neatly write the letter, including all the important facts: when and where the item was purchased, and the history of the problem. Carefully list, in chronological order, all of the steps you have taken, who you have called and the names of the people with whom you have spoken. Don't forget the model and serial numbers or the specific type of service.
- State what you want done about the problem and how long you are willing to wait. Be reasonable.
- Enclose a copy (not originals) of all documents regarding the problem.
- Avoid writing an angry or threatening letter. The person reading the letter probably has very little to do with the cause of the problem but may be very helpful in resolving it.
- Keep a copy of the letter for your records.
- You may wish to send copies to the state Attorney General's Office or the Better Business Bureau. Be sure to note by "cc" who else will be getting a copy of your letter.
- Send the letter by certified mail, return-receipt requested.
Federal law ensures that all business enterprises must respond within 30 days to your letter. That is in fact why writing a letter, rather than making a telephone call, is so important. If you wish to take legal action against the offending company, this 30-day demand letter is the first step. You can then contact the Better Business Bureau or the Office of the Attorney General, Consumer and Business Fair Practices Division to complete a complaint form and for further assistance.
Sample Letter
Your Address
City, State, Zip Code
Date
Consumer Affairs/ Company President
Name of Company
Address
City, State, Zip Code
Dear (always best to have the name):
I bought your Model Z Chrome plated carrot peeler on July 9, 1996 in the Housewares department of Smith Foods in Anytown. That night when I used it to peel carrots for supper, I discovered that it was too dull to remove peels. I attempted to return the peeler to Smith Foods on July 10, 1996. Although I showed the clerk, John Smith, the 90 day guarantee and my sales receipt, he refused to refund my money. I am unable to use this peeler for carrots.
I have enclosed copies of the sales receipt, the 90 day guarantee, and my canceled check. I would like the $2.70, plus tax, refunded within the next two weeks.
Sincerely,
Your Name
enclosures.
cc: Office of the Attorney General
Washington State University Cooperative Extension helps people develop leadership skills and use research-based knowledge to improve their economic status and quality of life. Cooperative Extension programs and policies are consistent with federal and state laws and regulations on nondiscrimination regarding race, color, gender, national origin, religion, age, disability, and sexual orientation. Evidence of noncompliance may be reported through your local Cooperative Extension office. Cooperating agencies: Washington State University, U.S. Department of Agriculture, and Spokane County.
Prepared by Chris Koehler, County Extension Agent, WSU Cooperative Extension, Spokane County Office. Revised 1996.