How to Write Effective Complaint Letters

Even if you’re not the type of person who likes to complain, there are times when a product or service you paid for didn’t perform as you expected. Your first step is to address the issue directly with the person or store where you bought the item in. If all else fails, writing a complaint letter to the company’s owner or manager can also deliver results.

Difficulty: Moderate

Instructions

1. Find the person in charge. Rather than addressing the letter simply to the company, send the complaint directly to the manager or regional director. This will ensure that your letter doesn’t get lost among general paperwork.

2. Start by stating that you’re a regular customer or a proud owner of the item the company manufactures. Companies are more likely to listen if you do more than just state negative facts. Letting them know that you are a user may prompt companies to see that ignoring your letter can mean losing a valuable customer.

3. Be specific. Don’t get into a list of complaints or say that the item simply doesn’t work. Specify what you were expecting and how the item failed to meet those expectations. If you’re complaining about service, explain how the person in charge failed to perform the expected service.

4. Say what you want. If you expect a refund, a replacement or a new person to take care of the problem, say so. Companies are busy and they usually don’t have the time to sit down and come up with a solution to your problems. If you state exactly what you want, you are more likely to get a specific response.

5. Be courteous. Insults will get you nowhere and upsetting the wrong person can mean that you won’t get any answers at all from the company. Refrain from sarcasm and rudenesss, even if that’s the only thing you feel like writing down. Be firm and clear about how upset you are but do it in a professional manner.

Tips & Warnings

• Always give the company a reasonable time to get back to you. Two to three weeks seems reasonable given the amount of correspondence a company receives. If you haven’t heard back from them by that time, pick up the phone and complain directly.

[venik4]

on 8/26/2009 ... or consumer relations monkey that is reading your complaint and, hopefully, make them escalate the issue to the boss upstairs.

4. Do not say what you want. But let them know that you will not rest until you get it. Let them figure out how to make you happy. You do not want a specific response right away. What you want is to get the process rolling and specifics can be discussed later.

5. Be brash, sarcastic and condescending. This will make you feel better. Besides, whoever you insult is not important enough in the corporate food chain for you to worry about. Don't bother telling them how upset or disappointed you are. They don't care. But make them understand that you will not go away until you get what you want. Let them figure out what it is.

[venik4]

on 8/26/2009 Here's a five-step approach that will work much better:

1. Find the person in charge of the person in charge. Your complaint will only get attention if the person in charge knows his boss is aware of the complaint. You complaint will still get lost in the paperwork, so send a few complaints to different people in charge. And then fax them and email.

2. Start by listing all the trade associations, consumer protection organizations and government agencies you are copying on the complaint. Don't praise the company or its product and don't mention that you are a long-time customer: doing so makes you look stupid.

3. Do not be specific: proposing possible solutions makes it easy to refuse your request and to dismiss your complaint. Be very brief. Claim fraud, false advertising, breach of contract. All these things will raise red flags with whatever lowly manager or consumer relations m...