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Get it in writing
Problem:When Matt Ortiz and his wife flew on a major airline from Denver to San Diego in June 2006, they didn't expect to be dressed down by a flight attendant.
That's what Ortiz says happened after his wife helped a passenger with a small infant dispose of a diaper. Because the diaper wouldn't fit into the tiny trash container in the restroom and the attendants were all occupied serving meals, his wife wrapped the soiled diaper securely and put it on the floor near the galley until she could flag an attendant.
Instead, Ortiz says one attendant tracked her down and publicly berated her. The Ortizes were horrified, but Matt Ortiz kept his wits and took notes, including names.
He outlined the incident and wrote to the airline's customer-relations unit.
"When I mailed my letter, I sent it certified mail," he says. He received an impersonal letter that read like a canned response and adds, "I haven't heard anything else since."
Strategy:
Though Ortiz's complaint remains unresolved, he's holding on to his file in case the matter is revisited. And though he's not satisfied with the carrier's response, he'll have the last laugh when he purchases his next airline ticket -- from a competitor.
The solution for this type of problem is to document everything and use this form as a guide when writing a complaint letter. Sure, it's a pain, but you should be keeping receipts and paperwork on your expenditures anyway.
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So when you sense the beginning of a problem, make a file and keep records. Here's what you should note:
- The date an item was purchased or an incident took place.
- The financial details -- the cost and method of payment.
- The sequence of events leading to your complaint.
- The names and titles of everyone you contacted, what they said and when the conversations took place.
- Copies of all documents relating to the situation, including receipts, guarantees and correspondence, including e-mail hard copies.
- Any research you've compiled.
Don't rely on memory alone. Stay organized for the best potential outcome.
Talk to a honcho
Problem:As she prepared to leave for a European vacation, one consumer purchased a few items of clothing from a popular Web site. She bought a little something extra to qualify for a promotional giveaway that offered a $25 credit toward her next purchase. The package with the promised discount card arrived the day before her trip, but the card carried an expiration date of the next day.
Because the discount was of no value to her, she called the company's customer-service center when she returned and was told she was out of luck. But this consumer was determined not to lose. At her request, she spoke to a supervisor, who told her the "rules" would not allow the company to extend the expiration date on the card.
Calmly and without losing her temper, the customer then demanded to speak with that person's supervisor.
Video on MSN Money
Successful complainingHave you had a bad customer experience? Here are tips for getting satisfaction -- without blowing your top.
Strategy:
Because she refused to be put off and patiently continued to work her way up the company ladder, she eventually found someone empowered to handle her problem and, as an appeasement for her inconvenience, the company replaced the worthless discount card with a $50 gift card.
It took nearly a month with many calls and e-mails, as well as promises to take the matter higher, but in the long run the customer prevailed.
Levy, of the Federal Citizen Information Center, says that if you don't get what you want from the first person you encounter, climb the corporate ladder. Search for company officers and aim high -- like the company's president.
TAGS: COMPLAINTS - CUSTOMER - CREDIT CARDS - REFUNDS - AIRLINES
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