Effective Consumer Complaining: Win - Don't Whine

By Ola Kaufman

Make a complaint and WIN! The most up-to-date, practical advice for consumers who have what it takes to do battle against those trying to cheat, steal or scam them. Fight back. End up with enormous satisfaction.

• Language: English
• Publisher: Xlibris US
• Release date: Aug 12, 1999
• ISBN: 9781462830008

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Copyright © 1999 by Ola Kaufman.

All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from the copyright owner.

This book was printed in the United States of America.

To order additional copies of this book, contact:

Xlibris Corporation

1-888-7-XLIBRIS

www.Xlibris.com

[e-mail]

Contents

INTRODUCTION

SECTION ONE

YOU DIDN’T ORDER IT—WHO PAYS FOR IT?

ADVERTISING PRICE VS REAL PRICE

BAIT AND SWITCH SCHEMES

MEDIA FALSE ADVERTISING

I CAN GET IT FOR YOU WHOLESALE!

HELLO TELEMARKETING IS CALLING YOU

RULES FOR BUYING BY PHONE OR MAIL

BEWARE THE DOOR-TO-DOOR APPROACH

THE MULTIBILLION FUNERAL INDUSTRY WAITS FOR EACH OF US

GETTING OFF MAILING LISTS

CONTEST WINNERS—OH YEAH!

WORK-AT-HOME SCHEMES

ENERGY SAVERS—TRUE OR FALSE ?

COUPONS-SAVINGS OR TROUBLE?

WHEN IS A CHARITY NOT A CHARITY?

SECTION TWO

HEY! WHAT’S THIS EXTRA EXPENSE TUCKED IN HERE?

PUTTING EVERYTHING INTO ONE HUMONGOUS DEBT

HOW TO FIGHT A COMPUTER

THOSE DREADED COLLECTION AGENCIES

CREDIT CARDS—GOOD OR BAD?

IS IT A HOME OR A MONEY PIT?

SPECIFIC HOME IMPROVEMENTS

DRY CLEANING WOES

DITTO FOR CARPET CLEANING

MOVING DAY HEADACHES

YOUR RIGHT TO BUY OR RENT

900 NUMBERS—FACT, FUN OR FRAUD?

INVESTMENT SWINDLERS ON THE PROWL

PROTECTING YOUR SOCIAL SECURITY NUMBER

LIFE INSURANCE SCAMS

LIVING TRUST SCAMS

PROTECTING SENIORS FROM FINANCIAL ABUSE

BANKS-FRIENDS OR ENEMIES

FINDING AN HONEST FINANCIAL ADVISOR

SECTION THREE

NO MORE 9 TO 5

WANT TO BE A STAR? OR A MODEL?

KEEPING THE BOD IN SHAPE

LOSE WEIGHT ALONG WITH YOUR MONEY

DON’T BE A DANCING FOOL

MY HAIR LOOKS LIKE THE COOKIE MONSTER!

CLIMBING THE EDUCATION LADDER

MAN’S BEST FRIEND—BUT NOT ON MY LAWN!

LOVE THY NEIGHBOR-IMPOSSIBLE!

WHEN RESTAURANTS BECOME EXPENSIVE SUFFERING

RUINED VACATIONS

CHILD CARE-AVOIDING THE HORRORS

WHAT HAVE YOU INVENTED LATELY?

CHECK THE DATE ON FOOD PURCHASES

CITY WATER VS HOME TREATMENT UNIT

NOBODY TOLD ME!

TEN QUICKIES

SECTION FOUR

SO YOU BOUGHT A LEMON

PAYING FOR REPAIRS NEVER MADE

AUTOMOBILE REPAIR SCARES

PHONEY CAR ACCIDENTS AND INJURIES

TO LEASE OR NOT TO LEASE

RIPPED OFF BY NEGLECT—AUTO INSURANCE

CONTRACT MANIPULATIONS

POTPOURRI OF ADVICE FOR CAR OWNERS

THEY KILLED MY CAR!

SECTION FIVE

A TRIP THROUGH SMALL CLAIMS COURT

THE INS AND OUTS OF ARBITRATION

SECTION SIX

SEARCHING FOR VITAL RECORDS—BIRTH, DEATH, MARRIAGE, DIVORCE

FEDERAL INFORMATION CENTERS AND AGENCIES

FEDERAL TRADE COMMISSION, REGIONAL OFFICES

NATIONAL CONSUMER ORGANIZATIONS

MORE FEDERAL AGENCIES OFFERING HELP

GENERAL INFORMATION

INTERESTING TO KNOW

COMPREHENSIVE SAMPLE LETTER

WHY I FELT COMPELLED TO WRITE THIS BOOK

INTRODUCTION

COMPLAINING—OUR BIRTHRIGHT

What was the first thing you did when you were born?

If you were healthy, you complained. You either gave a little cry or the doctor slapped your naked behind. If you still did not complain, then all hell broke loose. Four or five doctors and nurses immediately swung into action. See, we are born complainers.

So why don’t some people complain? Many will say that they simply do not want to take the time and energy. And you see these same people being taken advantage of over and over. They do not want to admit the real reason they do not complain. THEY ARE AFRAID.

Image6424.PNG    They may be embarrassed. How many times has it appeared on a death certificate that the dearly departed died of embarrassment?

Image6431.PNG    People will notice them and think badly of them. How many people will actually witness their fumbling attempt to rectify a situation?

Image6440.PNG    Friends will call them whiners. They won’t if the complaint is effective.

Image6448.PNG    Acquaintances may believe you hold yourself above those who just grimace and keep still. Well, is it so bad if you do?

Image6455.PNG    They are afraid they will not be effective and will look a fool. If they haven’t made a fool of themselves long before this, perhaps they should dive in and get it over with.

This is not to belittle embarrassment. Nobody enjoys it. However, in the relative scheme of things, it is or should be rather low on the totem pole. When faced with the possibility of making a justifiable complaint, we should weigh the consequences as opposed to the limited time of red-faced embarrassment. In order to maintain a sense of dignity and healthy balance in our complicated lives, we must learn to complain when necessary.

Image6463.PNG    Where do we take our complaint?

Image6472.PNG    How do we handle it so we get what we want?

Image6479.PNG    What do we want?

Ahh, that last one is the big question. What do you want when you feel you’ve been badly treated?

Image6487.PNG    Do you want a simple apology?

Image6495.PNG    Do you want the service to be repeated until it is done right?

Image6502.PNG    Do you want to be given a product that does what it is supposed to do?

Image6512.PNG    Do you want your money back?

Image6519.PNG    Do you want money for the trouble and maybe injury that

you have suffered?

Moral satisfaction is nothing to be sniffed at. It is important in the overall scheme of things. Its opposition is the belief that no matter what we do, nothing will improve. Another tough one is believing that we do not have the power to change things. THAT IS SIMPLY NOT TRUE.

Each of us has more power than we realize. We only need to learn how to go about using it. And use it you must, or you may be in danger of eventually becoming a dedicated and much-used doormat. Customers will continue to push in front of you in the check-out line at the grocery. This is no great crime you may think. Think again. If you have a full basket and you let someone with a quart of milk go ahead of you, that is being polite. But if you let

people push in front simply because they are unwilling to wait in line, that is wrong. And they will go right on doing it until YOU DO SOMETHING ABOUT IT. In fact, you have a civic duty here, as well as a duty to yourself.

Keep a journal for a month and you will soon see how often we accept similar situations, some simple nuisances, others much more serious. This book covers everything from complaining about bad food in a restaurant to taking someone to court. This is one book you don’t have to read from start to finish. Simply look up the chapter that sounds like it would deal with your current problem and make notes as you read. And from that point on use the book as a handy reference for both your own situations and that of friends and neighbors.

Are you aware of all the books, tapes and courses on improving self-image that are being sold? It isn’t always necessary to spend large sums to accomplish this. Just make up your mind you are going to stop being pushed around. DRAW A LINE. In your mind, right now, say This is it! Nobody is going to take advantage of me anymore.

First, you must become aware. We all work too hard for our money to have it snatched away by a scam artist. Or to waste it on inferior products or services. Did you know that advertising experts hire psychologists to help them plan their ad campaigns? That’s okay, if you get your money’s worth. If you even suspect that you did not, do something about it. Don’t let them keep your money and leave you with a bad product without a fight. It usually isn’t that hard to get satisfaction. And by doing so, you will relieve much of the added stress in your life.

If you are still hesitant about complaining, think about the role model you are providing for your children. They notice if you allow others to push you around and you don’t take action. Do you want to know what you can do to improve your daily life? And be a good example to others?

LEARN HOW TO COMPLAIN EFFECTIVELY

LEARN HOW TO COMPLAIN EFFECTIVELY 

SECTION ONE

BUYING AND SELLING-BEWARE

YOU DIDN’T ORDER IT—WHO PAYS FOR IT?

Most of us have received a package in the mail containing a product that we never ordered. You would ordinarily deny ordering it except there is a bill for the product nestling among the stockings or books. Puzzled, you stop to think.

Did you see it advertised, ordered it and forgot to make a note about it? You vow, once more, to keep careful records of everything you order. With feelings of uncertainty and guilt you promptly send off the amount due.

Sorrrry. IT’S A GOOD BET YOU’VE BEEN HAD! Ask yourself the following questions.

1. How do you feel about this kind of marketing?

2. Can you use the item?

3. Is it worth the price?

4. Do not forget to add on the cost of mailing and handling when you add up the total cost. You can be sure the seller added it in.

5. Do a little shopping around. Is the price on the mailed item high or low?

6. Compare the quality of the mailed item to those in your local stores? Can you get a better buy?

REMEMBER—IF YOU DID NOTORDER IT, YOU DO NOT HAVE TO PAYFOR IT!

The sender is hoping you will believe your credit will be blotched if you do not pay for it. Many people send in the money out of such fear and end up tossing the item. Some states now have statutes that make it a crime for anyone to mail you a bill for unsolicited items. Try the following:

1. Accept the item as an unexpected gift.

2. Give it away. Or throw it away if you can’t use it.

3. Do not waste your money sending it back.

4. If they keep after you, find out the law in your state regarding unsolicited merchandise and quote it in a sharply-worded letter.

5. Think of the sellers as idiots and forget it.

6. Just for fun, send the company a postcard telling them how much you are enjoying the FREE item.

Another scam is the coupon offering merchandise for an unusually low price? If you send for the product, including your coupon and check, you may receive a letter from a collection agency demanding a balance due amount.

1. Did you throw away the advertisement so you can’t check the tiny print for balance Due?

2. Is the collection agency part of a fraudulent scheme? It may be an empty office with a telephone answering machine.

3. If you do call the collection agency, do you get nasty threats putting you in mild shock?

If the collection agency is not a phony and they report negative credit information on you, you always have a right to correct the erroneous information.

FOR YOUR PROTECTION

1. Make a copy of any offer you intend to answer and keep it for your files. That is your proof that the money you sent was the total asked for. Unless, of course, you neglected to read the small print.

2. Remember that any order form with your signature is a binding contract.

3. If you feel it is a scam, report the entire affair to your police Bunko Squad. If the collection agency turns out to be a phony, report them also.

ADVERTISING PRICE VS REAL PRICE

Ah, sales! We all look for them. We all go to them. The promise of getting something for less than the usual price is irresistible. Also most of us can not just buy an item because we would like to have it. We must fit it into our budget.

Go to the store having the sales, look at an item, and try to think back. Is the sale price actually lower than the regular price? It is almost impossible to remember. So-called regular prices do naturally fluctuate, so it is very hard to keep track. And the regular price quoted on the sales ticket may be a figment of the management’s imagination.

If you are suspicious, COMPLAIN.

1. Insist on knowing the so-called regular price.

2. If your feel they are fudging, either walk out or, if you really want the item, suggest a price that you are willing to pay. It doesn’t hurt to try.

3. If the clerk is not willing to deal, insist on seeing the manager. Since the clerk wants the credit, and also knows the item’s rock-bottom price, he may now be willing to deal.

Too embarrassed? So what? Get your better deal, lug your purchase home, and never go there again.

If you have the time, shop around and learn the reasonable range of pricing for the item you are interested in buying before you attempt to buy it on sale. Also get chummy with a clerk and find out when things you are interested in will go on sale.

EXTENDED SALES

If the store is part of a chain often the higher priced merchandise is removed, poor selling items from other stores brought in, and the sale goes on. The advertising may even boast that the store’s usual quality goods are being sold for rock-bottom prices. Be alert to this practice. Many of sales are run by marketing specialists. If a store has frequent closing sales do the following.

1. Call city hall and check your local laws. Many communities now require a license for a closing sale, then actually make the company go out of business and stay out for a certain period of time.

2. Report stores which have unusually long or frequent closing sales to your Better Business Bureau. Request that they not only investigate the particular store but send you a report on the legitimacy of that store’s practices.

BAIT AND SWITCH SCHEMES

The bait is the advertisement that brings you into the store. It sounds like an extremely attractive offer. However, once inside the store you may have to hunt high and low to find the item. The salesperson sometimes allows you to catch him sizing you up before launching into his preplanned introduction and you never realize that you are being set up as a victim of Bait and Switch. This scam is used on a wide range of products, from appliances to cars.

Here is how the dirty deed works.

1. The clerk flatters you by saying he can tell you are only interested in quality goods and leads you to higher priced items.

2. When you dig in your heels, you are told the sale item was sold out. This is hard to believe because the store just opened.

3. You are told that delivery time on the sale item is exceptionally long.

4. The clerk confides to you the weak points about the sale item, even going as far as to whisper about its high repair record. He may even show you a defective one.

By now you feel lucky to have stumbled onto such an honest salesperson. Besides, you left home prepared to make a purchase and do not want to waste the trip downtown. It wouldn’t hurt to look at the higher priced item.

WHAT YOU SHOULD KNOW:

1. If the sale is still going on, you must be given a chance to buy the item at the sale price.

2. You must be offered a raincheck if the store has run out of the item. UNLESS, the ads for the sale mention a limited quantity. Your raincheck will allow you to buy it after the store reorders the item, which they may never do.

REMEMBER—ALWAYS READ THE FINE PRINT IN AN AD AND ALSO ALWAYS BRING IT TO THE STORE WITH YOU.

Most states now have legislation making bait and switch a

violation of consumer protection legislation. Some state laws even

prevent the store management from disparaging the sale item as

being unsuitable for your use.

BE A SMART SALES SHOPPER

1. Insist on seeing the item advertised.

2. Encountering trouble, demand to see the manager.

3. Get a raincheck.

4. Only buy a higher priced item if you independently decided to do so.

5. Mention the local Better Business Bureau, your state licensing board or a local or state consumer agency.

MEDIA FALSE ADVERTISING

Have you been annoyed when your favorite television program has been interrupted by an absolutely ridiculous advertising claim?

It is acceptable to say flattering things about a company’s product. What is galling is when the claims become so outrageous that they insult your intelligence. If the words used, or