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6 strategies for filing successful complaints

How to get their attention
Whether the matter at issue is a lumpy hotel bed or a fraudulent charge on your credit card, victory at the complaint counter hinges more on strategy than the volume of your voice.
Know what you want
Marcia Siegal asked for a refund after purchasing a package of online classes. Instead of the educational sessions she thought she was buying, all she got for her money were useless sales pitches. The course came with an advertised 365-day money-back guarantee. Marcia asked for a refund in conjunction with their policy.

"The company took two weeks to respond to my first request," Siegal says. After delaying the refund from March until May, they finally paid up, but only because Siegal wouldn't give up.

Marcia did the smart thing when she asked for a refund. Experts at complaint resolution say to always start with a clear idea of how you want the matter to be resolved.

First: Know what you're after before your fingers punch those phone keys, because if not, the merchant is going to choose the resolution that's easiest and most profitable for him.

Next: Read everything before you call or write, including the warranty. And remember some companies print guarantees on the bills of sale or limit the guarantee in their advertising.'s corrections policy
-- Posted: Sept. 12, 2007
Create a news alert for "customer complaints"
Creepy customer service
Getting customer service
Complain and win
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