Consumer Issues Objective 5.01B Students will understand how to settle a consumer complaint.

What if I have a complaint?  First, contact company customer service department to give notice of the problem and allow time to resolve conflict with involved parties.  Frequently, companies will resolve the problem with a consumer at this stage by replacement, repair, or restitution for the item.  The company desires to keep the customer satisfied to ensure future business and positive goodwill.  If complaint is unresolved, proceed to next contact.

Steps to Settle a Consumer Problem Identify the problem Decide on desired solution Gather up important documentation Take your complaint back to the store Take your complaint further, if necessary

1. Identify the problem. Is the product broken? Is the product something other than what you thought it was?

2. Decide on a solution. Do you want your money back(refund)? Do you want a repair performed? Do you want a replacement product? Refund? Replace? Repair ?

3. Gather up important documentation. Find your sales slip or credit-card receipt. If you had the item fixed, bring the repair bill. Find your service agreement or contract. Bring your warranty.

4. Take your complaint back to the store. Go to customer service department or see a salesperson. State the problem. State how you would like the problem resolved. If necessary, see the store manager and repeat your complaint.

Beyond the Store If you do not get resolution through customer service, then go direct to manufacturer Call toll free # Mail letter your complaint Contact local “Action 9” Reporter Media attention often gets results Mail a letter Call to complain a Complaint

May 6, 2014 Lay’s Foods Company, Inc Potato Chip Lane Charlotte, NC Attn: Customer Service Department Subject: Consumer Complaint I recently bought two 11 ounce packages of your Barbeque Potato Chips at the Food Lion grocery store located on 1409 West Corbett Avenue in Swansboro, North Carolina. I was very surprised to find the chips were stale and inedible. I have purchased and consumed Lay’s chips for many years and have never had any problems with their freshness or overall quality. I had taken the chips to an FCCLA meeting at my school and the students could not eat them. I was so embarrassed! I would like to get a refund for the cost of the chips and maybe a coupon for an extra bag or two for the next FCCLA meeting. Could you send those to my attention at the school address? I have enclosed the UPC symbols and the suggested “use by” date from the chip bags along with my receipt from Food Lion to document my claim. I would like to provide the chips for our next meeting on Thursday 8 May Thank you for your attention to this matter. If you have any questions, or cannot for any reason consent to my request, please contact me at Swansboro High School. My school phone is (910) or my is I will appreciate your prompt reply to my request. Regards, Denise A. McCulloch 161 Queens Creek Road Swansboro, NC Enclosures cc: Marketing Director Sample Letter

5. Take your complaint further, if necessary. Get in touch with the BBB or other private consumer organizations. Contact applicable federal regulatory agencies for assistance. Contact the state or federal attorney general’s office. File a claim in small claims court. LAST Resort…Contact a private attorney to file individual litigation or be part of a class action lawsuit.

Better Business Bureau (BBB)  A private, non-government agency available at local and state levels  Logs complaints from consumers  Passes complaint information to businesses that are members, frequently resolving issue  Makes complaints available for public viewing  Tries to steer consumers to reliable businesses that conduct business ethically

Government Regulatory Agencies Contact the government regulatory agency related to your complaint. Examples: Consumer Product Safety Commission Federal Communication Commission Federal Trade Commission US Postal Service State or federal Attorney General’s (AG) office chief law enforcement/justice officer committed to protecting the safety and welfare of all state residents AG's Office aggressively prosecutes those who break criminal, environmental and consumer protection laws and defends the state against legal actions.

Last Resort – Legal Action Last option, if all else fails to resolve the conflict: Go to small claims court or Seek legal counsel to: File individual litigation or Join a class action lawsuit