1. Resolving Consumer Problems
Section 1.5 Notes

2. Registering a Complaint
Must State problem clearly
Know what you want the outcome to be
Money back, other types of redress
Gather all receipts or info. on product

3. Contacting the Merchant
Complaint on Service
Talk to person who did the service
Complaint on Item
Salesperson that helped you
Customer Service
Purchase over the Internet
Contact merchant through or phone
Follow up if not resolved over a certain period of time

4. Always be Polite
Problem always has a better chance of being resolved if you are polite

5. Letter of Complaint Write to manager or customer service dept
Short, to the point, honest
Include copies of receipts
Make copy for your records
If nothing happens, write another letter to a higher level
Send copy to the Better Business Bureau (BBB)

6. Dispute resolution
Mediation – two parties try to resolve a dispute with the help of neutral party
Mediator = neutral party
Two sides don’t have to agree to mediator’s suggestion
Arbitration – neutral party listens to both sides and makes a decision
Binding Arbitration – parties agree arbitrators decision is final

7. Small Claims Court Small claims court
Resolved by a judge for sums under a certain amount
Usually $1,000 - $5,000
Don’t need a lawyer

8. Lawsuit Hire a Lawyer For amounts higher than $5,000 Can be expensive
Should be last resort

9. Class Action Suit Lawsuit filed for a group of people w/same complaint
Example:
Car has a bad part and company won’t fix it. The group of consumers who have been affected by this file a Class Action Suit