If you are buying something, you expect that the product or service will meet your needs and expectations. Every time you feel that what you bought is not what you get, it is your right to write a formal complaint to the company demanding the replacement or refund. However, sometimes the company does not know how to deal with it and simply ignore your protest. There are some tips that can help you to be listened.
The first one is to write to the person in charge. Sometimes people do not know who this person is and just write a ‘Whom it may concern’ on the top of the letter. Well, in this case you should consider the possibility of the letter does not concern anybody and it will end up on a pile of paper. If you really want your problem to be sold, spend some time trying to find out who is the responsible for the complaints. Visiting the contact page on the company’s website can also help. Finally, call the company and ask for the name of the person you should send your complaint.
Being professional is always a good way to be respected. You might be right and might be truly upset with the company but the best way to be listened is to keep calm and write in a polite and respected way. In general, the companies are concerned about costumers’ complaint and if your formal protest was sent to the right person, you will probably be read. The department that receive this kind of letters has as one of the main duty to make the clients happy again and make them keep buying from the company, so, the only thing you will get by being disrespectful, threatening, argumentative or just plain rude, is the resentment from the person who would try to help you.
In addition, try to be as clear as possible in your complaint. You have to be direct and simple. Do not bury your real objection in a confuse story just to make it seems bigger and most important than it is. Provide a brief description of the situation and all the trials you had to solve the problem. You can also tell them what kind of solution you expect from the company.
Keep in mind that customer complaints are a common issue that every company faces, so, many of them already have polices to deal with it and none of them want their consumers to be unhappy.