The product breaks. The service you signed up for is never delivered. The used car you bought is a lemon. When things go wrong consumers often don't know where to take their complaint and get results.
Like many of us, Rosemary Lacolla gets mad when she gets overcharged, or something doesn't hold up like it should.
"I got roses at work and they died the next day. And I think they're supposed to live a little bit more than a day," Rosemary complained.
Tony Giorgianni of Consumer Reports Money Adviser has developed a guide to successful complaining. He says the best place to start is with the company itself.
"That's where you're likely to get the fastest satisfaction. And if you can't get help from a supervisor, go right to the top," says Tony.
How do you find the head honcho? Scour the firm's web site or annual report for the chairman, chief executive officer, and other execs.
"Let the company know that you want to resolve the problem, but you are also interested
In remaining their customer. If you act angry or threatening, the company may not help because it already knows it lost you."
If your complaint doesn't get any action, Tony says you have to go outside the company.
"The best place to start is with the local consumer protection agency," he recommends.
In BC that's the Business Practices and Consumer Protection authority at www.bpcpa.ca or you can contact the Better Business Bureau at www.bbbvan.org
Phil Edmonston, the author of Lemon-Aid car guides, has told people for years how to complain successfully. He always says --take it to a higher level.
"There is an art to complaining it's to be clear, it's to be immediate as soon as you discover the problem and it's to be polite and courteous. I don't advocate that you go out and picket even though I enjoy picketing," he laughs.
If all else fails, Consumer Reports says a sure way to have your complaint taken seriously is to file a lawsuit. Small-claims court is a good choice for cases involving under $25,000. For more information click on the B.C. Small Claims Court web site.
As for Rosemary, her call to the florist got another three-dozen roses, delivered the next day.
With a report by CTV British Columbia's Chris Olsen
