February 19, 2010, Newsletter Issue #223: Methods of Resolving

Tip of the Week

Sometimes things don´t always go as planned, even when you follow all the rules for returns.

Here are some ideas that may help you to resolve your problem:

Make sure you document every contact with the company whether it is via phone, fax, web, or mail. (When I say document, I mean keep copies of invoices/receipts, tracking numbers for mailing back items, and keep a call log with the full name of company representative you´ve contacted, including time, date, and information discussed.)

If you do not get satisfaction from the first company contact, ask for their supervisor. (You need to be assertive-keep going up the chain of command if you need to for resolution).

If you paid via credit card, contact the card company´s customer service department for assistance in getting the charge reversed from your bill. You will have to fill out a dispute form for this.

You can file a complaint with the Better Business Bureau online.

An increasingly common way to resolve problems on the Internet is utilizing the free services of a feedback company such as UgetHeard or PlanetFeedback. You can explain your situation and document a complaint. The feedback website contacts the appropriate department of the company with your complaint. Many times a bad situation will be turned around by this method as many companies do not want the negative publicity. This method also alerts companies that are concerned about service to problems within.

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