Dear Savvy Consumer,

Are you tired of complaining and not getting results? I just heard from a consumer who knows how to complain effectively. In fact, he’s so good at complaining that he gets what he wants nearly every time. Here’s his latest success story.
 
John‘s refrigerator wasn’t working. The first technician replaced a couple of parts. A few days later, the problem recurred, so another appointment was scheduled. After a no-show, a second technician replaced an expensive controller board. This didn’t work either. A few days later yet another technician arrived, diagnosed the problem, replaced another part and finally fixed the problem.
 
John wrote a detailed letter to a vice president about his frustrating experience. He asked for a prompt response. John’s question for management? Could they think of any reason why he should ever buy from them again?
 
Within a week, corporate called asking what they could do to keep John as a customer. John received a sizable gift card and a documented promise that if anything else goes wrong with the refrigerator, it would be replaced at no charge.
 
John got results because he wrote an effective complaint letter. Here are the key points:

1. Write to someone with authority. A vice president may be a better choice than a busy President. Following up with a phone call is a good idea.
2. Start your letter with a statement sufficiently compelling to motivate the recipient to read your story.
3. State specifically why you are dissatisfied. Give the facts with enough detail to support the complaint.
4. Don’t make the issue personal – you can blame the company, the support process, the quality of the product, but not the person.
5. Propose a solution. Be reasonable so they will take you seriously.
6. Set a deadline for a response. If you have any leverage (i.e. withholding payment), use it.
7. Decide how firm or flexible you want to be. Remember -- this is a negotiation and it works best when it is a “win-win”.

So, don’t be afraid to write that complaint. Most companies want to hear about your concerns. They use consumer complaints as a tool to make improvements. Obviously, some companies are much better at complaint resolution than others; however, most of the time, if you take the time to complain and do it using the key points above I’ve outlined, you will receive a better solution than you expected.
 
Sincerely,

Chris Bjorklund
The Savvy Consumer

Job Seekers: Watch Out for a
New Work–at-Home Scam

The scammer places a help-wanted ad at a popular job-search site offering a work-at-home job. You fill out an employment application that asks for a Social Security number and your date of birth. Then you’re told you got the job!
 
Packages arrive at your home with directions to repackage the items and ship them overseas, using your own money which will be repaid. The original packages were paid for with fraudulent credit cards, something you don’t find out until later.
 
Next, you’re told that you will be paid by cashier's check. But here's the catch. The check will be written for more than the amount owed. You deposit the check and forward the difference to the company’s overseas bank account. Eventually, the cashier's check bounces -- and you owe the bank the amount of the check.
 
The kicker is --- the ordeal is not over yet. The fraudulent employer has your birth date and SSN. They have applied for several credit cards in your name and use them to buy merchandise that is being shipped to other unknowing victims of the scam.
 
If you think you may be involved in reshipping fraud, contact the FBI @ www.fbi.gov.

Dear Chris,
The fence between my neighbor’s yard and mine needs replacing. Who is responsible for paying?
Thanks,
Jorge

Dear Jorge,

You’re smart to keep your fence in good repair. As you might imagine, a rickety or ineffective fence could lead to liability issues.

According to NOLO (www.nolo.com), provider of plain-English legal information, you should start by finding out whether the fence is on the property line. If it is (and this is usually assumed to be the case), you and your neighbor co-own the fence and are, typically, equally responsible for the cost of upkeep.

To learn if there are additional or different laws in your area, contact your county clerk’s office or the appropriate city department (building inspection, for example). To find government contact information, visit http://statelocalgov.net/index.cfm.

Of course, it’s always good to know where you stand legally. But before assuming the worst, strike up a friendly conversation with your neighbor. He or she may be just as concerned about the fence, and relieved you’re bringing up the subject.

As the saying goes, “Good fences make good neighbors.”

Best of luck, Jorge.
_____________________________________________________
Need advice on a consumer problem? Send your questions to me at ChrisBjorklund@diamondcertified.org. Due to the volume, I cannot respond to each question personally, but will answer one every month in this column.

Kudos from Diamond Certified^® Consumers

Dear Chris,

I just want to let you know that Dry Master Carpet Cleaners performed impeccable service at my house.

I did use them last year but at a much smaller scale. They were punctual, polite and very professional. The carpets were cleaned very well.

I highly recommend them.

Thank you,
S.S.

Companies Recently Earning Diamond Certified^®

Marin County
Benjamin Franklin Plumbing, San Rafael

San Francisco
Auto Service Center, San Francisco
BASS Electric Company, San Francisco

San Mateo County
Flegel's Construction Co., Inc., San Jose

Santa Clara County
DownTime Healing Arts Center, Los Altos

Solano County
American Canyon Collision Center, American Canyon