Tips on Writing a Consumer Letter of Complaint

· Include your name, address, phone number(s), and account number, if appropriate.

· Be brief and to the point. Don’t be sarcastic or angry.

· Include all important facts: date and place of purchase and information identifying the product (for example, model and serial number).

· Explain the problem, what you have done about it, and what you want to be done.

· Include copies of documents relating to your problem (for example, sales receipt). Do not send originals.

· Consider sending copies to your local and state consumer protection organizations.

· Keep a copy of whatever you send.

· Type the letter if possible. If this is not possible, print it neatly.

· Consider mailing the letter from your post office and paying the extra charge for requesting a return receipt. This receipt will be signed by the company when it receives your letter and then returned to you. If you wind up in court with your problem, the receipt is your proof that the company knew of the problem.

· Many companies have consumer affairs departments, but you may get faster action by writing directly to the company president. State the facts clearly. Send photocopies of any important documents (such as canceled checks and past letters to the seller). Describe the problem. Explain what you’ve tried to do about it and what you want the company to do. Consider sending copies of your letter to local and state consumer protection organizations and to your local Better Business Bureau.

If you are still dissatisfied, it may be time to seek outside help. Many agencies and organizations may be able to help you. These groups are discussed in the next section. Above all, don’t give up if you feel you have a valid complaint.

Problem–solving:

Terry and Martha Tubman saw a newspaper ad for major–brand color TV sets on sale at Tally’s Radio & TV Shop. They rushed down to Tally’s, where they bought a 21–inch model for $435. Several weeks later, the TV completely lost its picture. A TV service mechan­ic who came to their home told them that the picture tube had blown and that repairs would cost $200. The next morning, Terry and Martha returned to the store and asked to speak to Mr. Foxx, the salesperson who had sold them the TV.

1. Role–play the meeting between the Tubmans and Mr. Foxx. What should the Tubmans say, and what should Mr. Foxx say?

2. If Mr. Foxx refuses to help, what should the Tubmans do? If they decide to write a letter of complaint, to whom should they send it? Make a checklist of information needed in the letter. Write a letter for the Tubmans.

3. What should the Tubmans do if they get no response to their letter?

ADVICE

How to Make a Complaint

· Gather all the key facts. Save all important documents (such as warranties, bills, canceled checks, and repair estimates).

· Give the seller a chance to correct the problem.

· If this doesn’t work, contact the manufacturer of the product or the store’s headquarters (if it’s a chain).

· If you still aren’t satisfied, take your complaint to a consumer protection agency, a media “action line,” or a small claims court. You may also wish to contact an attorney at this point.

Read and translate the dialogues:

№1

Narrator: The Magistrate describes two less serious cases. In both of them it was easier to decide what to do.

Magistrate: There weretwo people charged with stealing from shops.

Interviewer: Shoplifting.

Magistrate: Shoplifting it’s called.

Interviewer: Yes, women were they or?…

Magistrate: Both women…

Interviewer: I see.

Magistrate: On this particular occasion. One was er… I think rather an old and pathetic person, but, she was really rather confused and there was evidence that she’d been given sleeping pills by her doctor. Nobody knew how many she’d taken or how confused she was. In any case she had no previous convictions, so we put her on probation. The other one was a woman whom we felt quite convinced had set out on a deliberate expedition knowing perfectly well what she was doing, with no question of confusion of mind or anything of that kind, and she was fined 20 pounds.

 

Answer the questions:

1. The two women were both the same in one way. In what way?

2. How does the Magistrate describe the first woman?

3. What exactly does he say about “sleeping pills” in her case?

4. What did he with her and why?

5. What was different about the second woman?

6. What happened to her?

 

№2

Narrator: Magistrate says why he gives help in some cases and punishment in others.

Interviewer: Are there ever times when you just feel…desperate, you know you realize, there’s absolutely nothing that can be done for this person?

Magistrate: Oh, yes, very often.

Interviewer: Hm…and what do you in such cases?

Magistrate: Well, it depends how anti–social their action has been.

Interviewer: I see.

Magistrate: If a person…needs help one wants to give it to him or her, but on the other hand you…also have to consider at the same time the effect on society in general of too much kindness to too many people.

Interviewer: You mean if such a person were left free he might cause far more trouble to other people than he would cause to himself while he’s inside prison.

Magistrate: Yes, indeed. And also if people were never punished, I think undoubtedly crime would increase.

 

Answer the questions:

1. Why does the Magistrate feel desperate sometimes?

2. What does he have to consider when he sees that someone needs help?

3. What would happen if some people were left free?

4. What does he say would happen if people were never punished?