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2.0 GETTING SATISFACTION; HOW TO COMPLAIN AND GET RESULTS

2.0.1 WHAT TO ASK FOR

Assuming you can resolve a complaint, then here are some things you might ask for.

A complete refund

Certainly the simplest, most direct way out. If you wrote a check, they may require that your check clear first. If it is a credit on a charge card, it might take up to six weeks to show up on your statement. They should refund any taxes you paid and any delivery or set up charges.

An exchange

Many stores will exchange an item with few questions. If you are a loyal shopper, it helps. A friend managed to exchange a $200 vacuum cleaner that he had used for a year at a department store where he was a regular customer. He didn't even have a receipt!

A partial refund

This one is trickier that it seems. Every business has an accounting procedure and writing you a check for a partial amount is not simple. I've had the best luck when I've asked for something that fit with their accounting such as free delivery or a free upgrade.

Here are some examples:

When a department store delivered a dish washer without a crucial component (only a $2 part but it wouldn't work without it), I got them to refund the delivery charge.

When a mail order firm was late shipping an order to my wife, they sent it overnight Federal Express but only charged her for lower cost United Parcel Service delivery.

When a friend was given a hotel room with a stopped up toilet, he got the manager to upgrade him to a suite for the same price.

When a car rental agency was out of the compact car that I reserved, they upgraded me to a mid-sized car for the same price.

2.0.2 TRAVEL - A SPECIAL SITUATION

When it comes to complaining, travel is different especially travel to a foreign country. Hotels, restaurants and resorts know that soon you will be gone and far away. You will have trouble getting a refund or any kind of compensation at that point.

Your best course of action is to resolve it while you are there. And the best way to do this is to ask for an upgrade or a free meal.

It is easier to register a complaint with a chain hotel than a locally owned hotel. This is because the chain wants your business at various locations around the country; the manager of a local hotel knows that he or she may never see you again.

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