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4.0 EXAMPLES OF SUCCESSFUL COMPLAINING; HOW TO COMPLAIN AND GET RESULTS

4.0.1 COMPUTER ACCESSORY REBATE

In October I bought some computer equipment and was promised $210 in rebates. By February I had not received my checks. I looked at the rebate form which listed a phone number, yet I only got a recording when I called. I decided that it would be a waste of time to send a complaint to the rebate address since this office normally only handled rebates. I went on the Internet, found the company's site, and sent e-mail to two different departments. No response. Finally I found a partial address for the company which was enough to locate a phone number. There was an 800 number and a toll number. I called the 800 number first and only got a recording, so I called the toll number which was the central number for the company. I explained briefly to the receptionist that I was having trouble getting my rebates. She put me in touch with rebate problems department. An official promised me a check in a couple of weeks. However, two months later, still no check. I made another call to the official and reminded her what she had promised. She apologized and had the company immediately send me a check which I did receive the following week.

4.0.2 AIRLINE COMPLAINT

My wife got a $100 coupon from an airline because its flights had caused her to miss connections. When she complained at the airport, she was told nothing could be done. However, she faxed a letter to the central office, along with a copy of the ticket. Several weeks later she received the $100 coupon good on any flight, even discounted supersavers.

4.0.3 PROBLEM WITH A DOCTOR

When my friend, Kirk, went to a doctor with a simple ailment, the doctor ordered $3000 worth of tests which were not covered by insurance. At no time did the doctor explain how much the tests would cost; when asked, he said he was not sure. It turned out that the ailment could be cured with an inexpensive over-the-counter medicine. This treatment was the most common cure. After paying about half of the doctor's bill, Kirk spoke with an attorney. On the attorney's advice, Kirk wrote a letter to the doctor. Kirk explained that the doctor should have tried the most obvious cure first before ordering a battery of tests. Because of this Kirk told the doctor that he would not make any more payments on the bill and considered the bill now paid in full. About a week later Kirk got a registered letter from the doctor, who agreed that the bill was now paid in full, but also stated that he would no longer treat Kirk.

Note: If the doctor had insisted on payment, Kirk was willing to make the payments; however, he felt that he had nothing to lose. Kirk's attorney had also warned him, that when this doctor got this letter the doctor would no longer treat him.

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