Complaining Definitely Works

moggins

Since using this site I haven't been prepared to take anything lying down, I never used to complain about anything unless it really caused me a problem.

This week alone I have complained to Morphy Richards and got a brand new slow cooker and a spare stockpot, I have complained to Argos and got an exchange for my pasta machine and £4 in cash for my inconvenience.

I had a humourous moan in my local scrapyard about a part they sold me which didn't work (only humourous because I still managed to get the bits off it to make my window work) and they gave me the full price back and knocked £5 off the other part I had gone in there to buy.

And this morning I got £10 worth of vouchers through the post for complaining about my latest pack of Pampers wipes.

So thanks MSE, I am never taking anything lying down again.

bridiej

I know, great isnt it!

Thing is, the more you do it and the more you get results the more "empowered" you feel to carry on!

Queenie

:j Keep up the great work Victor Er .. sorry, moggins

bridiej

LOL Queenie!!!!

moggins

I don't mind It's something I'd never have had the guts to try until I found this board. I'd have ended up with things that didn't work and just lumped it

Now I'm saving money in all directions.

Queenie

I was only teasing I think you've done BRILLIANTLY!

Many people think complaining is their *right* and do it in such an aggressive, unpleasant manner that they never actually get anywhere!

Learning your rights, how to complain in the right manner is a valuable tool - as you have proved.

Minimods

Does anyone have any tips then? My sister likes to write a politely worded letter which works every time but what about complaining face to face?

moggins

ALl I can say is that I kept it nice, and low level, I didn't go in ranting and raving.

In Argos, I smiled at the guy and told him I was happy to pay a reduced price for an used item bought at the bootsale but when I bought from Argos I kind of expected to get something that was new and that it was a bit expensive and inconvenient to have to come back into town just to bring it back, instant result without anything getting unpleasant.

With the scrapyard I know them quite well by now, I didn't even expect to get anything back as I had managed to get the necessary bits off the non-working part, went in, teased the guy about flogging me a cr*p part and he asked me if I still had it, it was in my boot so he just went and got me the money without even telling me what he was going to do.

I think it's all a case of starting off pleasantly and then going for the hard guns if they start getting funny with you.

elona

I agree with you Moggins

If you can start off pleasantly and lighthearted then it definately sets the tone for a positive transaction.
I am still chuffed at getting our dvd sorted out. Basically we had had it for 6 months and dvd's played on it were terrible- it was only when we played one of the same dvds on daughters laptop that the penny dropped- it was the player!

Hubby states"We need the receipt as they will not do anything without it"

but he could not find it. While he was turning everything upside down - I phoned Argos and had a pleasant chat with a supervisor and department head who told me just to bring it in and exchange it!

We drove there and managed to exchange it for a phillips one that should have been £35 dearer and because there was a special offer on we only paid £15!

The new player is brilliant but if I had listened to Hubby we would have paid £70 for a new one.

Queenie

minimods wrote:

Does anyone have any tips then? My sister likes to write a politely worded letter which works every time but what about complaining face to face?

As well as the above, it's very important to know your consumer rights and to remember that the person you are taking your complaint to is only doing a job

Some useful links:-

Trading Standards - this page links to their advice sheets to either view online or print off.

BBC Watchdog - advice, downloadable letters "How to Complain" - if it's good enough to 'say' in a letter, it's worth remembering the words when dealing face to face

Consumer Direct - advice on consumer issues, including how to complain, your rights

It's soooo much easier to begin in a light hearted manner when you are empowered with knowledge!

HTH

Shawz

I have found it best to complain by email normally to a companies head office.

I recently bought a muffin from our local Shell garage but didn't check the best before date. When i did check it later it was a couple of days past its BB. I emailed Shell and quoted the food standards agency where it says to enjoy food at its best, eat it before the BB date, and I was sure that Shell wanted to ensure its customers enjoyed their food at its best etc, etc.

They were very good and sent me a letter of apology and a £5 voucher for shell.
I also received an email from the Petrol Station manager offering his personal apology and a free drink and replacment muffin when I was next passing.

:j