1. Section 1-5 Resolving Consumer Problems

2. Registering a Complaint Need to: – State the problem clearly – Decide the outcome you desire – Gather all relevant info: receipts, product info – Know the policies

3. Contacting the Merchant How: – Service: Talk to the person who did the work – Local Store: Talk to the sales person who assisted you or customer service – Over the Internet: Call or email Be polite If by phone: take careful notes: record the name of the person you are talking to you

4. Writing a Letter of Complaint If contacting the merchant doesn’t work: http://www.howcast.com/videos/92204-How- To-Write-a-Letter-Of-Complaint – You may need to send a formal letter of complaint – Be honest, polite and to the point – Enclose copies of the sales receipt and any supporting documents (keep the originals) – Be persistent

5. Example of Letter pg. 48 Key Points: – Salutation: Address the letter appropriately – Opening: identify the produce and problem clearly – Body: Explain the steps you have taken and how you want the situation resolved. Be polite. – Close: Set a time period that you want the resolution to occur before you will seek other assistance and include the appropriate contact information

6. Dispute Resolution If you aren’t satisfied with the results, there are other options: – Mediation: process in which two parties try to resolve a dispute with the help of a neutral third party, a mediator, who suggests remedies – Arbitration: procedure in which a neutral person or panel listens to both sides of a dispute, weighs the evidence, and reaches a decision.

7. Legal Action If all else fails: take legal action – Small Claims Court: – Lawsuit: – Class action suit:

8. Check Your Understanding: Describe what type of info to include in a letter of complaint. How are mediation and arbitration different? When would it be appropriate to take a dispute to small claims court?

9. Write Your Own Letter Following the example in your book and the suggestions from the video, write a letter of complaint about a product or service that you were dissatisfied with. Due tomorrow.