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Resolving Consumer Problems

Resolving Consumer Problems. Section 1.5 Notes. Registering a Complaint. Must State problem clearly Know what you want the outcome to be Money back, other types of redress Gather all receipts or info. on product. Contacting the Merchant. Complaint on Service

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Resolving Consumer Problems

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  1. Resolving Consumer Problems Section 1.5 Notes

  2. Registering a Complaint • Must State problem clearly • Know what you want the outcome to be • Money back, other types of redress • Gather all receipts or info. on product

  3. Contacting the Merchant • Complaint on Service • Talk to person who did the service • Complaint on Item • Salesperson that helped you • Customer Service • Purchase over the Internet • Contact merchant through e-mail or phone • Follow up if not resolved over a certain period of time

  4. Always be Polite • Problem always has a better chance of being resolved if you are polite

  5. Letter of Complaint • Write to manager or customer service dept • Short, to the point, honest • Include copies of receipts • Make copy for your records • If nothing happens, write another letter to a higher level • Send copy to the Better Business Bureau (BBB)

  6. Dispute resolution • Mediation – two parties try to resolve a dispute with the help of neutral party • Mediator = neutral party • Two sides don’t have to agree to mediator’s suggestion • Arbitration – neutral party listens to both sides and makes a decision • Binding Arbitration – parties agree arbitrators decision is final

  7. Small Claims Court • Small claims court • Resolved by a judge for sums under a certain amount • Usually $1,000 - $5,000 • Don’t need a lawyer

  8. Lawsuit • Hire a Lawyer • For amounts higher than $5,000 • Can be expensive • Should be last resort

  9. Class Action Suit • Lawsuit filed for a group of people w/same complaint • Example: • Car has a bad part and company won’t fix it. The group of consumers who have been affected by this file a Class Action Suit

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