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Community Corner

It Pays to Complain

Voice your dissatisfaction about bad products or service to get your money's worth.

Over the years, I have developed a skill that I guess you could say comes with age. When I purchase a faulty product or am the receiver of bad service at a restaurant, retailer, etc., I am not shy about broadcasting my upset.

That’s because it pays to complain. I haven’t always had this skill (I was once too shy to say anything about such things), but over the years I have discovered that if you spend your good hard-earned money on something and the quality that you receive in return isn’t up to par, it pays to let your complaint be known.

I first discovered this when I was in my twenties. My husband—then boyfriend—and I had picked up a late evening supper of sandwiches and bottled beverages at the local supermarket. I had picked out a Snapple (I still love their lemon tea to this day). When I opened the drink and took my first swig, I discovered to my horror that the beverage tasted like rotten apple cider. I immediately called Snapple’s 1-800 phone number, and within one or two days, there was a case of the beverage sitting on my doorstep. I had enough Snapples to last me all summer. I was more than compensated for buying one bad beverage, and Snapple won a loyal customer.

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Just last week, there were two instances in which a retailer didn’t live up to my expectations. I purchased a cardboard playhouse from Amazon.com to give to a friend’s daughter as a birthday gift. I had bought the and they love it. But when the playhouse was delivered to me this time, it arrived on my doorstep sealed in plastic in a packing box, but the product’s original box that it should have come in was missing. Which isn’t good, since because I intend to give the item away as a gift, I prefer to present it in its original packaging.

So, I emailed Amazon.com, and they refunded me my purchase price. Amazon explained that since they filled my order through an outside retailer (whose inventory is constantly changing) they can’t send me a replacement. Since I think my friend’s daughter will love the playhouse, I will have to explain what happened to the house’s original packaging. But, should I try to purchase the product elsewhere (so it will come in its box), I won’t be out any extra funds.

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Just the other day, my cedar raised garden bed kit that I ordered from EarthEasy.com arrived, and one of the slats in the kit was clearly rotted on one end. I immediately emailed the website’s customer service, who promised me that a new replacement slat will be delivered to my door. The new slat hasn’t arrived yet, but hopefully it will arrive soon, and knowing that I don’t have a defective product.

If you have a gripe to air about a faulty product or service, consider these tips:

 1. Contact the service provider or manufacturer: If you are going to complain, do it right. Don’t bother your spouse, friend or significant other with your griping; go to the source of the problem. You can usually find a contact number or website for the retailer or product online.

 2. Describe your problem clearly: When speaking or emailing a manufacturer or retailer, mention exactly what the problem is, the date the problem occurred, how much you spent and how you expect the retailer or manufacturer to compensate you.

 3. Provide your contact information and address: If you complain, you want the company you contacted to be able to reach you to get a new product or your compensation to you. Be sure to provide your name, address, phone number and email address.

 On the other side, it may also benefit you to write or email a company when they’ve done a good job. Blogger Jim Wang at Bargineering.com says he’s received free coupons and products when he’s written companies to praise their services or products.

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