The strategy of writing a complaint letter or email

source: aturkus via flickr
I remember the first time I complained to a company. I hastily made an angry call and was flatly rejected. I composed myself and five minutes later I made another call. This time I used a calm tone and I read from a complaint script I found on the internet. The result–I was quickly offered a refund and an apology.
I learned that when you complain to companies, style points matter. Even if you have a legitimate complaint, you may not get fairly treated if you explain things the wrong way. There is a strategy of interacting with companies, and knowing it can put you in the best position of getting fair compensation.
I think the strategy is two-fold: first, be specific in your request, and second, show the company that you are a valuable customer.
The Consumer Action Website (a government website) has put the theory into practice and produced a great template for writing complaint letters or emails.
Sample email
I put their template to the test recently when I didn’t receive an online order. I modified the format to keep it short, and it worked like a gem. Here is my email:
————————————————————————————————
Regarding: [details of online order including date, order number, and my name]
I placed an order two weeks ago and it has not shipped yet. I chose your website over ten others and I am very disappointed in how long this is taking.
Please provide the order status and a shipping date. I also chose the free shipping option but I now worry I will be getting my order three full weeks after I have paid for it. I would like you to speed the process. Other companies have done so by talking to suppliers about backorders or by providing complimentary expedited shipping, and I would like to know the ways your company can help me with my order.
I look forward to your reply within the next two days before seeking help from the Better Business Bureau and/or other consumer protection agencies. Please contact me at the email address [...]
Regards,
Presh Talwalkar
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Final thought: a strategy I would avoid
“I’m never going to use your company again”
This is a questionable strategy. If you do use the company again, then it will be a hollow threat they ignore. On the other hand, if you truly will never use the company again, then you become much less valuable as a customer, and consequently you’ll likely be offered less compensation.
Repeat customers are worth more than one-shot customers, so I always try to give the appearance that I’ll use the company again (even if I am really fed up).
What are your tips?
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