Money Fix: Plan before you complain
Before sounding off, do research, make a plan, and above all, cool off, consumer experts say. Credit: iStock
Part of being a savvy consumer is knowing how to complain effectively, be it by phone, letter or the Web.
Angry rants may be cathartic, but a "New Ways to Complain" article in Consumer Reports Money Adviser suggests you write out your comments first and cool off before posting. Chest pounding -- be it cyber or otherwise -- diminishes your credibility.
Data. Gather as much information as you can -- date and location of purchase, the specific problem. Don't forget an item's lot number, used by companies to track such issues, says Ann Sisalli, 56, of Massapequa. She's a member of Newsday's Money Panel, area consumers willing to share such tips, and works in a quality assurance role.
Document. Save all correspondence and take notes on every call you make -- dates, times, names of customer service reps, what they said, advises Geri Walsh of Bellport, also a panel member. "Having this information always helps if you have to later explain the situation to a supervisor."
Public critiques. These days you can share reviews on sites like Amazon, Yelp, TripAdvisor, as well as lodge complaints on companies' Facebook pages and Twitter streams.
Still, if not done judiciously, such public reviews can result in your being sued, says the Money Advisor article: "While you're legally protected when giving your opinion, libelous statements disguised as opinion -- for example, 'My opinion is broker John Smith stole $5,000 from his clients' -- are another matter." For further tips and a list of review/rating sites, see the money section of ConsumerReports.org.
Out East with Doug Geed: Wine harvests, a fish market, baked treats and poinsettias NewsdayTV's Doug Geed visits two wineries and a fish market, and then it's time for holiday cheer, with a visit to a bakery and poinsettia greenhouses.
