Step-by-step: How to handle a bad purchase
Consumer Reports has 5 things you should do
So you bought something that's broken, or doesn't work like it should. If you don't fight for a free repair, replacement or refund, Consumer Reports says you've flunked the squeaky wheel test.
Here's how the consumer organization suggests handling a bad purchase so you can be effective and get what you want.
First, don't be shy. Companies count on you being embarrassed or afraid to complain, so be assertive. Know what you want and ask for it.
Next, build your case! Before you complain, know the company refund policies, terms and conditions. You also need to know your rights. If a policy seems unfair, be ready to argue your point.
The next tip from Consumer Reports, be nice. Being polite, and controlling your anger, makes a big difference. If you sound furious, they may already assume they've lost you as a customer.
Number four, keep pushing. Get the name of the person you talk to and the reference or complaint number so you can follow up. If you're not getting anywhere with the representative on the phone, ask to speak with a manager.
Finally, get serious. If you don't get anywhere, let a manager know you will post your complaint online. If it comes to this, don't forget to go to the company's facebook and twitter page. You can also send a letter to your local better business bureau.
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