Do Online Complaints Pay Off?

Service Tips: 7 Ways to Win at Whining

There's a right way to get good service, and any number of wrong ways. Here are some tried-and-true methods for getting problems solved before you resort to a gripe site.

1. Reread the fine print. Is your problem really covered by that warranty? Make sure you're in the right before you start a fight.
   
   
2. One word: escalate. Don't assume that the first person you reach is your last resort. Ask to speak to a manager. Keep going until you find someone who can fix what's wrong.
   
   
3. Create a paper trail. Keep everything--receipts, e-mails, shipping confirmations, a phone log--and be ready to produce these documents when they're needed.
   
   
4. Keep it clean. Hurling insults and sarcasm may be cathartic, but it'll get your complaint tossed in the circular file. Stick to the facts of your case, and you'll better your odds.
   
   
5. Don't get mad, get help. Is the company a member of the Better Business Bureau or a trade organization? Look for a logo or a link on the company's site. Many such groups can intervene effectively.
   
   
6. Say what you want. Do you want a refund? A replacement product? A handwritten apology from the CEO? Most companies say they'll be happy to make you happy, if your request is reasonable. So tell them up front.
   
   
7. Call in the feds. If nothing else works, contact the authorities. If the business is legit, you'll certainly get its attention. And if it's not, you might help bring it down.