How to File a Support Complaint (and Actually Get What You Want)
Filing a customer complaint is a hassle in itself, but it is compounded by all the obstacles businesses can put in your path, such as automated chatbots, unhelpful customer representatives, or simply not having a phone number you can actually call. But even in the most unpleasant circumstances, we have some tips on how to most effectively raise a consumer complaint to a higher level.
Prepare before you complain
Before attempting to contact customer service, write a short, fact-based statement of your concern that will be easy for a customer service representative with no prior knowledge to understand. To do this, collect all written records related to your problem, be it a wrong invoice, an appropriate warranty, or a missing purchase tracking number. Also determine how you would like to resolve the issue, whether it be a refund or a replacement for what you purchased.
With a little research, you can also find out what to ask for. For example, I recently replaced my cable box and to make sure I had the latest model, I googled the exact name of the box so there was no confusion about what I was asking for when I made the request.
Make a complaint
The next step is to speak with a customer service representative in person, by phone, live chat, or email. I have worked in customer support for years and say there is definitely a right way to escalate the problem. Laxative as it may seem, being angry or losing your temper will not help you fix the problem any faster. In my experience, anger simply makes people more incoherent and prone to exaggeration, which undermines the legitimacy of the complaint. Instead, be polite, dispassionate, and focus firmly on the problem.
If you’re writing an email or letter, use this template and avoid too much detail – 300 words or less will do. If the representative has any more questions, they can ask them. In most cases, this is all you need to do to resolve your complaint.
File a complaint at a higher level if necessary
Sometimes you meet with a customer representative who is simply not helpful. In this case, it might trigger a callback and try to find another representative, or you might try a different customer service method, such as using the chat feature instead of calling. If you’re just not getting anywhere with a frontline supporter, you can ask your boss to “raise your concerns” (I’ve found this to be the most polite way to express myself).
If you’re struggling to connect with a real person, consider using www.gethuman.com to find someone to answer your call.
Social media is the last resort
Many companies now have Twitter and Facebook accounts that handle customer complaints. It doesn’t hurt that these complaints can be seen by other customers on the public forum, although again, you don’t want to sound upset or make defamatory statements that you can’t back up. Sometimes these channels can be more efficient in getting a response to your request.
File a formal complaint
Many online businesses save money by saving on a functional support team. The worst of them are deliberately dishonest about legitimate issues and may simply ignore your concerns. In this case, you can file a formal complaint with non-profit organizations and government agencies, including:
- The Better Business Bureau, which can mediate claims against the companyon your behalf . They alsorate businesses based on their reliability and how they interact with customers, so your feedback will help other consumers stay away from poorly managed businesses.
- The Federal Trade Commission, which investigates serious consumer complaints, especially if you are tricked by a business or want to expose illegal business practices. You can do it here .
- The Consumer Financial Protection Bureau, which is similar to the FTC, but is more focused on helping consumers resolve complaints with financial companies. You can file a complaint here .