I write a mean complaint letter. Let me rephrase that. I actually write very nice complaint letters—and I almost always get results. That’s because I stick to some basic rules: I make sure I’m right, I put it in writing, and I include specifics about what went wrong and what I’d like in response.
Here’s my most recent success story: After a nightmare round-trip flight last Christmas to visit my family in Iowa, I wrote to United Airlines. When I didn’t hear back, I wrote again. When I got a measly $100 voucher in return, I went straight to the top: I wrote to the CEO. Within a week, I had another $200 voucher. Suddenly I was feeling much friendlier toward United.
I had a feeling they’d come through (and their Web site promises they’ll get back to you). After another nightmare trip for Christmas 2007, a stack of vouchers totaling $500 went a long way toward easing the pain of lost and damaged luggage, seats given away, and other mishaps. Last year’s debacle was even worse, but I’ll take the $300—and I’ll use the vouchers to give United another chance.
The write-the-CEO trick is a little tip from our friends at Consumerist.com. Just be judicious: Don’t pull out the big guns unless you absolutely have to or you’ll ruin it for everyone.
Next time you have a disappointing consumer experience, try putting it in writing. If you don’t know where to start, here’s a good template letter.
I always include dates, times, and names if I have them. Generally my first draft is really long—I have a lot to get off my chest, after all! So I go back and try to cut the letter in half without losing any of the important details. Then I sleep on it and try to cut it in half again. When it’s ready, I blast it off—and I always keep a copy.
Most companies want to keep you as a customer, and the smart ones will give you something to entice you to stick around. Even if they don’t, you’ll still feel better because you stood up for yourself. Happy complaining!
Ingrid Eckhart
02:20:42 PM on Sun May 9 2010
I would like to know if you could do a review on cookware. I I currently use a well known brand of non-stick pots and have not been satisifed with their performance and durability. Another drawback of this non-stick brand is you cannot cook using hight heat.
I am interested in cast iron and stainless steel pots because I want to cook on high heat on my glass top stove. I'm not sure what brand to purchase. Could you possibly test and do an article on cookware that performs well and is durable?
Thank you
sara childers
10:43:26 AM on Fri Feb 11 2011
Have you ever had a review on the e-readers on the market? The only reference I have found was in the March,2011 issue for Nook. I was not impressed with the Nook. Please help.
I donate the magazine to the hospital I work at for the waiting
rooms and/or patients rooms so do not have any magazine at home.
If you did do a review could you e-mail me the results.
Thanks.
Still love the magazine, except I read it cover to cover when it arrives and then have to wait for the next issue.
Thanks again,
Sara Childers
Ann G Marsh
07:38:35 PM on Sun Jul 17 2011
I just finished reading your Sept 2011 ShopSmart from cover to
cover. I love the magazine and have enjoyed it for several years
and I have really relied on it. However in the latest issue I will have to point out an error, of which it shouldn't be too hard to confirm. On page 27 under price scan: everyday basics, your price for Target's bananas is not correct. I too was taken in the first time thinking I was buying them for 24 cents a pound, when actually if you read the small print, it reads 24 cents per banana. I can see where your shopper made a mistake. But the info needs to be corrected.
Thank you very much, and I still have faith in your magazine.
Ann Marsh
Robin Melen
11:46:06 AM on Tue Jul 19 2011
Hi Ann~
You are absolutely correct! We goofed! The bananas were, indeed, sold by the piece, not the pound! Thanks for pointing this out. We will run a correction in the next issue, for sure. Thanks for reading ShopSmart, and for having faith in us! ;)
Robin Melen
managing editor
Linddylou
04:38:55 PM on Thu Aug 4 2011
I am wondering if you ever reviewed carpeting, since I’m in the, market for new living room carpeting.
I have gotten and read your magazine for 3 years and wait for each and everyone to arrive in the mail. I've gotten some very useful information, from you.
Carol Lazar
10:42:57 AM on Fri Oct 28 2011
On page 51 in your November 2011 issue, the door on the colonial style house looks like blue, not apple red which is what is indicated in the article. I am a new subscriber and am very impressed with this magazine. It is so interesting and informative. Keep up the good work.
Robin Melen
02:48:23 PM on Mon Oct 31 2011
Hi Carol!
Welcome to ShopSmart. Thanks for your note on the color of the door. The paints we show were not meant to be reflected in the photos. The photos were attempting to show only the style of the home, not the colors. But I can see how it's confusing. Thanks for reading and contacting us!
robin
Robin Melen
Managing editor, ShopSmart
Gail Walker
12:42:07 PM on Mon Jan 30 2012
Re: March 2012 issue "Biggest Regrets" pg 36
In response to Martha Morgan (and also your comment)about the Roomba vacuum, I purchased a Roomba over 14 months ago and just love it. My model can be programed to run automatically and I have it vacuum every night after we go to bed.
Her concern was cat hair. I have 2 dogs, one of them at Sheltie with plenty of hair, and by using the Roomba every night; I have never had a problem with the bin being full. The secret is to use it every day, I believe.
As for your magazine's comment, mine cleans edges and corners just fine. I use the items that were included to block entry into any room that I don't want Roomba to go and make sure that there is no object that the vacuum might become trapped by.
To make Roomba work at it's very best, it needs to be emplied after every use and the filters and brushes be replaced as needed.
Please don't give up on this vacuum - run every day and give it a chance.