- In this report
- Introduction
- Action plan
- Overview
- Protect yourself
- When to act fast
- Self-help
- Contact the manufacturer
- Getting outside help
- Demanding action
- Going to court
- Action library
- Action communication
ELECTRONICS FORUMS  Get real-world advice from others about choosing a new TV, digital camera, computer or cell phone. |
April 2006
Action plan  You've just paid hundreds, maybe thousands, of dollars for a PC that doesn't work properly--or at all--and you're angry. You're thinking you want the head of the representative of the computermaker or retailer who sold you this pile of junk. Set those feelings aside. You want action, but getting action is not a mad, maniacal rant. It's a calm, orderly campaign in which you persuade a corporation to do the right thing-specifically, to give you a PC that works. There are six steps of action. The lowest steps generally involve mutual cooperation between you and the corporation. They require less time and effort on your part and are the most efficient way of achieving your ultimate goal. If you're dealing with a company that understands that good customer care is good for business, you'll get satisfaction early on at Steps 1, 2, or 3. Other companies require progressively stronger steps of action. These higher steps involve more work and tend to be more adversarial--reporting the retailer to the Better Business Bureau, getting help from your credit-card issuer by disputing a charge because the merchandise was defective, or even taking the computermaker to court. Most people prefer to avoid all that, and guess what? Companies know it. Irksome bureaucratic procedures and unhelpful customer service can be barriers designed to keep mild-mannered consumers at bay. Only tough customers make it over the wall. Whatever type of company run into, whether consumer-friendly or combative, here's your plan for action:
------------------------------------------------------------------------------------------------------ What did you find most helpful about this guide? What would you like to see improved? Your feedback will help us serve consumers better, so please drop us a note at problempc@cro.consumer.org. ------------------------------------------------------------------------------------------------------ |
