Consumer Complaints

Introduction to consumer rights is done on an earlier day.
Students are provided with the appropriate steps to redress, ie.
1. try returning the item to the store
2. Writing a letter to the company
3. Using the BBB or the "action line" of the local newspaper or radio station.
4. Going to small claims court

Several examples about defective products are given to the students and they are to determine the correct course of action.

Students are then told what information needs to be included in a complaint letter. The students are then given an sample of a complaint letter. Next we review the parts of the letter as well as correct spacing and punctuation. Addressing envelopes is also reviewed.

A story is read aloud about a consumer complaint and the students are given directions and a rubric to follow in order to write the complaint letter.

Sample complaint letter:

19 Durham Hill Road
Rome, NY 13440
March 10, XXXX

Ms. Elizabeth Wright
Customer Service Manager
Kitchen Products, Inc.
52 East 47 Street
New York, NY 10002

Dear Ms. Wright:

I am writing to inform you that the Menu Mate food processor, model 495, that I purchased on March 5, XXXX, does not work properly. The machine will not start because the lid does not lock. I have read the operators manual and spoken to the salesperson at Sierra Appliances (2100 Main Street, Whitesboro, NY) where I purchased the machine. No one has been able to get the lid to lock.

I have enclosed copies of the sales receipt. I would like you to send me a working model of this food processor at the above address. I look forward to receiving the new food processor in two or three weeks. I can be reached at (315) 339-7200.

Thank you for your time in this matter.
Sincerely,


James Farr



Scenario:

What A Rip-Off!

When you got home from school on Friday, you found a package on your bed. The two CD’s (“75 Cents Hits” and “Blasting Banana”) you ordered through the mail had arrived. After dinner you went next door to Jean’s house to play the CD’s.

You played the first CD but when the music began you said “Hey, what is this?” The singer was unknown and could not sing very well. The band that accompanied the singer wasn’t very good either. The other CD was also of poor quality.

You were upset and yelled, “What a Rip-off!”

Then you remembered the advertisement. You took the ad out of your wallet and said “Maybe I didn’t get ripped off after all. See, the ad states that if you’re not 100% satisfied, your money will be refunded. Well I’m not the least bit satisfied, so I’m going to mail the CD’s back. What amazes me though is that if everybody is as dissatisfied as I am and asks for their money back, how can the company make any money?”

Jean answered “Probably because most people don’t want to take the time and trouble to mail the CD’s back.”

“It’s not too much trouble for me” you said. “I’m going to mail them back tomorrow. First though, I have to write the company a letter. Will you help me, Jean?” The name and address of the company is Hit Tunes, 109 W. Lincoln Ave., San Francisco, CA 55055. The customer service manager is Mr. Robert Records.


Where/how were the CD’s purchased?
What are the names of the CD’s?
What company did you buy the CD’s from?
What does the “W” stand for in the address?
Who is the customer service manager?
What is Robert Records’ title within the company?


Directions and rubric:

Directions: Read the scenario on the other side of this page. On a separate sheet of paper write a complaint letter. Use today’s dates. You may have to “make up” any missing information. Use the appropriate format for the complaint letter (see below).

Your house number and street address
City, State, Zip code
Today’s date (spell out the month)
Leave a space
Name of person to whom you are writing
Title of person to whom you are writing
Name of Company
Address of company
City, State, Zip
Leave a space
Dear Mr./Mrs./Ms. ______________:
Leave a space
Include the following information in the body of the letter:
1. Date and place of purchase -OR- Date and how purchased
2. Name and/or model number of the item
3. Brief description of the problem
4. Any previous steps taken to correct the problem (if it applies)
5. How you want the problem solved (i.e., repair, replacement or refund)
6. Your daytime phone number including the area code
Leave a space
Closing,
Your signature

*************************************************************************************

Rubricfor Complaint Letter

Your score
Your address and date 3 points
Company address 5 points
Salutation 1 point
Body of letter includes: 7 points
Date purchased
How or where purchased
Name of Product
Brief description of the problem
Explanation of what you want
Your daytime phone number with area code
Polite language
Closing 2 points
Correct format and spacing 1 point
Followed the scenario given 1 point
Grammar/Punctuation 3 points
Spelling 2 points
Envelope 10 points
____________________________________________________________
Total 35points