Fen

4

to encourage repeat business,

do not talk to salesclerks.

‘By Brian McRae, LL.B.

Legal Director
The People's Law School

Have you
appliance that
first week, or had your favourite
shirt ruined at the cleaners?
Remember the frustration and
anger you experienced. Instead
of getting mad, or swearing never
to shop there again, you might
want to make a consumer com-
plaint. Unfortunately, féw of us
have much experience with this
SOmt Ot chang The f£olllowing
list of suggestions will help you

ever bought an

broke after.

make an effective consumer com-
plaint.

1) Make sure that your com-
plaint is justified. You get

what you pay for so if the handle

falls off a $2 pot, you may not
have a valid complaint. On the
other hand, if you paid $45 for
the pot, it is reasonable to ex-

pect that it will last for sever-

al years of normal use.

2) Give the seller the first
opportunity to solve the problem.
Most businesses are concerned
about their reputation and want
so
they will often be pleased to
exchange defective merchandise or
offer a refund. When you make
your complaint, follow these
guidelines:

- See someone in authority -
Ask
the
de-

to see the store manager,
head of the particular sales
partment, or the owner.
- Take the sales
S Sion ENE wee ey

slip or
as well

‘ = Northern Shopping Expertance
: - 12,000 sq ft under one roof

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RECORDS & TAPES

Poel

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} INGLIS APPLIANCES‘

the

Page 24 Cassiar Courier October 1989

‘How to Make an Effective Consumer Complaint

as the item itself, if possible.

- Take along a friend to
witness the conversation.

- Outline the problem as
clearly as you can and suggest

the solution which you want. Be.
polite - people are more likely
‘to respond positively to you and

give you what you want if you are
pleasant to deal with

- Request specific informa-
tion as to when, how and by whom
things will be done.

- Keep a_ written record of
your conversation which includes
the name of the person you talked

to, the date, and any important
things which were said or done.
This record will be important

later if you have to take let eteiteks
action.

3) If your problem is not
resolved in this meeting, you
should write a letter of comp-
laint to the owner or manager
which outlines your problem. If
you do not know the name of the
Manager or owner, telephone the
business and ask, then address

the letter to this person.

4) If you get no response to
your letter or the situation is
still not resolved to your satis-
faction, then you may have to get
the help of an organization which
deals specifically with consumer
problems or start a legal action.
The organization which you choose
will depend on which is closest
to you and the type of
you have. This might be a
association or a
private consumer assistance or-
ganization. If there is a large
amount of money involved, you may

trade
government or

§ HOT-POINT APPLIANCES

| CARPET CLEANER RENTAL oe

problem

Monde y to Friday:

Satur day: 10:00am. to 1:00 p.m. §

Sunday; Closed 4

wish to get legal advice at this

point and start a legal action.
-For more information on con-
Sumer contracts, order your copy
of a new book published by The
People's Law School Press, "A
Consumer's Guide to Contracts".
This booklet tells you how to
avoid contract problems, when you

can break’ consumer contract,
how to avoid problem contracts,
and how to write an effective
consumer complaint. To order
your copy send $5.50 to  £The
People's Law School, #150-900_
Howe Street, Vancouver, B.C. V6Z
2M4 or call us at (604) 688-2565
for a free booklist and a _ sched-

‘tule of our free law classes.

- NORTHERN LIGHTS COLLEGE
NEW HOURS AS OF OCT. 2

Monday to Thursday
8:30-4:00

Closed for Lunch 12:30-1:30
Tuesday and Thursday
. 7:00pm. till 3:00pm.

CLOSED ON FRIDAYS _

HOURS

10:00 a.m. to 6:00 p.m. § §

Pe PRODUCTS: |
_ PHONE: 778: 7668 i