Effective 'Consumer letters'

Started by P.C., Apr 22 08 08:21

Previous topic - Next topic

P.C.

Anybody have a magic formula for dealing with the dissatisfaction of a product you have purchased ?  I know there is an 'art' to it....and I would welcome any tips or pointers.    
Sir Isaac Newton invented the swinging door....for the convenience of his cat.

Lil Me

Threats.  Use threats.  Here's a sample letter...
 
  This is an actual letter from an Austin woman sent to American company
  > Proctor and Gamble regarding their feminine products. She really gets
  > rolling after the first paragraph. It's PC Magazine's 2007 editors'
  > choice for best webmail-award-winning letter.
  >
  > Dear Mr. Thatcher,
  >
  > I have been a loyal user of your 'Always' maxi pads for over 20 years and
  > I appreciate many of their features. Why, without the LeakGuard Core or
  > Dri-Weave absorbency, I'd probably never go horseback riding or salsa
  > dancing, and I'd certainly steer clear of running up and down the beach
  > in tight, white shorts. But my favorite feature has to be your
  > revolutionary Flexi-Wings. Kudos on being the only company smart enough
  > to realize how crucial it is that maxi pads be aerodynamic. I can't
  > tell you how safe and secure I feel each month knowing there's a little
  > F-16 in my pants.
  >
  > Have you ever had a menstrual period, Mr. Thatcher? Ever suffered from
  > the curse'? I'm guessing you haven't. Well, my time of the month is
  > starting right now. As I type, I can already feel hormonal forces
  > violently surging through my body. Just a few minutes from now, my body
  > will adjust and I'll be transformed into what my husband likes to call
  > 'an inbred hillbilly with knife skills.' Isn't the human body amazing?
  >
  > As Brand Manager in the Feminine-Hygiene Division, you've no doubt seen
  > quite a bit of research on what exactly happens during your customers
  > monthly visits from 'Aunt Flo'. Therefore, you must know about the
  > bloating, puffiness, and cramping we endure, and about our intense mood
  > swings, crying, jags, and out-of-control behavior. You surely realize
  > it's a tough time for most women. In fact, only last week, my friend
  > Jennifer fought the violent urge to shove her boyfriend's testicles into
  > a George Foreman Grill just because he told her he thought Grey's
  > Anatomy wa s written by drunken chimps. Crazy!
  >
  > The point is, sir, you of all people must realize that America is just
  > crawling with homicidal maniacs in Capri pants... Which brings me to the
  > reason for my letter. Last month, while in the throes of cramping so
  > painful I wanted to reach inside my body and yank out my uterus, I
  > opened an Always maxi-pad, and there, printed on the adhesive backing,
  > were these words: 'Have a Happy Period.'
  >
  > Are you fu*ing kidding me? What I mean is, does any part of your tiny
  > middle-manager brain really think happiness - actual smiling, laughing
  > happiness is possible during a menstrual period? Did anything mentioned
  > above sound the least bit pleasurable? Well, did it, James? FYI, unless
  > you're some kind of sick S&M freak girl, there will never be anything
  > 'happy' about a day in which you have to jack yourself up on Motrin and
  > Kahlua and lock yourself in your house just so you don't march down to
  > the local Walgreen's armed with a huntin g rifle and a sketchy plan to
  > end your life in a blaze of glory.
  >
  > For the love of God, pull your head out, man! If you just have to slap a
  > moronic message on a maxi pad, wouldn't it make more sense to say
  > something that's actually pertinent, like 'Put down the Hammer' or
  > 'Vehicular Manslaughter is Wrong', or are you just picking on us?
  >
  > Sir, please inform your Accounting Department that, effective
  > immediately, there will be an $8 drop in monthly profits, for I have
  > chosen to take my maxi-pad business elsewhere. And though I will
  > certainly miss your Flex-Wings, I will not for one minute miss your
  > brand of condescending bull sh*t. And that's a promise I will keep.
  > Always.
  >
  > Best,
  > Wendi Aarons
  > Austin , TX
  >
   
"In the absence of clearly-defined goals, we become strangely loyal to performing daily trivia until ultimately we become enslaved by it."  Robert Heinlein

van_guy

 P.C. wrote:
Anybody have a magic formula for dealing with the dissatisfaction of a product you have purchased ?  I know there is an 'art' to it....and I would welcome any tips or pointers.  

Well it depends so much on the manager you have to deal with ...

... I always start out peaches and cream --- "there seems to be a problem with your product ..."
see how far that gets you  ...

then I tend to slowly rachet it up ... mention to them that you could tell 100 friends in the industry that you recieved very poor service from this store.

Mention that your company does xyz dollars of business at this store last year ...  (you can make all this up if you need to)

Once at Home Depot I got really pissy with the jerk of a manager ... there was yelling and spitting ... I got my refund - it wasn't pretty though...

Good luck
 
Travel is fatal to prejudice, bigotry, and narrow-mindedness (Mark Twain)

P.C.

Lil Me....that is without a doubt...THE best letter I've ever written....errr....read.  If only my problem were with a feminine protection product....I'd plagurize it.

  Van guy....I agree.  Start out slow and steady...non critical.  But at what point do you kick it up.  I'm not dealing with a store....I'm going straight to the company.  (the store has already excused themselves from any responsibility for taking all our money and delivering us crap).  I want to sound passive/assertive....but when do I move to the aggressive mode.

  *I'm busting blood vessels just anticipating this process.
Sir Isaac Newton invented the swinging door....for the convenience of his cat.

van_guy

Van guy....I agree.  Start out slow and steady...non critical.  But at what point do you kick it up.  I'm not dealing with a store....I'm going straight to the company.  (the store has already excused themselves from any responsibility for taking all our money and delivering us crap).  I want to sound passive/assertive....but when do I move to the aggressive mode.  
*I'm busting blood vessels just anticipating this process.
 
 Well  -I guess you kick it up a notch everytime you come to a standstill.  
 
 I'm guessing you want a refund ...so if they say "I'm sorry it's not our policy to refund blah bla h blah" - you kick it up one notch ... when they say - "there's no reason to be rude" - you kick it up 2 notches ... don't be afraid to ask for the next manager higher - often times ytou can get satisfaction from a regional rep but not the local rep....  I usually find that the calm - relaxed - relentless tone works better than the yelling ranting tone.  
 
 
Travel is fatal to prejudice, bigotry, and narrow-mindedness (Mark Twain)

P.C.

I think so too.  I don't plan on ranting....yet I don't want to come across with a letter that won't be taken seriously.  It seems like a fine line.  

  I just want them to give us a new TV !!!!!!!! [img style="CURSOR: pointer" onclick=url(this.src); src="vny!://www.cheesebuerger.de/images/smilie/boese/a020.gif" border=0]
Sir Isaac Newton invented the swinging door....for the convenience of his cat.

van_guy

 P.C. wrote:
I think so too.  I don't plan on ranting....yet I don't want to come across with a letter that won't be taken seriously.  It seems like a fine line.  
 
I just want them to give us a new TV !!!!!!!! [img style="cursor: pointer;" onclick="url(this.src);" src="vny!://www.cheesebuerger.de/images/smilie/boese/a020.gif[/img]
 
 Ahhhhhhh.... you know I wouldn't write a letter - I'd call them.
 It's really easy to say no to a piece of paper - it's much harder to say no to a person.  I would call them - they must have a 1-800 number ??
 
 
Travel is fatal to prejudice, bigotry, and narrow-mindedness (Mark Twain)

Michel


Gopher

I always add a postscript informing them that a copy of this letter has gone to my solicitor. It has always worked.
A fool's paradise is better than none.

Lise

How about starting with, "Dear Corporate a**holes"?
Always end the name of your child with a vowel, so that when you yell the name will carry.
Bill Cosby.

P.C.

That sounds like a great idea Gophie....but I think I might save that for stage 2.  

Lise....I like your style....that one I'll save for stage 3.

  Michel....they actually DO say 'have a happy period' on their tv ads.  It takes great restraint to not put my foot through the TV every time I hear it, but as we are running out of TV's, I find that hyphenated swearing works well too.
Sir Isaac Newton invented the swinging door....for the convenience of his cat.

Van

Definatley depends on the company. I write letters too. No expert at them mind you.

If I get bad service at a restaurant, I write a simple letter. I got everything from a free supper, to a "sorry" reply.
When the End comes, don't worry if your party shoes are clean or not. Just make sure you have them on!

P.C.

I prefer the letter over talking to someone on the phone.  I get to think and rethink what I want to say without the danger of any temper rearing it's nasty face.  Not to mention, I find it difficult  to talk to the right person on the phone...I have trouble enough when I owe THEM money...let alone when asking them for something. Plus I have a tendancy to get tongue-tied.

  I wonder if sending the letter 'registered' would be enough to imply that it may be the prelude to taking this all the way....or do you think that's too threatening ?
Sir Isaac Newton invented the swinging door....for the convenience of his cat.

Michel


Van

I usually write the manager, but put a CC on the higher ups that go above the manager. Clearly putting the CC list on the letter. It seems to work wonders. CC as many higher ups as you can.
When the End comes, don't worry if your party shoes are clean or not. Just make sure you have them on!