Consumer court

Companies have the right to make a profit. As consumers, we have the right to receive the goods and services we purchased at the price and quality advertised. We also have the right to seek redress if those expectations are not met. On an index card, write a sentence or two describing what it is you want the company to do for you. Refer to this index card when you phone or e-mail — it’ll keep you focused. Tell them what the problem is and how they can make it right.

Let the company know that you’re ready to move to a competitor (but be prepared to follow through on the threat). Use the phrase, “Give me a reason to stick around.” If you cannot obtain a reasonable solution through the normal customer service channels, get resourceful. Find a way to connect with the CEO or some other high-profile executive. Exercise your right to tell others about your experience. No company wants bad publicity. As long as your message is reasonable and true, you’re entitled to warn others away. Go to a consumer court or online shopping consumer forum as well.