How to structure a complaint regarding a faulty product

Many customers don’t want to seem “rude” by complaining about a product or service. It may feel like too complex a process. But complaining about a product or service is not only every consumer’s right, it’s a responsibility.

Requesting a Remedy or Replacement

When it comes to a faulty product or sub-standard service, consumers are protected by Consumer Acts in most countries. Consumer protection acts outline what consumers can do in the case of defective products, where the issue cannot be resolved with a simple replacement product or remedy of the service provided. Sometimes, the issue arises unexpectedly. For example, a consumer may choose to structure a complaint that outlines that after a unit was purchased, it required some repair, which was covered by the warranty. The product itself was fine but the repair service (and service person) was not and resulted in further damage, rather than improvement. In this case, the consumer is still entitled to structure a complaint and have either the repair service, the retailer, or the manufacturer compensate them, depending on who takes responsibility for which part of the process.

How to Structure a Complaint

To structure a complaint, consumers should start with the bill of sale, receipt, or warranty that comes with the purchase. Once the consumer understands the terms of refund, exchange, replacement, or service repairs, they must draft a letter to the business, including the details of the issue and when it was encountered. When they structure a complaint, the consumer must also include a section on desired action and the time the business, company, or retailer has to respond to the complaint. They should also outline what the next actions being taken will be, should the business, retailer, or company fail to respond in the time allotted.

Whether a consumer can receive a full or partial refund, is only entitled to an exchange or store credit, will depend on each retailer’s policy. Some retailers state that a refund must be initiated within a set amount of time after purchase. Others sell extended warranties where, once the manufacturer’s warranty ends, the retailer is responsible for fixes – or vice versa. Before lodging a complaint, check the receipt that was issued with the purchase.