Please note that I am not attempting to flame you, I appreciate the
crap you've gone through, and I'm sure we all can relate. However, as
a frequent corporate letter writer, and freebie getter, I have a
decent experience in writing effective complaint letters to companies
so I thought I might offer some suggestions.
Your letter is likely to wind up in the trash. Here's what I've
learned about writing to companies.
1. Never email. It is way too easy to hit delete.
2. Never negotiate with underlings. Write the CEO personally and copy
the relavant department. Hand-address the envelope and type the
letter. Find out the CEO's name using either Annual reports or other
means, address the envelope to that person. There is nothing a busy
executive hates more than having to waste thier time dealing with
pissed off customers. There is nothing more managers hate than dealing
with pissed off bosses. Remember, crap rolls downhill.
3. Don't write with a problem, write with an answer. Don't purely
bitch. You must quickly point out that you are trying to help the CEO
improve thier business and not lose more customers. Suggest a
solution. Telling them that they have already lost a customer makes it
a moot point. However, telling them that they MIGHT lose a customer is
a great way to get discounts, rebates, or a plain-old check. Don't be
afraid to offer a suggestion. For example, "To restore my faith in
your shipping, I suggest that my next 3 orders should ship for free."
4. If they really have lost a customer, write the competition and copy
the company. The competition can use the testimonial letter. This also
has the potential to make the company want to win you back.
5. For really bad things, copy everyone. For an airline complaint, I
once wrote the CEO, copied the VP of customer relations, the airport,
the FAA, the FTC, and the local TV station's "Consumer watchdog". For
a car repair shop, I once copied the competition so they would have a
testimonial letter. I got a free ticket and a free oil change,
6. Be just as loose with praise. If I get good customer service, I
send letters as well, although I do not send them as high up the food
These are all just suggestions of course. Sometime it is just plain
therapeutic to write a bitch letter.
replace junk with jay to reply.