Remember:

Remember:

1. First contact the seller if you have a complaint.

2. If that does not resolve your problem, contact the company
headquarters.

3. If your problem is still unresolved, refer to the subject index
for the organizations, or local, state and Federal offices that
provide help in cases like yours.

4. Taking legal action should be the last resort. However, if you
decide to exercise this right, be aware that you might have to act
within a certain time period. Check with your lawyer about any
statutes that apply to your case.

After you buy

o Read and follow product and service instructions.

o Be aware that how you use and take care of a product might
affect your warranty rights.

o Keep all sales receipts, warranties, service contracts and
instructions.

o If you have a problem, contact the company as soon as
possible. Trying to fix the product yourself might cancel your
right to service under the warranty.

o Keep a written record of your contact with the company. o If
you have a problem, check with your consumer protection office to
find out about the warranty rights in your state. o If you paid
for your purchase with a credit card, you have important rights
that might help you dispute charges. (See the "Consumer Tips"
section, page 20.)

o Check your contract for any statement about your cancellation
rights. Contact your consumer protection office to see if a
cancellation period applies.

o If you take the product in for repair, be sure the technician
understands and writes down the problem you have described. Red
Flags of Fraud

Consumer protection offices urge consumers to be aware of the red
flags of fraud. Walk away from bogus offers. Toss out the mail or
hang up when you hear:

o "Sign now or the price will increase;"

o "You have been specially selected...;"

o "You have won...;"

o "All we need is your credit card (or bank account) number -for
identification only;"

o "All you pay is for postage, handling, taxes...;"

o "Make money in your spare time - guaranteed income...;" o "We
really need you to buy magazines (a water purifier, a vacation
package, office products) from us because we can earn 15 extra
credits...;"

o "I just happen to have some leftover paving material from a job
down the street...;"

o "Be your own boss! Never work for anyone else again. Just send
in $50 for your supplies and...;"

o "A new car! A trip to Hawaii! $2,500 in cash! Yours,
absolutely free! Take a look at our...;"

o "Your special claim number entitles you to join our
sweepstakes...;" or

o "We just happen to be in your area and have toner for your copy
machine at a reduced price."

Remember, the smart consumer always looks at the total price before
deciding and checks out the company and product before buying.

Stay away from telemarketers who want to:

o send a courier service for your money;

o have you send money by wire;

o automatically withdraw money from your checking account; o
offer you a free prize, but charge handling and shipping fees;

o ask for your credit card number, checking or savings account
number, social security number or other personal information; and

o get payment in advance especially for employment referrals,
credit repair, or providing a loan or credit card.

Stay away from lotteries, pyramid schemes and multi-level sales
schemes. They are all good ways to separate you from your money.

Complaining Effectively

Save all purchase-related paperwork in a file. Include copies of
sales receipts, repair orders, warranties, canceled checks,
contracts, and any letters to or from the company. When you have
a problem:

o Contact the business that sold you the item or performed the
service. Calmly and accurately describe the problem and what
action you would like taken.

o Keep a record of your efforts to resolve the problem. When you
write to the company, describe the problem, what you have done so
far to try to resolve it and what solution you want. For example,
do you want your money back, the product repaired or the product
exchanged?

Allow time for the person you contacted to resolve your problem.
Keep notes of the name of the person you spoke with, the date and
what was done. Save copies of all letters to and from the
company. Don't give up if you are not satisfied.

o Contact the company headquarters if you have not resolved your
problem at the local level. Many companies have a toll-free 800
number. Look for it on package labeling, in a directory of 800
telephone numbers (available at your local library), by calling 1
(800) 555-1212 (toll free) or by referring to the many corporate
consumer contacts, beginning on page 29. Address your letter to
the consumer office or the company's president.

Writing a Complaint Letter

Where to send it

o Check the product label or warranty for the name and address of
the manufacturer.

o If you need additional help locating company information, check
the reference section of your local library for the
following books: Standard & Poor's Register of Corporations,
Directors and Executives; Standard Directory of Advertisers; Trade
Names Dictionary; and Dun & Bradstreet Directory.

o If you have the brand, but cannot find the name of the
manufacturer, the Thomas Register of American Manufacturers lists
the manufacturers of thousands of products. Check your local
library.

o Each state has an agency (possibly the corporation commission or
secretary of state's office) that provides addresses for companies
incorporated in that state.

o Remember, do business with a company you will be able to find
later. It might be difficult to find companies in other states or
those listing post office boxes as addresses. Even if you have an
address, it might be only a mail drop, so be sure you know where
the company you are doing business with is located physically.

What to say

o Include in the letter your name, address, home or work
telephone numbers, and account number, if any.

o Make your letter brief and to the point. Include the date and
place you made the purchase, who performed the service, such
information about the product as the serial or model number or
warranty terms, what went wrong, with whom you have tried to
resolve the problem and what you want done to correct the
problem.

o Use the sample consumer complaint letter on the following page
as a guide.

o Include copies, not originals, of all documents.

o Be reasonable, not angry or threatening, in your letter. Type
your letter, if possible, or make sure your handwriting is neat and
easy to read.

o Keep a copy of all letters to and from the company.

o You might want to send your complaint letter with a return
receipt requested. This will cost more, but will give you proof
that the letter was received and tell you who signed for it. o
If you feel you have given the company enough time to resolve the
problem, send a copy of your letter to, or file a consumer
complaint with, your local or state consumer protection agency,
such specific state agencies as banking, insurance and utilities,
or local Better Business Bureau. Their addresses can be found
starting on pages 70, 87 and 63, respectively. Include
information about what you have done so far to try to resolve your
complaint. If you think a law has been broken, contact your local
or state consumer protection agency right away.