Each of us has surely had the experience of a product or service that did not satisfy, in part or completely, expectations. In these cases, knowing How to file a complaint and resolving disputes with companies can make a big difference. Here are some tips on how to deal with these situations effectively, with a good chance of achieving a satisfactory resolution.
Documentation and preparation
First of all, it is essential collect all necessary evidence. Receipts, invoices, confirmation emails, and any previous communications with the company are essential. If possible, take photos or videos to document the issue. Having as much material available and being able to produce as possible makes the complaint process much easier and more structured.
Contact Customer Service
Once this is established, the first step in resolving a dispute is Contact customer servicei. You can do this by phone (we will return to this often painful point later), email or online contact form. It is important to be clear and concise in describing the problem: specify what happened, when it happened and what solution you want, whether it is a refund, a replacement or a repair.
If you do not receive a response within a week or two, please send a memorandum kind, but firm. If the problem persists, ask for talk to a supervisor or a manager. Sometimes a simple move to a higher level can speed up resolution.
Complaint Escalation
If customer service can’t resolve the issue, you may need to take a step further: contact the company management with a formal letter (maybe even a PEC), an action that could prove effective. The important thing is to make sure you include all the relevant information and maintain a professional tone.
Another useful strategy is to use the social media. Companies are usually very sensitive to their public image, and a well-written post on Twitter or Facebook can lead to a quicker response.
Contact consumer associations
If the dispute is not resolved internally, at this point you can contact consumer associations such as Altroconsumo, who can offer valuable assistance and intervene on our behalf. Another entity that can be contacted for questions relating to consumer protection is theCompetition and Market Authority.
Mediation and Arbitration
When the complaint cannot be resolved, mediation or arbitration may represent valid alternatives And less expensive compared to legal action. Mediation involves some entities as third neutralwhich help the parties to reach an agreement; arbitration, which consists of a dispute resolution procedure that does not have as its object inalienable rights, or for which there is no express prohibition by law, implies a binding decision by an arbitrator, in this case an expert on the subject.
Legal action
Last resort, legal action. For disputes of a “small” amount (up to 5,000 euros), in Italy you can turn to the Justice of the Peacewhile for larger amounts it will be necessary to proceed with Civil Court. If many people have been harmed by the same problem, it is also possible to join a class action, reducing individual costs and increasing the chances of success.
Difficulty with customer service
An in-depth analysis that we believe can be appreciated, particularly deserves the Customer Service Relationshipoften handled by call centers (internal or external to the company). Many consumers find it difficult to get effective results when contacting customer service, often due to automated telephone systems or unhelpful, if not evasive, responses from operators. Here are some tips on how to overcome these “challenges” and increase the chances of obtaining a satisfactory resolution.
Overcoming automated systems: Some tricks include repeatedly pressing “0” or saying words like “operator” to bypass the system. Calling during off-peak hours can also reduce wait times.
Optimize conversations: prepare in advance with all the necessary information, maintain a calm and polite tone (even if sometimes it is objectively difficult), ask for the name of the operator and a written confirmation of the conversation.
Handling unsatisfactory responses: If the operator cannot help, ask to speak to a supervisor. If that doesn’t work, using social media or sending a formal letter to management can have effective results.
Additional Strategies
If all these measures do not lead to any
result, one can consider the idea of write online reviews on platforms like Trustpilot or Google Reviews. These can get the company’s attention and lead to a resolution.