Making a complaint - by letter or phone?
 

I need advice on the best way to make a complaint about a product. This product was fitted to my car in Sept 2004 and requires an annual subscription. In Oct 2005 it started to malfunction which I reported and was advised to get it checked by a local dealer. Since then it has continued to deteriorate until I finally had enough and had it fixed today.

However the original unit had to be replaced and a new one fitted at a cost of over £300 when I was just expecting a repair cost of about £50. I am absolutely livid about this considering that it went wrong just one month after the warranty ran out.

So I want the supplier to bear some of the cost for the replacement - what is the best way to complain? By letter so I can include all the paperwork and facts, or by phone so I can give them an earful?

If you haven't already guessed what the product is here's a clue, it starts with an 'R' and ends with 'ACTrackstar'.

Letter everytime mate.

At least they have a copy then where they can twist what was said on the phone!

I think thats where your loose your leg to stand on.

Always complain in writing, that way you can keep a copy,send your complaint to head office addressed to the MD this always gets a reply, always post recorded delivery, that way they cant say it wasnt received, keep your letter short and factual mention trading standards this puts the fear of death into most companys lf you need advice trading standards are very helpful, finally, dont give up.

Be prepared for them to tell you to toss right off - i would.

Garycat

As others have said, letter by recorded delivery.

I think you have good cause for a complaint, although the warranty had ran out. Who expects to replace a tracker every 12 months:wonder:.
Demand they part pay the new costs!

A warranty is all well and good, but in law you have a right to expect products you buy to last a reasonable amount of time given the nature of the product and the price you paid for it. Your local CAB should be able to explain your rights in more detail.

Be prepared for a fight, though - lots of people who should know better are not aware that they still have legal obligations even after the warranty runs out, and you could have a hard time convincing them.

Good luck!

Thanks for the advice guys.... (Fires up MS Word...)

Don't hold you hopes out as it sounds like it was playing up a year ago and you didn't push for it to be fixed then which you should have really

Personally I would make the call first and then write the letter if you do not get the result you want or to confirm that some agreement hasd been made. Document everything you say and the third party says.

AllanB

I woudl fight for this i would expect ot to work for a few years at least! its a piece of electronics and they should last forever now!

YHPM chap

:thumb: :thumb: