Does your recently installed roof seem more like an indoor sprinkler system? Did you buy a new computer, only to find it crashes more often than

it works? Consumers of the world unite! If you have a defective product on your hands, this w2torial ill guide you through the proper procedures for filing a complaint--from when to be nice to when to get tough--so you can have the customer satisfaction you deserve. First, make sure you're within your rights. You'll need the receipt or contract to use as proof of the transaction (otherwise the merchant has the right to refuse your claim). If there's a warranty, make sure it hasn't expired. But even if you're missing something, there's still a chance the merchant will give you some leeway and listen to what you have to say. Second, keep a level head. Spending good money on something that turns out to be defective can be particularly infuriating, but once you decide to pursue a complaint, it's important not to mix emotion with the task at hand. If you assume the merchant will want to help solve the problem, and you approach the situation with a positive attitude, then you're likely to get better service and a quicker resolution. Finally, while everything might not go your way, don't give up at the first roadblock. If your claim is contested, the process of following it through the proper channels can be lengthy. But if you take it one step at a time, in a calm, methodical way, you'll almost always get positive results. Prepare your case Before you contact the merchant, take a few steps to ensure a smooth conversation:

• Get your documents in order--receipts, warranties, contracts, estimates and so on. Also, if the product has a make, model and serial number, write this information down so you can have it on hand if the seller asks for it.
• Be ready to explain your problem in a calm, clear way. Prepare some notes if necessary.
• Decide what you would accept as a reasonable resolution. If your complaint involves a specific product, do you want the item replaced, repaired or exchanged for credit? Or do you want your money back? If you're dealing with a contracted service (like a new roof), would you accept free repair? Remember that there may be company policies regarding these choices.

Contact the merchant Most complaints can be resolved by simply calling or visiting the seller of the product or service. When you call, ask to speak to the appropriate person--typically the store manager, customer service representative or the contractor--and briefly describe the problem. Sometimes the complaint can be handled over the phone (such as with mail-order products, or if the product is too large to return), but in most cases you'll need to make an appointment. Note: If the product is made by another manufacturer, there's a chance the merchant will redirect you. If so, just start over with the manufacturer. If all goes well, you'll meet with the merchant, explain your problem again, show the defective product (or proof of the problem, like photos) and your receipt, give your preference for a solution, reach an agreement and leave. If you don't see eye to eye, try to stay positive. Make sure you know what the merchant considers a fair solution. Can you compromise? If not, can you take your complaint to the next rung up? If you're dealing with a customer service representative, ask to talk to someone in management--you may get more results. Complain to the merchant in writing Okay, your first try ended in rejection. Time to up the ante and show these people you mean business. This means stating your claim in a formal letter of complaint. This letter serves two purposes: it shows the merchant you're willing to push your claim further, and it's a formal record that you notified the merchant of your complaint. The letter should be brief--no more than two pages--and typewritten if possible. If not, write legibly in black or blue ink. Here's what it should contain: Part 1: A statement informing the merchant of your dissatisfaction with the product or service. If it's a product, state the name, make, model, serial number and where and when you bought it. If it's a service, describe it and give the date (or dates) it was performed and the name of the person (if different from the merchant) who performed it. Then briefly describe why the product or service is defective or unsatisfactory. Part 2: A brief description of what you've already done to resolve the complaint and the response you received. Give the names of people you talked to and the date of your call or visit. Part 3: A statement of what you want the merchant to do about your complaint--either repair, reimbursement, replacement or credit. Indicate the amount of time you're willing to wait for a response (two weeks is usually enough). Explain that if you don't hear back within the given time period, you'll refer the complaint to the appropriate consumer agency (see Step 4). Part 4: Thank the merchant for his or her cooperation. Remember to include a copy of the receipt and any other pertinent documents, such as a warranty or contract. Do not send originals. Also, make a copy of your letter to have in your files, and save any letters you receive from the merchant. You should keep all of these documents in a safe spot, because you may need to use them in the future. Contact a consumer agency If you didn't receive a response to your letter in time, or the response was lacking in the spirit of cooperation, it's time to bring in the professionals. A host of consumer protection agencies will be glad to hear from you. They range from government to private nonprofits, general to business-specific. Here's a list of possibilities: Your state or local consumer protection office These agencies are the best place to start. They can help arbitrate your dispute or refer you to a more specific agency that might serve you better. In cases that show abusive practices, they can investigate and bring up criminal charges. Call your state or local office before sending any letters or documents, since most will want to mail you a form to file your complaint. Check the government listings in the phone book, or type "(your state's name) consumer protection office" into your Internet browser's search engine. Once you receive and complete the complaint form, you'll need to send it with copies of relevant documents and describe what you've already done to resolve the complaint. Better Business Bureaus Better Business Bureaus are organizations sponsored by local businesses that promote good relations between buyers and sellers. While they don't have the authority to force a business to resolve a complaint, most will at least contact the merchant and try to negotiate a solution. Some bureaus also offer formal arbitration--a third party agreed upon by you and the merchant who will decide on a resolution. Call your local bureau so it can check whether or not your complaint is within its jurisdiction, and, if it is, mail you a complaint form. Check the business white pages in the phone book, or try www.bbb.org on the Internet. Industry trade associations Many merchants, especially those in a service industry, belong to national associations for their trade. The help offered by these associations is usually about the same as what's provided by Better Business Bureaus. Call the merchant to see if he or she is a member of a particular group, then check the business white pages for the local (or national) number. Federal agencies Most federal agencies don't handle individual consumer complaints, but if your complaint involves a defective product that could pose a threat to other consumers (for example, a new automobile, packaged food or a child's toy), check the federal government listings in the phone book and contact the appropriate agency. In most cases, your persistence will pay off and the complaint will be resolved to your liking. After all, no business wants bad word of mouth--once it sees you're willing to go the distance and formally file a complaint, it'll be much more inclined to settle. If things don't go your way, keep in mind that your efforts won't go unnoticed. Your complaint will remain on file with the agencies you contacted, and will serve to warn others who check up on the company themselves.