Tips on Resolving a Consumer Dispute
by: Law Access New Mexico
TIPS ON RESOLVING A CONSUMER DISPUTE
(Versíon en Español atras)
What should I do if I have a complaint against a business?
You should inform the business about the problem you have with their product or service as soon as possible. Be specific and focus on your problem. Be polite, patient, and keep your tone of voice calm and pleasant.
Gather any documents, receipts, and guarantee or warranty information before you call. If you cannot bring in the product, or if you are complaining about a service, describe what was promised and what was received, and take a picture of the product, if possible. It is also helpful to know who sold you the product (or who performed the service) and the date the transaction (or service) took place.
Before you begin to negotiate, determine what needs to be done to resolve your problem. Be open to the business' suggestions. It may offer an acceptable, new solution.
Do not demand to speak with the manager immediately. Instead, see if the first person with whom you made contact can help you. If this person cannot resolve your complaint, then ask to speak with a manager. If the business with whom you are dealing has a customer service desk, begin there.
Inform the business representative what your needs are and have him/her offer suggestions. Work with each other to find a solution that fits your needs. If the business representative is unable to help you, remain calm and ask to speak with someone who can help you.
Finally, if you are unable to resolve your problem, file a formal complaint with the Attorney General's Consumer Protection Division at 1-800-678-1508 statewide, or (505) 827-6060 in Santa Fe.
Disclaimer: Law Access New Mexico (LANM) does not warrant the accuracy or usability of any publication or form. The materials provide general information. This information is not intended as a substitute for specific legal advice. Law Access New Mexico grants permission for copying and distribution by the Access to Justice Network and to organizations for non-commercial purposes only. Copyright Law Access New Mexico.
SUGERENCIAS PARA RESOLVER UNA DISPUTA
Declinación de responsabilidad: Esta información no se ofrece como asesoría legal, ni para sustituir la asesoría de un abogado privado contratado por usted. Esta información tampoco se diseñó para abarcar todos los aspectos de una situación, ya que todos los casos, quejas y querellas son diferentes. Por favor use esta información solo como guía para conocer las opciones que tiene una persona cuando necesita resolver una disputa.
1. Avísele inmediatamente a la empresa o negocio sobre el problema que tiene con el producto o servicio. Sea específico y limítese a hablar sobre el problema que tiene. 2. Compórtese con cortesía, paciencia, y mantenga el tono de su voz calmado y amable. 3. Antes de hacer la llamada, asegúrese de tener a mano cualquier documento, recibo, e información sobre la garantía del producto o servicio. Si no posible llevar el producto o si está quejándose por correo, asegúrese de incluir la marca, modelo, número de serie y cualquier otra información que ayude con la identificación del producto. Si la queja es sobre un servicio, describa lo que fue prometido y lo que recibió. Saque fotos si es posible. También ayuda si usted sabe quien le vendió el producto o hizo el servicio, y la fecha en que ocurrió la transacción. 4. Antes de empezar con la negociación, piense en lo que se necesita para que el problema se resuelva. Mantenga una actitud abierta frente a las sugerencias de la empresa o negocio; tal vez le propongan una solución novedosa y aceptable. 5. No exija hablar con el gerente inmediatamente. Verifique si la persona con quien está hablando puede ayudarle. Si no puede, entonces pida hablar con el gerente. Si la empresa tiene un departamento de servicio al cliente, empiece por ahí. 6. Si el empleado que le atiende no puede ayudarle, mantenga la calma y pida hablar con alguien que si pueda. 7. Repita lo que necesita de la empresa al próximo empleado con quien le toque hablar, y pídale sugerencias de soluciones para su problema. Juntos colaboren para encontrar una solución aceptable para usted.
Si después de hacer todo esto aún no se resuelve su problema, por favor registre una queja formal con la división de protección al consumidor de la oficina del Fiscal general al 800-678-1508 para todo el Estado, o al 505- 827-6060 para Santa Fe.
Disclaimer: LANM no garantiza la exactitud o la utilidad de cualquier publicación o formulario. Si se trata de un problema o una circunstancia legal especifica debe buscarse asesoría legal individualizada. Los materiales ofrecen información general sobre sus derechos y responsabilidades. Esta información no fue diseñada para sustituir una asesoría legal específica. Law Access New México otorga permiso para la reproducción y distribución sin fines comerciales a organizaciones y a la Red de Acceso a la Justicia.
Last Reviewed On: 03/24/05
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