Get What You Pay for or Don't Pay at All

The fundamental right of all consumers is satisfaction. Yet most consumers fail to let businesses know of their dissatisfaction with a product or service. They would rather replace the defective item and complain to friends than exercise their consumer rights. Get What You Pay For or Don't Pay at All is the definitive resource manual for effective consumer action. It includes winning strategies and psychological principles for complaints that can lead to a satisfactory on-the-spot resolution. This book offers step-by-step procedures for each of more than 35 specific grievances -- from airlines to the workplace -- in person, by telephone and by mail. It includes effective sample letters; instructive case histories; addresses for manufacturers, corporate headquarters, consumer help organizations, regulatory agencies, professional associations; and toll-free numbers. A special section covers consumer rights under the American Disabilities Act. Get What You Pay For provides the power tools you need to help you successfully stand up for your rights as a consumer.

Donna McCrohan, best known for her books on media subjects, considers herself a "fellow traveler on the bumpy road of consumer rights." Here she shares the tips and secrets that have worked for her. She is very active with Pilot International, a worldwide community-service organization for business and professional leaders.