Your Rights On Air

A live radio broadcast from Seattle about consumer rights, formal complaints, and unexpected outcomes.

Your Rights On Air

True or false?

Amy called the radio show to discuss problems with outdoor camping gear.

• True
• False

Peak Outfitters offered Amy a full refund immediately.

• True
• False

Jeff advised Amy to put her complaint in writing and escalate it.

• True
• False

Lily's complaint letter was so well written that the company framed it for staff training.

• True
• False

Lily called the show to complain about a delayed flight to Boston.

• True
• False

Listen again and complete the sentences

• Amy: Definitely. We had to rent alternative equipment locally, which left us totally out of pocket. When I contacted their customer service, I experienced absolute refusal of a refund. They just offered a tiny ____ of a five-dollar coupon. It's ridiculous!
• Jeff: That's a classic case of bad service. You have every right to seek compensation and escalate a complaint to higher management. Don't let them walk away from their responsibilities under consumer rights laws. Make sure you put everything in writing and quote your ____ .
• Amy: Thanks, Jeff. I'll definitely ____ a proper letter tonight using a polite but firm tone.
• Lily: Hello Jeff, hello Amy. Yes, I had a terrible experience with a home renovation company last autumn. They delivered ____ and caused endless inconvenience to my family. I was so angry that I spent hours drafting a very detailed letter of dissatisfaction.
• Lily: Not at all! They gave me a ____ within twenty-four hours. But the funny part is this: my husband visited their head office last week to discuss another matter, and the manager showed him my actual letter framed on the wall in their staff training room.

Sources: photo by Pixabay on Pexels