[.ca] Shocked, Appalled, and Dismayed!: How to Write Letters ... (ISBN 0375701206)

From Amazon.com:
Rarely does a day go by when most of us do not have to deal with surly salespeople, cheaply made products, or vast and indifferent bureaucracies. Most of us endure this with a stoicism worthy of Seneca himself. After all, what's the use of complaining? It all seems to fall on deaf ears, anyway. But the world needn't be like this, according to Ellen Phillips, consumer consultant and founder of Ellen's Poison Pen, Inc. Since 1988, Phillips has been helping frustrated consumers to get refunds and apologies from everyone from the corner druggist to massive insurance agencies. In her book, Shocked, Appalled, and Dismayed!, Phillips shares the secrets of writing letters of complaint that get results. The first few chapters cover the general dos and don'ts of writing effective letters of complaint (remain calm, use polite language), along with useful advice from legal experts (don't embellish, stick to the facts). The chapters that follow target specific problems we all face at some time in our lives, ranging from getting bumped from a flight to the secrets of successfully dealing with your HMO. Each chapter contains bullet points, illustrative anecdotes, and a number of example letters, most of which were based on actual letters sent on behalf of Phillips's clients. On top of all this, Phillips also provides an appendix listing the names and addresses of over 600 major companies, government agencies, and consumer organizations. Phillips believes that we should get what we pay for, and after reading her book, you'll be able to stand up for your rights with confidence.

Xcellent:
You may only need this book on occassion, but when you do you will be very glad you have it. It proved indespensible for me recently!

Thanks for my new vacation!:
I'm glad I went back and read Shocked, Appalled, and Dismayed. Planning for a long-awaited Caribbean vacation turned into a nightmare when sickness prevented us from making the trip. The airline refused to help, citing its new rule. Well, Phillips's advice helped me to do the trick. My husband and I fly out to Nassau for Christmas. Can't wait for the new book's publication this year.

Je Compain!!:
I am a keen and persistent complainer. I do not apologise for this trait. Complaining affords me a libidinal satisfaction. Most gratifying is when one's letters of disaffection appear in public so that others can appreciate one's polemical brio. This book recognises that there is a veritable art to complaint, that complaint has its own poetry, its singular joys. Moreover, this book will make your tirades and protestations all the more effective, all the more caustic and galling. I have attained much through the techniques outlined in this volume: refunds on defective products, statements retracted, apologies proferred and even defamatory articles removed. But, more than this, I have enjoyed the exercising of my democratic right without which I would feel unfree and powerless.

Every Amazon.com customer needs to get this book!:
Anyone who has made enough transactions with Amazon.com can tell you, Amazon.com has its share of foul-ups. And when mistakes (that are bound to happen from time-to-time) do happen, the biggest errors occur in their customer service department. For me, I know that I have written e-mail after e-mail complaining about RUDE, ERRONEOUS and downright FRAUDULENT communication emanating from the unskilled and unsupervised excuse for a customer service department only to have other unskilled, unsupervised hacks respond. I kept explaining that I was not seeking compensation, I was trying to complain about Amazon.com's customer service, but Amazon.com either doesn't care or doesn't have a mechanism to care. My e-mails which always started, please forward this to so-and-so's supervisor never were. I can't wait for the follow-up to this book. "How To Write Letters Of Complaint to OUTSOURCED INDIANS WHO DON'T UNDERSTAND HOW THE AMERICAN CONSUMER WANTS TO BE TREATED!!"

Common sense information:
This book is great if you have no idea how to write a complaint letter. However, most of us have common sense, and know how to express that we are "shocked, appalled, and dismayed"! Also, this book discourages the use of certain words and phrases for no other reason than that the author doesn't like them, or thinks they are overused. This book does provide some useful information on how to contact people you may want to send a complaint letter to, but this information can easily be found on the web (for free).