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The Consumerist has published a comprehensive guide to fighting back when you get screwed by a big company.

They recommend preparing your approach. Write down what went wrong and what you will accept as a solution. Educate yourself and select your approach. They have detailed descriptions of how to attack using complaint letters, executive email carpet bombs, fax campaigns and small claims court.

How To: The Ultimate Consumerist Guide To Fighting Back (Revised Edition): “The Ultimate Consumerist Guide To Fighting Back (Revised Edition)

Remember that you control the call. First of all, you should set the tone by politely but firmly stating that you don’t want to hear sales pitches. If you’re afraid of being rude, then explain that you’re on a cell phone and have to pay for extra minutes, or that you’re at work and have to make this call as short as possible. Give them a reason they can understand, and ask them to please just help you resolve your problem as quickly as possible. If you’re polite and friendly, the odds are better they will be too.

Then clearly and quickly explain your problem, and keep on topic and unemotional. (This is where your notes can really help you if you have trouble either being too meek or too confrontational.)

Think of the call this way: you are testing the CSR, and if he or she fails you, this round has ended and you don’t need to waste any more time with him or her. In other words, if the CSR tries to upsell you even after your introduction, FAIL, move to the next round. If the CSR gets uppity with you, FAIL, next round. Don’t waste any time trying to calm or reason with the CSR or get him or her to see your point of view.

If you have to take your issue past rounds 1 & 2 and start hitting the executive level, then the section below will help you find the necessary contact info.

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(Via the Consumerist .)