1. We'll listen to you. (You can phone CX or we'll call back after you order online.)

We'll offer advice on strategy.

We'll promptly write your CX Complaint, giving them a 2-week deadline to fix your problem before we publish your complaint and their response.

We'll mail and maybe fax it to them.

2. If they don't quickly do what you want, CX will publish your complaint on the Web two weeks later -- or earlier if they respond sooner.

We'll mail them a more forceful letter, showing them the webpage with your complaint.

Google and the other search engines constantly visit CX.org and will copy your webpage. Each then adds your page to its index, so that people checking for complaints about the business can find it.

3. When the business responds (to you or CX), we'll publish their response.

If they phone, you can either talk to them directly or have CX advocate for you.

CX will reply to them, sending a letter showing them your webpage with their response and explaining why they should reconsider their inadequate response.

4. If they still haven't responded well, CX will mail them yet another, even stronger, letter (about three weeks later.)

You'll then know that you and CX have done all those things most likely to get them to fix your problem.

If they still don't fix it, it's time to move on with your life — knowing that CX will continue to warn consumers about them.

5. CX will send them a thank-you when you are happy with their response.

Whenever CX mails them, you'll get an email showing the letter. You'll also get a copy in the mail.