CONSUMERS ARE TOLD HOW TO WRITE LETTERS THAT WILL ACTUALLY BRING RESULTS, WHAT TO DO IF THEY FAIL, HOW TO HANDLE SEEMINGLY TOUGH COMPLAINT CLERKS, AND HOW TO AVOID SIMILAR PROBLEMS IN THE FUTURE. OVERALL, CONSUMERS SHOULD KNOW THEIR MERCHANTS, READ THE FINE PRINT, PAY BY CHECK, KNOW THEIR RIGHTS, AND NEVER BUY ON IMPULSE. SAMPLE LETTERS AND CASE HISTORIES OFFER CLEVER METHODS OF OUTWITTING COMPUTERS, REACHING ELUSIVE FIRMS, ENLISTING THE AID OF GOVERNMENT DEPARTMENTS, AND EVEN FIGHTING CITY HALL ITSELF. THE DIRECTORY LISTS CONSUMER PROTECTION AGENCIES, BETTER BUSINESS BUREAUS, FEDERAL AGENCIES, TRADE ASSOCIATIONS, SMALL CLAIMS COURTS, MAJOR CORPORATIONS, INDUSTRY CONTROL AGENCIES, MEDIA AND ACTION LINES, AND COMMUNITY SERVICE ORGANIZATIONS. THE DIRECTORY ALSO SUGGESTS TECHNIQUES FOR SOLVING CONSUMER COMPLAINTS THAT FOCUS ON COMMON PROBLEMS RELATING TO AUTOMOBILE REPAIR; CREDIT, BILLING, AND DEBT COLLECTION; BANKS; DELIVERY; DOOR-TO-DOOR SALES; FUNERAL PARLORS; HEALTH CLUBS; HOME IMPROVEMENT; LANDLORDS AND TENANTS; LAWYERS; MEDICAL SERVICES; TRAVEL; AND UNFAIR AND DECEPTIVE TRADE PRACTICES. (WJR)