Shocked, Appalled, and Dismayed!By: Ellen Phillips How to get the best of shoddy shops, crooked car dealerships, and heartless HMOs without having to hire an attorney. The Miss Manners of the consumer kvetch shows readers how to go postal, with complaint letters designed to melt the heart and sting the conscience of the most obdurate, negligent, or customer hostile corporations. Drawing on her experience as a pen for hire for irate consumers and on the advice of clients, attorneys,