By letter, phone or tweet – what’s the best way to complain?

If I have something really worth complaining about – which is very rarely – I prefer to send a polite letter so that it is on record and receives serious attention. The sort of companies I do business with tend not to let me down in the first place and tend to respond properly to a written approach. I don’t have any time for embarrassing companies or broadcasting my whinges [Which? Conversation doesn’t count!].

I wonder whether companies will continue to give priority to reacting to tweets and social media comments; anecdotal evidence suggests it is the better way to get speedy redress. In some ways its not good policy for firms to expose publicly the number of complaints they get even if they think that demonstrating their goodwill in resolving them is good for their image – I wouldn’t deal with a company that had a history of resolved complaints but never fixed the product.

My complaint via Twitter and email last week fell on deaf ears – it was only once I was able to speak to somebody on the phone (on a premium rate number, of course!) that my complaint was addressed.

I think – as you mention in the convo – as a general rule I would turn to social media to cause the company embarrassment rather than with expectations of better and more immediate customer service.

When I (rarely) have to complain it is politely by email, and it usually produces results.
I don’t like the idea of going public by Twitter or Facebook – the complainant may not be in the right (even if they think they are) and to vent their view to a wide audience without going through a “private” process with the company involved first is unfair. If there is a clear and blatant failure with a refusal to correct it by a vendor, then perhaps more drastic action may be warranted.

It’s quite wrong to charge a premium rate to complain…. the wrong done shd be
capable of a speedy remedy or satisfactory resolution. (Probably before mobile phone days),
a projected free drinks event or demonstration at a supermarket was cancelled w/out explanation.
On phoning to enquire, profuse apologies were offered AND the Manager insisted
on ‘drinks on the house’ that was delivered at an agreed time and date at my home
: a whole crate of beer the type they were trying earlier to promote.

I wasn’t really expecting that much…. come to think of it wd be lucky to get a voucher
or two at best nowadays as to any repeat of unforeseen circumstances or events.

The idea that all Tweets are legitimate complaints is quite an interesting one. There is plenty of evidence of review sites where spite, rightly denied claims, and black propaganda is used to denigrate a business. Of course there are also organisations prepared to say wonderful things about your company, your YouTube video, your product, for not much money.

I won rasising disability issue on First Great Western regarding taking my fully assembled pavement scooter after I had spent days unsuccessfully with their Customer Services. It was taken up by someone in charge & resolved unlike National Express Coaches .Call centres have noone to address discretion even the Leaders are on remits.As for Complaints Procedure it is not investigated fairly because those on remits have a bias. Even the regulatory authorities have the same structure.

An ombudsman has NO finality in its findings as all
the staff they employ-adjudicating- are not qualified lawyers
at all…. if an issue serious enough falls to be determined
or looked into by a third party, probably wd invite their own MD/chief
executive OR a suitable senior staff to take a second look failing
which it is the Courts every time for recourse, where,
subject to appeal, its decision is final, binding and absolute.

Twitter or Facebook has slight persuasive effect at best
if at all, has no intention of using that.

I’ve contacted a few companies by twitter but as my account is protected ( yes I am a very private person ) I tend to get ignored all the time. I guess I should create a public account to contact companies, that might make them respond. Simple things like when is TV progam xyz going to be aired, so not even a complaint

Facebook I use either direct message or post on their wall, and I’ve managed to get responses on both methods except from Royal Fail. Although the reason I contacted them did change within a day of contacting them so I guess they did read it, action it, but just not bothered to say thank you. Tesco on the other hand are very good at responding to comments/suggetions via facebok. Their CEO on the other hand not so good at actioning comments via email.

Publicly shaming a company seems to be a bit excessive, but sadly its all they seem to care about. Anything that might put potential customers off using their services/goods.