Do you listen to complaints on social networking sites?

Perfect timing. I’ve just tweeted about an electrician who discriminated against us as a family with special needs/disabilities. I posted on my FB wall asking for a recommendation for a more open minded electrician and was given contact details for two, one of which is coming first thing tomorrow morning. Much better customer service. I have made complaints and compliments both direct and indirectly using social media and find it works very well in getting the issue resolved.

I would consider carefully dealing with any company or retailer where there were a large number of complaints via social media and other internet forums in the same way that I would if there were many good reports about them.

Many companies make it difficult to contact them on line via e-mail or direct messaging services preferring to put you off by offering premium rate telephone “support/customer service”! I have tackled many of these companies via facebook and twitter and so far have received beneficial responses and treatment. In such a public forum invariably these companies want to appear to be doing the right thing.

I really don’t understand Twitter and did not try to when I realised I could only post messages of 140 characters or less. After hearing how useful social media is for lodging complaints, I posted a complaint on the M&S page and waited to see what would happen. My complaint was not visible, just their posts to their adoring public. So nobody else could see my complaint, I presume. I received a reply the next day, but there was no sign of my tweet on the M&S page, only on my page. Is this the way it’s supposed to work?

I only use Facebook for personal contacts and entertainment and am not sure if I wish to add my complaints to this. I find phone contact is the best as you can respond to whatever is said straight away. Next I would add email but only if you can email the company direct. My M&S complaint started with an email form on their website, they replied to me by email but it was a ‘do not reply’ email address, I was supposed to go back to their web site email form, enter all my details again and reply to the proper email via this form. I got fed up with this after about 4 attempts as from my viewpoint there was no continuity. That is why I tried Twitter. Guess what, the reply referred me to thei website. I am going to Debenhams tomorrow and giving M&S a miss.

Hi all,

Thanks for your comments, it’s really interesting to see how others go about making complaints to companies.

You’ve made some great points about how emails are great for documenting your conversations – something I really agree with. The reason I tend to turn to social media first is because a lot of companies have a continual presence on social networks and are always sending out messages, whether that be promotional or responses. Therefore, if I send them a tweet and ten minutes later see they send a general message out about one of their new products, I feel pretty confident that someone will have read it as they’re active at that point in time – plus it’s the instant conversation that I’m after.

Where as with email, there’s no way for me to tell whether anyone’s read it, or the likelihood of them doing so anytime soon.

Have you had satisfactory responses when using email correspondence? Or do you find social media is better for an instant response?

I do not use social media websites and have no desire to. I wish companies would not assume everyone uses them and post information on them rather than on their websites.

I doubt if it matters that much how you complain. A company that wants to ignore you will do so however you do it. The main thing is to be firm but polite if you want a result.

It is always better to have a copy of a written letter whether it be by snail mail or email.

You also do not need social media to find out how good or bad a company is. A bad company will have plenty of comments on the internet.

I’ve started a complaint towards T-Mobile on Twitter regarding an admin charge that I don’t think is justified. It took them about 24 hours to respond, and that was just to ask me to follow and PM them. I did and PM’ed some personal information (phone number), but that’s now about 30 hours ago and I haven’t heard back from them again. It’s a slow process, but they don’t really offer any alternatives (especially not when you’re not a customer, and you would have to _pay_ for being on hold on their support line.

Some companies won’t do anything even if you complain on a forum. If you look at the BT broadband forum, it’s got a massive thread on emails being hacked. I don’t think there’s been an employee admitting it was down to poor security and offering compensation.

Exasperated by Samsung Mobile UK – Extremely poor customer service at ALL levels including CEO level. Complaint originally as a result of misconduct and multiple failings by Samsung UK Mobile initially. Has been going on since March 2013. Twitter Samsung UK Mobile have ignored my tweets/concern, they were not willing to assist. Have tweeted since to no avail. They appear to have no concern over bad publicity either.

Customer services useless, so escalated matter (with great difficulty as Samsung staff totally unhelpful) to Samsung Exec office. Received very poor service from them too. Disgusted in their excuses and total lack of duty of care to a customer. Have significant correspondence in writing/emails to confirm their ignorance and total lack of concern. They have ignored my comments and where I have asked for responses, they have continued to ignore and my concerns remain unanswered. Have contacted BBC Watchdog and I await their response. I am happy to forward all written correspondence to the media.,

Have made attempts to email Simon Stanford- Head of Mobile UK – also to no avail. Unfortunately the unprofessional Exec office tell me that they access Mr Standford’s inbox. Have left messages for his PA too – Katie Bennett – also no response received.

Have emailed Mr Andy Griffiths – Samsung UK VP – and his PA Annette Wheeler – no response either.

I have gone to the absolute top! to no avail. The original crux of the matter remains, that Samsung failed to report full faults with my new handset and it was returned faulty.

Not only is the crux of the matter an issue, more than that it is the appalling way that Samsung UK Mobile have dealt with this matter, failed to address my concerns, respond to my requests, or show any respect to a customer.

To bring closure to the matter I have requested that in recognition of their misconduct and ongoing failings, they supply me with a new Galaxy S2 (which is fair and reasonable due to the launch of the S4). They have refused and are suggesting a replacement only.

It’s a disgrace that all they seem to care about is promoting their products and have no regard whatsoever to a customer complaint that has arisen as a result of Samsung’s failings in the first place!