Do we complain enough?

[Candellara]

Can't help but think that the general UK psyche is not to complain when we receive bad service or the product we buy is poor?

I've changed tack with this over the last few years, and should I feel that service is poor or product is substandard - I now complain and follow it through rather than just accepting it and voting with my feet.

What do you do? and has complaining made you a total brand advocate if the issue has been resolved really well?

Two notable experiences recently include a pair of ON running trainers that developed a tear after 6 months. Contacted ON, sent photo's and they duly despatched a brand new pair. I've purchased more trainers from them and would thoroughly recommend them as a company to spend with.

Second is Franke taps. Noticed that a tap had developed some corrosion after a few months. Called them, sent pictures and they sent a brand new tap. I we purchase new taps now, Franke will always get first look. Great customer service

Edited by Candellara on Tuesday 10th March 19:12

Edited by Candellara on Tuesday 10th March 19:26

[alorotom]

I never used to complain.

I bought a new house coming up for 2yrs ago and the snagging has been endless and I now find myself complaining for lots of substandard purchases etc...

I don’t think it’s a bad thing, just a shame it needed a catalyst to start.

The flip side of this is I also (where time and memory allows) contact sellers/businesses etc... where great service/products/etc have been received.

[s2sol]

I'd like to complain about your post. It has a common spelling mistake in it. You've changed tack, not changed tact. Could you provide a post that makes me less unhappy free of charge?

[Candellara]

s2sol said:

I'd like to complain about your post. It has a common spelling mistake in it. You've changed tack, not changed tact. Could you provide a post that makes me less unhappy free of charge?

Rectified immediately for you. Please shop with us again and I apologise for any upset or inconvenience :-)

[s2sol]

Excellent service. I'd be very happy to be a customer of yours in the future.

[Candellara]

alorotom said:

The flip side of this is I also (where time and memory allows) contact sellers/businesses etc... where great service/products/etc have been received.

I agree and by and large, I complain only if the service or product is poor - which is generally a small amount of incidences. Restaurants in particular, I sometimes don't leave any tip or indeed ask them to remove the service charge if it's poor. If the service and food is great, i'll often leave a larger tip and give them a glowing online review

[TwyRob]

Candellara said:

Second is Franke taps. Noticed that a tap had developed some corrosion after a few months. Called them, sent pictures and they sent a brand new tap. I we purchase new taps now, Franke will always get first look. Great customer service

I have recently developed a hatred of Franke taps. Ours corroded and had other issues but were present when we bought the house so we didn't have proof of purchase etc. I was able to repair the bathroom after the aerator broke on the inside by eventually finding a new aerator that the insides could be transferred over from. The original part being NLA.

In the kitchen we had to buy a new tap. We replaced like for like and within 6 months it developed a drip. Reading online I discovered that it's a design flaw so after they send a replacement part it will just do it again. To top it off the hot ceramic gland/valve part fell out of the tap one morning due to threads spontaneously stripping. This prompted a frantic search for a screwdriver to isolate the hot water!

I did not complain due to the widely reported ongoing hassle I would end up with and bought a new tap from another manufacturer with a 10 year guarantee. I don't think complaining would have been much use this time.

However, I often complain when it will do some good and the results are often good. We should do it more generally.

[Spare tyre]

TwyRob said:

Candellara said:

Second is Franke taps. Noticed that a tap had developed some corrosion after a few months. Called them, sent pictures and they sent a brand new tap. I we purchase new taps now, Franke will always get first look. Great customer service

I have recently developed a hatred of Franke taps. Ours corroded and had other issues but were present when we bought the house so we didn't have proof of purchase etc. I was able to repair the bathroom after the aerator broke on the inside by eventually finding a new aerator that the insides could be transferred over from. The original part being NLA.

In the kitchen we had to buy a new tap. We replaced like for like and within 6 months it developed a drip. Reading online I discovered that it's a design flaw so after they send a replacement part it will just do it again. To top it off the hot ceramic gland/valve part fell out of the tap one morning due to threads spontaneously stripping. This prompted a frantic search for a screwdriver to isolate the hot water!

I did not complain due to the widely reported ongoing hassle I would end up with and bought a new tap from another manufacturer with a 10 year guarantee. I don't think complaining would have been much use this time.

However, I often complain when it will do some good and the results are often good. We should do it more generally.

I now only use ikea taps, excellent, reasonable price, long warranty, easy easy to return

[Alucidnation]

A few years ago we had a very expensive Bristan mixer bar shower and for one reason or another the flow cartridge refused to operate. As it was out of warranty I thought fk it, I’ll buy a temp and flow cartridge and change them both.

Ordered said products and when it arrived I duly set about trying to undo them.

No matter how much grip and huffing and puffing they would not budge.

Was on the verge of just replacing the whole thing but thought I would call Bristan for their advice and make sure it wasn’t anything daft like a left hand thread before I bought a new one.

Explained the situation and the very nice lady booked an engineer Foc to come out and do the job 48 hrs later.

Now, all of our bathrooms have Bristan taps etc.

[markcoznottz]

TwyRob said:

Candellara said:

Second is Franke taps. Noticed that a tap had developed some corrosion after a few months. Called them, sent pictures and they sent a brand new tap. I we purchase new taps now, Franke will always get first look. Great customer service

I have recently developed a hatred of Franke taps. Ours corroded and had other issues but were present when we bought the house so we didn't have proof of purchase etc. I was able to repair the bathroom after the aerator broke on the inside by eventually finding a new aerator that the insides could be transferred over from. The original part being NLA.

In the kitchen we had to buy a new tap. We replaced like for like and within 6 months it developed a drip. Reading online I discovered that it's a design flaw so after they send a replacement part it will just do it again. To top it off the hot ceramic gland/valve part fell out of the tap one morning due to threads spontaneously stripping. This prompted a frantic search for a screwdriver to isolate the hot water!

I did not complain due to the widely reported ongoing hassle I would end up with and bought a new tap from another manufacturer with a 10 year guarantee. I don't think complaining would have been much use this time.

However, I often complain when it will do some good and the results are often good. We should do it more generally.

Is it one of those brands that's managed to convince people its premium when it isn't?. I'm not convinced they are any better than Cooke and Lewis taps.

[InitialDave]

He who dares, whinge!

[davhill]

Alucidnation said:

A few years ago we had a very expensive Bristan mixer bar shower and for one reason or another the flow cartridge refused to operate. As it was out of warranty I thought fk it, I’ll buy a temp and flow cartridge and change them both.

Ordered said products and when it arrived I duly set about trying to undo them.

No matter how much grip and huffing and puffing they would not budge.

Was on the verge of just replacing the whole thing but thought I would call Bristan for their advice and make sure it wasn’t anything daft like a left hand thread before I bought a new one.

Explained the situation and the very nice lady booked an engineer Foc to come out and do the job 48 hrs later.

Now, all of our bathrooms have Bristan taps etc.

All of our bathrooms? get you. Least convincing modest notification ever about having at least three ablutions facilities.

[SCEtoAUX]

Have you ever managed a golf club son?

[StevieBee]

I've found that one of the benefits of getting older is an emboldened approach to robustly highlighting service or product deficiencies. On the whole, I have tended to be impressed with responses I get.

[xjay1337]

Candellara said:

Can't help but think that the general UK psyche is not to complain when we receive bad service or the product we buy is poor?

I've changed tack with this over the last few years, and should I feel that service is poor or product is substandard - I now complain and follow it through rather than just accepting it and voting with my feet.

What do you do? and has complaining made you a total brand advocate if the issue has been resolved really well?

Two notable experiences recently include a pair of ON running trainers that developed a tear after 6 months. Contacted ON, sent photo's and they duly despatched a brand new pair. I've purchased more trainers from them and would thoroughly recommend them as a company to spend with.

Second is Franke taps. Noticed that a tap had developed some corrosion after a few months. Called them, sent pictures and they sent a brand new tap. I we purchase new taps now, Franke will always get first look. Great customer service

Edited by Candellara on Tuesday 10th March 19:12

Edited by Candellara on Tuesday 10th March 19:26

If anything I think people complain too much!

Certainly, they have a habit of not saying anything to your face ,but they will write a really harsh review online without even contacting the company via telephone or Email , if they are too pussy to do it to the face of the establishment.

I do also think that not enough people write positive things online, if Google prompts me for a review and I'm happy with the place I will leave a review. If I'm not overly happy, but can't be bothered to complain , I'll just ignore it.

[Alucidnation]

davhill said:

Alucidnation said:

A few years ago we had a very expensive Bristan mixer bar shower and for one reason or another the flow cartridge refused to operate. As it was out of warranty I thought fk it, I’ll buy a temp and flow cartridge and change them both.

Ordered said products and when it arrived I duly set about trying to undo them.

No matter how much grip and huffing and puffing they would not budge.

Was on the verge of just replacing the whole thing but thought I would call Bristan for their advice and make sure it wasn’t anything daft like a left hand thread before I bought a new one.

Explained the situation and the very nice lady booked an engineer Foc to come out and do the job 48 hrs later.

Now, all of our bathrooms have Bristan taps etc.

All of our bathrooms? get you. Least convincing modest notification ever about having at least three ablutions facilities.

2 x En-suite, main bathroom, and downstairs WC.

[Sheepshanks]

Alucidnation said:

Explained the situation and the very nice lady booked an engineer Foc to come out and do the job 48 hrs later.

I know you said it was expensive but I very much doubt the person who turned up was an engineer.

[Alucidnation]

Sheepshanks said:

Alucidnation said:

Explained the situation and the very nice lady booked an engineer Foc to come out and do the job 48 hrs later.

I know you said it was expensive but I very much doubt the person who turned up was an engineer.

I couldn't give a flying fk what he was called.

HTH.

[C0ffin D0dger]

Sheepshanks said:

Alucidnation said:

Explained the situation and the very nice lady booked an engineer Foc to come out and do the job 48 hrs later.

I know you said it was expensive but I very much doubt the person who turned up was an engineer.

That's the problem though it's not a protected title therefore anyone can call themselves one and believe they are one (or what ever form they believe that to be). As a real engineer I do find it as shame that the title is used by all and sundry but there's nowt that can be done. Architects have got it sorted.

[toon10]

I complain if the service is bad. If I'm not 100% happy but it was OK then I'd not say anything. On the flip side, I've also asked to see the manager on occasions where I've received exceptional service. I actually think us Brits often complain but don't give positive feedback when it's due.

It's nice to go to someone's manager and say hey that person went above and beyond, here's an example, etc. The hope is people with a great attitude and demonstrate that they are good at their job might get a better review/reward if they get good feedback.