Complaining on social media
Discussion
Why does it work better then complaining to a real person?
Had a bit of a situation with a mobile phone provider, spoke to their customer services, escalated to a manager and despite asking them to apply a bit of common sense the manager refused to deal and referred me back to their shop where the problem originated.
Stuck a whingey post on their twitter account, they contacted me, explained the same stuff to their social media team and problem sorted.
If the first person had done it i wouldn't have complained in public.
Had a bit of a situation with a mobile phone provider, spoke to their customer services, escalated to a manager and despite asking them to apply a bit of common sense the manager refused to deal and referred me back to their shop where the problem originated.
Stuck a whingey post on their twitter account, they contacted me, explained the same stuff to their social media team and problem sorted.
If the first person had done it i wouldn't have complained in public.
I rarely have any cause to complain but have found it yields decent results, as does writing straight to the MD/CEO. That said, it makes you wonder what the point is in even having a call centre if they just fob people off but anyone who tweets OMG BUS WOZ 3 MINUTES LATE DIS MOURNING WURST SERVICE EVAR #DISGRACE #TRAUMATISING get a better response
Axionknight said:
Because that complaint is made in the public domain, per chance?
That's what I don't understand, on my public whinge I mentioned that their customer services refused to help (their CS manager said she could but wouldn't) so my public complaint should never have been a complaint at all. Well its obviously not the mobile phone company that used to sponsor McLaren you are talking about. I contacted them on their online service to ask where my new phone was, and was told it would arrive tomorrow it didn't.
I phoned them and spent 2 hours trying to get through and then being passed pillar to post before being cut off. By now I was annoyed and wanted to cancel. I wrote to them and got a text message back saying I could call them and cancel. Spent another 3 hours either trying to get through or getting passed from pillar to post before getting cut off. Contacted them on Twitter, they ignore public tweets, and took 3 days to respond to a DM.
Finally went to one of their shops who said I needed to call them, asked how long I was meant to try calling them for, but was getting nowhere. So left that shop but shortly afterwards walked past another one of their shops which was very busy. Went in and when a customer service guy explained in a very loud voice I wanted to cancel my contract. He said I had to call. I responded very loudly I had been trying to contact their call centre for over 5 hours and how long was I meant to try for. He said I still had to call. I said very loudly that their customer service was appalling, I had been a customer for 20 years have 5 accounts paying £165 a month and if this was how they treated customers I wanted to leave. He again told me I had to call. I again repeated loudly that I had tried for 5 hours. Needless to say by now everyone in the shop had stopped what they were doing and were watching.
They changed tactic and decided they could look at my contract to see what had happened. To give them their due they were able to see what had happened, and managed to sort it and get the cancellation team to call me. However its too late. The customer service was so appalling that as each of the 5 numbers comes up for renewal I will move it away.
Diabolical service from them.
I phoned them and spent 2 hours trying to get through and then being passed pillar to post before being cut off. By now I was annoyed and wanted to cancel. I wrote to them and got a text message back saying I could call them and cancel. Spent another 3 hours either trying to get through or getting passed from pillar to post before getting cut off. Contacted them on Twitter, they ignore public tweets, and took 3 days to respond to a DM.
Finally went to one of their shops who said I needed to call them, asked how long I was meant to try calling them for, but was getting nowhere. So left that shop but shortly afterwards walked past another one of their shops which was very busy. Went in and when a customer service guy explained in a very loud voice I wanted to cancel my contract. He said I had to call. I responded very loudly I had been trying to contact their call centre for over 5 hours and how long was I meant to try for. He said I still had to call. I said very loudly that their customer service was appalling, I had been a customer for 20 years have 5 accounts paying £165 a month and if this was how they treated customers I wanted to leave. He again told me I had to call. I again repeated loudly that I had tried for 5 hours. Needless to say by now everyone in the shop had stopped what they were doing and were watching.
They changed tactic and decided they could look at my contract to see what had happened. To give them their due they were able to see what had happened, and managed to sort it and get the cancellation team to call me. However its too late. The customer service was so appalling that as each of the 5 numbers comes up for renewal I will move it away.
Diabolical service from them.
^^^ Funny enough I had very similar situation with the bank which used to sponsor that F1 team as well, which also involved me stood in a shop complaining loudly, and then also involved me moving away to somewhere better.
Didnt quite understand how my passport is acceptable ID to every government in the world, but not acceptable to Santander to allow me access to my own money.
Didnt quite understand how my passport is acceptable ID to every government in the world, but not acceptable to Santander to allow me access to my own money.
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