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Complaints Sites

A

awakevaulting

New member
Hi, are customer complaints or customer comments sites real? My family and I recently had a bad experience with an airline and I am thinking of writing feedback. I already went to the airline website and they only provide an email address for feedback. I didn't even receive a confirmation - I sent the email a week ago. I would like to post feedback somewhere where the leaders / bosses of the company will actually be able to see it. :neutral:
 
You could post it on their site but rarely will you hear anything back from them.

I find it best to call them if you can get compensated (which is unlikely with an airline). If I got a bad box of cereal or a can of paint that won't spray, they'll normally send a coupon for a replacement.

For travel, I'd consider independent sites that accept feedback. I think tripadvisor.com is a big one.
 
A few years back I wanted to write a letter to Ford complaining about service at one of their local dealerships. After looking around on the internet, I found a mailing address and an 800 number. I called the 800 number and the lady said she would be glad to take down my complaint. I asked what would happen to it. After a lot of haggling back and forth, eventually she said she does not work for Ford but for a company Ford has contracted with to handle complaints. At the end of each month, the company summarizes the info and gives it to Ford. Their report would be something like this: this month we received 1000 complaints. X were problems with transmissions; Y were about tires on F150's; Z had to do with paint problems; etc. The company also produced graphs to show whether problems were trending up or down.

So Ford never sees the real complaint, nor do they get anything other than a high level summary. This kinda made me sick. I ended up sending the letter but my heart was not in it because I knew no one at Ford would ever know they lost a customer.

I suspect many other large companies handle complaints in a similar manner.

Bob
 
SShepherd said:
go post to their facebook page. That seems to be the only thing you get a reply to these days
Click to expand...

I did not think of that, but yes, I will go look for the FB page of the airline.

Anyway, I am sure that some of you have experienced this and I just want to share.

We booked a flight to CA. Upon check in, we were told that the flight is full and we cannot be seated together. I had my parents with me, so it was ok, but my sister had her 2 year old daughter. I asked how a 2 year old can be expected to sit away from her parents and the ground attendant told us that we should have arrived at the airport earlier, so we could get better seats. We were at the airport 1 1/2 hours before our flight! When I pointed this out to the attendant, a supervisor or some sort joined our conversation and asked the attendant to attend to another customer. Then, the supervisor mentioned to me that if I am rude to a flight attendant, they can "refuse carriage" to me.

What the f***!!!

Anyway, just wanted to share that. I found some comments on youtube about a hair treatment clinic. I am thinking that youtube may be as good a way to bring this feedback to the airline - similar to FB. What do you think?
 
rlk said:
A few years back I wanted to write a letter to Ford complaining about service at one of their local dealerships. After looking around on the internet, I found a mailing address and an 800 number. I called the 800 number and the lady said she would be glad to take down my complaint. I asked what would happen to it. After a lot of haggling back and forth, eventually she said she does not work for Ford but for a company Ford has contracted with to handle complaints. At the end of each month, the company summarizes the info and gives it to Ford. Their report would be something like this: this month we received 1000 complaints. X were problems with transmissions; Y were about tires on F150's; Z had to do with paint problems; etc. The company also produced graphs to show whether problems were trending up or down.

So Ford never sees the real complaint, nor do they get anything other than a high level summary. This kinda made me sick. I ended up sending the letter but my heart was not in it because I knew no one at Ford would ever know they lost a customer.

I suspect many other large companies handle complaints in a similar manner.

Bob
Click to expand...

I sent an email, but did not even receive an acknowledgement :(
 
SShepherd said:
go post to their facebook page. That seems to be the only thing you get a reply to these days
Click to expand...
I went to the Levi's blue jeans page, complained that my jeans got tight this holiday season.

They didn't seem to think it was their fault :hammer:
 
I have read where sending your letter directly to an individual at a company will at least insure it is opened withing the company. Letters should be addressed to an individual and not "Complaint Department." Find out who is in charge of whatever it is you're not pleased with, and direct your letter to the department head.

For public companies you can go to their online Annual Report to see who is in charge of what. For Ford Motor,I found this...

Executive Officer Group

William Clay Ford, Jr.

Executive Chairman and
Chairman of the Board

Alan R. Mulally
President and Chief Executive Officer

Mark Fields
Chief Operating Officer

James D. Farley, Jr.
Executive Vice President, Global
Marketing, Sales and Service and Lincoln

John Fleming
Executive Vice President, Global
Manufacturing and Labor Affairs

Joseph R. Hinrichs
Executive Vice President and
President, The Americas

Stephen T. Odell
Executive Vice President and
President, Europe, Middle East and Africa

Robert L. Shanks
Executive Vice President and
Chief Financial Officer

Raymond F. Day
Group Vice President, Communications

Felicia J. Fields
Group Vice President, Human Resources
and Corporate Services

Bennie W. Fowler
Group Vice President,
Quality and New Model Launch

David G. Leitch
Group Vice President and
General Counsel

Raj Nair
Group Vice President,
Global Product Development

Ziad S. Ojakli
Group Vice President,
Government and Community Relations

Stuart J. Rowley
Vice President and Controller

David L. Schoch
Group Vice President and
President, Asia Pacific

Bernard B. Silverstone
Group Vice President,
Chairman and Chief Executive Officer,
Ford Motor Credit Company

Nicholas J. Smither
Group Vice President and
Chief Information Officer

Hau Thai-Tang
Group Vice President, Global Purchasing
 
These C suite guys read very little mail. They have secretaries opening and sorting mail.
Probably the same ones that taste the food first.
 
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