Why don't Brits cause a fuss?

Scully's_Girl

Since coming to this great country 3 years ago I have learned one thing. Ya'll don't really complain much if you've received shoddy service.
Being an American, I have absolutely no qualms about making a formal complaint if I have received bad customer service. My English husband is soon learning how to do this as well. I don't scream & rant like you might imagine an American might, but I respectfully rise through the ranks of a department, to provide necessary feedback for them to improve their service.
We had a complaint with WatchStation, & got 3 watches out of it (2 for my husband, one for me). I had a complaint with T-Mobile last week, & we got a £100 upgrade for my husband, & £35 credit for me.
This is your hard earned money, & the more you let them know when service has been rubbish the more they learn & the better off we all are.
I'd love to hear other ways that people in the board have escalated a legitimate complaint, how they did it, & how it benefited you ultimately.
Thanks!

Broken_hearted

I complain it just doesn't get me anywhere.

Slayerx

You haven't met me then in the last 2 years I have written 4 formal complaints and most were at least 3-5 pages long. I'm not the type of person who stands for bad customer services but I don't complain about every little problem with a company.

All were resolved and I was compensated for them, the company admitted to been at fault.

Scully's_Girl

Thats great Slayerx! My mother-in-law said its just not something people do. I dont know if she just meant that SHE does, but often I speak to people who just get very embarrassed. Luckily, its probably easy over the phone or by mail. I write a letter, headed COMPLAINT, & see how far I can take it. In restaurants its harder because people hear my accent & usually worry I'll cause a scene, just because I'm American. OFten its the fear of that that gets me compensation in person. I do the majority over the phone or via letter though, & that is when I am most successful.

Slayerx

I think some of stems from me working in customer service and knowing that companys can go out of there way if they really want to offer great service as I did because it made me happy and the customer happy.

It taught me how to deal with complaints and how to not get angry it doesnt get you anywhere when calling a company remain calm and just simply ask to speak to someone of authority who can resolve the matter and don't make silly demands for compensation let them make the offers.

Pigeongirl

Broken_hearted wrote:

I complain it just doesn't get me anywhere.

I think this is at the heart of the reason why people often don't complain - it just doesn't seem to bloody get anywhere. You just get to the point where you think 'Oh I can't be bothered.' At most you might get a standard 'Thanks for your complaint' letter but compensation?!!! Fat chance :mad:

dudleyboy

why do "Yanks" make such sweeping generalisations about "Brits"?

I'm polite, i'm curteous, i'm (fairly) well spoken, I say please and i say thank you.

but if i'm not happy about something then i certainly make it known to the person responsible and let them know that it's not acceptable. not having grown up in a compensation culture, tho, I'm happy to take a "sorry" as an apology and prepared to offer only a "thank you" as a tip.

I guess the British are just a lot more subtle and easy going than Americans. That's part of what makes our NATION so great.

Hawksmuir

I rarely complain, I am more inclined to take my business elsewhere.

Scully's_Girl

Hi Dudleyboy, I certainly didnt mean to generalize. I adore this country & wanted to live here my whole life. I only said it because most of my friends & family here, all British, say its just not the British way to try to seek compensation. But when I call the bank & get crumby service, I think its important to let them know. Everyone I speak to says they don't say anything because they're embarrassed. Thats all I mean.

paul10mm

Now this thread has made me laugh!! now i have been to the States a lot in the past and i have found the service to be poor some times i have always complained and always been satisfied with the sevice in the end!!!Now the myth that we dont complain that makes me laugh so much im a retail manager and i can assure you that You do complain!! and your not polite with it most of the time!!
In the states im a held in quite high esteemas a retail manager here im a muppet!
Why oh why do people assume the faulty/duff one you buy is our fault?we buy it from the maker and most of the time sell it straight to you!Sometimes there rubbish you dont want it nor do we the personal abuse you get on a daily basis can be quite astounding you would find hard to belive!
If you want to complain and get somewere its simple be firm polite check the facts make sure you know your rights, large companys will often ignore you at first just keep it up have a goal you want to get tostick to it, send all post recorded Get the name of the manager and Md send copys to both!!

SuiDreams

I complain in most cases depends on the situation. I've complained about Tesco Home Delivery Service and got no where. Whereas with Sainsbury's delivery usually get £10 back, plus anyover charges etc. Complained at the cinema about staff coming and talking before the film finnished and got 2 free tickets.