Complaints via Twitter

SailorSam

I've just been watching Paul Lewis on Bbc Breakfast. He was saying that if you want to complain about a company or service that you're getting you should use Twitter. You may get it sorted much quicker than writing; emailing; or even if you phone.

New way to complain:


The programme hears how much more effective complaining to customer services via twitter - rather than by email or telephone - can be. Paul Lewis interviews David Schneider, twitter obsessive and social media consultant with That Lot; and Jo Causon, CEO of the Institute of Customer Services.
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Producer: Ruth Alexander.  Show less

The programme hears how much more effective complaining to customer services via twitter - rather than by email or telephone - can be. Paul Lewis interviews David Schneider, twitter obsessive and social media consultant with That Lot; and Jo Causon, CEO of the Institute of Customer Services.


Listeb to Radio 4 at lunch time for the full story.

KxMx

Sometimes it works and sometimes it doesn't- but very handy when it does.

All one parcel company do for example is regurgitate information already available (ie the tracking) and say "woo-hoo" and "yay".

Others are more helpful!

kazzah60

I can vouch for this !
I volunteer for a National Registered Charity- we were nominated to be the recipient of some fundraising in a local branch of a national Supermarket- shoppers were give a counter and were invited to put it into the tub for one of three local charities.
All went well and we were asked to collect a cheque for £25 our share in September last year.
In October the cheque bounced - and on being re-presented bounced again and was sent back to me.
I TRIED to contact the local branch of the store- but could never manage to catch the community staff member in charge
anyway to cut a very LONG and boring story shorter - despite contacting the branch, calling in at the branch, speaking to the branch manager, contacting head office In Leeds ( THREE TIMES) the replacement cheque for £25 never materialised.
I mentioned it to our volunteer who deals with our charity's tweets and she tweeted how the store should be ashamed of it self - a massive rival to them responded to the tweet ( they thought every little counted!!!) and within 7 minutes of the tweet mentioning the supermarket by name - we have received a Direct Message from the company and this was swiftly followed by a replacement cheque for £100 - so i had chased them from October until March and one tweet was all it took to elicit an IMMEDIATE response and a better outcome for our charity - give it a whirl - you have nothing to lose

Helix

KxMx wrote: »

Sometimes it works and sometimes it doesn't- but very handy when it does.

All one parcel company do for example is regurgitate information already available (ie the tracking) and say "woo-hoo" and "yay".

Others are more helpful!

Yodel? By any chance. They are useless on Twitter, they don't really do anything when they fail to deliver other than check the tracking and say it will be delivered tomorrow and then they pester you to post something about how great their customer service has been.

They have got completely the wrong tone for Twitter, they think they get it by calling themselves LADs but they don't seem to realise they are a complete joke.

kimberleyanddarren

Argos don't care at all, they were even snarky with me on twitter

MothballsWallet

I've found Twitter to be helpful for getting assistance from companies before, such as: Swiss Air, Orange, British Gas.

There may be some others that I've forgotten.

FOREVER21

Signed up to Marks &Spencer Energy last Sept.via Quidco as they had £100 cashback.

The cashback didn't track, there followed 3 months during which time Quidco went back to M & S a number of times without success.

On the off chance I decided to try an approach direct toM &S direct via Twitter I was amazed to get almost an instant reply and after their promise to investigate, the cashback was paid in full within 2 weeks.

So if all else fails definitely worth a try.

On the other hand I am currently having problems with a small company trying to get a refund,I have posted on their Twitter page but they continue to ignore my messages.

Guess you can not win them all!!