Customer Feedback Forms

secretdancer

Why do companies bother having these on their sites if they fail to respond to customers that use them? Are they just a PR tool to get us to vent our feelings into a black hole in the hope that we forget why we wanted to contect them.

Over the past couple of weeks I've used three different forms to contact three separate companies. Not one has resulted in a reply. :mad:

megsykins

I've found those forms to be pretty useless too. I've been trying to book a large function and get details of places, all they ever have are standard 'feedback forms' or 'enquiry forms'. (You'd think a hotel would be interested in having 400 people for a formal sit-down dinner, but they never get back to me) As far as I'm concerned, if they can't be bothered with initial informal correspondence, then what will they be like when it comes to booking the big stuff?
An email address is almost always better - feels more personal and more likely to be answered. I reckon most of those 'feedback forms' disappear off into cyberspace.

What's worse though, is when a company (particularly big ones) have no contact details on their website and no way to complain. It's better to hear our complaint and try to fix it than ignore complaints and let annoyed people (ie US) tell everyone they know how bad they are!!