How to complain: Email vs Phone vs Post?

Curly_Chick

Letter/email/phone call all seem to have different levels of success depending on the company!

I had a really dreadful time getting my new kitchen delivered on time and with all the parts, I tried all of the above and had the best success with actually going into the store and asking to speak to the manager!

Result was a 25% saving on the cost of the kitchen (about £400) when ooriginally I had been offered a £30 good will gesture on the phone! When I had the money back there was a further problem, I threatened to go back in to have it resolved and this resulted in the store manager coming to my flat and carrying a breakfast bar work top up 4 flights of stairs!

PS I wasn't rude or disruptive when I went into the store, I did have a list with dates, times, people I had spoke to/emailed and a list of their mistakes and their companies policies dealing with this and where they had gone wrong!

brightonman123

i havent sent a letter (snailmail) for ages!

if cannot get a worthy human on the phone, then email usually gets response within 1 or 2 days.

if no joj, check out the firm's webite, and send a 'complaint' via their contact page, or email highest available director- some have their details as part od sales blurb..

it's amazing how quickly things turnaround, when their boss is on the case!

gazza975526570

Letter every time. Go online - find the name of the CEO, draft a letter on Word and send it off - IMHO the best way every time

olly300

I try the telephone first. If it's a smallish company they tend to have UK based staff and the issue can be sorted out quite quickly.

If it's a large company I email from my own account not a web form or use recorded delivery.

In some cases I've had to complain to regulators and emails are valid.

star1_2

Really depends upon the nature of the complaint, for me typical examples :-

Phone - for checking on a late delivery, initial question related to somthing missing from a delivery or somthing on a bill that should'nt be there (providing it's a minor sum)

Email - Similar to phone, when there is'nt a non-NG phone number to call or I want to clarify a phone call.

Letter - When phone contact or emails have not been responded to, or I feel that a matter required clarification, where a contract is involved - such as terminating a phone contract or service, or where a considerable sum of money, potential loss or risk is involved.

Fax - similar to the above, keep the confirmation to prove the fax was sent sucessfully.

I should also add - when money is involved and it depend's upon receipt of a letter, or you may wish to persue (or threaten) legal action in the future, or you're dealing with solicitors, debt collection agencies - I would always send any letter recorded delivery.

KxMx

If it isn't a serious matter, then I start with e-mail, then go up to registered letters if I get nowhere.
If it's serious then perhaps normal post letter then registered.

so2006

I email and phone :rotfl:

jojo2004

Letter every time - if you sign off "yours in disgust", it seems to be a magic formula for getting some form of compensation. NB this does NOT work with train companies, who are heartless, soulless.... Anyway.
Although, in fairness, emailed AuctionAir re a non-tracked quidco bid (was reasonably, ahem, firm in my tone) and got a phone call from the owner the next day and a personal cheque the week after...
Be tenacious seems to be the key. Wear them down, after all, that's what they try and do to consumers.
xxx