Using the Internet to Voice Consumer Complaints

How many times have you called a company’s customer service 800 number only to be on hold for 15 minutes? When you finally get through, the person on the other end reads from the customer service script and gives you all the standard answers. Ultimately, your complaint is filled and you get nothing in return except, “I’m sorry I can not help you. These are the company’s policies.”

This may not always be the case, but it can be a frustrating process when it does happen.  With today’s growing presence of companies on the Internet, you may not have to call the 800 numbers.  Instead consider these online options to get the company’s attention.

Most companies today have some sort of social media page, whether it is a Facebook page or a Twitter account, or even a blog. If you want to get a company’s attention, send your complaints into online media cyberspace or type comments on thier blog. Many companies peruse these sites to seek any negative attention. Reputable companies will have representatives surfing the web to spot complaints.

If they see you have a legitimate complaint, it is likely they will contact you and appease your concerns by offering some sort of compensation for your trouble. And to save their reputation.

There are actually websites out there where consumers gather to disclose complaints about a company or product. A consumer can go to sites like complaints.com, my3cents.com, or ripoffreport.com and research or vent about a bad experience.

This is another place companies will likely go to see if consumers have similar complaints.  They may not always contact the customer, but the issue may still get magically resolved.

This is also a good place to see if other consumers are having similar issues and what, if anything, has been done about it

If you have had no luck with the 800 number, social media, or any off the consume complaints websites, and you have a true complaint, consider sending an email to the company’s president, CFO, or CEO.

This may not always be the best route, depending on your complaint, but it does not hurt to try. After all, before the Internet, this was probably the best way to get your complaint heard.

Before you draft the letter, have your facts straight, mention other methods you have tried, and be respectful.

When you complain about a product or a service, make sure the facts are correct.  Companies will do anything to protect their reputation.  If you get caught telling lies, or slander, there could be a lawsuit on your hands. 

I am pretty sure big companies like Verizon or Hilton have better lawyers than you may have and a bigger legal budget.  Be careful on your wording of your complaint and keep it legitimate, reasonable, and honest.

Typing customer complaints or concerns online is instant and there is no “unusually high call volume” or being put on hold. 

Use the resources, hit send and you are done.  Wait and see what happens.  You may get a free month of service, a new cell phone, or a free night’s stay.