Do you accept crap customer service or walk?

Forums › Off topic › Do you accept crap customer service or walk?

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#1090829 17-Jul-2014 15:34

I walk, and make a big deal of it too. Generally saying something as I walk buy a couple of sales people standing around jerking each other off.

I will then post on their FB page.

Then buy from overseas at a third the price.

Demeter

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#1090837 17-Jul-2014 15:39

I totally agree with taking your complaint to Social Media. At the very least, someone should apologise and offer to make things right.

BigPipeNZ:
freitasm:
BigPipeNZ:(I find it odd that most Telcos in NZ don't enable that feature. To me, it's gives the impression, rightly or wrongly, that they are trying to hide stuff)

Aren't they?

I walk out and never come back.

maybe, but I wouldn't want to speak on behalf of them.
It's certainly the impression I get though, so I assume other people see the same sort of thing.

Personally I don't see much value in this feature from a services company perspective. The results will naturally be massively inaccurate once you have a certain amount of organic reach on Facebook. But yeah, businesses should definitely be replying to messages posted to their Facebook walls. Unfortunately, many companies seem to edit or hide the bad stuff so people don't end up seeing that - which should be more of a concern than the lack of a review section.

MikeB4

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#1090849 17-Jul-2014 15:52

One thing I have noticed is people writing complaints on FB etc more than often use rude and insulting language, like so much of the online world unfortunately . Even Complaints should be written using common courtesy and manners. I don't blame companies editing the FB pages to remove rude posts

Demeter

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#1090855 17-Jul-2014 15:56

KiwiNZ: One thing I have noticed is people writing complaints on FB etc more than often use rude and insulting language, like so much of the online world unfortunately . Even Complaints should be written using common courtesy and manners. I don't blame companies editing the FB pages to remove rude posts

Oddly, Facebook sort of does that automatically. If people curse the post will usually be auto-spammed and not visible to the general public.

freitasm

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#1090856 17-Jul-2014 15:57

KiwiNZ: One thing I have noticed is people writing complaints on FB etc more than often use rude and insulting language, like so much of the online world unfortunately . Even Complaints should be written using common courtesy and manners. I don't blame companies editing the FB pages to remove rude posts

Exactly. That's why soapbox posts on Geekzone are not encouraged. Some people's first reaction is "This large company wants to kill me!" "They're robbing me!" without thinking that a simpler explanation might exist...

BigPipeNZ

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#1090865 17-Jul-2014 16:06

Demeter: I totally agree with taking your complaint to Social Media. At the very least, someone should apologise and offer to make things right.

BigPipeNZ:
freitasm:
BigPipeNZ:(I find it odd that most Telcos in NZ don't enable that feature. To me, it's gives the impression, rightly or wrongly, that they are trying to hide stuff)

Aren't they?

I walk out and never come back.

maybe, but I wouldn't want to speak on behalf of them.
It's certainly the impression I get though, so I assume other people see the same sort of thing.

Personally I don't see much value in this feature from a services company perspective.

I guess that's why VF doesn't have this feature on their page then.

The results will naturally be massively inaccurate once you have a certain amount of organic reach on Facebook.

why? you'll always have a few trolls of course, but they will be the minority. In fact as you grow the results will be less impacted by a few outliers and tend towards the average. there are plenty of review sites out there. wouldn't you rather have them in your own page where you can get notifications about them and respond to them quickly?

But yeah, businesses should definitely be replying to messages posted to their Facebook walls. Unfortunately, many companies seem to edit or hide the bad stuff so people don't end up seeing that - which should be more of a concern than the lack of a review section.

That's true. Good moderation should only remove offensive or hateful stuff, and allow real feedback (good and bad) to stay and be responded to.

You may not be aware, but there is actually no way to remove or edit reviews as a page admin, other than reporting them to facebook for offensive language or hate speech (and then facebook will moderate it accordingly), or removing the review feature altogether.

That is another point in its favour from a customer satisfaction point of view. i.e. as a potential customer, you don't know if a business edits or removes posts on it's wall to skew the general feedback towards positive sentiment, but you know they cannot do the same thing for reviews.

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DarthKermit

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#1090874 17-Jul-2014 16:26

My partner and I stayed in budget accommodation in Masterton a year or 2 back. The bed was worn and old, felt like it was a Salvation Army second. The sash window rattled all night until I found a piece of cardboard to shove in the gap. The whole place was quite run down (bathrooms, kitchen, bedrooms).

When we got back home, my GF emailed the operators to express our concerns about the above. No reply ever came back. That's ok, we'd never stay there again anyway.

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loceff13

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#1090898 17-Jul-2014 17:08

The only time I have a problem with store service is when you know they are lying to try to get a sale or pushy sales add-on's(extended warranty or antivirus or accessories). I've walked from stores leaving goods at the checkout when you are getting nowhere politely declining their pitch and it continues, I'll just head to the other big box chain 75m away and price match or order it from an online store for a slight premium(ie $6.99 more to ship it to my door).

dejadeadnz

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#1090901 17-Jul-2014 17:10

KiwiNZ: I never accept crap service, however I don't just walk out I always ring the company and discuss what has happened with a senior manager. The management cannot fix it if they don't know about it. I always appreciated complaints I received as a manager as they are a gift and opportunity.

There's no way that I would waste my own time to do that again. On the odd times I have done so, all that has happened was that a whole lot of obsequious-sounding and scripted apologies came my way and, unsurprisingly to me, the lessons were rarely learnt. These days I just walk or write very reasonable sounding but firm complaints on the company's FB walls. The FB complaints ensure that if nothing else I manage to publically shame the company and inform others.

Demeter: I totally agree with taking your complaint to Social Media. At the very least, someone should apologise and offer to make things right.

Personally I don't see much value in this feature from a services company perspective. The results will naturally be massively inaccurate once you have a certain amount of organic reach on Facebook. But yeah, businesses should definitely be replying to messages posted to their Facebook walls. Unfortunately, many companies seem to edit or hide the bad stuff so people don't end up seeing that - which should be more of a concern than the lack of a review section.

Unfortunately, in the case of VF, whilst it happily allows most posts to remain on its wall, it appears to rarely learn from much of the feedback, if the consistency and longevity of certain kinds of complaints (e.g. call centre waiting times) are anything to go by.

Demeter

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#1090906 17-Jul-2014 17:16

BigPipeNZ: I guess that's why VF doesn't have this feature on their page then.

No not really, I'm sure people far more interested and experienced than I am with social media metrics have their reasons for this though heh.

why? you'll always have a few trolls of course, but they will be the minority. In fact as you grow the results will be less impacted by a few outliers and tend towards the average. there are plenty of review sites out there. wouldn't you rather have them in your own page where you can get notifications about them and respond to them quickly?

If we were a restaurant, service our own food, with only our own staff to be held accountable for quality of customer service, then I would totally agree. But we are subject to a host of network partners, contractors and all sorts of elements (the weather, for example) that we have no control over. I don't think it is fair that we should be given a 1 star rating for service because we can not provide UFB in Huia yet to take a completely random example. Once Big Pipe gets big, you'll see what I mean.

You may not be aware, but there is actually no way to remove or edit reviews as a page admin, other than reporting them to facebook for offensive language or hate speech (and then facebook will moderate it accordingly), or removing the review feature altogether.

I did actually know that, and it's a good thing. Google Play works in a similar way, it helps keep things honest. But like I said, again naming a completely random example not based on a person or persons anywhere we know, the guy in Huia without UFB isn't going to come back and change his 1-star rating on our page when he has since moved over to another provider, only to find they can't give him UFB either.

freitasm

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#1090909 17-Jul-2014 17:25

Demeter:
You may not be aware, but there is actually no way to remove or edit reviews as a page admin, other than reporting them to facebook for offensive language or hate speech (and then facebook will moderate it accordingly), or removing the review feature altogether.

I did know that actually know that, and it's a good thing. Google Play works in a similar way, it helps keep things honest. But like I said, again naming a completely random example not based on a person or persons anywhere we know, the guy in Huia without UFB isn't going to come back and change his 2-star rating on our page when he has since moved over to another provider, only to find they can't give him UFB either.

And that's the thing. How can anyone trust "ratings" when we know it's a flawed system? Same with those "Rate My Teacher" websites. Who knows it's a real rating and not some disgruntled student that is just there for the quick revenge post?

Unfortunately Facebook moderation is too far removed. I believe a system like Geekzone with third party, no interest, moderators is better than FB pages and better than company's own forums (sorry VF) - even then we still get the occasional user complaining we get paid to remove topics - like someone accused ScottPalmer of once a topic was removed...

mattwnz

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#1090923 17-Jul-2014 18:09

I think some companies don't enable reviews on facebook because I don't think the company can edit them or remove them once posted. Unlike normal posts which they can delete. You often see companies that have deleted their posts, because you click on the comments eg there maybe 100 posts, and only a few appear. When I see this I see it as hiding something. WIth reviews unless there are lots of reviews and there is a trend, individual reviews are not really that relevent, because all companies will get the odd bad review. Also people who have had a bad experience are more likely to post, than someone who has had a good review. It is when there is a trend when you should take notice. Also some companies pay or give incentives for good reviews. The reviews system on facebook isn't very good anyway, as there doesn't appear to be anyway to order them in terms of date.

I think many people will accept poor service as the cost to pay for a lower price.

AidanS

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#1090924 17-Jul-2014 18:17

Kopkiwi: Generally saying something as I walk buy a couple of sales people standing around jerking each other off.

From experience I can say that what you're doing here is redundant. You think the employees that gave crap service cares about crap feedback? They'll probably go joke about you in the lunchroom, they'll still get paid their $15/hour. The only real way to get to the floor staff is to go through their superiors which is where speaking to the manager/social media is normally more effective.

shk292

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#1090988 17-Jul-2014 19:43

DarthKermit: My partner and I stayed in budget accommodation in Masterton a year or 2 back. The bed was worn and old, felt like it was a Salvation Army second. The sash window rattled all night until I found a piece of cardboard to shove in the gap. The whole place was quite run down (bathrooms, kitchen, bedrooms).

When we got back home, my GF emailed the operators to express our concerns about the above. No reply ever came back. That's ok, we'd never stay there again anyway.

That's why I rarely stay anywhere without good reviews on tripadvisor.com. I think the writing is on the wall for poor quality accommodation

oxnsox

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#1090997 17-Jul-2014 20:20

DarthKermit: My partner and I stayed in budget accommodation in Masterton a year or 2 back. The bed was worn and old, felt like it was a Salvation Army second. The sash window rattled all night until I found a piece of cardboard to shove in the gap. The whole place was quite run down (bathrooms, kitchen, bedrooms).

When we got back home, my GF emailed the operators to express our concerns about the above. No reply ever came back. That's ok, we'd never stay there again anyway.

We you get to response to well intentioned and constructive feedback, that's when you post a negative review.

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