Complaints: Should you voice your dissatisfaction?

I work as an IT support for years now; from system support and system administrator to database administrator and web developer. My day to day tasks involves supporting customers which can be categorized as real customers who pay for my service as well as internal staffs. Therefore, I need to handle complains well as well as making sure that I don’t do anything stupid for them to have an excuse to complain. Hence, it frustrates me sometimes when I am not being treated equally or fairly when I am the customer.

I don’t normally complain straight in their face. Instead, I will take time to write up an email and send it to the complaint department. You will be surprise how different and quick some companies respond to your complaints.

When to Complain

Well, there are millions of reasons to complain as well as millions of reasons not to complain.

I complain when I am treated differently

Just because I was not born in this country, it doesn’t mean that I should put up with prejudice. I was shopping for some package food when I came across a store in town. I went in there and found the package food on one of the shelves. However, I wasn’t quite satisfied with the quality of the product. On the other hand, the package food on the display window was of better quality. I asked the promoter if I could have the display’s items. Without saying a word, the promoter went to the shelf that I had just been to and told me they were there. He even went to the length of pointing at the shelf’s title, indicating that I should have looked properly.

I wrote an email to the HQ but they defended their staff and mentioned that their staffs were all properly trained. Well, I beg to differ. They change their staffs like they change their stocks. Their staffs were not knowledgeable about their Point of Sales system and even the promotions that they have.

I complain when they are not helpful

Every time I go into the local post office to send a letter or a package, I will be asked a universal question; would you like to apply for a Post Office credit card? In fact, I have applied once and failed. A couple of months later, I tried and it was successful. As usual, I then proceeded to apply a supplement card for my wife. A supplementary card form was sent to me by post a couple of days after I requested it. The application needed a few identification documents and as stated in the leaflet, everything could be processed at the local branch.

A few days later, I went to the local Post Office with all the required documents. I was turned away. Reason being I have to photocopy the documents in order for them to validate and send to the credit card application office. Everything was nice and sweet when they were trying to sell me their credit card. They have several photocopy machines and the staff couldn’t be bothered to photocopy the documents for me.

I complained and several days later, I received a letter of apology with some free stamps.

I complain when I am not given the service that I paid

My broadband, phone and TV package service provider is Virgin Media. In general, their service is above average. The internet service is quite stable at times. Well, when it’s bad, it can be really bad. There was a period of time where my broadband service would get interrupted at least once a week and that happened during weekend. Recently, I failed again. I called the customer service and a technician visit was arranged at a date of four days later. It would mean that I will have no internet service at all for four days. While speaking to the customer service, I was told that there will be a charge if I am not at home when the technician comes. There will also be a charge if the fault is caused by me.

Well, I was given a date and a time frame of three hours of the technician visit. Immediately, I made a complaint by writing a letter to them. Whenever their internet service is down, they never offered me a discount. Yet they want to charge me if the fault is caused by me. In addition, what will they do if their technician fails to show up?

I received a reply the very next day and it only said that I will be refunded the four-day loss of broadband.

Just to make things better

On many occasions, I wish that I could have been a bit meaner and told them off on the spot. However, I am afraid that I might be venting off my anger rather than trying to make a complaint. I will be calmer and think clearer if I was to go away and make a complaint, which might not be as efficient but at least I am able to get my message across.

Many of us put up with services that we are given. We need to remind ourselves that we are the consumers and we deserve a better service. After all, who is parting our money from us?