Ever written a letter of complaint?

July 19, 2005 8:50 PM

Ever written a letter complaining about poor service to a large, international company? Did it accomplish anything or just waste your time? And if you saw results, any tips worth sharing?

United Airlines came close to ruining my marriage! Won't bore you with the details but an error in their system cancelled my flight which prompted a 12+ hour delay -- almost causing me to miss the deadline to sign for my marriage license! Then they lost my luggage on the return flight -- complete with wedding gifts and my brides gown -- and three days later it still hasn't turned up.

I'm not the complaining type, but it seems like for all the grief United's given me, I'm owed something in compensation. Any helpful suggestions?

posted by herc to shopping (23 comments total)

I don't have any firsthand experience, but from what I've seen, the trick is not to give up. If you won't stop complaining, you'll eventually get a supervisor's attention, and then a manager's, and soon someone will actually do something about your problem. Good luck.
posted by danb at 9:03 PM on July 19, 2005

I had Midas, screw me over on a car repair once. After I spent $400 they decided that couldn't fix it, but I could go somewhere else and get it fixed for only another $500. I was relentless in my letter-writing/e-mailing. I e-mailed every name I could find on their Web site. Eventually someone sent me a letter of apology a $200 check and $200 worth of Midas Gift Certificates.
posted by jodic at 9:11 PM on July 19, 2005

In my experience, if you send a letter to United and are not in their files as a chronic complainer, they will send you an apologetic reply and, probably, a voucher for $100 towards a (full-fare) ticket. If you want something more than that, it's not terribly likely you'll get it, but the one tip I would offer is to specifically ask for what compensation you want; don't just complain.
posted by bac at 9:12 PM on July 19, 2005

I've actually been on the receiving end of those letters for a pretty big company (as you would expect, I can't say who). For each letter, it was scaled on (and I would assume other companies are no different) what is called a "threshold of indifference." Meaning: What would happen if we did nothing. If the complaint was not serious enough to proceed with, we would reply with a simple apology letter. As the seriousness grows, so does the compensation. If it seemed that legal action was eminent, an officer of the company would personally phone the complainer and offer a pretty nice compensation.

So the trick to get through the chicken wire is just as danb said: Be persistent. Eventually you will get compensation. (FWIW, be nice to the call center, they didn't personally do anything to you *wink*)
posted by menace303 at 9:20 PM on July 19, 2005

no real experience, but i'd say: document everything. put it all in writing. this way if you are to follow danb's advice & not give up - never! - then one hopeful day when you have the attention of somebody high enough placed in UA to be able to do something about it you can point to & quote from a long trail of letters/emails as opposed to half remembered phone conversations & broken promises. on the other hand, perhaps one or two phone calls could resolve things? when i had problems with apple here in japan (b%stards!) things didn't really start happening until i insisted upon corresponding by email & stopped answering their calls. i hope they find your luggage.
posted by n o i s e s at 9:29 PM on July 19, 2005

Huge companies are likely either to ignore you or to respond to all letters (complaints or praise) with gift vouchers. The only exceptions may be for legitimate, serious complaints -- which never include the phrase, "such-and-such almost happened."

If you decide to mail a letter, tag it with:

cc,
Correspondence Branch
Federal Trade Commission
Washington, D.C. 20580

posted by cribcage at 9:37 PM on July 19, 2005

I wrote Vinton Cerf a letter at MCI back in 1997 complaining about the egregious overbilling and terrible customer service we'd received after ordering a T1 from them. I made clear that we had chosen MCI - in spite of the poor reviews they were getting on the inet-access mailing list - largely because of his presence there, and their network was great, but we were cancelling our service. I didn't even ask for any refunds, but in about two weeks I got back a nice personal e-mail, and a week later a check for $16,000.

So my suggestion is to try to get the e-mail address of a real person in management there and explain in detail what happened.
posted by nicwolff at 9:37 PM on July 19, 2005

I do it all the time when there is good reason, but ONLY then. I'm always polite. I'm always patient, and I've had things resolved.

Take a look at Complaints.com
posted by abbyladybug at 9:43 PM on July 19, 2005

I would email or snail-mail the public relations department of the company in addition to as high level a person you can get in touch with and tell them your concern, problem and how upset you are and also add that you will not be recommending their company/service to any of your family, friends and business associates.

Worked for me once or twice in the past.
posted by eatcake at 9:52 PM on July 19, 2005

U-Haul fucked me once and I wrote them about it. They refunded my money, apologized, and reimbursed me for additional money I was out. Within 6 months, the location I was dealing with was closed down (I assume my complaint was one of many about the proprietor/manager).

The Paramount Theatre in Toronto also fucked me once--to the extent that they called the police on me and fabricated an assault charge (though they didn't have a single witness and my only contact with the person I "assaulted" was in a sold out theatre). Once the police arrived and heard the story the theatre managers changed their tune and apologized.

I wrote to the head office, the film's distro (Magnolia/New Line Cinema), and every newspaper I could think of. The head office didn't bother to answer my letter but within hours I was called by The Toronto Star. Coincidentally, they were writing an article on a tangential topic and wanted my story. They quoted me on the incident but left out most of the details.

The day the story came out a manager of an AMC theatre (not the chain responsible) called me and invited me and 10 friends to see the film at their new (and only, at that time) Toronto location. Unfortunately, it was in the middle of nowhere (and I don't have 10 frends) so I had to decline.

Of course, I haven't been back to the Paramount since (and will never return) and tell everyone I can to avoid it.

My advice regarding compensation is to list dates/times and inconveniences suffered (be as specific as possible) and be polite and professional (get someone else to proof the letter). Sound serious and be certain you're firm that the experience will taint your purchase choices in the future. If you're somehow on record as a good customer (airmiles or whatever), bring this up. If you're not a known customer, I would avoid the issue (don't, "It was my first time flying w/ you ... and my LAST!" them).

If you're snail mailing, include copies of any third-party documents that are relevant (in my U Haul case I had receipts from repairs that had to be done to the vehicle in question as well as tickets which I couldn't use because of the delay caused by the employee's incompetance).

If you speak to various people while complaining, get THEIR NAMES or at least their employee id/#s or extensions. As someone said above, document everything.
posted by dobbs at 10:52 PM on July 19, 2005

apple really boned me on service of an Aluminum powerbook G4. i wrote to the VP of retail operations for apple, outlining what happened to me and what restitution i expected.

some time later i got a call from someone in his office who expedited the service case and offered to replace the machine if it failed again. in the end i dont think they were doing anything but following california's lemon law, and they did not actually meet my demands. however, the machine did fail again and i got a new one, which made me whole (and happy)

it works... the secret is not to bother with the phone support people or phone customer service people. write letters to the "important" people in the company and let them know you're not pleased and prepared to spread negative word-of-mouth over the issue.
posted by joeblough at 11:44 PM on July 19, 2005

I'm reminded of an anecdote (possibly apocryphal) I once heard:

A man travelling on a major airline spotted a cockroach in the cabin. He was horrified, and wrote to the CEO of the airline expressing his disgust, vowing never to use that airline again.

A week later he received a grovelling apology from the airline, which was totally mortified at this poor passenger's dreadful experience, with assurances that the plane in question had been immediately taken out of service and fumigated, the airline was considering suspending the contract of the cleaners and caterers and expressing eternal gratitude that this very serious problem had been brought to its attention.

But someone had inadvertently included in the envelope the customer's original letter, on which had been scrawled "send this son-of-a-bitch the standard cockroach letter."
posted by essexjan at 3:15 AM on July 20, 2005

My experience with United was really crummy. On a sold out flight, they made me sit in a seat that was soaking wet with an unknown liquid, presumably water, as there was so aroma. The flight was taking off and I was required to be seated. Several flight attendants ignored me until other passengers nearby started to make a fuss, as they were also appalled. Finally got towels and plastic bags to put down (flight attendant would not swap seat cushion with one of their seats). I got a $25 coupon and will not ever fly that airline by choice. Be specific, polite and vocal. I was not persistent, as I do not want any more $ on United.

Email complaints seem to be universally ignored. More and more companies seem to be cutting off other avenues. Wrote a long email to JVC about my son's crappy video camera. It turns out that it's very common for that model to break in a specific way, indicating poor design/bad part manufacturers. Totally ignored. Use snail mail.

Dobbs, you have way more than 10 friends on MeFi.
posted by theora55 at 4:42 AM on July 20, 2005

See if you can get hold of How To Complain by Mel Stein. Lots of tips and example and anecdotes.
posted by suleikacasilda at 4:45 AM on July 20, 2005

I had a bunch of problems with a Compaq laptop during my first year of law school exams. They kept giving me the run around - the woman who promised that if "this time it isn't fixed, we'll just replace it" kept going on "vacation."

I emailed the consumer help people at the local tv stations, and I had an actual person from Compaq call me, and a new computer, within 24 hours. The news station never contacted me; I emailed the woman who helped to thank me and it was clear she had no idea who I was. She just knew who to send the complaint to, apparently. Never underestimate the power of the press!
posted by dpx.mfx at 5:44 AM on July 20, 2005

My best advice is this - two levels of local management, then the President or the Senior VP for customer relations. You do the lowest level management and see if you're satisfied with the result. If not, then send a copy of all correspondence from that level to the next level of local management and see if you're satisfied. If you're not, package all of it up and send it to a Senior Executive, with the information that you're not happy with the resolution you received locally.

The Senior Executive won't read it. But someone charged with dealing with these things will. And you will get action from them - but not so much if you haven't appeared to try to deal with it at a lower level first.

Names of Senior Executives can generally be found on annual statements. Locations can then often be googled.
posted by jacquilynne at 6:01 AM on July 20, 2005

Not an answer to your question, but semi-related, this is hilarious: Complaint from Seat 29E
posted by fourstar at 7:41 AM on July 20, 2005

I too have written complaint letters, usually with good effect. Airlines have been particularly good about responding and providing some compensation. I agree with bac to ask for something specific-- ticket refund, etc.

I should say that I only complain with good reason, and I also issue compliments when warranted. If I have a particularly good experience with a sales person, etc. I get their name and call their boss, headquarters, etc. and tell them about my good experience.
posted by picklebird at 7:50 AM on July 20, 2005

I got over $800 from a moving company after they delayed delivery of my stuff. Contracturally, they hadn't yet exceeded their time limit, but they were clearly going to, and I needed a bed, sheets, towels, pots and pans, etc.

The first person I spoke to wasn't particularly helpful, but she kept phrasing things oddly, like "I'm sorry, sir, but that's all I can do for you." Finally I understood that she wasn't able to help me, but, if I specifically asked to speak to a manager, I might get satisfaction. I had a similar experience at that level. She offered me a $200 credit, I balked, then she said, very scriptedly, "That's the standard offer," like, three times. So I asked for more, for specific household items I needed until the stuff was delivered, and got what I wanted.

I also recently complained to Macy's about an online ordering problem. I got an email back, asking me to give them a "second chance," and my next attempt at ordering was expedited. Now, I don't think they should have had a problem with my first order, but they did take care of the problem the second time around, so kudos to them.

I've gotten a $10 voucher from Bucks Coffee, half off a Midas repair, 3/4s of a home warranty (I had to chip in for 1/4th) from which I've profited enormously, $100 off a storage shed at Home Depot, and various other discounts and perks by being a good complainer. I don't whine, I don't bitch, and I'm specific about what I want. I'm always, always nice to the first customer service person I speak to, and at least cordial to the second level. I always keep in mind that the guy working the desk is not the one who sets the policy. On the other hand, the guy at the desk often knows what I need to do to get help, and he's often charged with keeping that information from me, so it's important to be persistent.
posted by MrMoonPie at 8:21 AM on July 20, 2005

Lost of good advice. I'd only add two things: one, your letter is one of many pieces of correspondance they will handle that day so the priority is complete and brief. two, launching into a mad flurry of cc:s to newsrooms and federal agencies might get you a reponse or might get you written off as a crank. Consider your target carefully and have your goal in mind from the first moment. If you don't know what it's going to take to make you happy, why would they?
posted by phearlez at 9:10 AM on July 20, 2005

As a small part of my job I file complaints for a large international company (can't say who either). I'll just echo that you need to be persistent and need to get higher up than the customer service rep. Be polite to that service rep though, because they can probably help get you connected to the local management or higher (either directly on that call, indirectly by sending a message through to the appropriate office, or at the very least getting you addresses or numbers you need). Their first response is going to be to try to resolve it themselves and get rid of you, but keep trying. Also, I definitely agree that it's good to get the full name of anyone you talk to (and their department, if applicable), in case you have problems with this along the way, write down any kind of case or confirmation numbers for anything you file, and call back if you don't hear anything from them in the time frame they suggest that you should recieve callbacks within.

And again, *please* be kind to the people you talk to!
posted by jheiz at 9:24 AM on July 20, 2005

My policy is to say what positive things I can about their service while making the complaint, on the theory that if my letter sounds balanced and fair I will be taken more seriously than if I just rant. Four years ago I bought a couch and table from Leon's. Both proved to be seriously flawed (i.e., 8" crack in the table, ink bleeding through the couch fabric when I had it Scotchguarded), and it was an inconvenience to get them replaced. I wrote a letter to Leon's praising their service but decrying their quality control, and received two profusely apologetic phone calls and a $50 gift certificate, which almost paid for a lamp.
posted by orange swan at 11:42 AM on July 20, 2005

I'm on the receiving end of escalated phone and written complaints. Definitely put your complaint in writing because if you call, chances are you will be asked to put your complaint in writing anyway and not in the words of the customer service agent who logs the call. Give normal customer services a chance first because they may well be able to give a reasonable amount of compensation without going further up the chain. Many a time I've been able to deal with a major complaint and give more compensation than the customer screaming for a manager expected, and they have hung up the phone happier because they didn't need to escalate the call anyway. By the sounds of your complaint you have a valid cause and won't have to go higher. If you are still not happy with the result then go to the execs, but expect that any correspondence will be written by your bog standard customer service person anyway because the CEO or governing body won't have a clue about the frontline job! Most importantly, whoever you phone or write to - it wasn't their fault and don't go blaming them because they are there to help you and resolve the issue. And please, please go out of your way to recognise good customer service when you recieve because it isn't commended as often as it should. :D
posted by floanna at 5:32 PM on July 20, 2005