The customer is always right?
There used to be customer relations personnel anxious to satisfy customer concerns amicably, but this kind of service is disappearing. If they are there it's only to let out a lot of gooey excuses which are empty and frustrating.
My experience in writing complaints has been totally frustrating. I did observe that by addressing a complaint letter to someone high in the organization, it could always be delegated downward, and sometimes the big-wig even replied. Referring to the word 'ethical' seems to get attention and I once received a rebuttal from a corporate CEO.
Some of my complaints about deceptive marketing:
"... the advertisement meets all legal requirements."
"... subject to ethical standards in the industry."
"... our intent has never been to mislead and I believe our practices are . . ."
I see this only worsening as too many consumers are complacent, encouraging more of the same callous treatment.
Comment
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Comment by Grampa Ken on September 7, 2010 at 9:07pm
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If more people would take the time to complain this might get fixed. The credit business is mean and ugly and with so many businesses after the same lush profits ethics have sunk pathetically. While high interest savings account might range around 0.2% - 2.2% credit card interests take off ranging at 12% - 22%. Retail store credit rates jump again and can run up to near 30%.
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Comment by Albert MacDonald on September 7, 2010 at 5:06pm -
Last year or so I was phone-solicited by a credit card company telling me that I qualified for a credit card. I decided to play along (I already had one from them) to see where this would go. They asked me to authorize them to get my credit report and I said: "but you just told me that I qualified?". Turns out I didn't. So I wrote a letter to their head office in Ottawa telling them that I believed that this was fraudulent. I said that I don't have the time or the money to take them to court but I'm sure CBC would be interested in pursuing this on one of their consumer TV shows.
My suggestion to everyone is: If you want to get a response, tell them that you are going public with it. About a week after I sent the letter, I received two calls from two different departments in the company apologizing for this 'salesperson' and that they were taking immediate steps to ensure that this would never happen again.
And, as one person said, the higher up the ladder you go, the better the results.
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