Wednesday, August 24, 2005

TODAY: When a company met angry blogger


TODAY: When a company met angry blogger Excerpt:
In the age of the Internet grapevine, know your stuff before tackling customer complaints on the Web IT HAS been said, and quite often by bloggers, that businesses ignore blogs and online discussion forums at their peril. (Try a Google search with the term “businesses ignore blogs at their peril”, and you will see what I mean). News sites abound with tales of companies which either ignore, or do not wake up to, the extent of customer dissatisfaction until it is too late. But what happens in the rare case — at least in the local experience — that a company actually responds to rumbles of consumer discontent online? Judging by the reaction when one company did so last week, is it a case of “damned if you don’t, damned if you do”? One apparently disgruntled customer of a company that provides protective wrapping for mobile phones, PDAs and other similar devices posted his complaint on a discussion forum. Now, what typically happens in an instance like this, is that other forum members might commiserate or disagree with a customer’s complaint, or share their own experiences. But what happened this time was that a representative of the company decided to respond to the allegations by emailing the original poster — with interesting results.
Read more here.

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4 Comments:

Anonymous Anonymous said...

While I believe that it is good journalism, the report has probably caused more distress on either camp.
The name of the business owner is probably now public knowledge and that he had set in motion some action taken against the forums which you mentioned .

8/24/2005 01:26:00 PM  
Blogger Mr Miyagi said...

Sorry, I had not understand what you has try to saying.

8/24/2005 02:04:00 PM  
Blogger shannie said...

i was following all the comments of the ppcsg forum regarding this issue, i understand how the user felt. i do really think that the company was rather tactless in handling complaints.

if the complaint was handled the complaint effectively right from the start, the comments on the blog would not have been so nasty. instead, the user would have commented on the good services.

i had just lost my o2 mini in a cab (http://www.ppcsg.com/index.php?showtopic=58022&hl=). instead of helping me, both the company involved and the police was relectant to help me! they kept "taichi-ing" the issue around...

one party asked me to approach the other and vice-versa!

yet another case was in today's Straits Times forum regarding Accord's and O2's customer services.

only conclusion i have for these issues is that perhaps it might not be the customer in the wrong at times.

8/24/2005 04:55:00 PM  
Blogger PrawnKing said...

well...sad for that user.....he is now being investigated by his own company as what he /she claims as gmask has compained to his/her company ( because all correspondent where using company mail...)

now rice bowl of customer might be broken...or tarnish....

bad bad move

8/25/2005 09:11:00 PM  

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