YOU HAVE YOUR SAY
EVERY week, Money Mail receives hundreds of your letters and emails about our stories. Here are some from our article about customer service and how to get your complaint heard:
I HAVE learned that a strongly worded letter results in a suitable response. In most cases, I’ve tried the customer service team first. If I haven’t received a reply after ten days, I send them another copy. S. M., by email.
I TRIED to get in touch with the customer service department of a large hotel chain. I was referred to a chatline, where a robot said it didn’t understand my question. I was then sent a link, where I was told no advisers were available. L. W., by email.
EVEN if you do eventually get through to a real person, it’s not worth the hassle. All they do is pass you on to someone else, who puts you through to someone else. Each time you have to explain your reason for calling. I. F., Suffolk.
IF COMPANIES are serious about improving their customer service, they should re-employ the humans they thought IT could replace. N. C., Shrewsbury.
ALWAYS go straight to the top and email the chief executives. The kind of response you receive will tell you a lot about the company. I’ve had everything from fulsome apologies to vile texts from senior management on a Sunday afternoon. D. E., Sheffield.
HAVING worked in complaints, I can tell you the abuse they receive daily is disgraceful and disgusting. All we ask for is for people to listen. Shouting and swearing is just unacceptable. E. G., Leigh.
SOMETIMES you phone a company and you are told you are first in the queue — then you end up waiting for 45 minutes. Either loud rock music or Vivaldi is playing for what can seem like an eternity. D. F., Glasgow.
WRITE to Tony Hazell at Ask Tony, Money Mail, Scottish Daily Mail, 20 Waterloo Street, Glasgow G2 6DB or email asktony@dailymail.co.uk — please include your daytime phone number, postal address and a separate note addressed to the offending organisation giving them permission to talk to Tony Hazell. We regret we cannot reply to individual letters. Please do not send original documents as we cannot take responsibility for them. No legal responsibility can be accepted by the Daily Mail for answers given.