Customer Complaints voiced on YouTube

Elsmar Forum Sponsor
P

Piero

#12
This discussion reminded me about this old gem, which genuine or not must be in the contention for the most devastating customer complaint ever written (Please note: It is riddled with really coarse language).

/Claes
Claes
I always believe that a complain must be built on solid bases and be free of abuses.
If we want to get a refund we must be within the law and ask what is right with loud voice withoud offending.
Work in the front line is not easy and many time we deal with call center where peolple repling us don't even know the products/ services we are talking about. Many time I listen to answers like "It's not my guilt", "You should tell this to my chiefs". Probably they are underpaid, not trained for their job and miserable.
 
C

Craig H.

#13
Claes
I always believe that a complain must be built on solid bases and be free of abuses.
If we want to get a refund we must be within the law and ask what is right with loud voice withoud offending.
Work in the front line is not easy and many time we deal with call center where peolple repling us don't even know the products/ services we are talking about. Many time I listen to answers like "It's not my guilt", "You should tell this to my chiefs". Probably they are underpaid, not trained for their job and miserable.
I disagree. Sure, at first give the folks a chance to do the right thing, but if, after repeated attempts, there is no attempt to satisfy, the rules go out the window and commando tactics are perfectly acceptable.

I hope we see songs 2 and 3...
 
J

JaneB

#14
Sure, at first give the folks a chance to do the right thing, but if, after repeated attempts, there is no attempt to satisfy, the rules go out the window and commando tactics are perfectly acceptable.

I hope we see songs 2 and 3...
I agree entirely. This song (great song! ) wasn't a 'kneejerk' reaction - the company obviously managed to seriously annoy him over a lengthy period of time. He tried a heck of anumber of times to get some satisfaction (the link posted under the Youtube one gives the history) - eg, at least 3 different customer servicer reps, all of who were obviously entirely uninterested. He spent nearly a year (I'm taking this from the song lyrics) trying to get compensation. None of those are kneejerk actions - they're all the actions of a man trying all the reasonable channels. And being told No.

I think United deserves what they're getting, and applaud the artist for using his talent to highlight the problem and the company. People on the 'frontline' don't get uninterested by accident. And baggage handlers do what they do under a company that sets standards and should be checking they're stuck to, and enforcing them. Clearly they either don't or didn't in this case. Top Management Reponsibility.

Go Dave for 'sticking it to them'. And a great warning lesson to other companies in service businesses, I hope.
 
Last edited by a moderator:
J

JaneB

#15
I always believe that a complain must be built on solid bases and be free of abuses.
If we want to get a refund we must be within the law and ask what is right with loud voice withoud offending.
Work in the front line is not easy and many time we deal with call center where peolple repling us don't even know the products/ services we are talking about. Many time I listen to answers like "It's not my guilt", "You should tell this to my chiefs". Probably they are underpaid, not trained for their job and miserable.
Piero, you may well be right that some call center people are 'underpaid, not trained for their job and miserable' - but they're at work, doing a job, and the company must train them appropriately and ensure certain standards are met. That's the company's responsibility, full stop.

I agree that a complaint has to be on a reasonable basis... But I don't agree about the 'without offending'. I don't actually care if my complaint 'gives offence' to the company, because I'm offended already or I wouldn't be making a (reasonable) complaint!

But if by that you mean, without being rude and unpleasant - yes. One can complain firmly without being unpleasant or rude or swearing, etc etc. In fact, I think this song and video is a quite beautiful example of how to do that :lol:
 

ScottK

Not out of the crisis
Staff member
Super Moderator
#16
Dave Carroll now has a statement on Youtube saying that United offered him compensation, which he turned down for himself but said they could donate it to a charity.
Song 2 is still coming...

Apparenlty United also asked him for permission to use song 1 as an internal training aid.
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#17
People on the 'frontline' don't get uninterested by accident. And baggage handlers do what they do under a company that sets standards and should be checking they're stuck to, and enforcing them. Clearly they either don't or didn't in this case. Top Management Reponsibility.
:applause:Well put, Jane. The way people approach their jobs and perform their "standards of work" reflect on how top management is serious about deploying their commitment to customers. This case exemplifies how employees fail to be faithful to something such as a "quality policy". UA commitment to customers include:
#4 Provide a fair baggage liability limit
#12 Respond quickly, appropriately and courteously to customer questions and complaints

 
J

JaneB

#18
It's an example of how a company can put up all those words in a policy... but fail to follow through. And they failed via a whole range of personnel and on many occasions - this incident was something he pursued over a period of NINE months! (I applaud his persistence) and got brushed off, fobbed off, etc, etc...

Go Dave, I say. Might make other companies sit up and take notice. Hope it does. And meanwhile, fun song #1 down, #2 on the way. Can't wait :lol: I'll bet whoever made the final decision to say No to compensation now regrets it.
 
Last edited by a moderator:
Thread starter Similar threads Forum Replies Date
G Too many customer complaints Customer Complaints 16
D ISO 13485 8.2.1 and 8.2.2 - Customer Feedback and Customer Complaints ISO 13485:2016 - Medical Device Quality Management Systems 5
V Quality review Meeting with Customer for complaints we received Customer Complaints 6
0 PPM calculation of customer complaints for PMS Customer Complaints 10
S Best software for customer support/complaints? Customer Complaints 0
N ISO 9001:2015 Customer Complaints Requirements ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
tnorton Lessons learned from implementing Customer Complaints Customer Complaints 1
Q Documenting Customer Complaints (Records) Customer Complaints 6
Ashok sunder Is it possible to reduce FMEA Occurrence and Detection Ranking after corrective action taken for customer complaints? FMEA and Control Plans 6
S What is the process of capturing "oral" customer complaints? Customer Complaints 9
Q Does ISO 9001 require CARs for all customer complaints? Customer Complaints 2
Marc Customer Complaints Discussions in All Elsmar Forums Customer Complaints 0
L Creating a xlsx Customer Complaint file to track Complaints Excel .xls Spreadsheet Templates and Tools 2
D Can anyone share a Customer Complaint procedure not requiring logging complaints ? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
A Help me understand the applicability of 21 CFR Part 820.198 (Customer Complaints) 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 3
J Why are there Customer Complaints when the process is in control? Six Sigma 24
S FDA terms - Adverse Events, Medical Device Reporting, MAUDE and Customer Complaints US Food and Drug Administration (FDA) 1
G Corrective Action against Customer Complaints ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
S Customer Complaints - Categorization help requested Customer Complaints 2
W Investigating Medical Devices Customer Complaints US Food and Drug Administration (FDA) 5
J Quality Manager's role in Customer and Supplier Complaints Customer Complaints 10
T Help establishing a good Customer Complaints Procedure? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
D Responsibility of Distributor for Customer Complaints - How should we handle this Customer Complaints 5
G Medical Device GMP Requirements for Customer Complaints and Similar Investigations 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 10
T Risk based Impact Level related to Customer Complaints 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 2
V ISO10002:2004 (Guidelines for Handling Customer Complaints) Self Assessment Checklist Customer Complaints 5
A Resistance Welding Customer Complaints - Cracking and Pitting Root Causes Customer Complaints 4
M FMEA Occurrence Rating for Customer Claims (Complaints) FMEA and Control Plans 2
K Do all Customer Complaints require Root Cause Analysis? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
D Customer Complaints & Service Calls - FDA Requirements 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 14
somashekar Customer Feedback System including Customer Complaints - Documented Procedure ISO 13485:2016 - Medical Device Quality Management Systems 10
V Complaints Handling Responsibility - Customer Satisfaction - ISO 10002 Clause 5.3.2 Customer Complaints 9
D Customer Complaints and Visual Inspections - Process FMEAs FMEA and Control Plans 2
D Classification of Client (Customer) Complaints ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 12
R Consideration for Suppliers in ISO 9001 - Investigating customer complaints IATF 16949 - Automotive Quality Systems Standard 7
W Are all Customer Complaints considered as Nonconformities? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
Q In 8.5.2 needed both (CA and Customer complaints Procedures)? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 12
R Eliminating Cosmetic Issues and Customer Complaints Problem Solving, Root Cause Fault and Failure Analysis 14
D How to collect customer complaints/dissatisfactions during development phase? Customer Complaints 6
W Customer Complaints captured in CA (Corrective Action) Process Customer Complaints 12
D Mission for processing Customer Complaints Customer Complaints 5
V Management Review Meeting - Statistics for Customer Complaints and Non Conformances ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
Ajit Basrur How to document customer complaints from next door customer ? Customer Complaints 18
A Non-conformance tools and problem solving - Customer complaints Customer Complaints 4
D Improvements and difficulties in implementing customer complaints procedure ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 13
S ISO 10002:2004 (Guidelines for Handling Customer Complaints) Implementation Roadmap Customer Complaints 46
D Customer Complaints Formula - Number of complaints/number of transactions ? 100 Customer Complaints 7
K Creative Ways to Communicate Customer Complaints to Manufacturing. Customer Complaints 10
J How should customer complaints be handled to comply with ISO 9001? Customer Complaints 4
M Data Analysis Software Recommendations - Complaints, CAPA, NCMR, Customer Feedback Quality Assurance and Compliance Software Tools and Solutions 7

Similar threads

Top Bottom