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You should never accepted defective product airforce service but complaining the wrong way could -- your problem unresolved so how do you master the art of complaining.
Joining me now Tod marks senior projects editor for consumer reports Todd welcome back what people complain more often.
Well Jerry you know in the recent study by the University of Arizona -- -- that 61% of people didn't complain because they felt plain and simple wasn't worthwhile.
And that doesn't surprise me I think it's a lot of factors there's a feeling of hopelessness that no one -- Remember people -- currently passive aggressive and they like to get anger we don't like to do much about it there's also that fear of embarrassment humiliation and public debt repudiation in front of others that somehow you're going to be made to look foolish and stand out like a sore thumb.
You know it's appear -- failure again are just being ridiculous well.
And but you know what I have another one of the key things is I think today as we've become more technological we're so tight toward devices.
We are very much afraid of face to face interaction if we can't do it -- Phones we don't want to do it.
-- actually that social media can be the best way to complain right.
All absolutely the best way to complain today you don't Twitter has become.
The go to source for getting your your complaint out there because companies actually monitor.
Social networking sites like FaceBook like YouTube and they also go to Twitter.
And that -- -- monitoring play they're monitoring what's being said about them they do we look for references to their title.
And they jump on it because.
They know bad news travels fast and especially in this state you know that for every one person that has a problem that they blast that public eighteen people hear about it.
That's the rule again all the digital and social media so there's no wait that's way to do that though I -- hash tag the company name.
At what customers -- you know that's it had you know I had that's where on the way to do it but there are other ways to do it -- we don't want to just leave all the other folks out there who don't you socially.
The our message boards and discussion boards that you see -- Verizon he got a problem with that DeWitt with your phone provider.
You can go out of their discussion forms they monitor those things -- and again they react very quickly because bad news travels fast.
There's also some lower tech ways to deal with with problems.
But one of the great things I want what we did a survey here consumer reports -- find out why people don't complain what drives them nuts about.
About the problem solving experience.
We found out that there inability to get a -- person on the phone.
That was number one.
We can't -- -- well guess what -- some actual great services out there called -- human get dot com get human dot com and Lucy phone.
Dot com these are sites that will do a -- one of two things.
They will either like dialing and it will actually give you the way to get through all those phone prompts and menus to bypass automated systems.
And get polite person.
The other might lose people it's kind of great because you can actually give them your phone number and it's a service.
You you you -- server full -- you back when there's a live represented available so not or -- be waiting online for you.
-- our great ideas Todd how great ideas and of course I'm gonna add a couple more -- here they're actually years.
Make your pitch in person and bypass automated phone menus as the -- -- complaint to the Abbas.
Even CEO my husband did this recently.
With some sound odd stuff we've ordered in the mail it came -- everything wasn't there.
He -- the problem.
And he added the president's name and I mean -- tell you that thing got fixed so fast and make your -- spent Todd thanks for coming on tonight great to see you.
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