DEC-15: PUBLIC INTEREST
Use social media to resolve your complaintsPosting complaints on social networking sites empowers consumers and keeps companies on their toes
Social media is gradually becoming the voice of the modern consumer. If you are tired of complaining about your product or service with no response or action by the companies, post your complaint on social networking sites like Facebook and Twitter.
How to post your complaints?
- Locate the service providerâ€™s page: If you want to register a complaint about your faulty refrigerator, login to your Facebook or Twitter account. In the search bar, look for pages on the company. Make a choice keeping two things in mind: product category and country/region.
- Subscribe to the page: Once you are on the appropriate page, â€˜subscribeâ€™ to it. On Twitter, click â€˜Followâ€™, while on Facebook, click â€˜Likeâ€™ to subscribe. Most pages allow you to post text, share links or photographs.
- Be clear and precise while posting your complaint: Describe your problem in brief; mention the complaint no. if you have contacted the companyâ€™s customer care before. Donâ€™t forget to leave your contact information – complete name, number and email ID. In case you donâ€™t want to give your contact number on a public domain, avail yourself of the option of â€˜Messageâ€™ on Facebook or â€˜Direct Messageâ€™ or DM on Twitter.
- Follow-up: Keep checking your e-mail, Facebook and Twitter accounts for notifications and updates.
- Get creative: If your newly purchased mobile phone has got a crack on the body, share the picture of the damaged portion, with the companyâ€™s logo visible and write the model, bill and warranty no. in the text box.
- Sharing web links: Your washing machine motor has been replaced twice since its purchase. Before you register a complaint on the companyâ€™s Facebook or Twitter page, surf the Internet for reviews, articles and complaints on the same model. You can attach their link with your complaint.
Facebook or Twitter?
If you have complaints with mobile phone services, visit the companyâ€™s Indiaâ€™s page on both Twitter and Facebook. Check if it has been updated with recent posts and if consumer queries have been answered of late. Choose the one that is more frequently updated. Both these networks have facilities for posting photos or attaching links to Web Pages. Twitter has a limitation of 140 characters, while Facebook does not have character restrictions on posts.
Posting Do’s and Don’ts
While posting, know that there are legal implications.
Be truthful: Ensure whatever you post is backed with authentic facts.
Avoid personal attacks: Always address the companies in general rather than targeting any particular person. It could put you in trouble for defamation.
Be polite and specific: A company entertaining your complaint on a public forum means it values you as a consumer. Therefore, it is best to be polite and specific about what your problem is and what you seek.