Residents respond: Are online complaints effective?
Residents from Dobsonville, Discovery, Witpoortjie and Helderkruin answer the significant question.
A journalist took to the streets to get residents’ commentary on the recent release of statistics from the office of the Ombudsman of Long-term Insurance.
On Friday 11 April the Record posed a question of whether online complaints are effectively dealt with to six residents of varying ages and demographics. The question had arisen from the release of and comment on statistics from the office of the Ombudsman of Long-term Insurance, where Ombudsman Ron McLaren said that the rush to complain on social media is seen as an alternative to traditional consumer recourse. Of the six residents four were convinced that it might be an effective solution given that the company gives a timely response and resolve while two residents could not agree to that standard. Two residents had never personally complained online.
“I think some companies do respond but in my experience it does not work to complain online.
“I had not arrived at a resolution that way,” said Victor Haomgwane (25) that resides in Soweto.
“We do put a lot of our complaints online as a community — however, when those complaints are dealt with is really the question here.
“I think its an unnecessarily retarded process,” said Christopher Marathane (39) that resides in Helderkruin.
Both Busi Makhatini (52) and Orah Matjila (42) from Dobsonville, Soweto, have never referred their complaints to social media networks.
“I have never encountered a response problem because I have never taken my complaint online,” said Makhatini, while Matjila said, “I never complained online either, but online complaints should be tended to quickly because they can be damaging to a company’s reputation”.
Nic Myburgh (17) that resides in Witpoortjie concurred.
“Complaining on social media is actually very effective because, suddenly, the complaint is public.
“When the complaint is public the company will [have to] care, because it damages their image.”
Susan Harkema (42) that resides in Discovery has had a few previous encounters with online complaints.
“My husband has published his complaints on HelloPeter.com before.
“It isn’t a fast process but in a way the online complaint helped his situation.
“He went back to the website when the issue was resolved and gave them a positive rating in terms of feedback.”
https://www.youtube.com/watch?v=W6K1nrqILLw&feature=youtu.be
