Do you want to complain about a complaint, or resolve a complaint?

Yesterday we received a very angry stream of messages from someone who couldn’t understand why they’d need to create a free account in order to file and resolve a complaint.

“Don’t you want to resolve the problem?” we asked. “How can they contact you to resolve your complaint if you won’t provide contact information?”

The response was straightforward.

“I don’t expect them to resolve my complaint,” messaged the would-be complainant. “I just want to register a complaint about their rudeness.”

Sorry, you’re on the wrong site.

We here at have never seen the point in venting and moaning. Sure, we may do it over the breakfast table with our spouses, or over lunch with our best buddies. But if we have a real problem? We just want to fix it. And we want the company to know what they did wrong, and how they can resolve the problem and keep us as customers.

That’s why, when you file a PeopleClaim, you need to say what you want to make things right—even if it’s just an apology.

Every business and professional makes a mistake now and then. It’s called being human. Sometimes a product is faulty, sometimes customer service is unresponsive, sometimes they just…blew it. And sometimes the customer is wrong—yes, customers can certainly be wrong—and the responding party needs to explain a policy or repair the claimant didn’t understand.

So we’re going to deliver your complaint to the company or professional, or to the individual who owes you money (even by certified mail if you want us to) and we’re going to give them the means to respond to you through our system, and hopefully resolve the problem.

A lawyer, for instance, might send a counter-offer to their client: “Cannot return entire retainer. Will return remainder of retainer after deduction of $150 for letter sent on your behalf; $850, check mailed today. Please close claim on receipt.”

The claim that amazed us was made by a customer of a very large credit card company. She just couldn’t get a comprehensible answer about a charge, no matter how hard she tried. We delivered her complaint to the president’s office and they called and explained the charge. Problem solved, for both parties, and hopefully the credit card company learned something about customer service.

Venting online may relieve your stress, but it rarely fixes the problem. That doesn’t seem very constructive to us.




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