rant: customer service issue -- at what point do you write a letter?

[crypticlogin]

So I'm trying to get something done and there's only one person in the organization that seems to be able to do what I need done. This guy's a regional manager so I'd bet there are more important, higher paying people he has to deal with but getting the cold shoulder for at least two weeks after a voicemail at least twice a week is unacceptable. To even *get* his phone number, I had to talk to get the run-around between at least two dozen frontline CSRs, try to get past four people and their voicemails (nobody returned the call -- I was lucky to catch someone before they headed home), and cross my fingers. Now I'm battling with this "sales operations manager" and his voicemail.

At what point do you write a letter to the head of the business division and say that this service is unacceptable? Would there be a disadvantage if the complaint was sent as an email? Anybody have any experience with doing something like this?

Thanks for any help or insight.

 

[imiloa]

I say you should write a letter now...and possibly send a complaint to the BBB

 

[crypticlogin]

<< I say you should write a letter now...and possibly send a complaint to the BBB >>



I'm just about at that point. Bump once for the evening crowd.

 

[TallBill]

its well known that a hardcopy physical letter gets much more accomplished then email or a phone call..