How Brands Respond to Complaints on Facebook

Facebook and other social networking sites have become a platform for consumers to reach out to brands that they like, and don’t like. Brands no longer have sole control as to how the conversation goes. The consumers now have the higher power on how brands are perceived online through forums, blogs and social networking sites.

Below are some examples of how brands respond to concerns raised by their customers through social networking platforms.

1. Singtel 

Singtel Response:

“We hear you. We would like to assure you that SingTel is committed to providing high-quality and consistent 3G and 4G mobile coverage to its customers. There are various factors that affect coverage, and these are due to the inherent nature of mobile technologies. These issues are not unique to the SingTel network and could affect customers of any operator. For example, users may sometimes experience weak reception in locations, such as basement car parks and lifts, where signals are blocked by walls and structures. SingTel has an ongoing programme to enhance and expand our mobile network. In the last 3 years, we have invested more than S$2 billion across our networks, including mobile. We are adding more base station sites islandwide and upgrading existing ones to handle more traffic.”

2. IKEA Malaysia

IKEA Malaysia Response: 

Dear Miriam,

We apologise that we haven’t gotten back to you right away and we thank you for your feedback to us.
We sincerely apologise for the experience that you and your friends had. It’s not the kind of shopping experience we would like our customers to have and we want to investigate further on this issue.

Could you kindly provide us with your contact details via Private Message so we could get in touch with you on this?

3. Bodyform

Bodyform Response:

Bonus: Was browsing through my NewsFeed and here’s a gem that I’ve found!