Today I was reading a story on a person who was very upset about a product he bought to the point where he felt compelled to write an open letter to the company on various platforms in hopes to get attention for his issues. By the looks of it, the company doesn’t seem to be active on those sites and so his main readers were essentially average individuals who ultimately told him to try and contact the company directly.
I can see the logic to making a public post where if it gets a lot of traction then the company pretty much has no choice but to address versus giving them a private letter and risk having them just ignore it. With tat said, if the main goal is to get something solved such as bad quality service I often find going directly to the company first can usually generate results. Why? Funny enough, most people don’t do it and so when they receive a formal complaint, they often address it quickly.
If they still ignore you afterwards, at least you have a record of it and so that when you go public it would make your case even stronger. It probably feels better to just vent out public right away of course. But you may be surprised as mentioned on how many companies try and rectify complaints quickly. I have often heard people who literally e-mail Jeff Bezos of Amazon for a consumer complaint as an example where they then get their situation addressed quickly. Doesn’t sound real huh? But again, not many people do it as they assume the response will be a rejection of sort.