I have seen complaints about certain services and features, be it in games, in online services, in paid monetization methods, and DLCs/season passes, and they all have a common theme:
They rarely said they lodged a complaint or feedback straight to the companies.
It's either going to be on their social media presences, or on gaming forums, and then nothing happens thereafter. It gives off the impression of "Yes, we did it, we gave up. No use crying over spilt milk."
There is only a few people looking over the social media sites, but they have limited scope in terms of catching more feedback than they could by themselves. It is why tech support and customer support phone lines exists. They have the manpower and resources to handle more feedback coming their way than the few batches of people looking out on social media sites. And they are the front line for servicing you, and helping you get them to improve what is not up to par to your standards.
We have complained about business practices before, and actually did put a dent on stock markets once, but that really is just an outlier, a rare exception to the rule.
For services, there were times when we complained steadily and frequently, that it caused certain companies to jump back to the drawing board and think about how to tackle the problems better. These types of feedback have more oomphs and impact than the outlier above, so we should keep doing this, if a certain service is not what we wanted.
Consumer entitlement isn't really something that can be drawn separately entirely, because it's a very subjective thing that needs to be carefully said. Somehow "feedback" and "entitlement" tend to go hand-in-hand in some shape or form and getting misconstrued together, so I want to be clear on this. If a company is working on a feature, and the feature is still in development, it is fine to provide criticism and feedback, and keep expectations in check. If we are complaining about something the feature wasn't intended to do, or it isn't for us, then I personally think that is entitlement. If we are complaining about something the feature has, but it isn't doing its tasks right, then I personally think it's a feedback.
And tech support and customer support, they all accept them wholeheartedly (just don't bring personal attacks to them, that's bad manners.) Social media may not be welcoming for some entitlement/feedback in this day and age, so you do want to be careful about this.
So if you wanted a company to improve their services, or at least add and fix features, give them a customer support call and let them file a report for you. If you wanted a company to fix technical issues, give the tech support line a call and let them file a report for you. They need more reports than we think they do.
That's all.
They rarely said they lodged a complaint or feedback straight to the companies.
It's either going to be on their social media presences, or on gaming forums, and then nothing happens thereafter. It gives off the impression of "Yes, we did it, we gave up. No use crying over spilt milk."
There is only a few people looking over the social media sites, but they have limited scope in terms of catching more feedback than they could by themselves. It is why tech support and customer support phone lines exists. They have the manpower and resources to handle more feedback coming their way than the few batches of people looking out on social media sites. And they are the front line for servicing you, and helping you get them to improve what is not up to par to your standards.
We have complained about business practices before, and actually did put a dent on stock markets once, but that really is just an outlier, a rare exception to the rule.
For services, there were times when we complained steadily and frequently, that it caused certain companies to jump back to the drawing board and think about how to tackle the problems better. These types of feedback have more oomphs and impact than the outlier above, so we should keep doing this, if a certain service is not what we wanted.
Consumer entitlement isn't really something that can be drawn separately entirely, because it's a very subjective thing that needs to be carefully said. Somehow "feedback" and "entitlement" tend to go hand-in-hand in some shape or form and getting misconstrued together, so I want to be clear on this. If a company is working on a feature, and the feature is still in development, it is fine to provide criticism and feedback, and keep expectations in check. If we are complaining about something the feature wasn't intended to do, or it isn't for us, then I personally think that is entitlement. If we are complaining about something the feature has, but it isn't doing its tasks right, then I personally think it's a feedback.
And tech support and customer support, they all accept them wholeheartedly (just don't bring personal attacks to them, that's bad manners.) Social media may not be welcoming for some entitlement/feedback in this day and age, so you do want to be careful about this.
So if you wanted a company to improve their services, or at least add and fix features, give them a customer support call and let them file a report for you. If you wanted a company to fix technical issues, give the tech support line a call and let them file a report for you. They need more reports than we think they do.
That's all.
