I wrote a few weeks back about filing a complaint to Speedstick because of some deodorant that left a rash when I used it. I decided to file the complaint in three different ways to see if there was any difference: by email, by phone and by regular mail. I received the last response this Saturday.
The verdict? All responded in basically the same way with a letter enclosed and the same coupons. These included a coupon for a free stick of Speedstick plus 13 more coupons worth $8.75 on Colgate-Palmolive products, several of which I will use.
In this case, what it has taught me is that I will likely email my complaints in the future unless it is a complaint that I feel I can’t express that way. Why? Time and effort. Although calling by phone allowed me to give more details to the company about the exact problem, it also took a lot longer to get all the information across. The regular mail took time basically the same time as the email, but cost me money to send the letter and the time to get a response was over a week later than the other two ways to contact the company. Therefore, email resulted in the same response for the least amount of time and effort on my part. If I wanted more than there basic response, however, I would certainly call.