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Peter Cheales owns and
operates this very popular website where consumers can praise or
complain about a company or service. Peter then contacts the
company in question on your behalf and posts any feedback on his
website.
Some companies do respond and others refuse to
respond. Volkswagen is one of those companies who refuse to
respond to Peter's attempts at assisting consumers.
The website receives an average of 1 500 visitors a
day. Despite the fact that Volkswagen refuses to respond, it is
still a good way of building a database of praise and complaints.
Peter Cheales said in an article: "The
argument (of those who refuse to sign up) that they have their own
complaints handling procedures is consistent with a naive and backward
management, so focused on specific channels of communication that it is
not prepared to look outside the box."
"In
such cases the consumer is left high and dry if they don't have the
benefit of the intervention of an outside body," he said.
"To refuse to accept input from someone outside of their
organisation on behalf of their customers is blatant arrogance." |
