(08 Apr 2017, 10:00 pm)Andreos1 wrote A strongly worded email only has an affect if the recipient gives a toss.
If the recipient doesn't give a toss, you just have to publically humiliate them.
Maybe embarrass them and use word of mouth as your tool.
Most large companies don't give a toss in my opinion. They're not saying 'sorry' to you because they mean it, but more that because its what they think you want to hear. However, two of the best I've had the pleasure of dealing with though - Virgin Trains East Coast and Sainsburys.
I had an issue with the service on one leg of a 1st advance ticket, and VTEC gave me a 1st class return complimentary ticket, valid anywhere on their network, to compensate. Well over and above what I would have expected.
Sainsburys (energy) - perhaps the first energy company that I've dealt with, where I haven't gotten off the phone and wanted to scream. A good onshore customer services team, where I got the impression they genuinely wanted to help. I think they're based in Wales somewhere, based on their accents!