Adhoc.Support is the world’s first advocacy community created to effectively manage and resolve customer problems and complaints! Like many other useful things, it was brought to life by a real and genuine challenge. This is nothing more than a complaint following the purchase of a poor service or a faulty product. Like we do ourselves, our friends, colleagues, relatives, you could say almost everyone has regularly run into a situation where a service or product they have bought is faulty or does not deliver the quality promised.
This is how we gained our first experience of complaints handling and realised that it is easy to complain, but not so easy to enforce our complaints!
Let’s see what usually happens during the handling of a complaint
To understand it properly, let’s look a little behind the complaint handling process.
A complaint is usually between two parties. There is us who bought the product and we are not satisfied with it, and there is the manufacturer who thinks the product is perfect. As you can see, we are on opposite sides of the same coin. What makes our situation even more difficult is that we are not normally experienced complainants, but in many cases it is an experienced and trained complaints handler or team of staff at the manufacturer or supplier who handle our case, usually together with many others.
Since we are not usually familiar with the complaints handling process, and the other side has a daily routine, an unequal fight starts, whereby almost 80% of the consumers who make a complaint give up after the first or second rejection, saying it is not worth the time and effort.
This is mainly because people are unaware that a multinational that sells products or services uses predefined clichés to handle complaints, and that these clichés rely heavily on human habits and psychology. They know that humans are fundamentally conflict-averse and do not like to argue in the long term. It is for this reason that our freshly submitted complaint is followed a few days later by an intelligently worded letter assuring us that they understand our problems, but rejecting our complaint because they did not find it justified, and their subsequent feedback is usually automatically rejected again.
They do this a couple of times, hoping that a good number of the people who make a complaint will give up and drop out after the first or second rejection.
Even those who get through the first sieve have not won the battle because, although they are apparently dealt with, the process becomes a never-ending story, usually taking weeks or even months to reach the point where they approve our claim and compensate us.
They usually do this because they know that around 70-80% of people who make a claim will give up early or settle for partial compensation, because it is not worth the hassle.
However, we started to investigate whether these are isolated cases, or whether it is just that the problems are not unique, but that the problems occur independently of each other in time and space. In our research we found that the cases are usually not unique, but that the individuals who experience them are not aware that others have experienced the same problem independently.
The above experiences have led us to the conclusion that it would be time for someone to take over the hassle of the whole complaint process from the individual, to save them time and money. On the other hand, what if, in the form of an advocacy community, we could collect independent individual cases, regardless of time and place, using the Internet, and then use the power of the community to take collective action against manufacturers and service providers.
The Adhoc.Support Advocacy Community aims to solve this problem by helping individuals to find the best possible solution to their interests using the power of the community. On the other hand, to help community members to make the best decision before they buy, by providing feedback from individual experiences in the form of complaints, and to help suppliers and manufacturers to improve the quality of products and services by providing feedback from customers.
The fact that you’ve come this far and have already decided in your head that you like the way of thinking itself, in addition to the strength of the community, is proof that we’re articulate and clear enough. That’s why more and more people are joining the Adhoc.Support advocacy community.