Complaints & Comments

Why is it we're all so eager to complain about stuff when it goes wrong, but we don't like giving positive feedback when it goes right?

I understand that's a very British thing, because Americans seem to be all about positive reinforcement. I can't speak on the rest of Europe though, but with their hugging and kissing I imagine they're far more likely to tell you how well you've done than here in the UK.

I mention it because of my experience with E-on last night (or Powergen for those who prefer that name). I'll brush over the story to give the history.
We moved house in December, and attempted a change of address. Several times, in fact. Turns out they all failed, both online and via the phone. As a result we didn't get a bill in the new place and a few weeks ago we got a "to the occupier" disconnection notice. When I called them up to tell them the problem they weren't all that helpful.
Until Sue.
Sue is our new saviour and I can't praise her highly enough. She investigated the issue and not only did she manage to knock £300 off the bill (which was sitting at £1100-ish before that), she also set up a repayment scheme within our budget. AND she called me back like she said she would!

So I went to the E-on website to make a comment about how pleased I was with the service from Sue. But there's no positive comments section at all. A massive section for complaints, with backup methods and the like, but nothing on positive feedback. Typical.

There was an email address for the Director of Customer Services, so I used that instead with a note to say that there is no positive feedback system on the site. But I felt that she broke tradition so much with actually being helpful that she deserves some credit for it. And now she gets a blog post and everything!
So hopefully that'll bring about some kind of cosmic or karmic justice.

I'm clearly getting soft in my old age...