How long to hear back from Customer Care

Discussion in 'United Airlines | MileagePlus' started by hulagrrl210, Nov 16, 2012.  |  Print Topic

  1. hulagrrl210
    Original Member

    hulagrrl210 Gold Member

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    I wrote to them (snail mail) over 2 months ago and still haven't had any response? I was wondering what others' experiences were. Is this normal? I am Premier Platinum (Gold at the time of the complaint) Time to follow up yet?
     
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  2. AZjohn

    AZjohn Silver Member

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    Though I never snail mailed UA, waiting 2 months for any company to reply is a joke IMHO.

    JFYI, I wrote UA (through their online form) just the other week about an error regarding award fees and they replied back in <12 hours, which was a shock for me. And the reply did acknowledge their error and <24 hours later there was credit on my CC account from them. I do appreciate their prompt action this time around.
     
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  3. HiIslands
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    HiIslands Silver Member

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    I too have gotten very slow response from mailed complaints (months), a little faster response from emailed concerns (2 weeks) but the very fastest response from calling customer care. (Sounds as if I complain a lot but this is my experience over the past few years and I realize that things have changed.)

    I would call them, tell them you got no response to a written concern and see what happens.

    Good luck!
     
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  4. Flyer1976
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    Flyer1976 Gold Member

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    Lately UA has replied to my comments/compliments with a turnaround time of less than 24 hours! :-:
     
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  5. KenInEscazu

    KenInEscazu Gold Member

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    They were absolutely ignoring all correspondence for the first few months after the 3/3 disaster (IME). I had several very serious issues that never were answered. Recently, however, they seem to be focused on responding promptly, although the resolution itself may take a while.

    I don't complain a lot, but for a while after the merger they were just so bad that I had to in order to keep from feeling like a door mat. It still irritates me to think about the amount of inconvenience they caused me without the courtesy of a reply. Late I would have understood, but never? Have they no pride?
     
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  6. Flying Machine

    Flying Machine Silver Member

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    Nice to hear that. I am a 1P and have an issue or two to write about. Did you use the online form? Isnt 1K/1Pvoice no longer active? Thanks and Safe Travels
     
  7. Flyer1976
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    Flyer1976 Gold Member

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    I used the online feedback form and was pleased with the quicker turnaround times lately.

    Sent from my iPhone using milepoint
     
  8. sfogate
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    sfogate Gold Member

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    Your best way to communicate is with email on the website. Sometimes a response might take awhile if they need to contact an employee for insight or further information.
     
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  9. hulagrrl210
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    hulagrrl210 Gold Member

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    I followed up via the online form last week and still no response...
     
  10. Black Cloud
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    Black Cloud Gold Member

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    Just a thought, but it might be the way you're complaining.

    2 weeks ago I sent a note via the 1k voice email and received a response within 4 hours. My issue was clearly identifiable (wasn't abstract or overarching, they could clearly trace it back to a singular incident), clearly a service snafu, and I was very succinct in what relaying what happened, how it impacted me, and what I expected as a resolution.

    I rarely reach out to UA so I tend to think they "jump a little higher" when I do send them a note.

    Not saying you're not doing any of that, just trying to provide some helpful feedback.
     
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  11. Flyer1976
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    Flyer1976 Gold Member

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    Well they need to recoup some of their losses from your Black Cloudiness at some point. ;)
     
  12. hulagrrl210
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    hulagrrl210 Gold Member

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    Still waiting...
     
  13. Flyer1976
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    Flyer1976 Gold Member

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    Check your MP Inbox.

    Sent from my iPhone using milepoint
     

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