Does creativity pay when it comes to complaining?

Complaining by letter or email is not the only way of making your voice heard these days.

Some creative people have launched their complaints through websites, YouTube, Twitter and discussion groups. A few creative examples that went viral are: ·

• Adam Brimo was tired of waiting on hold for Vodafone customer service so he set up a website, http://www.vodafail.com. He used Facebook, Twitter and an internet technology discussion group to alert other Vodafone users. He and his followers were not alone in complaining about Vodafone at the time, but his site had an impact and I understand Vodafone is working to improve its service. (I am not a Vodafone user so can’t state that categorically.) ·

• When an airline refused to compensate musician Dave Carroll for bag handlers breaking his guitar, Dave posted a song on YouTube. The airline eventually offered some compensation, which Dave refused. He didn’t lose out though – the guitar company gave him two new guitars and his music career got a boost. http://www.youtube.com/watch?v=5YGc4zOqozo&noredirect=1

• Have you heard about a woman called Keara O'Neill who was abused by a retail assistant in trendy Chapel Street, Melbourne? An email from the company's area manager in response to her complaint went viral, impacting so badly on the brand that the company closed its Facebook page. Read an article in the Herald Sun that attracted 412 comments at http://bit.ly/nLI52s 

Well-crafted complaints can have an impact and a bad response from a company can affect a brand.

Have you used any creative methods to complain that have achieved results?

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