Tech brands in SA compliments and complaints
HelloPeter has become the go-to website for many consumers to complain about bad service in the hopes that they will receive better support than official channels may have afforded them.
Users can also elect to post compliments, but as may be expected from such services, users are generally inspired to post when something goes wrong.
Companies may respond to complaints, but they need to sign up as a “Company who responds” and pay for the privilege – a business model which has been criticised.
An argument for this business model is the fact that many companies do sign up to respond, with 1,444 companies registered at the time of writing, and that problems customers have are often resolved through the service which HelloPeter provides.
With its large user base, HelloPeter’s statistics can be helpful to gauge how satisfied customers are with a particular brand.
A high number of complaints (with very few compliments) are likely to point to poor customer service, while lower complaint levels should show the inverse.
Certain technology brands received so little feedback over the last 12 months that it is difficult to draw conclusions from the data, however.
| Manufacturer / Supplier | Total feedback | Compliments | Complaints | Compliments % | Complaints % |
|---|---|---|---|---|---|
| Samsung South Africa | 509 | 90 | 419 | 18% | 82% |
| LG Electronics | 279 | 38 | 241 | 14% | 86% |
| Nokia | 203 | 6 | 197 | 3% | 97% |
| BlackBerry / RIM | 191 | 4 | 187 | 2% | 98% |
| Hewlett Packard | 163 | 11 | 152 | 7% | 93% |
| Sony | 100 | 29 | 71 | 29% | 71% |
| Sony Ericsson | 89 | 12 | 77 | 13% | 87% |
| Acer Africa | 82 | 14 | 68 | 17% | 83% |
| Apple South Africa | 74 | 14 | 60 | 19% | 81% |
| Dell Computers | 68 | 20 | 48 | 29% | 71% |
| HTC / Leaf | 64 | 7 | 57 | 11% | 89% |
| Microsoft | 34 | 5 | 29 | 15% | 85% |
| Apple Store | 19 | 2 | 17 | 11% | 89% |
| Fujitsu | 12 | 3 | 9 | 25% | 75% |
| Toshiba | 9 | 0 | 9 | 0% | 100% |
| Core Group | 8 | 2 | 6 | 25% | 75% |
| Asus South Africa | 4 | 2 | 2 | 50% | 50% |
| Motorola | 3 | 1 | 2 | 33% | 67% |
Some interesting statistics worth highlighting are:
- Samsung South Africa has almost double the feedback of the next nearest brand, LG.
- Nokia and BlackBerry each have a lot of feedback of which the vast majority are complaints. This is likely caused by the fact that neither company respond on HelloPeter.
- HP (Hewlett Packard) also has a high ratio of complaints, and it is a company that responds.
Loading ...