Living in Shanghai is not easy. You often find out something does not work or you were treated badly, you need to know how to complain. My reader sent me the story that his wallet disappeared when he passed he security check of Shanghai Airport. He put the wallet into the X-Ray machine but it didn’t come out. The staff their didn’t do anything and they didn’t want to explain. He had his last choice to write to me to ask about how to complain.
Here are my suggestions.
Judge Type of the Business
Depending on the types of the business, you take different actions.
For private businesses, including those foreign invested businesses, to talk to the manager is an effective way. If the customer, which is you, is not happy, the business owner is losing money. They know that and they will try to fix it.
For state-owned business, well, forget about the idea to talk to the manager. I complained to Cui Gong Hotel, a five star hotel in Beijing for failing to ring my morning call and over charged me, I only got the response from their high level manager that “You know, it is a state-owned hotel. I hate to work here. I know many things went wrong, but there is nothing I can do to fix it. That is the reason I am looking for another job.” Ha. It was funny. I complained to Bank of China. I drove there that day only to find out their computer system of the specific business was shutdown already. The Branch General Manager met me and said “I accept what you are complaining and I understand it, but there is nothing we can do. We have complained many time. I suggest you to complain to the head quarter. If you do, you are doing a favor of us.” He even helped me on how to reach their complain department. I guess the Pudong Airport case falls into this category.
For specific industry, there are industry wide complain hotlines. For taxi service, call +86-21-63232150. They supervise all taxi companies in Shanghai. For consumer product, call Consumer Protection Line +86-21-12315.
If you cannot find the right channel to complain, try to call media. It sometime works. At least there is someone on the other side of the phone line, willing to listen to what you say. I called many times before (on the always-on-red-light, on the typo-in-Shanghao-metro), and reporters will come to talk with me.
Xin Min Wan Bao: 021-962288
Oriental TV: 021-58702626
East Radio Station: 021-62780792