Help with a complaint email

[monarchsfan16]

Our local ABC affiliate has chosen to show the Disney Christmas parade at 3 am the day AFTER Christmas. Not that it will make a difference, but I want to send an email voicing my disgust at their choice. The other ABC affiliate that we get (that one is from Boston) is showing the Pats all day long. WMUR isn't even doing that; they're showing cartoons. I've typed up a preliminary email; I'd appreciate any comments/recommendations/etc.
Dear WMUR,
I wanted to express my disappointment in your selection of programs to be shown on Christmas morning. I believe that your choice to not show the Disney Christmas parade until 3 am the day after Christmas is a true mistake. You will disappoint hundreds, if not thousands, of children and adults across the state of NH. I have watched that parade every Christmas that I can remember, except for the year that it was not televised at all. It is a Christmas tradition in my home, and because you have made such a mistake, we will be reconsidering our decision to use you for our regular news viewing in the future.

 

[navigatorofthewind]

Sounds to emotional and I would ignore it if I received it. Take out the terrible mistake part.

 

[bicker]

I agree. Loaded language and exhortations aren't going to lend credibility as much as well-reasoned and balanced feedback.

For example, there is no need for the word "true" in "true mistake" (it's actually unclear what you even mean by that -- what is an untrue mistake?)

Unless you provide them evidence to that effect, don't try to speak for others ("hundreds, if not thousands"). You can speak authoritatively about your own disappointment, and perhaps also with regard to that of your family. That part about your family tradition is good.

Also, the threat at the end seems like grandstanding. It doesn't ring true, especially given that none of the other stations are presenting the parade at all.

 

[faireygod mother]

I would remove " I have watched that parade every Christmas that I can remember, except for the year that it was not televised at all." and "true" mistake. A mistake is a mistake, even if it is your opinion. You actually might want to say that "in my opinion this is a mistake."

To say that it is a family tradition speaks for its self. Otherwise it sounds straight to the point.

 

[monarchsfan16]

Thanks for the comments. Is this better?

Dear WMUR,
I wanted to express my disappointment in your selection of programs to be shown on Christmas morning. I believe that your choice to not show the Disney Christmas parade until 3 am the day after Christmas is a mistake. You will disappoint many with your decision. 3 am is not a time when the majority of the population is awake, not to mention the fact that showing it the day after Christmas defeats the purpose of a Christmas parade. The parade is a Christmas tradition in my home, and because you have made such a mistake, we will be reconsidering our decision to use you for our regular news viewing in the future. This is the type of mistake that we count on WCVB in Boston to make (and they are too), but your station normally makes more intelligent programming decisions than this. On behalf of my family, longtime viewers of WMUR, we are highly disappointed.

 

[bicker]

I still believe you need reduce the number of times you use the word "mistake" to no more than one. You've got that word in there three times. Also, you're still using loaded language and exhortations instead of projecting perspective and balance.

I'd send them something like this:

Dear <insert name of Program Manager here>,

I believe that your choice not to show the Disney Christmas Parade on Christmas morning is a mistake. This decision will disappoint me and member of my family, as the parade has been a Christmas tradition in my home for many years. Furthermore, since the Christmas Parade is a family-oriented program, it doesn't make sense to broadcast it at 3 am, instead of a time most families can share the experience together for Christmas.

T.

 

[WebmasterMaryJo]

Thanks for the comments. Is this better?

Dear WMUR,
I wanted to express my disappointment in your selection of programs to be shown on Christmas morning. I believe that your choice to not show the Disney Christmas parade until 3 am the day after Christmas is a mistake. You will disappoint many with your decision. 3 am is not a time when the majority of the population is awake, not to mention the fact that showing it the day after Christmas defeats the purpose of a Christmas parade.

I like this part so far.

The parade is a Christmas tradition in my home, and because you have made such a mistake, we will be reconsidering our decision to use you for our regular news viewing in the future.

Are you really going to reconsider watching them in the future? It sounds too much like an empty promise/threat to me, and I wouldn't include that in your email.

This is the type of mistake that we count on WCVB in Boston to make (and they are too), but your station normally makes more intelligent programming decisions than this.

Why mention another station?

On behalf of my family, longtime viewers of WMUR, we are highly disappointed.

I like this, too, but would add that you hope next year that they will give better consideration to their audience when making decisions what will go on the air.


Good luck.

 

[bicker]

would add that you hope next year that they will give better consideration to their audience when making decisions what will go on the air.

Yes, yes! Very good point.

 

[monarchsfan16]

Alright, mistake has been cut down, and I cut out the threat (though I have honestly boycotted the station, because there are many stations around the country actually showing it rather than foolish cartoons).

Dear WMUR,
I wanted to express my disappointment in your selection of programs to be shown on Christmas morning. I believe that your choice to not show the Disney Christmas parade until 3 am the day after Christmas is a mistake. You will disappoint many with your decision. 3 am is not a time when we are awake, not to mention the fact that showing it the day after Christmas defeats the purpose of a Christmas parade. The parade is a Christmas tradition in my home and not being able to view it Christmas morning is a great disappointment. This is the type of decision that we count on WCVB in Boston to make (and they are too), but your station normally makes more intelligent programming decisions than this. On behalf of my entire family, long time residents of the state of New Hampshire, and longtime viewers of WMUR, we are highly disappointed.

 

[monarchsfan16]

I like this, too, but would add that you hope next year that they will give better consideration to their audience when making decisions what will go on the air.

I like this and will add it. I've also brought the other station in because they are their competitor, but will reconsider putting it in there.

 

[Beth76]

I would just make it more simple. Tell them that you're not happy. There's no need for idle threats---they don't care about that. There's no need to bring up that another affiliate is actually in agreement with them. The only difference your email will make is if they receive thousands of other complaints. Then maybe they will run it next year. So the only thing you need to convey is that you're unhappy. It doesn't even need to be well thought out. Just another slash to put on the "not happy" list.

 

[stinkerbelle]

Ya know what I would do?
Have your child write it.

what kills an adult more then to hear this DIRECTLY from a child?

An adult telling an adult they made a mistake will kinda be washed over...but have a few kids make a stink about an adult killing some part of christmas....THERE's a story.

JMO

 

[cardaway]

I would just chalk this up to being is a one time issue and let it go.

How often does Christmas fall on Sunday?

I would bet it was a tough decision. They have to know the ratings will be much lower on Monday. They also know the ratings for whatever they kept on Sunday will be higher.

 

[bicker]

I'm not so sure that's it. This isn't the first time WCVB has programmed against the Christmas Parade. My understanding is that while its ratings aren't horrible, the demographics for it really suck badly, and so they cannot command even the type of rates for commercials that they get from just-plain-cartoons (probably because they cannot hope to put such exploitative commercials on for children while their parents are watching too!), much less the very high rates they can get from the sports programming WCVB (at least) is broadcasting.

Anyway, I still think the letter is going to come across as too off-balance, and be discounted as a result. Sorry.

 

[monarchsfan16]

Ya know what I would do?
Have your child write it.

what kills an adult more then to hear this DIRECTLY from a child?

An adult telling an adult they made a mistake will kinda be washed over...but have a few kids make a stink about an adult killing some part of christmas....THERE's a story.

JMO

I am the child. Granted I'm 19, but I'm one of the kids in the family, and the one that was most disgusted by it

 

[Mickey's sunshine]

I work in the complaint department at my job and I have to agree with most of this:

I would just make it more simple. Tell them that you're not happy. There's no need for idle threats---they don't care about that. There's no need to bring up that another affiliate is actually in agreement with them. The only difference your email will make is if they receive thousands of other complaints. Then maybe they will run it next year. So the only thing you need to convey is that you're unhappy. It doesn't even need to be well thought out. Just another slash to put on the "not happy" list.

Like Bicker said, be direct. Like he/she (sorry bicker, not sure if you are male or female) posted what they would send - that sounds good.

 

[bicker]

Like he/she (sorry bicker, not sure if you are male or female) posted what they would send - that sounds good.

Let me check with my wife when she gets home.

 

[Mickey's sunshine]

LOL, here at work I keep all the signatures turned off so that does not help either, SIR. LOL.

 

[bicker]

Nah, my sig wouldn't help, since we're both there standing next to each other.

I actually have started using Firefox, and block just images from the sites that are the source of images in signatures that my employer might not appreciate having to download continually. That's a really neat feature, seemingly focused clearly on making surfing discussion boards easier. You still see the signatures, just not the images.