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FAQ

FAQ - btc.gripe

Creating multiple accounts is not allowed as a precaution to make tracking complaints more manageable and to prevent the possibility of false and defamatory complaint writing.

To submit a complaint on our site, you need to be a member. Complaints cannot be written without being a member and without Email verification. Please note that the accuracy of the contact information you provide during registration is crucial in the resolution of your complaints!

Being a member is necessary to provide more effective solutions to your complaints and to allow companies wanting to provide a solution to reach you.

Writing complaints is crucial for resolving your issues. It allows companies that are sensitive to complaints and customer satisfaction to identify areas of improvement and generate solutions. For companies that are less responsive, it serves as a warning to prevent potential grievances.

Anyone who has experienced issues with products or services and has been unable to find a solution can write a complaint by creating an account and completing Email verification.

When writing a complaint about any product or service, please consider the following:

To improve readability and ensure quick publication on Btc.gripe, there is a character limit of 2,500 for complaints. The minimum requirement is 250 characters, and the maximum is 2,500 characters. This limit helps to obtain sufficient details for understanding the complaint without additional questions or comments.

You can add positive or negative developments, thank you messages, or additional information or questions to your published complaint using the "Reply" button beneath your complaint.

You can edit or modify your complaint or comment text by contacting our Support Line, mentioning your complaint number. Necessary edits can be made either by providing a detailed notification to us or by deleting your existing complaint and creating a new one after making the necessary changes.

Attaching relevant information and documents to your complaint can increase its effectiveness and expedite the resolution process.

For photos, valid formats are jpeg, jpg, gif, png; for videos, valid formats are mp4 and mov, with a file size limit of 100 MB.

You can attach photos or videos to your complaint by using the "Add Photo/Video" button during the complaint writing process or in your comments later.

(Valid formats: jpeg, jpg, gif, png for photos; mp4 and mov for videos; file size limit: 100 MB.)

As a preventive measure against false complaints, in some cases, we may request documents demonstrating that you have received the relevant service. It is important to send the requested documents within the specified time frame for verification purposes. Failure to provide the requested documents within the specified time may result in the removal of the related complaints.

Are we asking for your ID number?

This information is requested optionally during the complaint writing process to be used for resolution purposes and to expedite the process. Your personal information is only transmitted to the company concerned with the complaint and is not published. Therefore, there is no need for concern.

All complaint texts are thoroughly reviewed by our editors to prevent users from encountering possible legal issues. After this review, your complaints, which have passed through our editors' editing, are published. Please note that complaints containing offensive content such as insults, threats, harassment, defamation; revealing personal information of other users such as phone numbers, email addresses, and company names; as well as complaints that belittle the religion, language, gender, race, ethnicity, or nationality of individuals or groups, will not pass moderator approval.

Complaints undergo the editing stage to prevent legal issues for those who write complaints. The content of the complaint is not changed, but possible ambiguity is corrected, spelling mistakes are fixed, and content containing insults, offensive language, accusations, defamation, or curses is removed. Complaints are prepared for publication in compliance with competition and trademark laws. Expressions with guiding content are also evaluated in the same context.

Regarding complaint titles, efforts are made to provide them as informative and summary as possible about the content of the complaints.

In addition, it should be noted that without a court decision, no person or institution can make accusations such as "fraudulent, thief, swindler" against any person or institution, and such expressions cannot be published by us.

If you believe that your complaint has been incorrectly modified after these arrangements, it will be reconsidered if you specify the changed part along with your complaint number.

Your complaint is forwarded to the company as soon as it is written. However, the actions to be taken after this stage are at the discretion of the companies, as each company's approach to customers and complaints is different. If a company prioritizes customer satisfaction and is actively seeking a solution, they will contact you. However, since we do not have the power to enforce any actions, we cannot provide information about whether companies will respond, communicate with you, or resolve the issues.

Your complaints and comments, complete with your full name, Email verification, and the Editorial (Control) process completed, are sent to the relevant companies and published on our site. We notify the companies about the complaints for resolution. Our site's high click and view rates act as a deterrent for companies and serve as an incentive to resolve your complaints. However, the actions to be taken after this stage are at the discretion of the companies.

We, as Btc.gripe, never decide on your behalf and say that your "complaint has been resolved." If there is a response from the company, we only state that it has been "answered." The fact that this answer may be a template response or does not contain a solution does not change the fact that it is an "answer." Whether your complaints are "resolved" or not is determined by your "Comments," "Thank You Messages," and the "Positive Survey Ratings" you provide.

In addition, there are many companies that provide personalized solutions but do not explicitly state them in writing to prevent them from being a precedent for other customers (or malicious users seeking benefits). Satisfied customers who have received real solutions express this with thank-you messages.

If you want, you can inform other users by finding your relevant complaint in the "My Complaints" section through the member login and writing in the "Answer" section on the detail page, along with your complaint number. Sharing developments in your complaints through "Complainant Comments" and "Thank You Messages" and providing "Positive Survey Ratings" helps rank companies, inform other consumers, and make decisions.

You can make your complaint reach more people by sharing it on your social media channels.

You can reach other members who have information about the resolution process or the complaint by using the comment section below their complaints and stating your contact request.

The Customer Satisfaction Score is calculated based on the satisfaction question conveyed to the brand's customers at the end of the complaint process.

Btc.gripe offers a platform for brands that want to communicate with their customers, solve problems, and achieve success by improving their services. Brands that respond to and resolve complaints show their customers that they care about them, making them preferred by potential customers.
Firms can optionally purchase the paid features offered by Btc.gripe's corporate membership. Paid features include satisfaction and competition analysis, promotional tools, and other products for professional use.

To prevent potential legal issues for complainants and to avoid false thank-you messages, all comment and response texts, including thank-you messages, are thoroughly checked by our system and relevant team. All false or manipulative thank-you messages are canceled, and interventions are made in the relevant profiles.

Btc.gripe's mission is to act as a bridge between companies and consumers. In your complaints published on the homepage and viewable by everyone, only your name is visible; your last name and contact information are not included.
However, for the purpose of helping the complained-about companies provide a solution and due to legal obligations, complainant information can only be shared with the companies concerned. No information is shared with third parties.

Unfortunately, there are companies that strive to delete complaints rather than solve them by engaging in legal follow-ups or intimidation. In such cases, if your complaint is not false or for defamation purposes and you have evidence such as photos, videos, invoices, contracts, etc., even if the complaint goes to court, we don't think you need to worry. If you have described your complaint as it happened, it will likely be evaluated within the scope of the constitutional right to "complaint." However, we would like to remind you that the initiative and responsibility in this regard belong to you.