A recent message recommended that, if we decide not to use a company
because of defective customer service, we write explaining why in clear,
rational terms. I concur because in at least some cases it does work.
When a certain test equipment company some years back first advertised in
ham radio sources, I order a counter and ran into one of the most
confusing situations when it failed within warrantee. I finally wrote the
company president and explained my frustration with a blow-by-blow
description of events. He wrote back with a. an apology, b. a working
unit, and c. a request for permission to use my letter as a vehicle for
correcting some interdepartmental communications breakdowns that had
occurred during rapid growth. The company still has my respect (and an
Not every company may go this far in responding to customer
dissatisfaction, but you never know when a well written and well-placed
letter will create a turn-around. However, to make a turn-around, the
company needs facts about the problem more than they need harsh words.
Just knowing that you will not use them again and may spread the word
about your experiences is enough harshness--situational facts are the
vehicle for corrections, if they choose to make them.
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