Phillip B.

Companies have taken all the pleasure out of complaining. In the old days, you could bring your problem to a manager, blow off a little steam and come away with a resolution and an apology. It's not so easy anymore. Instead, you're likely to discover that the teenage employee you wanted to complain about is the manager. Call the company's toll-free number, and you'll probably end up hopelessly lost in an automated phone system. Send an email, and you'll receive a scripted response that has nothing to do with your issue.

Some service problems need to be handled right away. You may be traveling, for instance, and find that your credit card has suddenly been cancelled. Or maybe you've received a bill for something you didn't buy. In cases like this, you must address the issue to a real human being who has the ability and the authority to resolve the issue.

Since the beginning of my situation with mode-5. What started as just minor difficulties quickly escalated into a huge drawn-out battle. Unfortunately, many people unknowingly cause customer complaint situations to escalate. I will say that I was one of them simply because I considered myself a loyal customer. I had a good relationship with the company in the past, and I really wanted to continue doing business there.

In this case, the tone that was taken with me was that of a trusted friend who pulls you aside to offer you a breath mint. From the very start they let me know that the situation was there fault. It was solved quickly and without hassle. They didn't need to know why the problem occurred or how difficult it may be to resolve. They just wanted a solution. My problem was addressed with the most urgent of care. I was given expedited shipping free of charge and even given free store credit to make up for any issues. A mistake was made and they went out of the way by focusing on the correction of this problem, simply because as a customer my business truly meant the world to them. I am a very satisfied and still very loyal customer and will continue to do business with them now as well as within the future.