I have unfortunately had to write three letters of complaint recently for products and services I have bought.

I will not bore you with the details. The reason for this post was the reponses I recieved.

The first, was sorry that I had had a problem and although they could not do anything in that precific case, they did give a large discount voucher towards further services that I might use. The outcome, I felt that they had accepted they had got something wrong, they had appologied and they sent me a discount voucher gift. What more can you ask for?

The second, took the approach by phone that I had obvoiusly caused the problem with their product and therefore why was it their problem. The outcome, I shall not damage any further of thier products, by not buying them.

The third, well, by the lack of any response, are still looking for their Customer Service Department. Always a good sign!

What supprises me is that, in an era when there is generally a lot of choice of companies to buy from, how some can still afford to have a customer service experience that is so far off the mark. Is it arrogance or inneptitude?