World-class suppliers know that it is worth resolving genuine complaints because by doing so you earn customer loyalty. The last time I wrote I outlined how Sony UK quickly resolved the problem I had with my Sony mouse. After verifying I was a genuine customer with a genuine problem, they sent me a replacement device. Rather than the faulty Sony mouse putting me off Sony products forever, the experience persuaded me to be a Sony customer again when I needed a new laptop. This was because, based on my earlier experience with the faulty Sony mouse, I am confident that if I have a major problem with the laptop I can call Sony and they’ll replace it.

My case also illustrates how it takes communication from both sides to resolve a complaint. Sony needed to know that I was a genuine customer facing a real problem. They also needed to understand what the problem was in some detail, so as to see how best to offer to fix it. As frustrated as I was with the mouse not working it was worth my taking time to let them know that I am a genuine customer (I have a receipt), am not being an idiot this time (yes, thanks, the mouse is plugged in) and there is a real problem (your troubleshooting has not shot the trouble).

Of course not every supplier has a well signposted complaints channel. And I am sure that, as they are human, even the best consumer-help folk make mistakes from time to time and can’t help resolve every issue. This is one of the areas where getclosure! helps. We get your complaint across in the right manner and to the right person in the supplier organisation. If that does not work, we tell you where else you can go. This may sound simple. That’s because it is. It also works in a truly surprising number of cases. Just take a look at a few of the hundreds of testimonials we have received from previously troubled, and now satisfied, consumers.

If you have experienced good complaints resolution in SA please let me know by describing your experience in a comment on this article. We’ll add it to our examples for others to learn from. Thanks.

Quentin is also one of the team who dreamed up getclosure! With a background in law, arbitration and business, he has gained extensive experience in technology transfer and IP exploitation and now serves as an advisor to leading hi-tech corporations in several countries. Click here to read more about Quentin.