I recently had cause to make a complaint to a company I'd been a customer of. I've worked in call centres, and I've managed customer service teams. I know exactly how those environments work and all the things that happen to stop complaints being dealt with, whether they're mistakes by the customer, mistakes (or deliberate mishandling) by the company rep, institutional failure... and so on. I could write an essay on all those things, but I want to get to the point, which is this: Even though I know how to approach these situations as a customer, it involves a lot of work for me. Dial the numbers, follow the IVR, get to the right department, take the rep's name, take a note of the time, explain your situation, leave your contact details, confirm your contact details, ask for a case reference, establish a timescale.... and that's just the initial call. Then I have to set a reminder for myself, call them back, complain about the lack of contact...