Complaints -How much are they really costing you?

I was prompted to write this piece on receiving diabolical customer service from a large computer company Acer ,two new computers go down within three months both being keyboard faults.

Do these large companies not see the inconvenience factor to the customer?
1.Transfer all files and download browsers to new computer
2.When the computer was changed at the retail store within 21 days another set of transfers
3.When i complained about the second computer issue at the retail store , sorry sir you will have to go direct to Acer
4.Acer response was  "We can deal with your issue sir , you have a warranty for a year, with know how our repair contractor..contact them direct".
5 Know How's response ."Sorry sir it will have to come in for repair and will take 7-10 days".

So what am i going to do in the meantime?
It frustrated me that know one could make an instant decision, and say "this is an unfortunate set of circumstances we are terribly sorry about this, go back to the store immediately and we will upgrade you free of charge.

Will i use Acer again NEVER!! , so how many people around the world have felt the same as me and at what cost to their brand.?

We don't see invisible,but if a customer came into your premises with a basket of money on their head with £2,000 inside and sticker saying "What i might spend with you in the next 12 months if you service me correctly, would your attitude change to complaints?.

Similar to, if every person was allowed to take £10.00 out of your till for poor service , presentation etc.
So its' absolutely key that you train your staff to deal with complaints in a fast and efficient manner.
We don't follow customers out the door and watch and listen to who they are talking to, but what we forget is the knock on effect.

Maybe if we calculated that complaints or poor service was 200 incidents per year and cost us £40.00 per incident[not coming back] that's £8,000. per year, but wait!! because its invisible we forget the bad referrals [who they tell] so multiply that by a factor of ten... £80,000.00. and that's a game changer.
                                So get your complaint strategy in place FAST!!
                                                       Lester Pyatt
                                                       07931 238211
                                             www.ThePubSpecialist.co.uk