Complaint Handling Examples I have had the opportunity to experience different levels of customer service from several companies in the appliance repair services industry. These experiences ranged from very positive to extremely negative. I experienced poor customer service when my home's dishwasher stopped working properly and would only clean dishes in the bottom rack. I contacted the warranty company and they found a repairer in my area and were able to set up an appointment for the technician to come assess the situation. After the technician inspects the dishwasher, he concludes that a part will need to be replaced. He said he would order this new part and contact me to schedule the installation. After about two weeks of not receiving any updates from the repair technician, I called the company and was put through to the customer service representative who was unfamiliar with my case. and I can only say that they will contact the technician who takes care of my repair and they will call me back within 24 hours. As 24 then 48 hours passed without receiving a call from the company, I called them back and was put through to another representative who, once again, was unfamiliar with my situation and had no update on parts order status. They provided the same response that the technician would call me back, but instead I asked to speak to their manager and was transferred to another person, supposedly a manager. Speaking with the manager also yielded no results since he had no information about the order status. At this point I decided to contact the warranty company and ask them to try and get some paperwork. ......organizational hierarchy and available for inspection on the company intranet. This would give all employees the opportunity to provide solutions to customer problems. Notable differences emerge after comparing the previously described appliance repair company complaint handling processes with the newly developed procedure for handling customer problems. In the case of the first organization, with poor customer service response, it appears that once the representative was unable to process the initial request, there was no mechanism in place to escalate the problem and follow the evolution of the problem in the company. Another element that seems to be missing in this organization is the measurement, analysis and feedback process that would have provided management with notifications regarding any outstanding and unresolved issues..