Originally Posted by Mark B

Indeed, and I disagree with telling them off.

I would always say, 'have you spoken to ntl about it', and if they say no, I may *suggest* that they do so. However, a good example of where this wouldn't work is the missing PIN numbers problem for cable modem registration. I know exactly what will happen if they phone customer services... a form will be filled in and they will be told they should hear something shortly. Whereas, in most cases, I know I can fix that issue...Monkeybreath also knows HE can fix them too...so we tend to sidestep all that and just jump in and sort it.

We should take every customer complaint seriously. After all, whether WE think it's justified or not, it's clearly a problem to the person posting it. Even if we think it is NOT justified, we can explain this politely without flaming the person concerned.