Ellen Roseman posts on some of her recent experiences helping Star readers with customer service problems – unsurprisingly, she notes that things move faster when the media gets involved. Companies may claim to take customer complaints very seriously, but it’s a little like the behaviour of unruly children – often, nothing happens until they know they’re in trouble with Mom or Dad. Which, of course, if one of the powers of a widely-read blog – they can exert a democratizing influence on consumer power. Or, in the strange case of my friend and co-mesh founder Stuart MacDonald, just might eventually do, if customer service could just figure out what the heck to do.
