I been thinking alot about how we handle customer complains lately. Their just not getting resolved fast enough and its effecting our retention numbers. Me and the team has been working on a new process but we havent quiet figured it out yet. Between you and I, I think the biggest issue is that noone takes ownership of the problem when it first comes in. We need to setup a better system for tracking these things and makeing sure every complaint get addressed within 24 hours. Its not rocket science but it do require everyone being on the same page.