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Act the customer … you've bought a product/service … and there are problems with your purchase.

Are you upset? Perhaps a little. But then again, the existence of problems is an everyday occurrence. You're a little put out in having to go back to the supplier and sort the issues out, … but all will be OK.

Your ideal solution is simply swapping the problem purchase for a new one (a little more difficult if a service has been supplied). This is not common as once a purchase is made, warranty conditions apply, and not many warranties offer replacements. 

You are then offered a variety of excuses and apologies. You are assured that the problem will be sorted out "ASAP". You have to continually call the company to find out how things have progressed … more apologies and excuses. Etc. etc.

What is it that upsets you most?
You won't be judged by actually having a few problems, it's a little disappointing for your customers, but it's part of business life. You will however be thoroughly judged by how you go about solving those problems. 

MOST NEGATIVITY TOWARDS A COMPANY DERIVES FROM THEIR ATTITUDE TOWARDS THE SOLVING OF PROBLEMS. HOW THEY RESPOND TO COMPLAINTS FROM THEIR CUSTOMERS, AND THE EMPHASIS THEY PLACE ON CUSTOMER SATISFACTION DURING TIMES OF STRESS … SHOW!

THE TRUE COLOURS OF THE ORGANISATION 

THOSE THAT ARE TALKED ABOUT THROUGHOUT THE MARKET PLACE