Moaning for America
COMPARED with wresting an apology from American Airlines for a delayed flight or persuading AT&T that it really has overcharged you, returning a dead parrot to a pet shop might seem a doddle. Sadly—rather like the shopkeeper in the Monty Python sketch, who insists that the parrot is merely “resting”—most firms in America are bad at dealing with complaints, if indeed they deal with them at all.
This article appeared in the Business section of the print edition under the headline “Moaning for America”
From the August 5th 2000 edition
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