Consumers are sometimes unsatisfied with the responses or assistance they receive from a Distributor. Although you may have provided every assistance, some consumers tell you they are “going further” with their dissatisfaction.
CR gets calls from Distributors advising us of a specific consumer who may be contacting CR since he or she was not satisfied with the Distributor’s response or action.
When CR receives your call, we prepare a Complaint Alert, which is distributed to all CR specialists. All the information provided by you is noted on the Alert and if the consumer contacts CR, the specialist refers to the information provided by you and explains The Kirby Company’s position.
You are then advised of the consumer’s call and the action CR took in handling the complaint.