A customer can forgive a mistake, a customer can look past a failure - what 99% of customers will not forget is how you treated them and made them feel. I am reminded of this today dealing with Hassle Free Boilers Ltd... or which ever name they choose to rebrand to this week. 14 months I have had a broken boiler - 14 months and the issue that is causing it - is the very issue I told them it was on day one ( A very well known issue, well documented and even confirmed by every engineer they send to be the cause). 14 months of engineers on almost a weekly basis replacing everything BUT the part causing the issue. 14 months of my house being invaded and taken over, carpets and flooring being ripped up so many times that they now need to be replaced. 14 Months of being told "we will respond to your complaint within 5 working days" - only for no reply to be forthcoming. Today they asked me to resubmit my complaint - despite me sending this probably 4 times already - and the very email being in the email chain they are responding to. This all while the company directors are copied into the emails.... This isn't a rouge staff member - this is from the top down. I have worked in roles that require complaints handling and customer service for most of my working life from pubs to complaints departments - and I have never seen such poor customer focus from even the worst companies in that time.