It can pay to complain - eventually

**dcompton** · 06-21-2008, 10:49 PM

About two years ago (!) I finally became so irritated at how difficult the Prilosec packaging was to open - I have arthritis in my thumbs and peeling that back the first layer of thick paper could be painful - that I wrote the company. I got back an e-mail telling me, in great detail, how to open it. Well, yes, you goober, I know HOW to open it - that wasn't the point!

Then yesterday in the mail I got a letter from them, thanking me for the prior e-mail (very "prior" indeed). It said there had been many complaints, and the reason it took so long to change it was that they had to do stability testing and get FDA approval for the change in packaging. They included a coupon.

I thought, "It will have to be a really good one, now that it's available in generic." When I looked at it, it was for $10 on any one package. Wow ... yeah ... that's a good one. Needless to say, I was totally surprised. I had forgotten all about my complaint e-mail!

**prftstrngr** · 06-21-2008, 10:53 PM

Wow they must have kept all the complaints they got!!! Kind of amazes you sometimes when a company really DOES listen!! Nice coupon too!

**Gabe** · 06-21-2008, 10:53 PM

I think it takes a great customer to complain. Companies want to hear about what they could improve.

If the company does not put value on what the customer wants, they will not be sustainable in the long run.

Glad they sent you a coupon and you can use it!
Those pills are expensive.