It is reluctant for us to make claim to shops, since showing our complaint make strained relationship between customers and people that do the unsatisfied service.  In most case, we seems to make claim to shops or customer service center indirectly on the phone, fax, and letter.  The reason is mainly due to physical and mental inconvenience, accompanied by making claim; the shops are too far for us to go with the big defective products or too uncomfortable to meet the personnel.   However, I would like to go the shop or customer center as much as possible to inform the bad condition and appeal my thought directry since indirect claim by phone, fax, and so on can be insufficient as the means of appealing our complaint.  

 

  First of all, we might fail to inform the situation of the inferior products correctly by indirect communication method like phone, fax and letters.  Some appliances like computer or such kinds of things has so complicated structure that only telling the superficial symproms might not tell shop keepers enough information of the goods. Therefore, it takes much time for them to realize the cause of its malfunction.  This symptom might be caused not by disorder of the machine but by miss operation.  Therefore in this case, having experts form the shops to scrutinize the machinery directly is better.

 

  Secondly, indirect claim empirically can be neglected or ignored.  When moving from Kanagawa to Hiroshima, I asked a company of moving home to sent several pieces of furniture to Aichi, where my brother lived in.  They brought the passage the next day and admitted that our furniture was left overnight outside my brother's apartment. The company which were one of the well known large companies in the field but could not send the furniture due date, surprisingly "neglected" (not ignored, I guess) my claim from the phone, saying "we will call back later."  My wrath made me go to the nearest office of the company and tell the series of uncomfortable and unjustified "service"  After all,  they appologized and returned the fee of moving passage to us.  From the experience, I learned that without meeting directly we cannot tell the significance of their wrong treatment toward us to them.

 

  Indirect methods of making claim might be handy and easy.  However, these cannot always tell our thought and the coudition of inferior products precisely.  Therefore, I would like to go to shop and make claim directly and correctly as possible at the cost of my personal bad feeling to break the peaceful relationship between customers and sellers.