Political correctness and forum posting

Mike, we really aren't too far apart in our views.  I agree that its a major pity that lapses in service, either isolated incidents or something more systematic, is a major pity and a lost opportunity.  I work in a service oriented area myself. 

I think the only real difference is that I believe that the process of complaint that has been defined needs to be followed through each step to allow the party at fault every opportunity to redeem themselves.  Sometimes the level of pressure has to come from a higher level or an external source, e.g. BMW UK or trade or regulatory bodies.  The complaints process facilitates that, although it may be a bit slow or long winded, and as such will try the patience of many. 

I wish your friend good luck in getting satisfaction!