In most companies complaints are taken seriously because "the customer is always right". In our recent customer service training, the speaker stressed the importance of listening to the customers since customers who don't talk back just leave. Also, most of those who give feedback actually care for the company.
The following is a youtube video from an irate customer of an airline in US.
Imagine the effect of this video to that company, because of a broken guitar. It has now been viewed over 3M times.
Among local businesses, there is a restaurant that offers instant "bribe" to customers, like complimentary salad, for slight errors.