An excellent example to answer this report is that of the Dell Hell where nearly every customer worldwide complained about laptop/delivery issues against Dell and the bottom-lines were hit.
Even then Dell chose to adopt social media solution called http://ideastorm.com which initially did see a lot of pressure on fixing things, delivery issues, replacements and all that was making Dell lose brand loyalty. But in a couple of weeks Dell was able to make a positive impact on those who cared to give complaints, coz that's the genuine market after all. Dell recovered a lot of ground by doing that.
In marketing researches it is often said, one angry customer complaints to average14 humans about bad service/product while he speaks about a good service only to average 4. What would you do then, chose fourteen angry citizens or 4 happy ones? Think think think,
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