Method and apparatus for handling a complaint

An apparatus for handling user complaints concerning products provided by a plurality of different vendors, said apparatus comprising:

• complaint handling computer means operable for receiving one of said complaints and a response thereto, said complaint handling computer means including memory means for storing said complaint and said response and retrieving means for retrieving said complaint and said response;
• and
• access means for allowing a complainant to access said complaint handling computer means and enter said complaint concerning a product provided by a vendor, wherein said complaint is stored in said complaint handling computer means in a directory categorized by a characteristic relating to said product,
• said complaint handling computer means including notifying means for notifying the vendor of the receipt of said complaint in said complaint handling computer means,
• said complaint handling computer means including a private message area which can only be accessed by the complainant and the vendor for receipt of negotiations between the complainant and the vendor regarding said complaint for the resolution of said complaint,
• said complaint handling computer means further including a publicly searchable database for receipt of selected portions of said complaint and said response,
• said access means including means for allowing persons other than the vendor and the complainant to access said publicly searchable database to retrieve and review said selected portions of said complaint and associated response.

A method of handling user complaints concerning products provided by a plurality of different vendors comprising the steps of:

• providing complaint handling computer means operable for receiving one of said complaints and a response thereto, said complaint handling computer means including memory means for storing said complaint and said response and retrieving means for retrieving said complaint and said response;
• receiving into said complaint handling computer means said complaint from a complainant concerning a product provided by the vendor and storing said complaint in a directory categorized by a characteristic relating to one of said vendor and product;
• receiving into said complaint handling computer means said response to said complaint from the vendor of said product and storing said response in said directory in association with said complaint;
• creating a private message area in said complaint handling computer means which can only be accessed by the complainant and the vendor;
• receiving into said private message area negotiations between the complainant and the vendor regarding said complaint for the resolution of said complaint;
• creating a publicly searchable database in said complaint handling computer means;
• receiving into said publicly searchable database selected portions of said complaint and said response;
• and
• allowing persons other than the vendor and the complainant to access said pubicly searchable database to retrieve and review said selected portions of said complaint and associated response.