In France, they kinda ignore "complaints" after you pay your things, I had experience before with some services like that, I sent many official complaints (via telephone, mail, letters...) without any success. I had to file a lawsuit and as soon as they receive the letter from the court for the first meeting, they magically resolve the problem at a HSS flash speed and ask me to drop the lawsuit, I don't need to go any further

So clients have to "push" a little bit sometimes to get what they pay for. Situations may differ from other countries though.