A few years ago, a co-worker told me that the red pen I was using to mark proof pages was "too hostile." So I switched to a kinder, gentler color - green. Specifically, a Pilot G-2 07mm green gel pen.

I've gone through a lot of G-2s since then. Last week it was time for yet another replacement. But this time my brand-new pen wouldn't work. Despite a full supply of ink in the barrel, the pen produced only scratches.

I tried soaking it in a glass of water, a trick that used to work with ballpoints. Nothing. So I emailed Pilot to ask if they had a way to get the ink flowing.

The next day a rep emailed back to apologize, promising a replacement. And three days after that a package arrived, containing three new green G-2s plus four green G-2 refills (I didn't even know refills existed).

In an interview in today's Gazette, Susan Grant of the Consumer Federation of America advised, "Let companies know what you think, good or bad." She's absolutely right. If I'm pleased with a product or service, I try to let the company know. And if I'm not pleased, I register a complaint. I've almost always gotten results - replacement products, price adjustments, generous coupons.

Bottom line: When things go wrong, don't just gripe. Give the company a chance to fix it.