Dear John,

Yes, we are all human and when we cannot attend to a job demand, we better be honest and notify the management. No where did my statements said that it will be purely incompetent by telling the management about the problem. In fact, it would be a greater problem by not notifying of the growing problem. It can only form part of a consideration of consequences by notifying the management repeatedly that a employee is deemed incompetent. You know... whistle blowing term. The reason I said that is to defend the lady of the various concerns she might have. Employers aren't that good nowadays especially when you said the management knew about the problem and kept saying they will hire more people but nothing has been done at the moment. In other words it has fallen into deaf ears.

If your statements are true, then it is beginning to be clear that the management is part of the problem. Hence, it is only the customers responsibilities to feedback a complain with regards to the inconvenience caused by this problem. It is only the employee who have a right with regards to internal affairs like you said above. Whether the management is listening should not be mixed. Since you're an employee as well representing the brand, then you should only listen and feedback's customer complaint with regards to only the problem the customer is facing. Do not mix with internal affairs. It is your job later to make sense of customer's complaint to the issues your management is having. Identifying the issue and what is likely to cause this matter. Then make a proposal on how to solve the problem. Whether the management follows is up to them. The only thing that matters are you have done your job, you have done your part and you are justifiable to both your customers and your management. You can only be on the middle because you're a representative. You're the brand's eyes and ears. You can only feedback what the customers say and only what is valid. What is valid and not is your job to evaluate. You need to differentiate rumors from facts, genuine complaints from abuse of service, etc. You must not biased to any party because you're working for your company. Do not spill management problems to the customers because that will create a wrong impression on the customers side. You know how creative sarcastic people are nowadays, any opinion can be deadly when it comes to taking care of a company's image . I don't think your management will not like it also.

Alright that explains it cause I wasn't aware about your position in this dispute. Since you have identified yourself as a representative to the management party then you should reflect what is being discussed here to the management for the sake of Benq customers. There's a valid case here where the problem affected the customer. So you should feedback to your management in form of a report. Have your unhappy customers write a letter. Then use the letter to formulate a report and a proposal. Give it to your management.