Consumers are concerned not only about the failure of a product but also about the time it takes before service is restored, the timeliness with which service appointments are met, the nature relationships with service personnel and the frequency with which service calls or repairs fail to correct outstanding problems. In cases where problems are not resolved immediately and complaints are made, a company's complaint handling procedures are also likely to influence customers' final assessment of product and service quality. Companies differ widely in their approaches to complaint management and the importance they place on this element of functionality. Some do their best to resolve complaints; others use legal loopholes, the silent treatment, and similar ploys to turn away dissatisfied customers. Recently, General Electric, Pillsbury, Procter & Gamble, Polaroid, Whirlpool, Johnson & Johnson and other companies have tried to prevent consumer dissatisfaction by installing toll-free phone lines at their customers.