Others just wish things improve. Wise leaders make them improve.
Problems usually suggest a problem with quality. Not enough checks and balances in the system. Not enough attention paid to the initial order. Assumptions made.
I recently visited with a sales engineer whose job is to create whatever the sales team sold. I smiled, and he smiled, as we both knew exactly what that could mean: over promise, under delivered.
Quality in customer service has to do with both the product and the experience of getting the product. If someone ain't happy, look at it and change something. Use the best of the brain cells of those closest to the customer to figure out what can be done, and then do it.