William Rabkin blogs that he got contacted by the "Consumer Communications Department" at Penguin Books with a complaint about his PSYCH book:
We have a consumer complaint about pages 210-213. The consumer states that these are the only pages in the entire book that mention characters by the name of Kent Shambling and Nancy, and he says that there is no mention of these two characters leading up to this point and they seem to have nothing to do with the story.
It wasn't the complaint that surprised Bill…it was that Penguin has a "Consumer Communications Department."
Who knew that […]if I found a bit of a book I didn’t like, there were operators standing by to take my complaints? If I wrote to the CCD at Farar Strauss Giroux and pointed out that after almost a thousand pages of 2666, I still didn’t know who killed all those women in Mexico, would they send me back the name of the murderer?
I've never heard of this either. I wonder if all publishers have these hotlines and if they outsource their customer support to India like the computer companies do ("Hello, this is Rajneesh, how may I assist you with The Girl with the Dragon Tattoo today? Is this a plot-related or prose-related problem?").