reply to rradina
Re: How to discourage customer complaints »en.wikipedia.org/wiki/Liebeck_v.···taurants
3rd degree burns to 6% of her body and lesser burns to 16% of her body. The coffee was being served at 180-190 degrees Fahrenheit. That temperature is too hot. Sure, brewing temperature is 200, but measure your coffee sometime. Mine comes out in my pour-through at 170. Into my cup it loses some and is between 160-170.
McDonald's offered $800 for her $10,500 medical bills. She sued and tried to settle for current and anticipated future medical costs. McD still refused, so she took it all the way. She won that plus punitive damages.
She required two years of medical treatment to fully recover. The suit was not frivolous.