Not a day seems to go by that I don’t hear from an angry car rental customer — folks like Craig Solomon, who rented a car in England from Avis for two weeks recently.
Can we talk about entitlement?
When people say you learn more from your failures than your successes, William Seavey is the first to agree. He bought a Samsung top-loader washing machine, recommended by Consumer Reports, at Sears. “It turned out to be a lemon,” says Seavey, a consultant based in Cambria, Calif.
When we write, our readers write back. And we take notice.
Adria Gross’ problem looked unsolvable.
TripAdvisor doesn’t want us to write about Morna McNulty.
Eleanor Eigen’s Booking.com case is unfixable, but it raises a question readers often ask, and that’s difficult to answer: What do you tell someone who doesn’t have a case?
This is not a story about David Dalka’s web hosting provider. Technically, it’s about the terms of Dalka’s service, how his hosting company interpreted and how it executed them.
I thought I was upgrading my iPhone a few months ago. But that’s not all that got upgraded.
Would it surprise you if I said consumers don’t believe the personal and financial data they submit to corporations is
The basics of good customer service, like courtesy and attentiveness, may be free. But great service? That’s expensive. Consider what
Customer service isn’t what it used to be.
As Juanita Centanni boarded a recent Cayman Airways flight from Tampa to Grand Cayman, she braced herself for an awful travel experience.
It’s the proverbial man-bites-dog story for consumer reporters: an over-the-top customer service experience in which an employee goes the extra mile.
No one likes a whiner.
Ever apologized to a business? If you said “never,” then maybe you don’t have kids.
Deadbeats. Gate lice. Entitleds.
Jim Davies agrees with me that the Transportation Security Administration desperately needs a top-to-bottom reform. Like me, he wasn’t surprised when a Government Accountability Office study revealed widespread employee misconduct, including screeners involved in theft and drug smuggling activities, as well as circumventing mandatory screening procedures for passengers and baggage.
Spectacular customer service failures are the grist of my consumer advocacy mill. But some of the loudest implosions are off
Early boarding privileges are typically reserved for frequent fliers and passengers with obvious disabilities. But on a recent JetBlue Airways
I spend a lot of time harping on customers who screw up. Sometimes I can’t help myself. Not only are the cases interesting, but they’re also instructive.
Customers do the dumbest things.
As a frequent car rental customer, Parker Mann has endured countless sales pitches for optional insurance. But recently, the hard sell efforts have crossed a line, he says.
The best way to fight bad service is right now, in real time.
This slot is normally reserved for complaints, since that’s pretty much all I get on this site. But every now and then, a company will actually read a grievance and respond.
I was surprised by some of the comments about Dell after one reader’s complaint that the company forced her to pay extra to talk with an American call center. Maybe I shouldn’t have been.
When the service is so awful that you feel like taking a swing at an employee, or falling to the ground and wailing, give yourself a little time-out and watch these videos.