Westgate promised, but did it deliver?
Westgate promises Matt Solum “free” ski lessons, tickets and cruise vouchers as part of his timeshare purchase. But when it doesn’t deliver, should he get his money back?
Problem Solved
Problem Solved is a weekly consumer column that fixes reader problems. From broken laptop computers to faulty kitchen appliances, nothing is off limits for this feature. Each story brings a fresh problem and solution in an engaging and succinct Q&A format.
American customers have it bad – but here’s how it can be better
Did you know that when it comes to customer satisfaction, the United States falls short of the top 10, behind Russia, Poland and Chile? That the worst industry for service is social media? Or that the worst time to contact customer support is after 6 p.m.?
Sprint said it would unlock my phone – did it break its promise?
Sprint promises it will unlock Bill Fuller’s iPhone. Why won’t it?
3 sweet lies you should thank a company for
As far as rejection letters go, the one I almost never use is unfailingly polite.
Why did they close my PayPal account?
When PayPal “permanently” limits Umang Nahata’s account, he appeals the decision. When his wife’s account is also frozen, he turns to me for help. Can I get their accounts unfrozen?
Secrets for getting the very best customer service
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.
Can Capital One really “erase” my debts? And while you’re at it, could you do another rant about loyalty programs?
When Capital One offers to “erase” part of her debts with award points, Kate Morrical calls on a points skeptic to clear things up. See what happens next.
Dish’s billing system is broken and I can’t fix it
Dish deducted $94 from William Leeper’s account without crediting him. Now it’s turned off his subscription TV service for non-payment. What gives?
Betrayed by a company? Here are 5 secrets for avoiding it
The call between Frank Alioto and his favorite cruise line went down like something straight out of a made-for-TV drama. You know that turning point where the hero actually turns out to be the villain? Just like that.
Decoding service-speak: 5 employee insults you need to know
Spend enough time around customer service agents and you understand that what they say and what they mean are often two very different things. That’s never more apparent than when they are talking directly to you.