I received a repair quote from Microsoft — why won’t they honor it?

When Diana Rubino’s Surface 3 suddenly stops working during her vacation, she calls Microsoft’s technical support and is given a quote to replace the tablet. But then she returns home and is surprised by the in-store employee’s refusal to honor that quote. Read more “I received a repair quote from Microsoft — why won’t they honor it?”

Yes, I have a “do not quote” list – here’s who’s on it

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Who do I trust?

The answer may matter to you more than you think, because the folks I call my sources become your sources. They add credibility and context to the customer service stories that you read on my consumer advocacy site.

Last week, you’ll recall, I mentioned some of the “do not mediate” cases, and let it slip that I also have a “do not quote” list comprised of characters I’d never knowingly include in my stories.

Admit it, you’ve waited a whole week for me to reveal that list.
Read more “Yes, I have a “do not quote” list – here’s who’s on it”

Ridiculous or not? When a “fuel surcharge” costs more than an airline ticket

When Walter Nissen signed up for a British Airways Chase Visa card recently, he thought he’d be jetting off to London after earning just 50,000 miles.

He overlooked one little detail: A glance at the fine print revealed he’d have to pay an extra $400 in fuel surcharges.

“We’re not talking a few dollars for mandatory government taxes and fees,” says Nissen, a computer scientist from Livermore, Calif. “Their secret surcharge goes right into British Airways’ pocket. That’s dishonest in my book.”

Read more “Ridiculous or not? When a “fuel surcharge” costs more than an airline ticket”