customer service

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Expedia Employee Cancels Mom's Flights After Complaint

She got cussed out, too

(Newser) - A Los Angeles-area teacher booked a New Year's vacation via Expedia, then responded to an online survey the website sent her about her booking experience. "I was honest," Cara Viramontes tells CBS LA . "I said, 'You know what, the lady wasn’t helpful. I asked... More »

The Internet Is Obsessed With Traveler's 47-Year Layover

Another great moment in online customer service

(Newser) - "Just wondering what you'd recommend I do during the 47-year layover your website has suggested?" James Lloyd asked last week on the Skyscanner Facebook page after noticing the travel app had recommended an itinerary that included a 413,786-hour layover in Bangkok. Mashable reports the answer to the... More »

Report: Kay Jewelers Swaps Diamonds With Fakes

Complaints are piling up on Facebook about lesser diamonds, other stones

(Newser) - "It was flat-out theft." That's how one woman describes her experience with Kay Jewelers, which is facing a barrage of complaints from customers who say their jewelry was lost or damaged—or even that the diamonds in their engagement rings were replaced with fake ones. Chrissy Clarius... More »

Del Taco Manager Fired for Behavior in Viral Video

'Appalled' Del Taco cans him immediately

(Newser) - A Del Taco manager is out of a job after customers posted smartphone video of him getting mouthy in a dispute—just like they warned him they would, the Arizona Republic reports. "I don't give a [expletive], bro," the manager says at the drive-thru window in the... More »

The Apple Support Twitter Account Just Had a Huge First Day

It tweeted out 2,200 tips for users in 24 hours

(Newser) - "We’re here to provide tips, tricks, and helpful information when you need it most," reads the bio for the @AppleSupport Twitter account, which launched Thursday. Many, many people needed it. Business Insider reports that within 24 hours Apple's new customer service account had more than 121,... More »

Coat Story Goes Viral After Unheard-of Customer Service

Kelly Kinkel says she is now a customer for life

(Newser) - When McKinney, Texas, mom and business owner Kelly Kinkel called online shopping company Zulily to inquire about returning a coat she had purchased, she was prepared for the customary response: that she'd have to cover the shipping, or perhaps not be able to return it at all. What happened... More »

Target Troll Returns to Stick Up for Rainbow Doritos

Haters are 'slowing down collective progress for all humanity': Mike Melgaard

(Newser) - Mike Melgaard is at it again. The guy who famously trolled folks outraged that Target was taking down gender-specific signage is back, this time lending his "customer service" skills to the Doritos brand, Time reports. After Doritos' rainbow-colored chips debuted last week as a sign of support for LGBT... More »

Walmart Moving Its Greeters to Where They Should Be

Retail giant plans to boost 'door presence' by putting greeters back up front

(Newser) - Walmart's shelves may not be as organized as they usually are, but a friendly "hello" will never be in short supply now that the retailer has started its latest experiment: moving its greeters back to the front entrances to boost "door presence," the Wall Street Journal ... More »

Dear 'Dummy': Comcast Greetings Get Worse

Another customer was addressed as 'whore'

(Newser) - When consumer advocate Christopher Elliott brought to light the story of a Comcast customer whose name had been changed to "A--hole Brown," the company apologized and called it a one-time fluke. Well, customers "whore" and "dummy" beg to differ, along with another who suspects his name... More »

Lowe's Holiday Help: Robots

But chain says high-tech OSHbot is there to help human workers, not displace them

(Newser) - Retailers typically hire more workers to help out around the holidays, but Lowe's is taking an especially novel approach to this year's seasonal staff: putting robots to work. The OSHbot will be available for customer service tasks at the company's Orchard Hardware Supply store in San Jose,... More »

Comcast 'Call From Hell' Makes Waves

Ryan Block tries to disconnect his service, painfully

(Newser) - It's the customer service call heard 'round the world: Eight minutes of audio has been played more than 1.7 million times since Ryan Block made it available (via Soundcloud , posted on Twitter ) Monday night. The crux: The AOL product manager was calling Comcast to disconnect his... More »

Best Buy 'Deserves to Die'

It's had a big turnaround, for no reason that Matthew Yglesias could find in the store

(Newser) - Best Buy is back from the brink. Profits are up, costs are down, and the share price has tripled since December. That's the good news. "The bad news," writes Matthew Yglesias at Slate , "is that the store is awful and deserves to die." Yglesias and... More »

McDonald's to Franchisees: 'Service Is Broken'

Fast food giant attributes its woes to less-than-cheerful employees

(Newser) - McDonald's is attributing its recent struggles to the less-than-sunny dispositions of the teenagers taking your order. "Service is broken," declared a slide in a webcast for franchise owners last month. Customer complaints have been rising, executives told the franchisees, with "rude or unprofessional employees" topping the... More »

Apple to China Consumers: Sorry if We're 'Arrogant'

Tim Cook apologizes despite signs criticism was all hoopla

(Newser) - Apple issued an apology to Chinese consumers today after government media attacked its repair policies for two weeks in a campaign that reeked of economic nationalism. A statement Apple posted in Chinese on its website today said the complaints had prompted "deep reflection" and persuaded the company of the... More »

Barista to Customer: No, You Can't Have Espresso on Ice

DC worker says it will 'ruin' drink

(Newser) - A barista in Washington, DC, has unintentionally raised a philosophical quandary by rejecting the idea that the customer is always right. When a guy asked for espresso on ice, the barista flat out refused, the Huffington Post reports via a Prince of Petworth transcript. "We don’t do that... More »

Netflix Was Ready for Your Hate

Call centers added employees to prepare for price hike backlash

(Newser) - Well, now we know what a portion of those new, higher Netflix fees could be used for: to pay call center reps to deal with angry customers . Customer service reps have been telling callers that the company not only told them to be ready for a backlash, it hired extra... More »

How One Company Bullied Its Way to the Top of Google

DecorMyEyes.com actually wants bad publicity

(Newser) - Clarabelle Rodriguez has been overcharged, cussed out, called names, harassed with late-night phone calls, and threatened with sexual violence—yet the eyewear company that allegedly subjected her to all this, over a disputed order, continues to thrive—thanks to the customers that find it sitting at the top of their... More »

Facebook Flunks Customer Satisfaction Survey

Only MySpace has a lower rating

(Newser) - Facebook may have a ton of users, but they apparently don’t like Facebook very much. The social media giant scored a dismal 64 out of 100 on the latest American Customer Service Index, which included social networking sites for the first time this year. That makes it the second... More »

Corporate Twitter Accounts' Days Are Numbered

Smart people won't be doing this forever

(Newser) - Ever sent a tweet to tech support? It beats the heck out of calling, Simon Dumenco discovered recently, when a whining appeal to @sprintcare yielded a prompt, personal, pitch-perfect response. Sounds great, right? Well, don’t expect it to last long, Dumenco writes for Advertising Age , because the current corporate... More »

Call Centers Return to US, With a Twist

More companies hire trained operators to work from home

(Newser) - It’s still not as cheap as outsourcing to India or the Philippines, but US companies are increasingly choosing homegrown telephone operators to handle their customer service needs. The trend is fueled by the advent of “phonesourcing” or “homesourcing,” which uses linkups to allow trained operators to... More »

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