Allegedly an internal Blue Cross Blue Shield memo on Michale Moore’s “Sicko,” written by Barclay Fitzpatrick, VP of Capital BlueCross Corporate Communications [via BoingBoing]
2 More Former Employees Claim Geek Squad Stole Customers' Personal Files
By July 9, 2007
Two more individuals identifying themselves as former Geek Squad employees have stepped forward with allegations about the repair company’s employees unauthorized copying of personal information from customer’s hard-drives.
Internet Reacts To Geek Squad Sting Op Video
By July 6, 2007
Slate: “That can’t be good for business.”
Geek Squad Company Forums React To Sting Op Video
By July 6, 2007
A sampling of what they’re saying on the Geek Squad internal message board about “Consumerist Catches Geek Squad Stealing Porn From Customer’s Computer.”
Comcast Customer Service Agents Get Answers To Certification Tests Right Before The Tests
By July 2, 2007
Comcast customer service sucks so much because they outsource much of it to Convergys, affectionately called the “sweat shop” of the call center industry. One disgruntled insider has these four unverified confessions about how they run their customer service hellholes:
17 Confessions Of Staples Drones
By June 27, 2007
14. Managers have coupons kept in the safe that they can use for dissatisfied customers. If you have a problem ask to speak to a manger and most of the time they will offer you some sort of discount on a product or a free service in the store.
Get Free Stuff At Starwood Hotels By Being A Regular And Complaining A Bunch?
By June 27, 2007
According to a Starwood hotel insider, the chain has a super-generous comp policy. Her story, and an expert’s take on whether she’s full of beans, inside… “Most companies empower their employees to make the customer happy by offering discount or coupons – to an extent of course. I believe Starwood Hotel’s is called “Never Say No.” We were given the OK, with manager approval, to spend $1K/day to do whatever it took to make guests happy…”
At Launch, iPhone Only Available At Apple.com, Apple Stores, And Select AT&T Stores
By June 13, 2007
Don’t go looking for the new iPhone at any ol’ AT&T store come June 29th, it will only be available through Apple.com, Apple stores, and certain special AT&T outlets, according to an AT&T memo we received.
"Security Mostly Follows Black People" Disgruntled Target Worker Alleges
By June 13, 2007
UPDATE: A current Target employee rebuts these statements, inside…
Save $100 At Apple By Being A Tease Over The Phone?
By June 13, 2007
An Apple telesales rep tell us you can get them to knock $100 off your price when ordering over the phone just by playing a little hard to get:
If they make it obvious that they’re purchasing but are a little resistant to it being “too expensive” by about $100 – sales representatives can take off $100 off an order (as long as it’s purchased through the standard consumer store).
We’re thinking this is more likely to work if it’s a big-ticket item like a laptop.
27 Confessions Of A Former Circuit City Worker
By June 11, 2007
I had worked at Circuit City for quite some time, until recently when I could no longer stand the shady operations of its business. While working at Circuit City I worked in the Media and Technology department. I believe there are a few things that people should know about Circuit City…
Internal Geek Squad Memo Acclaims "Notorious" Service
By June 10, 2007
We received an internal Geek Squad memo that acclaims the world-renowned service for which they are “notorious.” The Oxford English Dictionary defines notorious as: “famous or well known, typically for some bad quality or deed.”
Walmart Sells Refurb TVs As New?
By May 29, 2007
Walmart takes TVs people return and sells them as new, according to this unverified report we received.
United To Unveil Miserly Compensation Policy For Delayed Passengers
By May 27, 2007
Dollar/Thrifty's Unwritten Rule For Mechanics To "Find" Problems Covered By Warranty And Bill The Manufacturer
By May 24, 2007
An unverified reader report has an interesting claim that should grab the attention of every auto-maker. Dudes, Dollar/Thrifty Group car rental is totally ripping you off.
10 Confessions Of A Progressive Insurance Rep
By May 22, 2007
A former Progressive car insurance customer service rep has stepped forward into the light to give us the low-down on how his ex-employer works: [More]
8 Interviews With A Sprint Mole
By May 22, 2007
Back in February, we posted a series of conversations we had with a very knowledgeable Sprint insider (he still has his job, by the way). Here’s a limited collector’s edition box set of our eight chats.
How Do Indian Call Centers Measure Success?
By May 20, 2007
Indian call centers live and die by the responses to customer satisfaction surveys. Customers selected at random are called by an outside agency and asked fifteen questions. Of those, the only one that matters is “Overall how would you rate the agent you spoke with?” Based on the answers to that question, the call center receives a weekly score on a 1-5 scale. The call center aims for 50% of respondents to rate them a 5, the highest, and for 85% to rate them a 4 or higher. From our experience, that seems like an unattainably optimistic goal.
