The FTC today released its top consumer fraud complaints of 2007. Based on complaints filed by consumers, identity theft is the number one complaint by a very wide margin, taking 32% of all complaints. The next closest complaint category was Shop-at-Home/Catalog Sales, which only took 8% of the complaints. Here’s how the bastards break down:
BLOGS
By 2.13.08
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Here’s 20 plus ways to get of your debt forever. Probably the most important one is changing your attitude and making debt something that you’ve decided to rip into with ferocity and persistence. [Dumb Little Man]
By 2.13.08
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RIM is blaming yesterday’s Blackberry outage on a routine upgrade gone wrong. [Gizmodo]
Woman Sues Best Buy For $54 Million Over Lost Laptop
By 2.12.08
Raelyn Campbell is suing Best Buy for $54 million for losing her laptop and lying to her for months about it. She bought a laptop from Best Buy with an extended warranty, it broke, she sent it in for repairs, months later she didn’t have her laptop and after getting the runaround the store finally said it had lost her laptop and offered her a $900 gift card. She paid over $1,100 for the laptop, she paid for software on it, and it had irreplaceable photos, music, and personal information, including her tax returns. She freely admits she chose the high figure to attract media attention. She tells the Red Tape Chronicles “I can’t help but wonder how many other people have had their computer stolen (or) lost by Best Buy and then been bullied into accepting lowball compensation offers for replacement expenses and no compensation for identity theft protection expenses.” She also has a blog.
Bad Customer Service From A Customer Service Solutions Provider. What?
By 2.10.08
What part of “CANCEL THE MONTHLY LEASED LICENSE NOW” did customer service solutions provider Kayako misunderstand? Reader Chance’s request wasn’t unexpected. He tried to cancel his account three times and switched service providers before Kayako decided to renew his lease and issue a new bill. The full debacle, inside.
Mother's Blog Spawns Investigation Into Unsafe Car Seats
By 2.8.08
When mother Debbie rented a car from Advantage Rent-A-Car she was surprised to have to paw through rows of shoddy, dirty, car seats, some missing parts, to find one that worked. When she complained to the manager, he insisted that the car seats were thoroughly cleaned and inspected after each use. Her blog post about the issue caught the eye of the local news station, who did an investigative report on the matter. Following the report, Advantage-Rent-A-Car conducted a company-wide inspection and cleanout of its seats, and instituted new policies to make sure they rent only clean and safe car seats. ” This was a huge change for the company and a fantastic and very satisfying result from my perspective,” writes Debbie. Inside, her 10 tips for working with a local news team to resolve your consumer complaint.
Direct Marketing Association Lies About Telemarketers' Contribution To Economy
By 2.8.08
In order to make itself look a respectable and unfairly maligned industry, The Direct Marketing Association (the same people behind OptOutprescreen.com) likes to tout how greatly telemarketing contributes to the American economy. The Denialism blog scoured the DMA press releases and website found the profit they say telemarketing generates varies wildly from year to year, and sometimes within the same year.
FiOS Damage Control Swoops In After Man Blogs Privacy Concerns
By 2.7.08
After Andru’s story about Verizon not taking his privacy concerns seriously hit our pages and the front page of Digg, the Verizon Damage Control team swung into action. Andru had this problem where whenever he logged into his Verizon FiOS account, he saw the personal information on some other guy’s account. When he contacted the guy, the other guy said he saw Andru’s info as well. Over eight months of broken promises by Verizon and the problem wasn’t solved. So Andru blogged it. Once it started getting internet attention, Andru got two calls and several emails from Verizon people and a Verizon exec ended up having a tech stay on the line with Andru for an hour getting it fixed. Andru then asked for compensation for his three quarters of a year of hassle. Verizon gave him 10 months free FiOS, a $1500 value. Ii think it’s actually good thing when the customers can force the big corps to do right,” Andru tells The Consumerist.
New iPhone, New 2-Year AT&T Contract
By 2.7.08
Some iPhone users are being told that they have to sign up for a new 2-year contract if they upgrade from the 8gb iPhone to the 16gb iPhone. Even though Apple’s website and AT&T’s internal official policy says this is not the case, some AT&T reps are insisting that customers have to extend their contract. Fortunately, they are completely misinformed. You just get your new iPhone, update your account through iTunes, and boom, you’re good to go, no contract extension.
By 2.4.08
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A consumer who received a collections notice that began, “DEAR SHITFACE,” will sue the collections agency next week. [Caveat Emptor]
5 Things Airlines Don't Want You To Know About Weather Delays
By 2.4.08
When an airplane is delayed due to the weather, they get out of a lot of obligations, and there’s little oversight over what they get to call a weather-related delay. Elliot.org interviewed industry experts and came up with five interesting things the industry is keeping from you about weather delays…
By 2.4.08
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Cablevision is charging customers $40 to keep their old phone number when they switch over. When questioned, they lie and say they’re simply trying to recoup the number port fee charged by the previous provider. [Consumer Reports via Broadband Reports]
By 1.31.08
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Man manages to stay at what he describes as the most ghetto Sheraton in the world. How bad was it? Well, it’s called the “Sheraton-Miami-Mart.” Yes, “Mart,” and it has the same high level of quality, cleanliness, and accommodations that you would expect from any place with “Mart” as a suffix. [Shankman]
Exciting New Service Helps You Walk Away From Your Mortgage!
By 1.30.08
You will immediately know the exact amount of days you have to live in your house payment free. We stay on top of your walk away plan and keep you up to date with weekly progress emails. We also will notify you if the lender is taking longer than expected subsequently giving you more time in your home payment free.
It’s like a spoof, except real!
Deflect Verbal Intimidation
By 1.28.08
No one can take power from you unless you give it to them, but people try to get you to relinquish power through verbal intimidation. Jay Morrisey shares his anti-intimidation advice, which can easily apply if you find yourself in a contentious customer service situation.
This is when the instigator asks a question, and immediately cuts into your answer with the next question. The result of this technique is that the target does not have a chance to explain their answers at all, leaving them scared about what the next question may be… If someone tries cutting-in on your responses. Simply pause, then politely reply: I’ll answer your next question, when I’m done with this one.
AmEx used this on me back in my foolish years when I was behind on some credit card debt. The guy who called kept cutting me off and made me feel very small. I wished I had known how to slow down the line of attack at the time. What other verbal intimidation tactics have you experienced, and how do you fight back against them?
Sprint's Company Policy Is To Rip You Off
By 1.28.08
Sprint has been charging a TortDeform blogger’s family $6 a month in local Texas taxes for the past three and half years, but the problem is the family hasn’t lived in the Lone Star State for three and half years. In addition, Sprint has also been charging local Nevada taxes where they now live. When the family asked for a refund, Sprint said they would refund only the last three months, because of “policy.” The blogger’s dad is an attorney, and plans on taking the issue to court. Oops, looks like Sprint picked the wrong partner to tango with.
White House Mulls Another Industry Shill To Head CPSC
By 1.28.08
The Washington Post reports that the Administration is considering another industry hack to head the Consumer Product Safety Commission (CSPC). They have in mind is Gail Charnley, a scientist who has testified on behalf of and writes articles supporting the views of tobacco, energy and pesticide companies. She’s not thought of as a consumer advocate per se but as someone hired by industry to represent their point of view,” said Lynn Goldman, a former assistant administrator for the Environmental Protection Agency. Awesome. Last time around, the White House tried unsuccessfully to install Michael Baroody, a lobbyist for the National Association of Manufacturers, as CPSC head. Should Charnley fail, there’s probably some guys from Enron still looking for work.
(Product) Red Responds To Dell Pricing Controversy
By 1.28.08
Responding to a Dell pricing controversy that boiled over last week, a spokesperson for (Product) Red, an initiative whereby company color some of their products red and donate a portion of the profits to an AIDS fighting charity, left a comment on our blog to try dispel some of the confusion they felt had arisen over the issue. At stake was a computer Dell sells for $1,299 that you can get in the (Product) Red version for $1,599, with $80 of it going to the Global Fund. What about the other $220, asked gizmo blog Engadget? Well, we could tell them that it’s because you’re getting Windows Vista Ultimate and Microsoft Office and Student 2007 instead of Windows XP and Microsoft Works, but we’ll let the comment from Bich Ngoc Cao of (Product) Red do the talking…
