Kent Regional Fire Authority

Burning Down The Mall Because You Can’t Find A Shopping Cart Joins Long List Of Customer Overreactions

When you’ve been wronged by a business — or believe you have been — there are two ways you can try to resolve the situation: one, you can take a deep breath and calmly address the issue at hand by using your words; or, you can go the opposite route and overreact completely, and woe betide the poor mortals caught in your way. [More]

Woman Drives To Uber HQ To Get Account Issue Resolved Instead Of Waiting For Emailed Responses

Woman Drives To Uber HQ To Get Account Issue Resolved Instead Of Waiting For Emailed Responses

When you’ve got a problem that needs fixing and it’s not getting fixed fast enough, what’s an intrepid consumer to do? One woman who had an issue with her family’s Uber account was tired of waiting for customer service to email her back, so she hopped in her car and took a trip — actually, two trips — to visit Uber in person. [More]

Twitter Launching Direct Message Bot Feature To Help Companies With Customer Service

Twitter Launching Direct Message Bot Feature To Help Companies With Customer Service

There are some customer service situations where you might want to talk to a human about your problem in detail, but in others, communicating with a preprogrammed robot may resolve an issue more quickly. For those cases, Twitter is introducing a chatbot that companies can use to talk to customers via the platforms Direct Messages feature. [More]

CBS Los Angeles

Expedia Apologizes After Customer Says Employee Left “F—k You” Message In Her Itinerary

An Expedia customer in Los Angeles was surprised to find that her New Year’s travel reservation had suddenly been canceled — and, adding insult to injury, a nasty message from an employee on her itinerary. [More]

Google Needs To Step Up Support To Sell Its Own Smartphones

Google Needs To Step Up Support To Sell Its Own Smartphones

Google’s customer support has come a long way since it first began selling Nexus mobile phones and Google Voice number ports to customers. However, the success of its new suite of devices depends on how well it’s able to provide customer and technical support for those devices. [More]

Tom Raftery

Twitter Study Unsurprisingly Finds Using Twitter Is Good For Business

Weeks after Twitter rolled out a suite of new customer service tools for businesses using the social network to connect with clients, the company has come out with a not-at-all-shocking report that interacting with customers on Twitter is good for business. Flabbergasted? Probably not.  [More]

Jeepers Media

Burger King Customers Upset To Find Nasty Messages Written On Food Wrappers

We get it: everyone can have a bad day at work. But if you work in a consumer-facing industry, taking out those frustrations on your customers could cost you your job. [More]

Tom Raftery

Twitter Now Lets Businesses Show When They Monitor Customer Service Tweets

The Twitter feeds of most big companies are littered with gripes from customers trying to get someone to resolve their problem. Thing is, some companies either don’t monitor their Twitter feeds for customer service complaints, or only only respond to these Tweets during certain times. A new Twitter feature is intended to let businesses be more transparent about if and when they handle customer service on the social media platform.
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Adam Fagen

United Airlines CEO Admits The Company Should Probably Treat Customers Better

There must be something in the water this week: while American Airlines is urging customers to stop being such jerks in order to have a better flying experience, United Airlines’ CEO is admitting that the carrier could probably improve its relations with customers.

[More]

dmuth

Telecom Customer Service Can Afford To Be Terrible Because Switching Costs Are High

Why is customer service generally terrible from your cable and internet service provider? It’s not so much that the service is terrible, even though it often is. The problem is that it’s inconvenient to switch providers, if you even have a second option at all. When you feel like you don’t have a choice, you resent your current provider more. [More]

kevindean

Muslim Passengers Report Being Removed From Recent Delta, American Flights

Recently, two sets of Muslim American travelers have reported being removed from Delta Air Lines and American Airlines flights after flight crew in both incidents said they felt uncomfortable. [More]

Mike Mozart

Comcast Will Continue Using Overseas Call Centers

After being slammed by a string of high-profile customer service disasters, Comcast has made investments in recent year — like putting guarantees on appointments and increasing the size of its social media response team. However, one of the more annoying aspects of customer service calls isn’t going to change: The use of outsourced, overseas call centers. [More]

JeepersMedia

Deaf Customer Sues Taco Bell For Discrimination, Claims She Was Denied Service

A New Jersey woman is suing Taco Bell for discrimination, claiming that she was denied service at two separate drive-thru locations because she’s deaf. [More]

What Do You Do When All Your Instagram Photos Disappear?

What Do You Do When All Your Instagram Photos Disappear?

From that time the cat wouldn’t stop attacking its reflection in the mirror, to the gargantuan bacon cheeseburger you ate last night, Instagram users post all kinds of memories on the photo-sharing site. So when Consumerist reader Dylan was suddenly faced with losing all his pictures, he was understandably upset. [More]

c x 2

Southwest Airlines Passenger Thanks “Selfless” Flight Attendant For Comforting Her Daughter

Thanks to the prevalence of social media, news spreads farther than it used to. Some of what’s going on out there is awful and sad, but there are also bright spots to be found. Like the story of a Southwest Airlines flight attendant who went above and beyond to comfort a young passenger who was scared to fly. [More]

airlines470

Spirit Airlines Wants To Make Up For Being Awful By Trying To Be More Punctual

Budget carrier Spirit Airlines, known for its low levels of customer satisfaction, is trying to take all those frowns and turn them upside down. One way the airline’s new leader is attempting to make customers happier? Actually getting planes to their destinations in a more timely manner. [More]

Listen To A U.S. Senator Try To Get Bogus $8 “Protection” Fee Removed From Cable Bill

Listen To A U.S. Senator Try To Get Bogus $8 “Protection” Fee Removed From Cable Bill

You’d think that being the senior U.S. Senator from Missouri would help Claire McCaskill get better service from her cable company, but you’d be wrong. As this recording demonstrates, the legislator has just as much trouble as the rest of us trying to get anything resembling decent service from her pay-TV provider. [More]