Time Warner Cable/Charter Service Not Likely To Improve After Merger

Remember how literally just yesterday the Attorney General’s office in New York was strongly suggesting to Charter that they get on the ball about that whole “making service not suck” thing now that they’ve bought Time Warner Cable? Well, analysts are saying that New Yorkers — and everyone else — probably shouldn’t hold their breath.



Uber’s Head Of Global Customer Support Steps Down

After hopping over to Uber from Amazon in January 2015, the head of the ride-sharing company’s global customer support operations, Tim Collins, is returning from whence he came: he’s stepped down from his job at Uber and is reportedly going back to Amazon.



Survey Says: You Still Hate Your Cable Company, But Maybe A Little Less Than Before

A major annual consumer satisfaction survey is out, and it’s a mixed bag for the cable and telecom sector and all of us who use it. The bad: pay-TV, broadband, phone, and wireless companies still pretty much really suck, and most of us are very dissatisfied with them. The good: year over year, most of them are finally starting to suck less than they used to!



Verizon Wireless Hangs Up On You When You Record Them Back

One might think that if a company wants to have a conversation with their customers, once they’ve got them on the phone they’d stay on the line long enough to actually talk to them. But that wasn’t the case for one Consumerist reader, who said a Verizon rep hung up on him when informed that the customer would be recording their call. [More]

American Airlines Waives Sick Traveler’s $200 Cancellation Fee After He Sends Sweet Note & Family Photos

American Airlines Waives Sick Traveler’s $200 Cancellation Fee After He Sends Sweet Note & Family Photos

The next time you need to ask an airline to make an exception for you, think about following the example set by a traveler whose witty letter — complete with photos of his family — convinced American Airlines to waive its $200 cancelation fee. [More]

Domino’s Workers Come To Customer’s Rescue After Noticing He Hadn’t Ordered Pizza Recently


Maintaining a good relationship with loyal customers is always important for businesses, but workers at an Oregon Domino’s took that closeness a step further, stepping in to save a customer’s life when they realized that he hadn’t been ordering pizza like he usually does. [More]


Customers Say Time Warner Cable Failing To Honor $300 Gift Card Promo Deal

Dangling a free prepaid gift card in front of folks’ faces is a time-honored method of getting people to switch services. But a number of cable customers who switched to Time Warner Cable because of the promise of a $300 gift card say the pay-TV provider has yet to make good on the promotion.

Juan Rodriguez - PMI/LEPA

Ryanair Opens Itself Up To Passenger Complaints With New “Rate My Flight” App

Ryanair, the European low-cost carrier whose customer service approach used to involve sticking its fingers in its ears and yelling “NANANANA I CAN’T HEAR YOU!”, is trying to show it’s really and truly turned over a new customer service leaf: the airline is launching a new “Rate My Flight” app that allows passengers to air their grievances immediately upon landing. [More]

Action News Jax

Starbucks Apologizes For “Diabetes Here I Come” Message On Customer’s Cup

It’s one thing when Starbucks staffers mess up your name — hello, I’m “Marky Beth” — but getting a rude message is an entirely other matter. The Seattle coffee chain has apologized for one such incident, in which a customer received his grande white mocha with the words “Diabetes here I come” written on the cup. [More]


Woman Says She Was Treated Unfairly At Subway Because She’s Pregnant

An Iowa woman says she was belittled and treated unfairly at a Subway restaurant because she’s pregnant, when a worker told her he was too busy to accommodate her request to heat the deli meat on her sandwich. [More]


Uber Ditching Email Support In Favor Of In-App Help Options

Uber customers and drivers will no longer be able to reach the company by way of a support email address — a system many customers were frustrated with in the first place — as the company is switching to an in-app tool for troubleshooting and reporting issues. [More]

Mike Mozart

Why Doesn’t AT&T Require Email Verification Before Sending Sensitive Account Information?

There’s a reason why companies that handle sensitive billing information may ask customers to verify their email addresses before sending any communications. It’s to prevent customers from seeing things they shouldn’t. So why doesn’t AT&T have such a safeguard in place for its customers? [More]


Uber Now Has An 800-Number For Non-Emergency Situations

Since Uber began shuttling people from one place to another with the tap of an app, we’ve heard stories about rides gone wrong — assaults, harassment, and hostage situations — that often end with the customer having a difficult time reaching an actual human working for the ride-hailing company. That’s apparently changed, as the company quietly issued an phone number for passengers to contact them back in October.  [More]

The Southwest Rapid Rewards Points Disaster: A Cautionary Tale


Unless you’re a frequent business traveler, or a big spender who makes a lot of expensive purchases using their credit cards, racking up thousands of rewards points in a short period of time isn’t always easy. So when you see an opportunity to amass enough points to earn you free airfare in the matter of a few weeks, it’s tempting to give it a shot. But if your timing is off, it could backfire on you in a big way, leaving you with a bunch of points but without the rewards you wanted. [More]

Sprint To Lay Off 2,000 Customer Service Employees

Sprint To Lay Off 2,000 Customer Service Employees

Sprint’s recent promotions, including “iPhone for Life” and the promise to cut customers’ bills from other carriers in half have helped the fourth-place carrier, gaining it 500,000 new postpaid subscribers even accounting for customers who have left. The company is responding to the good news by laying off 2,000 customer service representatives in centers across the country, and directing customers to use the self-service app instead. [More]

How Social Engineering Fooled Amazon Customer Service Reps Into Sharing A Customer’s Data

How Social Engineering Fooled Amazon Customer Service Reps Into Sharing A Customer’s Data

You generally expect that a company that has your personal information — like your address, recent orders, and billing information — is going to treat that data with some level of care. While you know their privacy policy might still allow some sharing for marketing reasons, you don’t expect their customer service agents to divulge it to anyone who happens to call up and pretend to be you.



Zappos Customer Service Rep Turns Wrong Order Into Welcome Surprise For S.C. Flood Victims

There’s nothing like a story with a happy ending to warm you up on a cold day… although, a fleece blanket might do the trick, too: a Zappos customer in South Carolina found a welcome, cozy surprise when a wrong order had to be returned, after she shared the troubles many in her community were facing amidst the recent flooding. [More]

Amazon Won’t Say If Employee Added Unrequested Dildo To Customer’s Cart

Amazon Won’t Say If Employee Added Unrequested Dildo To Customer’s Cart

In the world of customer service, there are usually a few, easily predictable responses from companies that we encounter: either an issue gets resolved to the satisfaction of the customer, whether quickly or with a bit of effort, or it doesn’t. But one Amazon customer found himself in wholly unfamiliar territory after providing negative feedback, when, he claims, an employee of the e-commerce giant put an unrequested 10-inch dildo in his shopping basket. [More]