Yesterday’s post about Newegg honoring a failed rebate request prompted this email from another reader, who had a similar situation with Buy.com but with a very different outcome. If you’ve ever dealt with Buy.com—known for having some of the worst customer service in the industry—this won’t surprise you.
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Newegg Honors Rebate For Out-Of-Business Company
By 2.7.08
More praise for Newegg, one of those rare retailers with an exceptional customer service record. Andrea bought an Astar Electronics HDMI Player with DIVX and sent off her rebate request, but never received the promised rebate.
$100 iPhone Credit Mysteriously Evaporates
By 1.31.08
Dawn writes to tell us that she and her husband both received the $100 iPhone credits last fall, but when she tried to use them on December 4th she discovered one of the credits had a zero balance. An Apple CSR told her to go ahead and make her purchase without it, and the $100 would be credited immediately to her Visa. Unfortunately, she took his advice.
Study Says Shoppers "Save" Money On eBay
By 1.29.08
EBay doesn’t share data on bidders’ maximum bid amounts, so it’s always been difficult to quantify whether or not buyers are actually saving money, but a new study has attempted to put hard numbers behind the transactions. The study’s authors use data from bidders who used a specific sniping agent—by measuring what those bidders were willing to pay versus actual winning amounts, they’ve determined that the average winning bid comes in about 30% lower than the maximum amount the buyer was willing to spend.
EA To Release "Free" Video Game In U.S. This Summer
By 1.29.08
Electronic Arts saw crazy profits in South Korea over the past two years from distributing its FIFA soccer title online for free, then charging an average of $1.60 per transaction for character clothing and accessories. Now EA has announced it will release a free online version of Battlefield Heroes in the U.S. and Europe this summer. If it proves successful, more titles will follow. Unfortunately, in addition to micro-transactions EA will also include in-game advertising to support the business model. Suddenly we’re picturing a surreal NASCAR battlefield… hey, that sounds like a new game idea! Pay up, EA!
The Fakery Behind Amazon's "Top 10 Reviewers"
By 1.24.08
Amazon reviews, especially the effusive ones, have always been suspect—you never know when a five-star review came from an employee, publicist, or marketing type. Slate describes the dishonest world of Amazon’s “Top 10 Reviewers,” where a small group of writers churn out purple-prosed blurbs and jacket-ready compliments at an astounding rate, sometimes for a fee. In turn, these reviewers are inundated with a sort of fame as well as free merchandise—mostly books in the past, but now electronics and other goods. Because good reviews sell more books, Amazon has no incentive to weed out the reviewers who have turned the system into a cottage industry. We suggest you disregard any review with a “Top 10 Reviewer” label on it.
Last.fm Offers Free Streaming Albums And Tracks
By 1.23.08
The popular music site Last.fm announced today that beginning immediately, you can listen to entire music tracks and full-length albums for free. Previously, you could only hear excerpts of most tracks, which made Last.fm a great place for discovering new artists but a rotten one for actually listening to them. The site is taking a Flickr-style approach to its new service, offering a free version—you can listen to a track up to three times—and a forthcoming subscription service which will allow for unlimited streaming. This sounds good, but we’re curious about the three-listen limit, and how frequently that count is reset, if ever.
EU Says IP Addresses Are Personal Data
By 1.23.08
The European Union’s data privacy regulator group said this week that an IP address “has to be regarded as personal data” when it’s used to identify a person. Although this has no bearing on how IP addresses are used in the United States, it might trigger a change in data collection policies for companies like Google that use IP addresses in order to serve relevant search results and ads.
"We Do Not State That The Wood For This Chair Is Black"
By 1.16.08
One problem with ordering furniture online: you may not get what you saw on the website. Then, when you contact the store to explain that the light wood sitting in your living room is nothing remotely like what you ordered, you might get this response: “I would like to inform you though that we do not state that the wood for this chair is black, although the photo we do have shows that the wood is dark we do not state that it is black.”
Netflix Lifts Restrictions On Downloadable Movie Rentals
By 1.15.08
Netflix has removed the monthly limits on all but its lowest-cost plan in an apparent attempt to position itself more competitively against Apple, which is expected to announce a downloadable movie rental service tomorrow. Now for as little as $8.99 per month you can watch as many movies on your PC as you can download.
By 1.11.08
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Sony has agreed to sell its songs DRM-free on the Amazon MP3 store, completing the set—now all four big record companies are on board. It’s amazing how a little iTunes competitiveness will bring a bunch of executives together.
Study: People Who Buy Contacts Online More Likely To Take Poorer Care Of Their Eyes
By 1.9.08
The FDA has a set of specifications on proper eye care, and apparently people who buy their contact lenses online are less likely to follow those rules, reports a new study. The gap comes from having less trained, in-person medical attention and up-to-date prescriptions, and not poorer cleaning habits (although we wouldn’t recommend using dollar store saline solution just to save a few bucks).
By 1.9.08
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Inspired by Radiohead’s recent digital experiment, British violinist Tasmin Little is releasing her next album online for free, sans DRM shackles. “I’ve done this with no intention of making money… I want to make [classical music] more accessible.”
New Downloadable Movie Book Tests Yahoo/Adobe Ad System
By 1.7.08
Remember the announcement in November that Yahoo and Adobe were testing out a new ad system inside pdf documents? (No? It only got 1,200 hits.) Well, they are, and the big question then was how Yahoo and Adobe would determine what sorts of ads were placed in the documents, and how they’d appear. Now there’s a free (or rather, ad-supported) downloadable book—“200 documentaries you must see before you die”—that lets you test the new ad system out for yourself.
Geeks.com Website Hacked, Customer Data Stolen
By 1.7.08
If you bought anything from Geeks.com in at least the last year or so, you might want to start paying close attention to your credit card statements—the company sent out an email on Friday telling former customers that they “recently discovered on December 5, 2007 that customer information, including Visa credit card information, may have been compromised.” Full email after the jump.
Intuit Planning To Launch "iPhone-Friendly" Version Of Quicken Online For $3/Month
By 12.19.07
Would you pay $36 a year to access Quicken on your iPhone? What the hell, why not, right? You already paid for the iPhone! That’s probably what Intuit is hoping—and the zillion-dollar iPod accessories market proves there’s a lot of “blue ocean” for businesses that want to fish in Apple waters. It launches the product as a web service on January 8th, 2008, with an iPhone-friendly flavor also available then. There are plans to roll out “tweaked” versions for other mobile devices at an unspecified point in the future.
By 12.18.07
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37signals, the company behind the affordable online project management service Basecamp, has some of the fastest customer service we’ve ever seen: twice over the past year, they’ve responded in near-real-time to support questions with helpful, non-canned responses. We’re so used to big companies that sacrifice customer service in the name of profit, or small companies that aren’t prepared to handle queries, that it’s nice to come across a company that does it well. [37signals]
3 Sites To Help You Save Money Online
By 12.14.07
PriceSpider works much like WishRadar that we mentioned last week, except PriceSpider focuses exclusively on electronics, and searches more sites. You choose the product and set a target price, and when it sees that price somewhere online, it sends you an alert.
