Topic:

Customer Disservice

Customer Disservice

Cheaters Feel Cheated By Ashley Madison’s $20 Profile Deletion Fee

Oh. (Photo: Screenshot)

Don’t expect an amicable breakup with Ashley Madison.

The seedy site, which coordinates hookups between married men and women, is angering customers with a $19 profile deletion fee. This recently came to light in an Ars Technica story from a peeved user. They wrote that the fee feels like a “crappy way of a company extorting money out of a (presumably wealthy) audience eager to quickly hide the details of their sordid extramarital dealings.” Read More

Customer Disservice

Very Angry Woman Allegedly Pulls Gun on Comcast Employee Over Service Charge

Her van? (Photo: File)

Dealing with a cable company is an absolute nightmare, however a New Mexico woman might’ve taken it to another level.

Earlier this week, a Comcast employee was sent to Gloria Baca-Lucero’s Albuquerque home to hook her up with Internet. Things took a turn for the worse when she heard about the service fee and allegedly pulled a gun on the employee and held his bags of tools hostage because she was furious about the charge. Read More

Customer Disservice

Forget Broken Guitars, United Airlines Lost a 10-Year-Old Girl and ‘Didn’t Care’

United Airlines

According to the latest YouTube tally, David Carroll’s viral video hit, “United Breaks Guitars,” has picked up somewhere in the vicinity of 12.3 million hits since it was first posted in 2009. The little ditty has also a spawned a book, a public speaking career, and even a startup. (Gripevine, where Mr. Carroll is a cofounder, lets angry consumers gripe to the right customer service rep.) To say nothing of Jack the Cat, the Facebook-powered albatross around American Airlines’s neck. (RIP!)

One would assume, then, that the intervening years have taught United a little something about how to respond to the possibility of bad PR: swiftly and with humility. One would be wrong.

On his blog today, business guru Bob Sutton–author of “The No Asshole Rule” and “The Knowing-Doing Gap”–recounts the sad and scary journey of a 10-year-old unaccompanied minor named Phoebe traveling to summer camp, and United employees’s unwillingness to “help assist or comfort” Phoebe after a representative failed to show up to escort her to her connecting flight. Mr. Sutton says United “lost” Phoebe, although a more nuanced description might be forgot about, ignored, and then ignored some more.  Read More