A tangled Web

Posted Tuesday, Jul. 02, 2013  comments  Print Reprints

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Why is it OK to be put on hold for 52 minutes to talk to your electric company about a bill?

Why do you hold for an hour to request a phone repair? Why do we wait days for a repair on an alarm line?

Why do I talk to a person in India about service on my power-washer?

Sadly, this is the norm.

If corporate America cared, executives would hire enough personnel and bring customer service to the U.S.

Corporate America wants customers to report issues online. But online reports seem to be ignored. And if the Internet is down, how can I report a problem?

The Internet did a lot for the world, but customer service is worse. Profits come with good service, not a canned email robot call.

— Susie Fitzgerald, Fort Worth

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