Be Warned: Customer Service Agents Can See What You’re Typing in Real Time

Next time you’re chatting with a customer service agent online, be warned that the person on the other side of your conversation might see what you’re typing in real time. A reader sent us the following transcript from a conversation he had with a mattress company after the agent responded to a message he hadn’t sent yet. Read More >>

Man Says He Spent Thousands on Bitcoin Mining Rig and Got Boss Baby DVD Instead

The Boss Baby is one of the finest films of 2017, and on Tuesday it received an Oscar nomination that settles any further debate. But one man in Britain doesn’t seem to be a fan. The poor guy recently described a nightmarish scenario where he was shipped a DVD of the animated masterpiece instead of the £3,000 bitcoin mining rig he ordered. Read More >>

Everytime You Mark Customer Service Poorly in a Survey, a Kitten* Dies

If you had the power to fire someone random with the click of a mouse, even if they'd done nothing wrong, would you do it? Chances are, you may already hold that power without knowing it. Read More >>

What’s Your Most Positive Tech Support Experience?

Last Friday, we ran a column about poor customer service, which provoked many of you to share your frustrations in the comments. But we know customer service people often get an unfair rep, so let's talk about those times you've been treated like the kings or queens you really are. Read More >>

Whatever Happened to Accountability In Customer Service?

It is with agonising introspection that I realise that this post makes me sound like one of the grumpy-old-man get-off-my-lawn brigade, but, as they said so eloquently in an ancient Monty Python sketch -- I wish to register a complaint. Read More >>

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The Secret Tricks to Cut Through the Crap of Customer Service

Modern electronics can be fickle. With so many things to break, it's no surprise that one in four bits of consumer electronics gets returned to the manufacturer at some point in its life. But dealing with customer service is a nightmare of head-banging Greensleeves-playing call-centre torture, and if you're going to survive in that world, you'll need all the help you can get. Read More >>

Use This Massive Database of Call Centre Number Hacks to Get You Through to a Real Person

Nigel Clarke has done us all a solid. Having been infuriated by the filter systems of automated call centres, the retired IT man spent literally months on the phone, noting down call options to produce the ultimate database of call centre menu options. Now you can use it to navigate pretty much any customer service phone line like an absolute pro. Read More >>

You Will Spend 43 Days on Hold in Your Life

What's a reasonable time to be put on hold when you call customer service? A few minutes? Five? Ten? Well all those minutes add up because over a course of a lifetime, the average person will be on hold for 43 days. Yeah. Forty. Three. Days. Read More >>

Your Amazon Account Might Be Getting Scammed with False Replacement Orders and You Can’t Do Anything About It

When our dear friend Mat Honan got hacked earlier this year, it was because of gaping security flaws in Apple and Amazon's customer service systems. It hasn't been fixed. Amazon's customer service has another security flaw and it's being exploited to hijack Amazon accounts and snag false replacement orders. And the scammers don't even need to know your account's password. Read More >>

British Trains Resort to Twitter to Try and Calm Irate Commuters

Commuting into London by train is stressful enough when the trains are working, so it's not surprising commuters go mad when their trains are delayed. And the only thing more angry that a delayed commuter is a delayed commuter with zero information. Read More >>