complaint

Nobody will argue against good customer service, and any company looking to provide it knows that one of the biggest factors customers use to gauge it is speed: How quickly did someone pick up the customer's call or write them back? A new study out Monday reveals there are some fairly big...

"Your call is important to us ...," but how important? A study out Monday ranks the top 100 Internet retailers for customer service response speeds: How long they make us wait on hold, how fast they reply to emails. There's a wide disparity between the worst and the best -- and a couple of companies that are both.

Linda Almonte, a former employee of JPMorgan Chase who is suing the bank for wrongful termination, has upped the ante by filing a whistleblower complaint with the SEC. She's alleging grotesque and illegal practices with Chase credit card accounts.

It seems harmless enough. You have a bad experience with a company and post an account of the experience on Twitter, Angie's List, Yelp or some other consumer review site. If you're lucky, the complaint may fix your problem. But if you complain about the wrong company, you may end up at the wrong...

One of the best parts of social media is that it can often be used as a great way to go around the official layered channels of support, straight to the top of the food chain, and get your problem solved. This was particularly obvious to me when I tried to check in to the W Hotel in Atlanta earlier...

Wal-Mart agreed to pay $40 million to settle a lawsuit filed in Massachusetts that alleged the big-box retailer cheated 87,500 current and former employees in the state out of pay and failed to obey work rules. The class-action suit, filed in 2001, accused Wal-Mart of altering time cards, refusing to pay overtime, and denying workers rest and meal breaks.

Twitter isn't perfect, and not just because we're all sick of hearing about it. The one-line updates can be maddeningly short, and too many users do a lot of reading but not much posting. On a typical day, the average Twitter stream can look like a tedious march of news of the weird and alarmist...

Airing your frustrations with a company or a product is nothing new. For decades consumers have complained to their coworkers, friends and family when a transaction goes bad. In fact, it's a widely held belief that angry customers tell significantly more people about a company than a satisfied...

Did you ever think we'd see the day when people would beg for airline food? Yet here we are. In mid-August, United announced it would start forcing coach passengers on international flights to pay for their meals. Customers went ballistic. First U.S. Airways makes people pay $2 for so much as...

I'm not suggesting you storm the corporate headquarters and jump into the elevator with the CEO to exact a resolution for your problem, that type of action comes later and in the company of Pulp Fiction-style associates. I am talking about a less dangerous and much briefer form of problem solving....