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Pay Dirt
A daily look at what we buy, how we spend, and the companies that do right - and wrong - by their customers.

complaint - All posts tagged complaint

  • Jul 27, 2011
    2:48 PM ET

    Consumers’ 11 Biggest Problems

    iStockphoto

    If you’ve recently gotten stuck with an automobile lemon, encountered a shifty telemarketer or fought with your credit card issuer over a fee, you’re far from alone.

    Those three problems fall into the categories consumers complained the most about in 2010, according to a new study of state complaint data from the Consumer Federation of America, the National Association of Consumer Agency Administrators and the North American Consumer Protection Investigators. (See the full list below.)

    The tough economy has continued to color complaints. State consumer agencies continue to hear from more people already in desperate financial straits that have been drawn in by unscrupulous businesses, says Anna Huddleston-Aycock, president of the NACPI. “Fraud is an especially challenging problem because scammers often target U.S. consumers from foreign countries, making law enforcement difficult,” she says.

  • Jun 14, 2011
    10:55 AM ET

    Get Better Customer Service — Fast

    iStockphoto

    Judging by the results of a new study on speedy customer service, Disney Store is liberally sprinkling magic pixie dust on its customer support staff, while queries to Barnes & Noble are getting lost somewhere in the stacks.

    Of the 100 big retailers tested in a new study that service ratings firm StellaService, OfficeDepot.com responded fastest to emails, sending most within 48 minutes. Callers to SierraTradingPost.com waited on hold for just six seconds before talking to a live customer service representative. SierraTradingPost.com customer service manager Kimberly Ellingson credits the short wait to a direct-dial number – after a ring or two, you’re immediately connected to a live rep. OfficeDepot.com did not respond to requests for comment.

    DisneyStore.com was the only store to be fast at both kinds of communications, answering phone calls in 12 seconds and emails in a little less than two hours. The site sets a bar for its staff of answering calls within 30 seconds, and emails within 24 hours, says Paul Gainer, the senior vice president of Disney Store North America.

About Pay Dirt

  • Pay Dirt examines the millions of consumer decisions Americans make every day: What to buy, how much to pay, whether to rave or complain. Lead written by Quentin Fottrell, the blog examines these interactions, providing readers with news, insight and tips on shopping, spending, customer service, and companies that do right – and wrong – by their customers. Send items, questions and comments to quentin.fottrell@dowjones.com or tweet @SMPayDirt.