Elaine and Frank Nied moved to the Cape Cod-style house on Church Road in North Hopewell Township, just south of Winterstown, in 2001. They relocated to southern York County from Perkiomenville, a ...

On any given day, there are few things more infuriating than encounters with lousy customer service. The frustration of waiting on hold, the labyrinth of automated recordings, and bot-generated ...

Where 'Sorry' means never having to solve a customer's problem. Things I learned about business last month when a major carrier (we'll just call it Hell Air) lost my luggage: The fact that you spend a ...

Now the glow of Christmas has begun to wear off, the crumpled wrapping paper has collected in the corner, the egg nog's not sitting so well, and it's time to deal with those inevitable holiday returns ...

A year after canceling my trash service, I am still getting billed for the three months during which another company picked up my trash. The problem persists despite letters, messages left on ...

And yet it’s more likely for customers to switch providers for Internet, pay TV, banking, and other services. Go figure. It seems as if everyone has a tale about Customer Service Hell. According to a ...

There’s nothing particularly new about the horrendous state of customer service. What is new is that maybe, just maybe, businesses will take steps to make customers happier this year. Ask anyone for a ...