02-19-2006, 10:53 AM
Quote:With the convenience of e-commerce comes a trade-off: lack of personal customer service.
Phone numbers are sometimes hard to find, if they are there at all. E-mail queries often are answered by anonymous customer service representatives writing from "Do Not Reply" addresses.
It's not just eBay. Popular Web-based businesses such as Amazon.com and Netflix prefer you to navigate the FAQs first and to e-mail -- not call -- as a last resort...
"We live in a world of instant gratification," Galvez said. "If you've got someone on your product page, and they can't figure out what they want to know, they won't wait -- they'll go to the competitor."...
full article: http://www.newhousenews.com/archive/gomez021706.html