August 29, 2005
Cliff Edwards

Whatever happened to keeping the promises both implied and real that you make to a customer? In nearly every industry you look nowadays, it seems customer service is getting more miserable. Why is the onus now on the customer to make sure you're getting exactly what you pay for?

Consider my recent experience upgrading my DSL service: SBC is trying to lure people away from cable's broadband, and to keep its own DSL customers, with hot pricing deals of $15 for basic service and $25 for expanded. I recently discovered that since I signed up for DSL years ago, I was getting speeds worse in some cases that what'd you get for basic service.

Continues @ Business Week