Is E-Commerce Customer Service Going Downhill?

It's not just software where people are having support problems these days. One columnist notes (while admitting it's a sample size of one) that he's noticed his customer service experiences with online retailers has been dreadful lately. He claims that back in the 90s he had wonderful experiences, but lately that's not the case at all. What's interesting, of course, is that the early days were when these small firms were supposed to have more trouble delivering the service levels promised. However, it often seems that smaller companies do give better customer service because they really do appreciate the business. It's once companies get larger that they start to treat customers as if they were interfering with more important work. [via Techdirt]

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