The subtle art of retaining customers

Sometimes something as simple as a smile can stand between you and a lost customer

10/15/2010

Google Apps tech support falls short

A reader asks the Gripe Line to help solve a problem with Google after being left in limbo by the company's Postini service

10/11/2010

How to sue telemarketers and win

Turning telemarketing harassment into cash is not as hard as you might think

10/05/2010

Disgruntled HP customer meets happy resolution

Readers -- and the company -- react to a tale of HP tech support gone awry

10/01/2010

Weighing the merits of tech-gear insurance

Gripe Line readers have questions -- and answers -- about the decision to insure high-tech items

09/27/2010

Windows 7 lifts PC satisfaction rates

Customer satisfaction among PC makers is on the rise -- that is, until tech support gets involved

09/24/2010

Metrics -- the Achilles' heel of tech support

Support-call statistics can be very misleading -- all the more reason to look beyond the numbers

09/21/2010

HP tech support lacks human touch

The company loses a customer when tech support staff forgets there's a human being on the other end of the line

09/16/2010

When to insure your tech gear

Depending on how you use (or abuse) your tech gadgets, it might be time to move beyond simple warranty math

09/10/2010

Parallels guilty of clueless Mac support?

Tech support staff fail to deliver on Parallels Server's promise of Mac compatibility

09/08/2010

User reviews: The best advertising money can buy?

The FTC launches an uphill battle against paid endorsements on the Web, charging a firm for fake game reviews on iTunes

09/01/2010

Zero-day exploits spur uptick in Adobe updates

Increased frequency of requests to update Adobe software can be attributed to a rise in exploited vulnerabilities

08/26/2010

Microsoft tech support bot goes rogue

Pressed for explanation, Microsoft support chat bot concocts its own Office 2007 download rules

08/23/2010

Don't be duped by fake software offers online

One reader learns the hard way that you need more than faith alone when dealing with some online vendors

08/20/2010

Readers sound off on Dell Ubuntu support, Adobe Reader updates

Gripe Line mail bag: More Ubuntu options, fewer Adobe Reader patches please

08/12/2010

Beware ever-changing fine print online

One reader who read the fine print before signing his satellite TV contract learns that reading it once is not enough

08/10/2010

Read the fine print of your satellite TV contract

Beware of high early termination fees and other hidden unpleasantries lurking in DirecTV and Dish Network contracts

08/05/2010

Tales from the tech support trenches

Real stories from the life of field technicians show how dirty tech support duty can get -- and the value of personal touch

08/04/2010

Where are Dell's Ubuntu PCs?

Dell told us back in February that new machines were coming soon -- but has the company gone back on its word?

07/30/2010

The four stages of software upgrade grief

A failed Adobe CS4 upgrade leads one reader on a long, discouraging road to recovery

07/29/2010

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