Editor’s Page

Good News: Customer Service Is Getting Worse Shopping at a large department store recently, I’d selected a new TV set and was ready to pay when the salesman, who hadn’t been very helpful to begin with, began pitching an extended warranty. I wasn’t interested. At $150, it seemed ridiculously overpriced. Besides, why should the customer have to insure himself against a manufacturer’s shoddy workmanship? Does the manufacturer stand behind its product or not? The salesman dismissed my arguments and continued pressing the costly warranty on me. Sensing defeat, he finally went so far as to claim that the TV couldn’t be sold without the warranty! I’d never heard of such an outrageous policy and strongly suspected I was being lied to. I turned on my heel and left. The other incident was sort of the opposite. I was in a men’s clothing store in a huge mall and needed help findi
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