Brian X. Chen on Customer Service and Product Reviews

Interesting piece from Brian X. Chen for the NYT:

Product reviews are broken. They are great at telling you about the speed of a computer or the brightness of a screen. But there’s a big gaping hole in evaluations of most products, from phones to computers to televisions. The product evaluations neglect to mention the quality of a company’s customer service, which becomes the most important factor of all when problems or questions related to the product come up.

I learned this lesson from a bizarre experience with a Samsung oven that I bought last year.

★ Wednesday, 6 May 2015