Hey, it's Friday eve. Writing to you from New York, I'm Jordan Parker Erb. Before we get started: Thank you to my colleague Avery Hartmans, who will be helming the 10 Things in Tech ship while I'm out ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...