Consumer Reports tests itself

In this report: Overview; July 2011 Ratings; What makes for good service; Are consumers too whiny?; America’s top gripes; How to rattle a company’s cage; Consumer Reports tests itself

Consumer Reports tests itself

Last reviewed: July 2011

This article appeared in
July 2011 Consumer Reports Magazine.

It’s easy to cast stones, but how is our own customer service? We had a freelance reporter ask Consumer Reports an easy question: What’s the best deal on a one-year subscription to the magazine? The lowest posted price was $26. Here’s what happened:

By phone

An automated system picked up after one ring and offered three options: “1. Change an address”; “2. Subscribe”; or “3. All others.” She pressed 2, and a human picked up so fast that she couldn’t tell what song had been playing. The rep said there were no discounts but offered 10 issues for $20.

By e-mail

Our reporter couldn’t find her answer among the 30 FAQs at ConsumerReports.org. She then clicked on the “send us an e-mail” link under “contact us” and submitted her question. The site says to allow at least five business days for an answer. Within three days, she received a response similar to the one she got on the phone.