Christoph Hitz
NY Business Section
In the Haggler's article the the victims computer gets stuck at the Fedex office due to mislabeling by Dell.

Last spring I got a call from Fred Norgaard from the New York Times, he asked me if I would like to illustrate a consumer advocate column called "The Haggler" for the business section of the Times Sunday edition. So every 2 weeks Fred and I get into a friendly battle over the new Haggler image. The topics range from, crummy warranties, small print that you need a law degree to comperhend, absent customer service, contracts that can't be changed, and the list goes on.
Today's article talks about a law student who has to turn in her final exam papers and finds her self with a broken laptop. She sends it out to Dell and gets it back after a nightmarish ordeal that lasts two month. Many of these stories are about people trying to get in touch with a competent human from customer service who can resolve the issue ASAP. Waiting on hold has become the the modern day version of standing in line, here are a few variations.
After numerous phone calls and six consecutive radiator replacements, car makers inch closer to evoking the "Lemon Law."

American Airlines makes it nearly impossible to reclaim any refunds by simply ignoring phone calls.

No way out of this cell phone contract.

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