Consumers Voice E-Shopping Concerns On Computer Economics Hotline

Through the E-Shopping Hotline, Computer Economics is providing a forum for consumers to express their frustrations about shopping online. Computer Economics reports these problems to the major online vendors and assists shoppers in finding immediate solutions.""We have seen a high degree of annoyance and exasperation among online consumers, and that spells losses for Internet vendors,"" said Computer Economics Vice President of Research Michael Erbschloe. ""Whenever a customer gets bogged down in a bad online customer service experience, the time savings proposition offered by the Internet is lost. It ends up being easier for the shopper to go out to the store.""Some of the customer service problems consumers have been encountering online range from full Web site outages to confusing navigation, complicated or multi-step purchasing processes, unclear pricing information, lack of information on warranties and return policies, and slow download times.""Barring the occasional outage, only a handful of the major Web sites work well when it comes to customer service,"" said Erbschloe, ""But from what we've seen, customer service goes downhill from there. The Web sites without quality customer service are killing themselves by driving away customers.""Consumers who call the Computer Economics E-Shopping hotline will receive information on taking a course of action to help solve these customer service difficulties. In some cases and depending on the nature of the problems, Computer Economics will assist consumers in filing formal complaints against online companies with poor customer service. To access the Computer Economics E-Shopping Hotline, consumers can call 800/326-8100, ext. 116 or e-mail complaints to shopping@compecon.com.Computer Economics is an independent research firm specializing in helping IT decision makers plan, manage, and control IT costs through advisory services, analyst support, an innovative Web site, and printed reports. Based in Carlsbad, Calif., Computer Economics serves 82 percent of the Fortune 500. For further information, please visit the Web site at http://www.computereconomics.com or contact Adam Harriss at 760 438 8100, ext. 108 or email: aharriss@compecon.com.