The New New Customer Service

Such is customer service in the new digital age of transparency that Random House is offering refunds on “A Million Little Pieces” to people who purchased direct from the publisher. (According to the Reuters report.) This after a TheSmokingGun.com report — and much discussion of it in countless blog entries and news stories — that casts serious doubt on the alleged memoir’s veracity. It’s a testament to lessons learned by Dell and Kryptonite Locks — when the word-of-mouth turns against you, respond, act, do something. Because stonewalling doesn’t work any more.