Consumers Use Internet For Revenge On Bad Brands

Meet today's consumer vigilantes. Many are arming themselves with video cameras, computer keyboards, and mobile devices to launch their own personal forms of insurrection. Frustrated by the usual fix-it options-obediently waiting on hold with Bangalore, gamely chatting online with a scripted robot-more consumers are rebelling against company-prescribed service channels. After getting nowhere with the call center, they're sending "e-mail carpet bombs" to the C-suite, cc-ing the top layer of management with their complaints, and publicizing misdeeds via YouTube.

Business Week: February 21, 2008
By Jena McGregor