An Epic Customer Experience Fail (And My Epic Win)
I once had an unforgettable retail encounter at the Gateway Computers store in San Diego. It was the year 2000 and Gateway was king when it came to PCs. Remember them, the brand with the black and white spotted cow logo? You know you do! They were as ubiquitous and visible in their peak as the once mighty AOL, who so kindly adorned every coffee table in the USA with enough free trial CD-ROMs to provide complete coaster collections for the bulk of the population. The point is, I had broken my PC Card modem (PCMCIA back in the day), and while there were already options to buy and replace products with merchants online, I decided to do it the old-fashioned way: I was going [...]