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Customers often run into pricing errors when buying items online — and when they say they want the original price, they get nowhere.

This happened to Tad Klupsas, who’s legally blind, so he filed a complaint to the Ontario Human Rights Commission against Future Shop. His story interested me enough to write about it earlier this month.

Now Future Shop has investigated and made some changes to help both disabled customers and everyone who wants their complaints escalated in a timely and appropriate way.

Shannon Kidd, a media contact for Future Shop and Best Buy, welcomes complaints from customers as a signal of what’s wrong and what needs to change. She and her team deserve credit for taking hold of this controversy and trying to ..read more

In just a short time, Twitter has become an essential tool for both media and business.

I have a Twitter account and so does Rogers Communications. In fact, it has a few of them. You can check out what Rogers is doing, even if you’re not on Twitter yet:

twitter.com/rogersrob

twitter.com/rogerskeith

twitter.com/rogershelps

twitter.com/fidomobile

Rogers told me that it’s trying to reach out to people who post online comments about their bad experiences, Then, it works to resolve these complaints offline.

Wouldn’t you know it? Right after I talked to Rogers, I got an email from someone who was helped this way. And he was pretty happy about it.

Hi Ellen,

I just thought to pass this message to you to inform other readers of your articles and on your side blog.

I recently ..read more