Customer Service Suffers on Black Friday

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It is Black Friday for retailers, one of the busiest shopping days of the year.

We all know low prices draw in the crowds, but what happens to customer service? Los Angeles shoppers talk about some of their experiences buying and returning items.

Writer Mike Elgan talks to Madeleine Brand about whether technology has made customer service better or worse. We also hear from a mystery shopper about why companies hire people like her — and what it is like to buy incognito.



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