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Jennifer Marks

Walmart.com hangs up on customers

September 28, 2007

This one blows my mind. According to the New York Times’ business and technology blog, Bits, Wal-Mart has decided to elminate the toll-free help number from its web site — along with all other company phone numbers! The "Customer Contact Reduction" policy is to go into effect next week, reports the Times.

I can’t imagine why a company that has been working so hard to repair its reputation with consumers would choose to throw a wall up between itself and the more than 28 million visitors who shop its site each month.

Yes, customer service costs money. For a retailer the size of Wal-Mart, it probably costs a lot of money. But that’s part of doing business, and this move has Cold Multi-National Corporation written all over it.

Sam Walton wouldn’t just roll in his grave, he’d climb out, walk down to Highway 71B and clunk heads.