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After the successful 2010 launch of Apple’s iPhone 4, complaints of dropped calls and reduced signal began to pour in from major tech blogs. Apple’s initial response was to deny it had a hardware issue. Soon after, Consumer Reports released a...
This case study focuses on Raelyn Campbell, a former Best Buy customer, who is suing the company for $54 million. Campbell states Best Buy lost her laptop - while being serviced for repairs - and tried to cover up its disappearance for more...
Opened in 1992, the Pittsburgh International Airport midfield terminal complex was designed and built for the hub operations of USAir. Fifteen years and two bankruptcies later, US Airways has reduced what was their largest hub to a focus city...
American Apparel, a multinational fashion retailer headquartered in Downtown Los Angeles, looked to target the plus-size clothing customer segment in an effort to grow its stagnant sales. It launched “The Next Big Thing,” a marketing campaign...
On August 15th 2013, Moritz Erhardt was found dead at his student housing. The official cause of death was an epileptic seizure possibly caused by the long hours and lack of rest associated with his work, after pulling “all-nighters” and “magic...
Kickstarter, a brand leader in the crowdfunding market, is facing certain challenges as it negotiates the uncertain waters of competition. To date, Kickstarter has experienced stellar growth, despite offering no formal protection to its...
Progressive Insurance faced a widespread public relations crisis when Matt Fisher took to his personal Tumblr site to post a scathing account of his family’s experience with the company who insured his deceased sister. The blog entry went “...
On Friday, January 13, 2012, around 9:40 p.m. local time, the Costa Concordia, a luxury cruise ship carrying 4,200 passengers, punctured its hull off the coast of Italy. What followed the collision was a chaotic evacuation, irresponsible...
Bank of America experienced significant backlash in late 2009 regarding excessively high credit card interest rates and overwhelming late fees. This backlash came in the form of YouTube videos and a “debtors’ revolt” started by a former...
On January 15, 2012, Zappos, an Amazon subsidiary, was the victim of a purposeful hacking attack. CEO Tony Hsieh sent out a tweet, alerting customers that the systems had been penetrated and directing them to a letter with incident details and...