Nothing is more frustrating than dealing with a customer service hotline. Just ask concert pianist Ronnie Segev. Last summer he was charged $953 by Priceline for a plane ticket he claims he didn't buy. He said that he would be willing to pay only $500 but when his search for the tickets came back, the only tickets avaliable were over $900. He claims that he didn't purchases them but http://www.priceline.com/ claim that he did. When Segev called the company up and asked for his money back and they refused, he called and asked again. And then again. And again. And again. Segev called 215 times to be exact because he was unable to reach an actual operator. After the 215th time, Priceline reported Segev to the NYPD for 215 counts of harassment.
The company even went so far as to claim in court that they had to switch to an automated customer-service system in response to Segev's 215 calls. A judge did later dismiss the charges, but the public relations damage was done. Segev had already spent 40 hours in holding cell and is now ready to sue Priceline. Segev still hasn't gotten his money back, though he has just filed suit against Priceline for malicious prosecution.
In terms of crisis public relations, Gothamist.com had this to say about the incident, "Priceline needs to get their priorities in order though, as this is just the kind of story a company like that should be perfectly happy to pay to shut up. Because if they don't, you get consumers like us who are now pretty sure we're not going to be using Priceline again anytime soon..."
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