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February 22, 2024

57 – What Ever Happened to Customer Service?

Host: Herb Weisbaum /
Guest(s): Jon Picoult - Founder of Watermark Consulting and author of "From Impressed to Obsessed"; Forrest Morgeson - Associate Professor of Marketing at Michigan State University, Director of Research Emeritus at the American Customer Satisfaction Index
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Are you frustrated with the way companies treat you? If so, you’re not alone: Surveys find that many consumers are fed up with long waits on the phone, customer service agents who can’t solve their problems, unintelligible billing statements, poorly designed websites, and inexperienced or indifferent sales staff.

In this episode: Why do so many companies see customer service as a costly problem, rather than a way to retain their customers? Why is it so difficult, if not impossible, to resolve issues via phone? Is there anything you can do to get your problems solved after the sale?

Support our podcast: https://podcasters.spotify.com/pod/show/consumerpedia/support

Related Episodes

December 18, 2025

99 – How Marketers Target & Sometimes Trick Kids

Host: Herb Weisbaum /
Guest(s): Bonnie Patten - Executive Director, Truth in Advertising (TINA.ORG); Dona Fraser - Senior Vice President, BBB National Programs

America’s children have enormous spending power. Most have cash or access to their parents’ credit cards—and plenty of influence over what the family buys through their “pester power.” Marketers know this, which is why they spend billions of dollars a year targeting minors.

Advertising can easily exploit a child’s limited ability to distinguish between entertainment and selling. AI and digital animation make it easier than ever for advertisers to cross the line. The growth of online marketing to children raises serious concerns about privacy and data collection.

In this episode, what’s being done to protect our children from the pervasive and persuasive marketing? What are the rules regarding marketing to minors, and is anyone enforcing them?  And most importantly, how parents can talk to their kids about advertising.

Additional Resources:

Children’s Advertising Review Unit (CARU)

BBB National Programs – Children’s Initiatives

TINA.org: Monetizing Minors

More from Checkbook:

Unsafe Toys: How to Spot the Hidden Risks That Could Harm Your Child

Are Your Kids’ Smart Toys Spying on Them?

Buying Toys on Overseas Websites Can Be Risky

Related Consumerpedia Episode: 20 – Whatever Happened to Truth in Advertising?

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October 23, 2025

95 – Cryptocurrency: Coins, Cons, & Chaos

Host: Herb Weisbaum /
Guest(s): Amanda Fisher - Policy Director and COO of Better Markets and former Chief of Staff at the SEC; Corey Frayer - Director of Investor Protection at the Consumer Federation of America and former senior advisor at the SEC

Despite lingering concerns about volatility, scams, and lax regulatory oversight, cryptocurrency has evolved from a digital curiosity into a mainstream financial asset. About 28% of U.S. adults now hold some form of digital currency. Major financial firms and banks are increasingly offering crypto to their clients, and a growing number of merchants now accept crypto payments.

Consumer advocates worry about the “gold rush” mentality that’s taking place as millions try to cash in on the boom, seemingly unconcerned about the potential bust.

In this episode: What’s crypto, how does it work, and why are people buying a currency that’s virtually unregulated? We’ll explain “meme coins” and “stable coins.” Plus, is crypto as secure as we’re led to believe? (Spoiler alert: It’s not!)

Additional Resources:
NerdWallet: Cryptocurrency Basics: Pros, Cons, and How It Works

Bankrate: About 78% of Americans say they’re uncomfortable investing in Bitcoin or other cryptocurrencies. Here’s why

Related Consumerpedia Episode: Episode 81: Algorithms Secretly Control Your Financial Fate

Not a Checkbook member? ⁠⁠⁠⁠⁠Sign up for a free 30-day trial to access all of our unbiased ratings⁠⁠⁠⁠⁠.

October 9, 2025

94 – Our Editors’ Favorite Websites & Apps

Host: Herb Weisbaum /
Guest(s): Kevin Brasler - Checkbook's Executive Editor; Jamie Lettis - Checkbook Associate Editor

Checkbook’s editors and researchers love to save you time and money, and they use a broad range of consumer-oriented websites and apps to do so.

In this episode, we’ll highlight some of their favorites and why they find them to be valuable tools.

More from Checkbook: Our Editors’ Favorite Websites and Apps

Not a Checkbook member? ⁠⁠⁠⁠⁠Sign up for a free 30-day trial to access all of our unbiased ratings⁠⁠⁠⁠⁠.

July 10, 2025

90 – Buy Now, Pay Later

Host: Herb Weisbaum /
Guest(s): Ted Rossman - Senior Industry Analyst at Bankrate.com; Lauren Saunders - Associate Director, National Consumer Law Center

Buy Now, Pay Later (BNPL) financing continues to grow in popularity. These short-term loans, which are typically 6 weeks and usually interest-free, appeal to consumers who want flexible payments and no credit card debt.

Consumer advocates warn that BNPL services make it too easy for people to purchase items they can’t afford, which can result in late fees and costly bank charges. Personal finance experts worry about the growing number of people who use BNPL to buy everyday items, such as groceries, gasoline, and food delivery services.

In this episode, we discuss how BNPL works, the possible pitfalls, and the smart way to use these short-term loans.

Related Consumerpedia Episodes:

Episode 80: Debt Busters: Real-Life Success Stories
Episode 50: Finding a Credit Card That’s Right for You

Additional Resources:
Consumers’ Checkbook: The Hidden Costs of Buy Now, Pay Later
Bankrate: About half of buy now, pay later users have experienced issues like overspending and missing payments
National Consumer Law Center: Risks and Advice for Buy Now, Pay Later Borrowers
Consumer Financial Protection Bureau: CFPB Research Reveals Heavy Buy Now, Pay Later Use Among Borrowers with High Credit Balances and Multiple Pay-in-Four Loans

Not a Checkbook member? ⁠⁠⁠⁠⁠Sign up for a free 30-day trial to access all of our unbiased ratings⁠⁠⁠⁠⁠.

June 12, 2025

88 – Cyberthieves Weaponize AI to Perfect Online Scams

Host: Herb Weisbaum /
Guest(s): Ben Winters - Director of AI and Privacy at Consumer Federation of America; Kolina Koltai - Senior Researcher at Bellingcat

Criminals in the U.S. and around the globe are weaponizing artificial intelligence to create scams that are more convincing and more harmful than ever. As AI technology advances, it’s becoming difficult or nearly impossible for the average consumer to tell what’s real from what’s fake.

AI is being used to create bogus celebrity endorsements, fake images, and even write books by non-existent authors. The technology is so easy to use that scammers can pose as someone else and have video conversations with their targets.

In this episode, we’ll explain how fraudsters are using AI to supercharge their deceptions and share tips on how you can protect yourself.

Additional Resources:

⁠Scamplified: How Unregulated AI Continues to Help Facilitate the Rise in Scams⁠

⁠Don’t Get Scammed! Tips For Spotting AI-Generated Fake Products Online⁠

More from Checkbook:

⁠Identity Theft and Fraud: How to Protect Yourself ⁠

⁠Fraud Alert: Criminals Pitch Bogus Cryptocurrency Investments⁠

⁠Social Media Scams Are Skyrocketing. Here’s How to Protect Yourself⁠⁠

Not a Checkbook member? ⁠⁠⁠⁠⁠Sign up for a free 30-day trial to access all of our unbiased ratings⁠⁠⁠⁠⁠.

April 17, 2025

84 – Free Perks You Didn’t Know You Had

Host: Herb Weisbaum /
Guest(s): Jamie Lettis - Checkbook Associate Editor

Whether it’s a complimentary dessert, an unexpected upgrade to a better hotel room, or you find a $20 bill in your coat pocket, we all like freebies.

The staff at Checkbook sifted through member benefits for credit cards, warehouse clubs, health plans, and AAA. We discovered dozens of perks that are often overlooked. If you don’t know about them, you may be missing out on significant savings.

⁠Read Checkbook’s full report on free perks⁠.

Not a Checkbook member? ⁠⁠⁠⁠⁠Sign up for a free 30-day trial to access all of our unbiased ratings⁠⁠⁠⁠⁠.

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