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		<title>scripting.com</title>
		<dateCreated>Tue, 27 Apr 2010 18:27:38 GMT</dateCreated>
		<dateModified>Tue, 27 Apr 2010 18:48:25 GMT</dateModified>
		<ownerName>Dave Winer (Larry King)</ownerName>
		<ownerId>http://www.scripting.com/</ownerId>
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		<outline created="Tue, 27 Apr 2010 11:27:44 GMT" text="When it should be easy to speak to a human">
			<outline created="Tue, 27 Apr 2010 11:27:49 GMT" text="Twice in the last few days I've had this experience."></outline>
			<outline created="Tue, 27 Apr 2010 11:28:04 GMT" text="1. Bought something on a website."></outline>
			<outline created="Tue, 27 Apr 2010 11:28:11 GMT" text="2. The goods weren't delivered."></outline>
			<outline created="Tue, 27 Apr 2010 11:28:23 GMT" text="3. There was no way to get help from the organization. "></outline>
			<outline created="Tue, 27 Apr 2010 11:32:02 GMT" text="They had my money, I didn't have what I had bought, and there was no way to get help from a human being. The FAQs on both sites were of no help, they didn't anticipate the situation where someone had paid their money and had not received the product. "></outline>
			<outline created="Tue, 27 Apr 2010 11:29:19 GMT" text="Now, I can understand why a company who is providing a free service tries to hide the contact information. After all, you didn't pay anything, and a human being to answer your questions costs serious out-of-pocket cash. But if you paid, that excuse no longer works. "></outline>
			<outline created="Tue, 27 Apr 2010 11:30:13 GMT" text="In fact, it feels like fraud to take money online without a way to correct mistakes, which are sure to happen. "></outline>
			<outline created="Tue, 27 Apr 2010 11:30:44 GMT" text="I'm not saying which organizations, because I don't want to make this about them. Eventually both made good, but in neither case was the experience satisfactory."></outline>
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