In these days of teenage Internet entrepreneurs, it's easy to forget, when shopping online, that you may not be dealing with a large, highly organised corporation. I recently e-mailed one website to enquire why my goods had not arrived a week after I had paid for them. A little later, I received a charming telephone call. 'Sorry for the delay,' said a young male voice. 'I'll check and get back to you. I can't access the Net at the moment because my mum's doing the vacuuming and this room only has one socket,'
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