Online retailers fumble on customer care coverage of Jupiter report concerning customer service with online and brick and mortar retailers.

While online retailers are tallying the results of a strong holiday shopping season, their customers may be enumerating their service failures, according to a report released Thursday. ... According to a Jupiter Media Metrix study which measured 250 Web sites, 70 percent of online retailers failed to resolve basic customer requests online within six hours. Customers that went with online-only operations endured the worst treatment, according to the study.

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