Is online customer service an oxymoron? I will give this company a day or two before revealing names, but my first brush with their service is challenging. A computer perephiral device I recently ordered does not work. I confirmed it in the office with some people more talented than myself at determining what are real problems and what are my imagined ones. The manufacturer offers online chat customer service, but when I went on the site, the message encouraged me to wait the 216 minutes until the next rep was available. The phone service, on which I was held for 90 minutes (while doing something else) cut me off at 9 p.m. sharp. I’m not surprised that while online sales were up during the holidays, customer service headed downward.