Kraft made a lot of its customers ecstatic last week, then made them furious. In the company's Ready to Roll contest in Chicago and Houston, readers matched game pieces in a newspaper ad with ones on specially marked packages of cheese. Only a few were supposed to match, but a printing error produced millions of potential winners. Worse, hundreds of people thought they had won the grand prize: a $17,000 Dodge Caravan. In response to customer complaints, the food giant offered a compromise: $250 in cash for winners of the van, lesser amounts for the other winners, and a drawing for...
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