Customer Service -- Engadget

customer service posts

AT&T, Sprint, T-Mobile, Verizon goaded into customer service showdown

by Joseph L. Flatley posted Sep 29th 2009 at 2:59PM

It doesn't matter who your carrier is, you're gonna have some complaints. But is the grass always greener somewhere else? To answer that question, the kids at Laptop Magazine have conducted a test of the customer service practices of the big four (Verizon, Sprint, T-Mobile, and AT&T) to ascertain each company's friendliness, knowledge, and timeliness. The publication placed customer service calls twice during a week (once at midday and once during rush hour), visited two stores per carrier in New York City, and tried to find solutions to its problems using each carrier's online knowledge base. Apparently, T-Mobile takes the prize for in-store assistance and web support, and Sprint, while not always able to answer questions, at least had taken steps to streamline the support process (and the fact that its employees were friendly didn't hurt). Apparently Verizon Wireless offered solid in-store support (albeit with grumpy employees), "quick and accurate phone support" and "solid" online help. AT&T, sadly, was the loser here -- Laptop says it left the store "shocked" that one representative couldn't figure out how to get email up and running on its Blackberry. Shocking! Hit the read link to see for yourself.

T-Mobile provides support, good vibes to its iPhone-using clientele

by Ross Miller posted May 9th 2009 at 3:58AM

Despite not being its official US carrier, T-Mobile still seems to wanna maintain an amicable relationship with all those who came over with an iPhone in tow. According to a report by The Consumerist, a recent update to the carrier's voicemail system caused some of the smartphones, including Apple's touchscreens, became unusable, with a volley of blank text messages dated from the future arriving instead. Those who contacted customer service were called later to acknowledge the issue and offered an one month service credit. Said the rep, "T-Mobile, though they do not offer the iPhone, and that they are committed to supporting users on their network who have them" -- not too surprising a stance, but a kind gesture for sure. The problem has since been fixed, and everyone lived happily ever after.

[Via iLounge]

Sprint's CSR response time skyrockets to first in recent survey

by Darren Murph posted Oct 20th 2008 at 5:36PM

Last summer, Sprint was the laughing stock of the major US carriers in terms of customer service. Fast forward 15 months, and the very same carrier is now sitting atop the pile. A recent report compiled by Pali Research has found that Sprint's wireless customer care response times were best in class, and just 2.5 years ago in its first survey, Sprint was dead last. The carrier answered a whopping 91% of calls that researchers placed to the care center in under 30 seconds, while 99% of calls were answered within 2 minutes. If you're curious how the other guys did, try this: Verizon grabbed the silver with 85%, T-Mobile followed with 43% and AT&T took home the award of shame with just 33% of test calls answered within half a minute. So, the real question is: have you Sprint customers noticed an uptick in service levels? And are you AT&T subscribers growing increasingly impatient?

[Via phoneArena]

Yahoo! offers up coupons and refunds to DRM server-shutdown victims

by Joshua Fruhlinger posted Jul 31st 2008 at 8:45AM

If you woke up this morning worried about what Yahoo! is planning to do for its Music Store customers who are about to be left in the lurch with its DRM server shut-down, have no fear. Yahoo! has announced that it will offer customers coupons or refunds for those songs you bought. Basically, you'll get a coupon that you can use at RealNetworks Inc.'s Rhapsody download service. Their songs, of course, are DRM-free. For those of you who have "serious problems with this arrangement" (their words, not ours), refunds will be available. The servers go down on September 30, so start combing your collections, kids.

[Thanks, JC]

Dell Studio Hybrid mini pc shows up in hidden Dell customer service page

by Joshua Fruhlinger posted Jul 28th 2008 at 8:54AM

If you've been paying attention, you remember all those blurry-vision pictures of an upcoming Dell mini desktop called the Studio Hybrid. As it turns out, those spy images were more than speculation, as an anonymous reader tipped us off to one of Dell's internal customer service session pages that guides the rep through some wireless keyboard and mouse resynchronization steps. The Dell Studio Hybrid appears to be codenamed "Nausicaa" (if image filenames are to be believed) and will ship with a wireless mouse and keyboard. It seems Dell believes that customers will need some help setting up these potentially finicky peripherals. As for when this new mini-desktop will be available, we're still in the dark on that, but a back-to-school number this like wouldn't be such a bad idea. We're not sure how long the page will remain up once our readers have poked at it, but we captured the images in a handy gallery for that inevitable moment.

UPDATE: Looks like the Studio Hybrid will also be available with a Blu-Ray drive and user-changeable color panels to match your design scheme. It will also launch within the next two weeks, if our other anonymous tipster is to be believed.

Gallery: Dell Studio Hybrid

Yahoo! to compensate DRM-protected Music Store customers

by Darren Murph posted Jul 26th 2008 at 4:58PM

Hey, both of you Yahoo! Music Store customers, listen up. Just hours after Yahoo! affirmed that it would be powering down its DRM servers, along comes a spokesperson to alleviate any worries that you two will get screwed in all of this. According to Carrie Davis, customers "will be compensated for whatever they paid for the music," and she continued on to state that Yahoo "had not yet decided what exactly it would do, but it would take care of its customers." Some of the possible options include getting cash back for the money spent on tracks or receiving MP3 versions of the jams sans DRM (we'd take the former, thanks). Depressingly, there doesn't seem to be a definitive time table laid out just yet for the restitution process.

Pioneer issues firmware update for screwy AVIC F-Series navigators

by Darren Murph posted Jul 21st 2008 at 10:23PM

Just over a month after the internet got all fired up about the problematic AVIC F-Series navigators, Pioneer has come to the rescue (we hope, anyway) with a free firmware update. Aimed specifically at the US-based AVIC-F90BT, AVIC-F900BT and AVIC-F700BT, the update will reportedly "improve overall system performance and resolve certain software issues." The outfit also notes that the AVIC-F500BT doesn't need the upgrade, and even if your unit has been a-okay thus far, it still recommends applying the software. Take ten minutes or so and see what the latest firmware has to offer, and be sure to let us know if all (or some) of the kinks have indeed been ironed out.

[Thanks, Steven]

Los Angeles to sue Time Warner Cable over shoddy service

by Darren Murph posted Jun 6th 2008 at 7:42AM

Far from being the first time Time Warner Cable has upset its subscriber base, the Los Angeles city attorney's office is pulling a Dee Snider and refusing to take the carrier's lackluster service anymore. In a 25-page lawsuit, the city is alleging that the operator "caused major havoc and distress" two years ago when it "failed to live up to its part of the franchise cable agreement requiring that a company answer subscribers' calls within 30 seconds and begin repairs of service interruptions within 24 hours of notification in 90% of its calls for service." The suit claims that no more than 60% of customer calls were answered in time, and cable / internet service was said to be "so intermittent and inferior in quality that it was not much better than no service at all." Not surprisingly, TWC representatives chose not to comment on the whole ordeal, but the outfit could face civil penalties of tens of millions of crisp US dollars in the case. Should've picked up the phone, TWC -- it would've been easier than picking up this tab. [Disclosure: Engadget is part of the Time Warner family]

[Image courtesy of Web 2 Concepts, thanks Scott]

95 percent of all returned gadgets still work, Americans don't read manuals

by Joshua Fruhlinger posted Jun 3rd 2008 at 9:43AM

Blame it on poor usability or just not reading the frickin' manual, but it turns out that 95 percent of all returned gadgets actually work despite what customers may say or think. That's right -- of the $13.8 billion worth of returned products in 2007, only 5 percent were because gadgets were truly broken. According to Accenture, 68 percent of all returns work but aren't meeting customer expectations -- or they are simply too confusing to use. The other 26 percent are returned due to straight-up buyer's remorse (AKA significant other budgetary freak-outs). Accenture executive Terry Steger believes that the complexity of gadgets is to blame here, and not the fickle nature of American consumers who tend to give up on product setup within a few minutes. We believe this is all actually due to the implicit nature of -- ooh, look at that shiny thing over there!

ASUS replacing Eee PC 900 batteries with longer lasting versions

by Darren Murph posted Apr 22nd 2008 at 10:48PM

Attaboy, ASUS. Not even 24-hours after reports starting flooding in over end users receiving less capacious Eee PC batteries in Hong Kong than expected, the firm is stepping up and doing the right thing. According to an admittedly rough translation of a statement on its website, ASUS is openly thanking its supporters for their business, and while it seems as though it's still chalking the whole mishap up as a simple mistake, every single Hong Kong-based customer will be receiving a free (5800mAh) replacement. 'Tis a shame we'll likely still be griping over the battery life.

[Via jkkmobile]

Creative halts unauthorized distribution of homegrown Vista drivers

by Darren Murph posted Mar 29th 2008 at 4:52PM

Chances are that if you do your duties on Vista and rely on one of Creative's sound cards to get your dance on, you may have become frustrated by the firm's inability to offer up a driver package that lived up to those loosed for Windows XP. 'Course, if that rings a bell, you're probably not too concerned -- you know, thanks to those unofficial (but totally functional) drivers brought to you by Daniel_K. Unfortunately for users suddenly excited to gain some extra utility from their device, Creative has hopped on the offensive and is forbidding said compiler from distributing the firm's technology / IP (not to mention collecting donations), and it's also scouring the 'net to remove other links to the software. Granted, we fully understand Creative's desire to disallow the distribution of untested, potentially harmful third-party drivers, but until they release the drivers customers expect they should be a little more cautious about shutting down third party patches.

[Via Slashdot, thanks to everyone who sent this in]

Update: It seems Creative has decided to allow Daniel_K to continue with one particular endeavor at least, noting that "as long as no intellectual property of Creative is distributed, [it] will have no problem with it." Thanks, Aaron!

Alienware Area-51 m15x owners outraged by overheating, cracking issues

by Darren Murph posted Mar 12th 2008 at 8:14AM

We've been inundated with e-mails from Alienware m15x owners who have shelled out thousands of bucks in order to take home a serious piece of gaming hardware, only to find that their machine is overheating and / or developing cracks in the frame for no apparent reason. If you'll recall, this isn't the first time the laptop aficionados over at Notebook Review got all worked up over an issue with the m15x, but it seems the latest round of quirks have pushed the community over the edge. So, have any of you out there awoke to see your machine slightly more damaged than it was the night before? Are things getting way too heated for anyone's comfort? Let us know what's up in comments below.

Update: Alienware pinged us to say that the linked response below is in fact authentic, and that the company is "aware of the issue and working hard to figure out what's going on."

[Thanks to everyone who sent this in]

Read - Area-51 m15x owners experience overheating and cracking issues
Read - Alienware's reply to the issue (confirmed as authentic by Alienware)

Brookstone converts Sharper Image gift cards into practically worthless discount

by Darren Murph posted Feb 27th 2008 at 3:27PM

What's worse than being forced to hang with your "pals" as they peruse the aisles of Sharper Image? Why, perusing the aisle at Brookstone, of course! In an admittedly ridiculous ploy to solicit business from now-shafted Sharper Image gift card holders, Brookstone is attempting to do the world some giant favor by converting any Sharper Image gift cards or gift certificate into a 25-percent off discount for its stores. Unfortunately, the individual with a $1 gift card and a $20,000 gift card get the same lame-o discount, and better still, the deal isn't valid on ~~the few things in there worth a darn~~ Sony, Celestron, Bose, Panasonic and Tempur-Pedic items. Thanks for nothing, Brookstone.

[Image courtesy of OrlandoAirports]

Busted Rock Band axe? Here's a free game for your trouble

by Darren Murph posted Dec 3rd 2007 at 6:14PM

Just days ago, we heard that the Rock Band team would be replacing faulty axes with haste, but alas, they haven't been able to come through as promised to all customers. Reportedly, a "late shipment from its manufacturer" has caused some gamers to pace around frantically while suffering through an "unacceptably long delay," but rather than sitting idly, EA will be offering up a free game to those who are forced to wait. Certain customers have already received emails notifying them of their reward for patience, but interestingly, there's no mention of what game will be handed out. 'Course, it also states that "details will follow shortly," so here's to hoping it's a title worth playing (or eBaying, at the very least).

[Via Joystiq, thanks Mike]

Sprint lambasted for disconnecting whiners, notorious roamers

by Darren Murph posted Jul 10th 2007 at 1:01PM

Recently, Sprint decided to cut its losses and give a number of CSRs a break from the nagging when it pulled the plug on nearly 1,200 of its mobile customers. Apparently, these whiners were dialing in "40 to 50 times as often" as the "average customer," and after failing to appease them, the firm chose to "terminate the relationship with those customers to allow them to pursue other options." As you'd imagine, some of these bicker-prone individuals are less than pleased with the outcome, and to make matters worse, the firm has also cut the cord with habitual roamers -- including some that are actually enlisted in our military. Can't a soldier (or sniveller) catch a break?

[Thanks, John F.]
Read - Sprint cancels 1,200 contracts over excessive complaining
Read - Sprint cancels traveling soldiers' cellphone