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Laptop Mag's tech support showdown strikes once again
Laptop Magazine's once again done us all a really good turn by running a pretty exhaustive -- yet totally reasonable -- test of the tech support for ten popular companies that produce laptops. Essentially, they placed two call to each outfit's support -- one during peak, one during off-peak hours, and asked them some really basic questions such as "How can I make changes to my notebook's power settings?" Then, they tried to find answers to the same questions via the company's various web-based resources. So, what's the skinny? Well, only Apple got an "A," while Acer, Dell and HP hold the bottom spots with a "C-" score, while everybody else falls somewhere in the middle. The report, is, however, a really fascinating read with far more information than mere letter grades, so please -- click the read link to read the entire, epic tome.
LogMeIn Rescue+Mobile to provide remote IT access on Android
Among oodles of new phones, we're also expecting some nice surprises on the software front at Mobile World Congress this week. One particular app that has our attention is LogMeIn Rescue+Mobile, which should enable IT support groups to tap into one's Android-based phone remotely and "see an exact visual replica of the smartphone on their computer screens." From there, the techs can mash buttons, tweak code and do whatever needs to be done to solve any lingering issues. Call it remote virtualization, with a pinch of "help!" We're told that the software will be available immediately for carriers kosher with having it loaded on, and for any CSR who has attempted to understand a problem via spoken word alone, we're sure they're undoubtedly on board with this alternative.[Image courtesy of interpunct]
ZeeVee technical support: now open at really weird hours
For anyone's who has tried to connect ZeeVee's ZvBox, we commend you if you've managed to avoid calling technical support at least once. Although we're (mostly) kidding there, there's no denying that the aforesaid unit is one of the more complicated devices to install and get running. Thankfully, ZeeVee has inked a contract with Inforonics to provide extended hours of tech support, meaning that you really can get your install issues dealt with at 3:17AM. As always, YMMV when calling in at such bizarre hours, but at least you'll have a warm body to talk with even if the troubleshooting is a bust, right?
DISH Network hiring 200 in call center to handle growth
Just days after hearing that Verizon would be staffing its Syracuse call center with 335 new employees over the next few years, DISH Network is announcing that it too needs a few good men / women to "accommodate customer growth." Reportedly, the satellite provider is looking to hire 200 folks in its Tulsa, Oklahoma facility before June 1st of this year, primarily in the Technical Support division. Once the hires are made, the total workforce at the 78,500-square-foot center would amount to 650, but there's still room for a few more heads considering DISH's plans to "eventually employ about 1,000 people" in Tulsa.
A is for AppleCare
Laptop Magazine has run their Tech Support Showdown once again, testing the quality of tech support from various notebook computer vendors. And once again, Apple take the top spot with A's across the board. Gateway (surprisingly?) joins Apple as the only other vendor with an overall A. Apple maintained its A grade from the previous Showdown (while Lenovo, the only other A in the last survey, dropped off).Apparently Apple phone techs went above and beyond, even answering questions beyond Apple's 90-day phone support limit. Strangely, Apple was alone in having an automated wait time annoucement on their phone system.In any case, A is for AppleCare yet again this year.[via Engadget]
Laptop Mag revisits tech support showdown
After some success with last year's undercover excursion, Laptop Magazine is once again taking one for the team and testing out laptop manufacturer tech support. This year their faux-problems were system tray icon clutter and hard drive defragment. Last year Apple and Lenovo took the top prize, and while Apple continued to shine with stellar web support and speedy phone techs, Lenovo dropped to a B+ overall grade, and was replaced by Gateway at the top of the PC heap. Toshiba was the biggest gainer, with a solid B+ after a horrible D- showing last year. HP sunk to a C+, while Acer continued to stink it up with a C-, particularly impacted by the company's worst-by-far D rated web support. Hit up the read link for a full breakdown of scores and the heroic tales of Laptop Mag's tech support adventures.
Belkin replaces defective iPod remotes
After some Canadian customers reported technical issues with the remote control packaged with their Belkin TuneCommand AV units, Belkin started marking affected packages with information stickers and set up this page for Canadian customers to request a free replacement. If you purchased an affected product, use this form to submit your shipping information. Contrary to some rumors floating around the Internet, this is not a general offer for a free remote. It's meant only for Canadian customers affected by specific technical concerns.
"Hello, tech support? My book isn't working"
"Have you tried closing and opening it again?"
360 Thief calls tech support, gets busted
A 14 year old Kiwi stole an Xbox 360 but neglected to grab the power brick, as it was most likely too heavy for a clean getaway. So, the next day, he called the local tech support, and requested a new one, in the process giving the hot 360's serial number, his name, phone number, and address so that Microsoft New Zealand could mail him a new one. When the victim contacted MS, and gave his stolen console's SN, they informed him it had already been registered and they have the culprit's personal info, but couldn't reveal any information due to their privacy policy. The victim went to the police, who then contacted MS, and found that the only way they could get the information was through a court order. Only then were they able to make an arrest. Although, if we were in his shoes we probably would have just forked over the cash for another adapter.[Via DC Emu]
Laptop mag puts tech support through the torture test
Usually when shopping for a computer, the only two factors that really matter to most people are cost and features; if you can get the specs you want at a price you can afford, well, you're probably a happy camper. What many folks don't consider -- until it's too late, that is -- is the quality of the tech support provided by your PC's manufacturer when a problem arises. Well luckily Laptop magazine is very interested in customer support: so interested, in fact, that they actually concoct fake problems and call up the various manufacturers to see how they fare with what would normally be considered very simple issues. This time around, they switched off the WiFi on their notebooks and installed a number of startup-slowing applications, and then graded the nine major laptop makers on both their online and phone support. Coming out on top were Apple and Lenovo -- followed closely by Fujitsu -- whose websites were so well stocked with info that they precluded the need to call for help in the first place; they still called, just for kicks, and found all three support teams to be prompt in both picking up the calls (no long hold times) and solving the problems. Gateway, Sony, Dell, and HP all ended up in the middle of the pack, performing well in some areas but floundering in others. The worst of the bunch were Acer and Toshiba, with the former earning a "D" for its lousy online documentation (though hold times were non-existent), while the latter apparently experienced some damaged phone lines to its Manila call center during the testing, and was unable to solve any of Laptop's problems (or even answer the phone in under an hour, for that matter). While these results should not be considered gospel on the quality of the support you're going to get from each manufacturer, they're probably a decent representation on what you can expect following your purchase of a particular machine -- or maybe not. Readers, do you have any first-hand experiences which either support or disprove these rankings?
Working in AppleCare
Ever wonder what the AppleCare rep you're talking to really thinks about you and your problem? Well, after reading this you might not want to know. Adam Knight has recently left his job in AppleCare for greener pastures and he has written a lengthy post about what it was like. It seem that there was little room for advancement (though I think this isn't a slight of Apple's, rather a common Tech support dilemma).Adam still likes Apple, he just doesn't want to work for them anymore.
Apple tech support chat live
Jan wrote about this the other day, but it looks like Apple has made tech support via chat live for the whole Mac community. Simply sign in with your Apple ID, and you are presented with a list of products Apple knows you have (you do register your Apple products, right?), a list of possible issues, and a box into which you have to provide the serial number of said product.After filling out the form you are whisked away to a chat with an Apple representative. Neat.Thanks, hongkongtechkid. Update: It looks like, at the moment, they are only supporting iMacs and iPods. Since I have an iMac and an iPod (both registered with Apple) I was under the mistaken impression that the website had magically populated the list for me. Nope, those are just the two products they are supporting via chat for the moment.
Achtung! Xbox 360 overheating explained!
Ever get drunk and piss on the toilet seat without lifting the lid? I'll explain. The ever-resourceful Deutschland modding community has reportedly discovered the reason behind the 360's overheating issue. Xbox-Scene informs that a group of German tech-heads from ModControl.com and GameStore24.de took apart two independently purchased consoles and discovered the protective foil on the heatsink had not been removedOn the left [see above pic] you see the CPU heatsink and how the thermal compound should normally look like. On the right you see the ATI GPU heatsink and people who are used to assemble PCs themself known this isn't how it should look like. It's not just a thick layer of compound ... there's actaully a plastic protective foil on top of the thermal compound.On the right a close-up of the protective layer/foil on top of the heat transfer pad. On the left the protective foil has been removed and placed next to the heat pad. This protective layer is probably placed by the manifacturer of the heatsink and is used to protect the heat transfer pad from dust, but should normally be removed just prior installing the heatsink on the GPU. The way it's installed now by MS the GPU chip makes contact with the plastic protection foil instead of the heat transfer pad. This can of course cause cooling issues for the graphics chip as for optimal cooling performance there should just be a thin layer of thermal pad between the GPU chip and heatsink.They also have a video (in German) that appears to point out the offending foil. How many consoles could be affected by this basic issue? Was the overheating scandal really as simple as Friday Happy Hour on the assembly lines? Hardware-savvy readers please weigh in. Also would any German-speakers care to translate?[Previously: Motion filed to dismiss overheating lawsuit]
