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Samsung launches Blu-ray resource center
Samsung's been pretty good about keeping its HDM players up to date with the latest protocols, and now it's launching a dedicated site to keep prospective consumers and current owners alike informed about the Blu-ray format. The aptly-titled Blu-ray resource center is split into two sides, one of which includes topics for existing BD addicts and one with information for those "looking to buy Blu-ray." Interestingly, the forum packs some pretty noteworthy questions, with the latest explaining how upconverted DVD just isn't as good as bona fide Blu-ray. Head on over and swallow some knowledge -- just be sure to watch for falling propaganda.
Los Angeles to sue Time Warner Cable over shoddy service
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
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!
New study finds average purchase price of handsets on the rise, uptick in smartphone demand to thank
We suppose the uptick in smartphone demand could be to blame, depending on your perspective, but regardless of semantics, a new study put out by J.D. Power and Associates has found that surging interest in high-end handsets is causing the average purchase price of mobiles to shoot upward. Compared to 2007, consumers are currently paying around $9 more on average per phone. The average price rose to $101, up from $92 just six months prior, and it also marks the highest figure found since the study's inception in 2003. Analysts are pegging recent demand in RIM, Palm (saywha?) and Apple devices as the primary culprit, and it's noted that the average price paid for a smartphone these days is $208. Not surprisingly, these folks also found that the percentage of customers who receive free phones on contract has sank from 36% to 33% in the past six months. If you're the number loving type, be sure and hit the read link for lots, lots more where this came from.[Via RCRWirelessNews]
Verizon facing fines for poor phone service, FiOS TV expansion partly to blame
Ruh roh. Seems that perpetual gripes down in Tampa Bay, Florida have finally amounted to something substantial. Just months after hearing a chorus of complaints about Verizon's lackluster customer service, we're now seeing that the carrier could face upwards of $6.5 million in fines for "willful and repeated lapses in Verizon's telephone service." Interestingly, it's reported that Verizon actually has fessed up to some service lapses, and it made a point to explain that it has been "simply overwhelmed with demand for the FiOS service." More specifically, it "acknowledged hiccups in repair service amid strong demand for its FiOS services," but has promised to bring things back up to par hastily. Tap the read link for more on the mess.
Reason #2,782 for disliking Wal-Mart: They won't sell you a Wii [update]
The Wii has been a hard console to find, which is why Wal-Mart has a "one console per customer" policy. This policy backfired on a couple of friends recently, at an Exton, PA store where they found 7 or 8 consoles sitting on the shelf, almost calling out to them in a Siren's song. When they went to each purchase a console, a Wal-Mart employee Wii-blocked them, stating that they were "together" and thus could only purchase one console "together." Now, personally, this blogger must admit to purchasing a Wii at a Wal-Mart because, frankly, nowhere else was the console to be found. And, like the hero of the story here (also named Dave, that's how we know he's a hero), this blogger was in the store with a friend. We each purchased a console, some games and accessories no problem. The store employees or the manager in the back of the Electronics section had nothing to say about our purchase. So, this story really ticks us off, to be honest.Besides, isn't it the goal of this particular business to sell things? What should the company, or the lowly employee that pulled off the block here, care about what happens to the console after it is sold. As far as we're concerned, that's where the retailer's responsibility ends. Maybe that's why we're not in the retail game ...Update: Whoops, typo!
Cellular South wants you so bad, it'll pay your early termination fee
Cellular South, which is headquartered in Jackson, Mississippi and provides service to around 5 million folks in its home state, coastal Alabama, the Florida panhandle and portions of Memphis, really wants your business. So much so, in fact, that it's willing to pay your early termination fee that'll undoubtedly bite you in the wallet as you attempt to port your number over from your current carrier. Of course, there are some strings attached: it will only pay up to $200, and that cash will be applied as credits towards your bill rather than bills towards your pocket. Still, the premise alone here is extraordinarily fantastic, and we'll go ahead and wish that more mainstream carriers would get the notion that they too should adopt such a consumer-friendly policy (and fast).[Via Phone Scoop]
DirecTV purchases installer & service provider 180 Connect
In exchange for purchasing 100 percent of 180 Connect's stock at $1.80 per share, DirecTV will take control over one of its largest installers, while in a separate deal, UniTek USA is taking over all of 180 Connects old cable TV servicing units and certain DirecTV installation markets in exchange for Unitek's installation business in several areas. All this swapping and dealing should be complete in the third quarter, when a large number of customers in California, Colorado, Oregon, Washington, Utah, Montana, Idaho, Wyoming, Arkansas, Virginia, Hawaii and western Pennsylvania can expect their first DirecTV visit, to come from an actual employee of the company. Check out the PR for all the business details and locations involved and let us know if you think a shakeup from your cable or satellite provider's customer service would be welcomed.
U-verse subscriber answers: Is it worth it?
It was around 2.5 years ago that we saw one of the first FiOS users in Texas give his review of the fiber-based service. Now, we're seeing a U-verse subscriber from Ann Arbor give his take on whether or not it's living up to expectations. Essentially, the service was praised for delivering HD material for a low (relatively speaking) cost, and at least for this fellow, his experience with customer service has been satisfactory thus far. As for picture quality, he notes that SD is superior to that of DISH Network, though the HD signals could stand to lose some minor artifacting. Interestingly, the subscriber states that actually getting U-verse installed was "a major undertaking," and although he didn't urge consumers to steer clear of AT&T, he couldn't wholeheartedly recommend the service in its current state either. Check the read link for the full interview.
ASUS replacing Eee PC 900 batteries with longer lasting versions
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]
Insight asks customers to select most wanted HD channels
Call us looney, but asking actual subscribers which HD channels they'd like to see most seems like an... astonishingly fantastic idea. Lo and behold, Insight has gone and done exactly that by hosting a survey for its customers to submit. Essentially, it asks respondents to select the top eight channels they'd love to see added to the high-def lineup, input what zip code they're in and toss in bonus comments if the mood strikes 'em. Of course, there's nothing there saying that the carrier will be using this data to bolster its high-definition offerings, but really, why else would it bother?[Thanks, Matthew]
DISH Network opening customer service facility in Phoenix this June
Barely a month after we heard that DISH Network would be hiring 200 folks from the Tulsa, Oklahoma region to "accommodate customer growth," we've now learned that the satcaster is hiring even more folks in an attempt to further demonstrate its "commitment to providing the highest level of customer care." Reportedly, around 400 technical support representatives and 40 support staff -- all of which will be "required" to have at least two years of experience in a "customer-facing or technical support role" -- will be taking a job in Phoenix, Arizona. Oh, and don't worry -- these individuals will be on the clock soon enough; DISH plans on hiring this month, training in May and opening the center in June. Now would be a good time to beam that résumé in, yeah?
Alltel snags lots of gold in recent call quality survey
While Verizon and T-Mobile shared honors in a customer service survey just two months back, it was regional carrier Alltel snagging most of the gold in a recent J.D. Power and Associates survey of wireless call quality. Reportedly, said carrier was able to take the "sole or partial top spot in three of the report's six regions," while Verizon stood on top in two regions, US Cellular in one and T-Mobile (along with Alltel) in another. The data was gathered from 24,570 respondents that were questioned about dropped calls, static / interference, failed connection on the first try, voice distortion, echoes, no immediate voicemail notification, and no immediate text message notification. Interestingly, the study also found that "customers using 3G handsets experienced fewer call quality issues," and while call quality problems reported by folks using CDMA happened around 14 times out of every 100 calls, nearly a quarter of calls from those on the iDEN network were primarily about problems with call quality. Check out the full spill in the read below, we won't tell anyone you're a number lover.
Operators select video quality issues as primary reason for complaints
We can't say we're shocked to hear it, but new data released by Symmetricom explains that cable operators have identified video quality problems as the primary reason customers call in with complaints. Potentially more disturbing, however, is the note that "only 31-percent [of carriers surveyed] said they use network monitoring tools to discover quality problems," while 61.9-percent learn of said issues via angry subscribers. As expected, these very facts are the same reasons given for high customer churn (along with high prices), and while 40-percent of respondents suggested that VOD is causing the most quality concerns today, 51.6-percent stated that HD is "expected to produce the most quality problems one year from now." Here's a tip -- stop shoving three HD channels on a single 6MHz slot, and we'd bet the quality complaints drop significantly.[Image courtesy of Donna Earl Training]
Creative halts unauthorized distribution of homegrown Vista drivers
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!
FiOS TV service is great, Verizon customer service -- not so much
Truthfully, the writing was on the wall -- after all, we've seen Verizon hit unexpected shortages on HD STBs, run completely out of Sharp AQUOS LCDs for its signup offer and create 335 new job openings in an attempt to get a handle on FiOS growth. All within three months. Now, it seems that customers are creating a hullabaloo due to all sorts of issues ranging from repeat over billings to discounts that never materialize to missing equipment. When questioned about the gripes (specifically in the Tampa Bay, FL region), Verizon's new head of operations in the area, Suri Surinder, noted that he was aware of the problems and said that fixing customer service was "a high priority." To be fair, this type of breakdown isn't uncommon when a product is so highly sought after, and from what we can tell, Verizon simply wasn't -- and still isn't -- prepared to deal with the influx of customers ditching satellite and cable to join the fiber revolution. Still, there's entirely too much competition in this space to do customers wrong -- have any of you been battling with Michael Bay's favorite programming provider over these very issues?[Via TampaHDTV]
Netflix issuing 10% credit to make amends for downtime?
Netflix junkies the nation over were shot into a tizzy when the outfit's website went down for most of Monday. Apparently the company is looking to make up for any hard feelings created by the downtime by issuing 10-percent credits to customers. We're not certain if it's just users that should have had a title processed Monday or if its customer base at large will benefit, but according to e-mails being sent out to subscribers, 10-percent credits are being applied to accounts for the "inconveniences" caused. So, did you -- loyal Netflix subscriber, you -- get the same notification? If you're not exactly sure what you're looking for in that cesspool of messages called your inbox, click on through to peep the note in full.[Thanks, Kyle]
Price still swaying decisions of HDTV buyers
This day and age, consumers are a lot more willing to fork out thousands of dollars to bring home a swank HDTV than in years past, but that being said, price is still a primary concern even for those with deep pockets. According to new research from iSuppli, it found that over 63-percent of respondents making between $100,000 and $149,000 per year cited price as a "main determining factor when buying a TV." Curiously, it still found that 40-percent of buyers were heading to (generally overpriced) brick-and-mortar outlets in order to pick up their set (versus 23-percent buying at discount stores like Costco and 18-percent purchasing online). As an aside, the surveyors found that consumers saw Best Buy as having the best customer service (um, really?), while fledgling Circuit City was ranked even lower than Wal-Mart. Still, we maintain that B&M locales are great for scoping out which set you desire, but we'd certainly glance around online before paying a premium for getting it nearby.[Via New York Times, image courtesy of StarTribune]
Activision and RedOctane send guitar faceplates to Guitar Hero III owners
var digg_url = 'http://digg.com/nintendo/Activision_says_it_s_sorry_to_GH3_Wii_owners'; Activision has made some mistakes with the Wii edition of Guitar Hero III, and it probably wasn't all too much fun for game owners to send in their discs and await fixed copies. The company, along with RedOctane, are trying to get back into people's good graces, though, by sending a free guitar faceplate to people who've replaced their discs.We think this is a great move on Activision's part, especially since they didn't announce their good will publicly. It's nice that they're trying to compensate gamers for the inconvenience they've caused, considering they could have done nothing but fix the problem at hand -- that's what we call good customer service. From what we understand, the faceplates will arrive a few weeks after customers get their fixed editions.So, what do you say, Guitar Hero owners? Will you forgive Activision, or will the company still be sleeping on the couch tonight?To see Activision and RedOctane's love note to customers, check past the break.
Alienware Area-51 m15x owners outraged by overheating, cracking issues
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 issuesRead - Alienware's reply to the issue (confirmed as authentic by Alienware)
