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Is your home theater good enough for Theo Kalomirakis?
We've seen some fairly fanciful home theaters of late, but have you ever wondered where to get pointers on tweaking your own -- free? For what we can only assume is a limited time offer, HT mastermind Theo Kalomirakis is offering up his brutally honest critiquing skills gratis if your setup passes the muster. Apparently, all you have to do is send in snapshots of your setup, room or even your blueprints, and if he thinks yours is worthy of being addressed, he'll voice his opinion in an attempt to better what you've got going. Interested? Hit up the read link to catch the Sound & Vision article along with his e-mail address -- it's not like you've got anything to lose but time, 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.
Brookstone converts Sharper Image gift cards into practically worthless discount
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]
On-device self service for Vodafone: chew out your phone, not a live rep
Likely in an effort to reduce customer service costs and keep the tools for resolving the most basic, common phone problems in the hands of the users themselves, Vodafone has inked a deal with SNAPin Software to bring its SelfService software to handsets. Available initially on smartphones, the app will let folks keep tabs on their accounts, diagnose common configuration issues, and fix them all without having to interact with a pesky (read: expensive) human. Trials conducted by the carrier indicated that the app was well-received, and interestingly could actually boost revenue by making previously timid users more willing to branch out and try new offerings, knowing that they can be bailed out by the software if they find themselves in some sort of quagmire.[Via Slashphone]
Verizon, T-Mobile share top honors in customer service survey
Another day, another award; yep, it's business as usual for the folks over at T-Mobile and Verizon. Vocal Laboratories' most recent quarterly "SectorPulse" survey has found that the US' second and fourth largest carriers take top honors for quality of customer service, receiving "A" grades in both caller satisfaction and call completion. What's "call completion," you ask? Nope, it's not a measure of a customer service agent's ability to quickly and efficiently hang up on you, it indicates the frequency with which callers' issues are resolved on the first call. For some of us, it really doesn't matter how many awards T-Mobile wins in this department, it's 3G or bust. Maybe that really is just us, though.
Busted Rock Band axe? Here's a free game for your trouble
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]
Nintendo replaces DS Lite, asks no questions
var digg_url = 'http://digg.com/gaming_news/Nintendo_replaces_DS_Lite_asks_no_questions'; What's that line from Batman Begins, something like "theatricality and deception are powerful agents" or something? Well, Consumerist reader Mike might not have been deceptive, but he certainly didn't do anything to stop the Nintendo rep from sending him a brand new DS Lite to replace his existing one that was rendered inoperable due to negligence. Nintendo ended up sending his new DS Lite out by 2-day UPS Air, asking that he only send back the damaged DS Lite to them. All of this, considering it was a friend that spilled beer (he wouldn't be our friend after that, as we can't abide by wasted beer) on the DS Lite. Kudos to Nintendo customer service, we suppose, for not inquiring how the unit became damaged and leaping to the rescue, no questions asked.[Thanks, Tracy!]
God destroys young man's PS3 with dust [update]
It seems like having thorough, consumer-focused customer support is a huge deal in this iteration of the console war, which is why we were surprised to hear the woes of Ive, a Sony fanboy and owner of a broken PS3. According to Ive's story, he sent in his faulty system to be repaired, only to be told that his warranty had been voided by the massive amounts of dust that had accumulated within the casing.Here's our favorite part of the story: When asked what part of the warranty says that a dusty system cannot be replaced, his helpful customer service representative told him that dust collection could either be considered customer abuse, or an act of God. We'd like to think that if the Lord did destroy Ive's PS3, he would do so with a plague of locusts, or perhaps a well-placed bolt of lightning. Dust collection just lacks that celestial panache, you know?Update: The Consumerist has more on this, an apparent confusion within the realms of customer support. Dust obviously doesn't void your warranty, but it seems it was cited as evidence of neglect in this case (and forms of neglect do void the system's warranty).[Thanks, SickNic]
Frustrated Comcast customer goes into whack-a-mole mode
Don't try this at home, kids. Just like most of us, Mona Shaw has been frustrated by her TV service provider. After a few rounds of playing "wait for the service truck to show up" which ended in her cable service being cut off, the 75-year old climbed the next rung in the customer service ladder and went to her local Comcast office. With a hammer. You can read the link for an account of what ensued, but luckily the only thing smote was some office equipment. Her actions resulted in a three-month suspended sentence, a one-year restraining order and a $345 fine. All in all, a pretty expensive way to register her opinion on Comcast: "What a bunch of sub-moronic imbeciles."
Complain to Nintendo, get a phone call
Reader Neal is a man on a mission. When hearing that Chibi Robo: Park Patrol was a Wal-Mart exclusive, he got on his computer and fired off an email to Nintendo questioning Wal-Mart's commitment as a "green company" and Nintendo's press release stating as much. Well, Nintendo cared enough about his email that a Nintendo rep actually called him to discuss it.The Nintendo rep, one Ryan Stoffel, turned out to be a polite guy and very concerned with Neal's thoughts. While his promise to pass along Neal's concerns to the higher-ups can be seen as empty, the fact that Nintendo called him up directly to talk is just astounding to us. Even with some of you informing us of your own dealings with Nintendo customer service, we're surprised they went this far.
Welcome to the Gem-E-Mart, how may I serve you?
Some friendly advice: if you can't stand dealing with customers, don't become an enchanter or jewelcrafter. Enchanters cannot sell enchants in the AH, so they do their business in the trade channels. Jewelcrafters can still cut jewels and sell them in the AH, but we also make some of our money by advertising our cuts or responding to "LF JC to cut ____" statements. As such, enchanters and jewelcrafters need to learn how to be store owners -- how much to charge, what to offer, when to be "open", how to deal with rude customers, etc. I've never done enchanting before, so when I set up my jewelcrafting shop, I had to figure out things really fast. I decide that I would charge 4g per blue gem cut, no exceptions and no relying on tips; I would try to "stock" the most wanted recipes, like Runed Living Ruby and Wicked Noble Topaz; and that I wouldn't directly sell cut gems to people who didn't bring me the uncut, as that would either lead to me losing money or them saying, "I can get this cheaper on the AH!" Yeah, well, I can sell it for more money on the AH, so let's both be happy. But one thing I definitely had to polish was my customer service skills. I'll make every possible effort for an actual customer -- look up stat combinations, recommend gems for certain classes, and direct them to another jewelcrafter if I didn't have what they needed. But man, there are some bad customers out there. People who think they shouldn't pay you for "just pressing a button", ignoring that your recipes were 300g a pop. People who ask you to buy their gems for them off the AH and then come meet them in the middle of nowhere for a lousy 5g. People who use the phrase "the customer is always right." Crafters, what policies do you have for your "store"? What are the worst customers you've run into?
HTC opens 'HTC Care' customer service center in Taiwan
While AT&T went and hired an extra 2,000 or so customer care representatives in preparation for the iPhone launch and Sprint gave its CSRs a rest by nixing some 1,200 customers, HTC is hoping that a new support facility in Taipei will boost awareness and trust in the brand. Reportedly, the center will provide customers in Taiwan with a comprehensive range of services including "personalized consultations on new and existing HTC products, warranty repairs, and other valuable after-sales support." Notably, the HTC Care facility promises "speedy turn-around times" for all items sent in for repair, and unlike Apple's $29 rental fee, HTC customers can look forward to a free loaner should their handset fall ill. Click on through for more snapshots of the sparklin' facility.
Sprint lambasted for disconnecting whiners, notorious roamers
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 complainingRead - Sprint cancels traveling soldiers' cellphone
Paid character transfers shut down
As someone who recently did a character transfer of my own, I have to admit I was nervous about the transfer considering some of the horror stories that I'd heard about long transfers, multiple charges despite cards being rejected, and more. However, it would appear that Blizzard has decided to take the entire process of Paid Character Transfers offline while they see what they can do about fixing it. Per Pavonum on the Customer Service Forums:As some of you have already noticed, the Paid Character Transfer service has been temporarily shut down so that further efforts may be made to ensure that its correct functionality is restored; our developers are currently working to repair the underlying coding issues that have contributed to the present complications for many players. While it is not known at this time when further updates shall become available, you may rest assured that we shall make you aware with all due haste at that time; for now, we are greatly appreciative of your continued patience. Thanks, folks. :) Obviously this isn't going to do much for those who have already had problems of getting multiple charges or characters caught in limbo between realms. But I am very glad to see that Blizzard is taking the system offline and checking to see what they can do to fix these problems moving forward from this point. Personally, I'd be willing to wait for however long they need to make sure the overcharge bug is 100% fixed. [via the Customer Service Forums]
AppleCare for iPhone details unearthed
Don't worry, you're not the only paranoid one out there who has yet to grace his / her iPhone screen without squeaky clean fingertips, and thankfully for those who have been losing sleep over how they'd protect their recent purchase, Apple has the answer. As with most other Apple hardware, an AppleCare Protection Plan will indeed be made available for the iPhone, and "will extend the hardware repair coverage to up to two years from the original purchase date." Per usual, the plan must be procured sometime within the first year of ownership, but unique to this one is the "service phone" available for those who've sent their mobile in for repair. This theoretical loaner will run users $29 while their device is being mended, and Apple spells out all the details surrounding data transfers in a handy FAQ. Strangely enough, no definitive price has been announced just yet, but the plan will be available for purchase sometime this month.[Via TUAW]
Breakfast Topic: Close encounters of the GM kind
Gave you ever had a close encounter of the GM kind? Ever have to page a GM to ask about a bug or report a spammer? If you have, chances are you've had some amusing conversations. In my experience (and from conversations, as above, that I've seen reposted on the forums), Blizzard's GMs are not only polite and usually helpful, but also have a sense of humor (and some of them will roleplay with you). So I'm asking -- what has your experience been with Blizzard's in-game support staff? Have you gotten any laughs from them -- or just frustration?
Irate would-be Lenovo customers seeing delays on ThinkPad T61
Your idea of the Lenovo buying experience has probably been all but tainted if its latest ThinkPad T61 was, er, would have been your first machine from the company. According to an incredibly long thread over at Notebook Review, more than a few would-be customers are getting progressively angrier as each passing day goes by without any sign of their new laptop. Apparently, a number of manufacturing hiccups are delaying the process, and some users are even reporting ship dates into the first week of September. Moreover, it seems that some loyal users even received consolation emails that tried to explain the delays and apologized by offering up a free accessory and a chance to easily cancel the order. So if you've had a T61 on order since day one and weren't already aware of all this behind the scenes turmoil, do yourself a favor and take a very deep breath before hitting the read link.[Thanks, Craig]
Reflections on Tseric
Tseric has left Blizzard. While we don't know officially why he is gone, we can make a pretty strong guess. We do know that he was under a huge amount of stress, and even at one point argued with a forum poster with what I consider to be completely eloquent language. The last time we see him on the forums was that very same day. In the last post he left on the forums, posters were mercilessly taunting him. His reply that Sunday morning was simple, short, and more than slightly bitter: I'm sure you all think you're hilarious in your own space/mind. Get off my internet. Kthx.
What happens when a PlayStation 3 dies
Sony's launch of the PlayStation 3 may not have been perfect, but one of the things they've been praised for was rolling out hundreds of thousands of PS3s that actually worked. A bit of a rarity with console launches...Unfortunately, like all pieces of hardware, PlayStation 3s do occasionally shuffle off this mortal coil and go up to the big Fry's in the sky. Games Radar has the tragic story of one such PS3 that not only decided to die, but also decided to eat the poor owner's copy of Oblivion as well. Sony came through though, getting him a working PS3 in fairly short order and even rescuing his copy of Oblivion from ... uh ... oblivion.It's great to know that Sony will work with their customers to replace broken PS3s quickly and efficiently. Personally though, I hope that is a part of their customer service I never have to experience myself.
Battered DS Lite makes baby Jesus cry
When it comes to adding troops to the DS Fanboy regiment, we make sure to fill our ranks with only the manliest of men. (Uh, and womanliest of women.). As far as bloggers go, we're as Ford tough as they get. Even in birth, we exited our mothers' wombs uncomplaining, ready for the hardship ahead. Still, our eyes welled up when we saw this broken and battered Nintendo DS Lite. According to an employee at Best Buy, the handheld was returned after its owner claimed that it had just "stopped working." Customer service must have neglected to give the DS a good look, because we can't imagine any store taking back a product in this condition. The right hinge has been knocked out of place, every recess is filled and marked with grime, and one of its corners bares the teeth marks of a childish fit.The two VeggieTales stickers marring the Crystal White's once-glossy finish are the worst offenses. Is there any hell that this DS Lite wasn't put through? Head past the post break for more unsettling photos of this portable's mistreatment.[Via Digg]
