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Samsung launches customer service app on Android as proof that it Cares
Worried that Samsung is too busy selling millions of devices to care about you, the individual consumer? Fear not, for the company has released an app to prove its unconditional dedication to your happiness, and it's appropriately called Samsung Cares. The program serves as a hub for online support, offering how-to videos, troubleshooting guides, FAQs and service ticket tracking. Oh, and for those who don't own a Samsung device but still want the sweet reassurance of the company's interest in your well-being (or perhaps you just use other products made by Sammy), the free app can be downloaded on any phone or tablet running Android 2.1 or higher. Head to the source to grab a copy for yourself.
Remote smartphone diagnostics: the new Carrier IQ or helpful support tool?
The importance of privacy has been dwindling for quite some time, and smartphones have become one of the biggest culprits. Allegations against Carrier IQ, location-based tracking, the recent concerns about Path snatching up iOS address book information -- all of these are just a few examples of mobile carriers and other wireless companies taking our personal data, selling it to the highest bidder (or using it for their own purposes) and not bothering to let us know or give us a choice. The last few aspects of our life that we choose not to share on Facebook seem to get out into the ether, whether we like it or not. And here's the scarier part: there may be companies grabbing information off of our phones right now without us knowing about it.Too much of a doomsday scenario? Perhaps, but it's important to drive home the point that it has become so outrageous over the past year that we can't help but become nervous anytime we download an app or type in a password. Is our phone secure? How can we really be sure? Can we really trust (insert carrier or manufacturer name here)? This week, the very same situation is resurfacing as Verizon and HTC have made significant moves to install remote diagnostic tools on select devices. It's all done in the name of customer support, but how can we tell this isn't just another sneaky way of snagging our personal deets and selling them to a third party without telling us? We wanted to find out, and here's what we've learned so far.
T-Mobile to eliminate 1,900 US call center jobs, says more 'restructuring' ahead
T-Mobile USA CEO Philipp Humm sent word to his employees today that the company will be shuttering seven call centers, cutting a total of 3,300 jobs in the process. Affected employees will have the option of relocating to any of the 17 remaining call centers throughout the country, where 1,400 new positions will be available, essentially bringing the net job loss to 1,900. The call centers affected include Allentown, Pennsylvania; Fort Lauderdale, Florida; Frisco, Texas; Brownsville, Texas; Lenexa, Kansas; Thornton, Colorado; and Redmond, Oregon -- so if you're based in one of those locations and want to stick with T-Mob, now would probably be the time to communicate your intentions. Other employees, including technicians and "front line" workers, will be able to stay put, though Humm did allude to further reductions, adding that "we will also be restructuring other parts of the company." You'll find the CEO's message in its entirety just past the break.
Microsoft strikes deal with 24/7, promises to 'redefine' customer service
A partnership between Microsoft and customer service company 24/7 may not exactly sound like the most exciting proposition on the face of things, but the two are making some fairly lofty promises, and Microsoft seems to be making a serious investment in the initiative. As ZDNet's Mary Jo Foley reports, part of the deal will see Microsoft send at least some of the 400 employees it brought on in its 2007 acquisition of TellMe Networks to 24/7, and it will also license some of its speech-related IP to the company (in addition to taking an equity stake in it). The goal there being to combine natural user interfaces with a cloud-based customer service platform, which Microsoft promises will "redefine what customer service looks like." To that end, it gives the example of a credit card company getting in touch with you to report suspicious behavior; rather than a phone call, you could get a notification with all the pertinent details sent directly to your phone, which could anticipate a number of potential actions and let you respond by voice (or touch, presumably). Unfortunately, while the two are talking plenty about the future of customer service, there's not a lot of word as to when that might arrive.
KDDI's au Infobar C01 coming soon: ten keys and very Japanese (video)
Many Japanese thumbs still love that classic ten-button keypad, so they should feel right at home on the newest model in KDDI's designer Infobar range. The 3.2-inch, 854 x 480 touchscreen shows off the same tile-based custom UI as last year's A01, once again running on top of Gingerbread and a single-core 1.4GHz Qualcomm MSM8655 processor. The rear camera captures eight megapixel stills and HD video, while dual-mode GSM / CDMA connectivity makes it worth taking abroad -- if only so foreigners can remark on its checkerboard aesthetics (available in three different color schemes) and 1Seg TV tuner. Just make sure you're still in Japan on February 3rd, or you'll miss the release. Click onwards for a video tour.
Verizon backs down from convenience fee, values your two cents
The people (and government) have spoken and Verizon has listened -- and issued a press release. The carrier has officially backed off of the "single payment fee" that drew almost universal ire amongst subscribers and nabbed the attention of the FCC. Says Verizon Wireless CEO Dan Mead, "we believe the best path forward is to encourage customers to take advantage of the best and most efficient options, eliminating the need to institute the fee at this time." Looks like the company's gonna have to get a couple of bucks from you another way. No word yet on whether the FCC plans to investigate Sprint's similar long-standing fee. Official statement after the break.
Verizon's $2 convenience fee inconveniences the FCC
Just like hard working humans, giant companies like to get paid consistently and on time for services rendered. But Verizon's method for motivating customers to pay up -- in the form of a $2 convenience fee -- isn't sitting so well with consumers, or the FCC. A Federal Communications Commission official confirmed that the fee hasn't gone unnoticed, saying "on behalf of American consumers, we're concerned about Verizon's actions and are looking into the matter." The $2 "payment convenience fee" is scheduled to hit consumers beginning on January 15th, but if the FCC doesn't step in before then, you can still skip the toll by signing up for AutoPay, or making your way to a different carrier.
Leaked memo details Verizon's $2 fee for paying your bill; autodraft or ACH the only way out (update: confirmed)
A couple of years back, AT&T offered select customers a $25 prepaid MasterCard to switch their billing over to autodraft. Soon, Verizon Wireless will be following Sprint's footsteps and charging you for every month that you aren't using that very system. Tactical differences aside, the leaked memo shown above details what has to be one of the most consumer-unfriendly policy changes since the carrier boosted its early termination fee for "advanced devices." Effective January 15th, any customer that opts to pay their wireless bill online or over the phone will be charged an extra $2 each month, and the only way to sidestep it is to sign up for AutoPay or to pay by electronic check, where there's no credit card fee passed on to the carrier. For those unaware, AutoPay automatically drafts the most recent amount from either a linked checking / savings account or a credit card on file, and while we can understand VZW's desire to better control when it's getting paid, charging customers to make it happen is just downright ludicrous. Here's a thought, Verizon: enforce stricter penalties on late payments, or just offer those that shift to AutoPay a small discount for going out of their way to make your life a little easier. Or, you know, for all those hours that your network has been down during the holidays. Update: Verizon has officially confirmed the change to its policies and the $2 surcharge you'll be hit with each month if you're not using autodraft or some other small subset of payment options. Head after the break for all the details straight from the horse's mouth. [Thanks, Alex]
Microsoft launches AnswerDesk online, brings tech support to your basement apartment
Love getting others to fix your computer, but hate the nuisance of putting on pants and leaving your house? Great news! Microsoft has launched an online version of its in-store AnswerDesk tech support, letting customers get the help they need from the comfort of their own busted computer. You can go online to get live chat-based help from a selection of techs 24/7. The service lets you shop for assistants, based on experience for troubleshooting help. The first taste is free -- if you need additional support with things like remote virus removal or system training, however, it'll cost you. The service requires a Windows Live ID and can be found at the source link below.
Apple's retail tech can notice shoppers when they arrive
Ever wonder how Apple employees know you need help or are there to pick up an order? Apple employees now have a way to track you in the store. On Black Friday, New York Times reporter Brian X. Chen took a closer look at a customer tracking system Apple has been using "for a few weeks." It's an interesting look at how Apple is using its own technology to improve and expedite the retail shopping experience. The system is powered by an internal application running on an employee's iPod touch. A customer walking into the store can use the Apple Store app to alert employees they have arrived to pick up their order. The customer's iOS device uses GPS to locate them and sends the alert when they enter the store. When an employee receives an alert, their iPod touch will display the location of the customer on a map of the store. A similar system was already being used for customers with product questions. Employees would be alerted when you asked for assistance using the iPad demo machines. The iPod-based system is meant to improve the shopping experience for customers. Says Apple employee Diego Aguirre, "We don't want to feel like we're hassling our customers to shop. We want them to feel at home." It also lets employees quickly help those customers who need assistance.
Wings Over Atreia: The anti-rant
Admit it: Whether it is born of a desire to vindicate yourself using the opinions of another or because you just sharpened your claws and are eager to rip said opinions to shreds, sometimes you just love to read a juicy rant. Love them or leave them, we all have opinions and tend toward sharing them, from superstitions to sports to Aion. What make rants so delectably special are the passion and power behind them. Unfortunately, this is not a rant. In fact, this week's Wings Over Atreia is going to be an anti-rant. No, that does not mean I will rant against rants because I am opposed to them (that would still be a rant, not to mention they can be cathartic at times); rather, this will be the opposite of a rant. Yes folks, I am going to do something radical! Trolls, cover your eyes: I am going to give a compliment. And not just any compliment -- I am going to give praise to NCsoft's customer service! *gasp* What confluence of events in Aion brought me to this? Take a peek past the cut to see for yourself.
British Airways testing iPads to enhance customer service
Airlines are embracing iPads in a big way. Just yesterday, we featured a story about another airline -- Delta -- that is replacing the bulky flight bags that cockpit crews carry around with lightweight iPads packed with information. Now British Airways has announced a trial program in which 100 cabin crew members are using iPads to streamline and enhance customer service. The iPads are chock-full of information about the passengers on a particular flight, and the information is updated just prior to departure when a list of boarded passengers is uploaded to the device. This replaces the traditional printed seating chart, and also adds information about Executive Club status and special meal requests. Paper handbooks and timetables are also being replaced by the iPads, which are loaded with digital facsimiles of safety manuals and schedules for the flight crews. Should a passenger on a British Airways flight have an issue or complaint before takeoff, the incident can be logged and shared immediately with ground-based customer support personnel for resolution en route. British Airways says that the iPads are already receiving "great feedback" from both crew and customers. The airline hopes to roll out more devices to all senior cabin crew within the next few months.
Survey: Apple's lead in tech support satisfaction is slipping
According to a survey [PDF] of over 4,000 customers, satisfaction with Apple's phone-based support is slipping, while other computer manufacturers like HP are gaining. Apple is still the undisputed leader with 58% of Apple customers saying they were "Very Satisfied" with their experience. Though higher than the 53% rate for HP and 47% for Dell, Apple's satisfaction rating has dropped 15 points since last year. It appears as if the automated part of the tech support process has people stymied. According to the survey, only 24 percent of Apple customers are "Very Satisfied" with automated support calls. In this category, Apple trails both Dell and HP whose customers are 30% and 46% satisfied with the experience, respectively. [Via TechCrunch]
Verizon swaps misbehaving Fascinates with phones that'll make you flip
If you're among the unfortunate handful of Verizon users whose Samsung Fascinate consistently fails to receive inbound calls after the latest update, we've got good news: Big Red is replacing these unruly handsets free of charge (and without contract extension). Now keep in mind, an in-store Verizon representative must confirm that your phone cannot properly receive calls, because telephone support agents obviously can't verify this one. Once you jump through a few hoops, however, the company will toss you a Certified Like-New Replacement of a Droid Charge, Droid Incredible 2, or Droid X2 as compensation for your plight. Sure it's used, but so is your Fascinate, so chin up -- this time, there's reason to be glad your smartphone doesn't work. [Thanks, Geremy]
Dell quietly pulls the Streak to perform an update, might bring it back next month?
What Dell can give, it can taketh away. That's the story with the Streak, which has quietly vanished from retail as well as the outfit's online storefront. We first got wind of this when a tipster wrote in to say he had spoken to a company employee, who said the 5-inch Android tablet / phone had been discontinued. When we reached out to Dell's PR team to see what's up, we got the pat "Dell does not comment on rumors, speculation, or unannounced products." So then we called customer service, pretending to order one, and that's when things got interesting. The rep told us the Streak hasn't, in fact, been end-of-life'd; it's just been pulled from shelves while it receives an update. The gentleman couldn't say how severe the issue is, though he insists it has zilch to do with Android. Whatever it is, Dell isn't even accepting orders for the 5-inch Streak at the moment. If all goes according to plan, though, we're told it should go back on sale in early August. [Thanks, Venkata]
Sprint text messaging down, subscribers' thumbs left feeling unfulfilled (updated: back up)
Having issues sending text messages today from your Sprint-enabled device? You're most certainly not alone. We've received a number of complaints from users indicating they can't TXT, while the company's own @sprintcare Twitter account is firing on all cylinders, tossing out replies like "our network team is aware and are working to get txts back up and running as fast as we can." Until that comes to pass you're stuck in a dark, painful world bereft of any and all means of external communication -- other than calls, emails, letters, smoke signals... Update: Looks like we're good to go again, folks. Get your SMS on. Update 2: Sprint sent us an official statement on the matter, which we've included after the break. [Thanks to everyone who sent this in]
Is it possible? AT&T drops lower in customer satisfaction survey
It's a bit of a surprise. AT&T has dropped below Sprint in consumer ratings, at least according to the American Customer Satisfaction Index, as reported by the Associated Press. Both T-Mobile and AT&T are ranked at the bottom, which makes you wonder about the wisdom of the announced sale of T-Mobile to AT&T. Think of the fun customers will have as the two worst companies on the list merge accounting systems and networks. Consumer Reports also ranks AT&T the worst of the cellular carriers. Sprint and Verizon both get a score of 72 in the survey, which was done by polling 8,000 households in the first quarter of the year. AT&T is at the bottom with a score of 66, down 3 points from last year. T-Mobile scores a 70, also down 3 from a year ago. At first glance I would have thought there would be some improvement in the AT&T score. We've been reporting on problems for years, and AT&T says it has spent millions in upgrades and says it has been trying to fill in the coverage gaps. What's your experience? Is AT&T getting better or worse, and if you made the jump to Verizon, are you happier?
Poll: Are you satisfied with the TV service you're paying for?
When it comes to traditional pay-TV service the majority of us are still shelling out, but we're wondering how you feel about what you're getting in return. Let it all out, can you sit back and flip through channels / VOD / DVRed programming without a care in the world, does just looking at the channel guide fill you with rage over missing channels, high prices and poor customer service. Let it all out, this is a safe zone. %Poll-63507%
Wings Over Atreia: Let's get personal, personal...
Come on let's get personaaaaaaaal. Let me hear your... OK, maybe that song is a bit beyond some of you folks, but for others, you simply won't be able to get it out of your head all day! I cannot help it if 98% of my thoughts are all in music: old, new, classical, show tunes, or Disney ballads. Even MMO theme music and scores. It doesn't matter -- they all swirl around my head. So you will just have to suffer along with me once in a while. But I digress -- let's get back to the topic at hand. What? I haven't shared the topic yet? Sure I have! This week, Wings Over Atreia is all about getting personal. Or rather, making it personal. Even though our favorite MMOs host a multitude of players and have to lay out a general canvas for all, who doesn't long for a more personalized experience? We express it through names, character customization, fashion, and even roleplay. We buy cash shop items to achieve it. Another way is by customizing our UI. After all, even moreso than your characters, the UI is the one piece of Aion that you have to look at constantly (unless you play with the UI off, which must be an interesting feat!). Mods pepper the net for many games, giving a more unique touch to the games we love to play. So why not for Atreia? Load on past the cut to explore this aspect of personalizing your Aion experience. Or more accurately, the way you can't.
3LiveShop woos you into phone contracts by touching your screen from the other side (video)
Feeling lonely? Got some Swedish kronor to burn? Now you can kill two birds with one stone thanks to Three's Scandinavian arm. Hold up, we're not talking about online dating here; but you could certainly start by buying a phone from 3LiveShop, which lets you interact virtually face to face with a human sales rep. Better yet, these folks are equipped with eccentric multitouch workstations (pictured after the break) to let them drag phones and spec sheets around your screen. We had a go on this service just now and apart from a couple of hiccups later on, our Hong Kong-to-Sweden call was surprisingly fluid and fun. Sadly, we didn't get around to filming our intimate conversation with Adam here, but you can watch a promotion video by B-Reel -- the folks behind the touchscreen's Flash interface -- after the break to see how it works. [Thanks, Johan]
