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Verizon notches gold in retail satisfaction study
While Sprint recently saw its CSR response times skyrocket, Verizon's doing a happy dance of its own after pulling down a gold medal from a recent J.D. Power and Associates survey. Curiously enough, it's not one we see as being particularly awesome -- call us crazy, but we tend to care about amazing coverage more than how spiffy a sales associate looks -- but the carrier is apparently numero uno in retail satisfaction. What's that mean, you ask? It takes into account four factors: sales staff, store display, store facility and price / promotion. Evidently, Verizon has the whole B&M experience thing locked down, and these days, we reckon you take every chance you get to celebrate. Party on, in that case.[Via RCRWireless, image courtesy of DayLife]
The price of a game time refund
Is it just me or has it been a long time since Blizzard passed out some free game time? Reader Jim T. emailed me about a conversation he recently had with Blizzard's customer service -- he was disappointed with the lag, the queues, and the downtime on his server lately, and checking in about how he might get a refund or credit. The customer rep told him that while they didn't give out individual credit, they occasionally do give out game-wide credit for downtime mistakes.Which is true -- Blizzard will occasionally give out a free day to folks affected by major unexpected downtime or server issues. But while they used to do it fairly often, by my recollection, they seem much less inclined to pull the trigger on a refund lately. On the one hand, sure, Blizzard does a better job than they used to -- last Tuesday's maintenance lasted quite a while, but it wasn't anything compared to the days the servers used to be offline a few years ago. On the other hand, though, there's no question players are being affected -- by queues, by problems logging in, and by lag on the instance servers and elsewhere.Of course, we have no idea if Blizzard has an actual rule for when they give out free gametime and when they don't -- at this point, the criteria for giving players a refund happens to be "when they feel like it." Which is all right, we guess -- it's their company, of course. But it does seem like the criteria has changed -- we used to get refunds all the time, and even with all the problems lately, Blizzard hasn't decided to give customers any game time back.
Sprint's CSR response time skyrockets to first in recent survey
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]
T-Mobile attempts to mitigate customer service costs with Nuance Mobile Care
In a growing effort to keep costly CSRs from spending entirely too much time trying to explain how to activate a speakerphone over the, um, phone, T-Mobile has inked a deal with Nuance Communications to bring an on-device application to select mobiles. Essentially, the Mobile Care software will rear its head whenever someone with one of the aforementioned handsets dials up customer service; from there, an "intuitive, user-friendly" guide attempts to walk users through "issues such as diagnosing and repairing configuration problems as well as with making account and billing inquiries." T-Mobile asserts that trials of the service have shown that customers actually prefer this over a live human, which probably has everything to do with the wait times that invariably come with calling a fellow Earthling. Still, we can imagine quite a few smashed phones deriving from frustrations with this computerized service, at least one of which we hope to get captured on video for posting.[Via RCR Wireless News]
AT&T's U-verse TV notches high ranks in J.D. Power study
Aside from the recent compression bit, we haven't heard a whole lot of negative things about AT&T's U-verse. In the same breath, we'd like to add that we haven't heard a tremendous amount of praise either, which leads us to believe it's about as good as every other middle-of-the-road carrier out there. Clearly, those assumptions are remarkably misguided, as AT&T has pumped out a release tooting its own horn over the J.D. Power and Associates 2008 Residential Television Service Provider Satisfaction Study. In the three regions where it was critiqued, U-verse TV ranked highest in customer satisfaction, with the service receiving particularly high marks in the "offerings and promotions factor and the performance and reliability factor." So, the question beckons: agree, or disagree?
Age of Conan GM fired amidst in-game sex scandal
An Age of Conan player tricked a naïve, Funcom-employed Game Master (an in-game customer service representative) into pursuing cybersex with him. The player posed as a female playing a male character and enticed the male GM with flirtatious remarks and innuendos. After the GM fully threw himself into the moment, the player revealed that he was male, and that the conversation had been a prank.Friends of the player posted screenshots of the conversation on MMORPG's forums, and the ensuing controversy led Funcom to fire the GM for unacceptable behavior and violation of the customer service guidelines. Destructoid then interviewed the prankster and hosted the unedited version of the conversation screenshots.Frankly, we're not sure who is the bigger jackass -- the GM for his unprofessional behavior, or the player for baiting him into it. Everyone seems to have his or her own unique interpretation of this fiasco.[Via Big Download]
Dear Auntie TUAW: Did I overstep my data limits?
Cara Tia TUAW, I need your help please. I am in Mexico and have an iPhone with a 150 MB data plan and 300 minutes. My carrier says that I have passed my data limit and owe them around $150 usd. According to the Cellular Network Data on my iPhone, I have used 35MB and 83 minutes (Settings > General > Usage). My question is, is this information technically good enough to fight back these charges? I think it must be, but I have to be sure. Can you help me, please? Love, Joe P p.s. Why I don't have an unlimited data plan? because it costs around $110 usd a month, that's why. My current data plan costs about $55 a month. Thank you! Dear Joe P, Auntie wishes she had better news for you, but the usage meter on the phone is notoriously unreliable. If you've restored or updated your iPhone in the last month (2.0.1 anyone?), you may have accidentally reset those values. Personally, we at TUAW can sneeze through 150 MB just by loading our own home page (or maybe it just seems that way). Of course, feel free to contact customer service -- but relying on the onboard usage stats isn't going to take you very far. Sorry for the bad news, caro. Love, Auntie TUAW
Celebrating 10 years of EverQuest customer service volunteers
SOE and the EverQuest II community are celebrating the ten year anniversary of EverQuest's Guide program. Guides are folks who volunteer to provide customer support to players, as well as host in-game events. Rremember back in the day when Qeynos Hills was invaded by skeletons, and all the newbies died before higher levels came in from the Karanas to save the day? That event was the work of Guides!An article over at EverQuest II Players heralds the celebration with memories from both a former and a current Guide Liaison, as well as a story by well-known Elder Guide Ozymandias honoring all the folks who have served the community over the years. The story is written like an historical lore entry. It contains a few references to legendary names that should be familiar to EverQuest veterans.Volunteer guides are a very old tradition in MMOs. Of course there were the Wizards of the MUD era. But after that, both Meridian 59 and Ultima Online made use of volunteer customer service and event folks too.
Authenticator failure revisited, Blizzard responds
We created a lot of waves with this post about Blizzard's Authenticator key allegedly failing -- as you know if you've been listening to the podcast, lots of people have emailed us with their own input on the situation, alternately thanking us for making it known that the Authenticator wasn't 100% secure, and lambasting us for being "ignorant" about how Blizzard's security token works. At the base of the story, there are two things we know are true: that someone was using the Authenticator on their account, and then was subsequently hacked. For that reason, we've stood by the "Authenticator fails" story -- while having an Authenticator on your account is a helpful line of defense, it, like all other computer security measures, isn't a 100% guarantee against getting hacked.Most people agree on that. Where opinions differ are in how the account was hacked -- originally, we and a few other sources speculated that the Authenticator had been somehow removed from the account in question. But now Belfaire has responded (we believe to the incident in question, though a link to our story was removed from the original post), and says that as far as he can tell, the Authenticator was not removed from the account. In fact, after the password was changed back, the Authenticator's serial key was asked for and given, so the Authenticator remained attached to the account the whole time.Of course, that just leaves the most important question: how did the account get hacked? We've heard all kinds of various insights as to how the Authenticator works (it only lasts for 60 seconds, supposedly each key can only be used once, so there's no way a keylogger could nab the Authenticator code and reuse it), but the fact remains that the person we're talking about was using the key, and still got hacked. One hack out of all the Authenticators sold so far is a terrific record, and could prove that, statistically, an Authenticator is good as 100% security. But the fact remains that this person got hacked while using the key (however it was done), and if security can be broken once, it will be broken again.
Yahoo! offers up coupons and refunds to DRM server-shutdown victims
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
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-28625%
Yahoo! to compensate DRM-protected Music Store customers
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.
What to do if you have issues with your Beta key
Vrakthris, a Blizzard blue poster over in the Customer Service forums, posted that any people having issues with their Wrath of the Lich King beta key should send them an email to the address contained in the beta email.Last night we were pursuing a key issue of our own, and all we got was an automated response from the email address pointed to in the Beta invitation. Tonight however, that no longer happens – so it appears as if this email address is being staffed by a live person. This is great news for those that have issues, including any that might revolve around a WWI '08 EU key not working with a US account. Hopefully Blizzard will respond promptly to all of us that have been emailing this address. If Blizzard or any of the blues release any more statements you'll see them here at WoW Insider.
Pioneer issues firmware update for screwy AVIC F-Series navigators
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]
Panasonic extends Concierge service to plasma and LCD HDTV owners
Owners of Panasonic LCD HDTVs can finally enjoy the same luxuries afforded to the plasma owners, ending a two-year phase of panel discrimination. The outfit's "exclusive" service has been rechristened VIERA Concierge and is now available to both LCD and PDP owners. Per usual, callers will be connected with subject matter experts to answer any questions they have, and there's also an HDTV loaner program which "makes HDTV loaners available at no charge to customers who have a plasma or LCD undergoing repair." It's about time LCD users got some respect around here, yeah?
Texas Instruments extends projector-based DLP chip warranty to 5 years
In a bid to assure you, the prospective customer, that Texas Instruments' DLP chip is "bullet-proof" (its word, not ours), said outfit is stretching the warranty on any single-chip DLP module to five full years. Of note, this announcement covers chips within education, business, and home theater projectors only, and each manufacturer will be responsible for "providing details regarding their warranty programs, taking into consideration this new five year extension." Curiously enough, we can't decipher whether units that have already been purchased will be covered under the extension or if only new units purchased post-July 1, 2008 will be affected. If we owned one such device, we'd sure be on the phone with our manufacturer with this press release (in the read link) in hand.
DirecTV opens sixth call center in Huntington, West Virginia
Hot on the heels of DISH Network's call center expansion comes word that DirecTV is doing similar by opening up a 114,567-square foot facility in Huntington, WV designed to improve customer service. The center becomes the satcaster's sixth in the US, and some 550 company customer service representatives and supervisory staff will be employed here. Maybe it's expecting a rush of new calls about a bundle of new HD channels we aren't at all expecting? Ah, a man can dream, can't he?
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.
Account hacked? Why not stop and smell the flowers?
It happens to the best of us. We try to be careful, we try to be conscientious, and then the unthinkable happens: your MMO account gets hacked. You log in to find your virtual life has been torn asunder. What happens then? Sean Sands, over at the Gamers with Jobs site, walks us through the ordeal of having his World of Warcraft account hacked.Sean reminds us that the most important thing to do is to keep things in perspective. Most likely the person that hacked you was just doing their job. It probably wasn't malicious, and unfocused rage never helped anyone resolve their problems. Moreover, Blizzard is well aware of the problems inherent to the account breach issue. They've got a polished, professional team ready to give you back your stuff in a timely fashion. In fact, as Sean notes, it may be that they're a bit ... too practiced at this. The problem of account hacking is universal. We suggest you check out some of the security resources WoW Insider has on hand for World of Warcraft fans, as many of them can be transposed to another game. in the meantime, have you had any experiences with hacked accounts? What happened and ... most importantly ... did you get your stuff back?
EA Mythic looking for WAR customer service monkeys
Are you a glutton for punishment? Do your friends and family often remark about how rewarding it is to berate you with insults and make nonsensical demands that far outstrip your capacities to fulfill? Do you have exceptional attention to detail, with encyclopedic knowledge of the proper bust sizes for a game's various races? If you answered yes to these questions, we might have a position for you!According to a message sent out via the Warhammer Herald, EA Mythic is looking to hire some trustworthy Warhammer Online CSRs to start working in the Fairfax, VA facility starting this August. The listing makes mention of benefits and opportunity for growth, which is frankly more than we were expecting from a company that was gobbled up by the EA monolith not long ago. (As you might remember, EA has a less than stellar reputation for treating its employees well.) In any case, if any of you Massively readers gets the job, be sure to regale us all with your tales misfortune and lunacy!
