tech support
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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.
Consumer Reports still hearts Macs
Consumer Reports continues to shower praise on all things Apple it seems. In a report in the June issue, the Magazine says Apple won the top three places in the 13 inch laptop derby. The unibody MacBook was in first place, followed by the MacBook Air, with the white plastic MacBook in a solid third place.CR also named the 15-inch MacBook Pro as top laptop in the 14- to 16-inch group, and the 17-inch MacBook Pro walked off with the honors in the 17- to 18-inch category. The HP Pavilion publicized in the first Laptop Hunters ad from Microsoft came in 4th in the category behind Dell and Lenovo laptops. The Sony VAIO FW370 that was the star of the 3rd Microsoft ad came in 5th in the 14- to 16-inch category.Apple also took the honors for best in tech support.This won't bring smiles to the folks in Redmond, who are going all out to convince people that Apple computers are not a good value. It should be noted that none of the Apple laptops were rated a best buy, but they all scored the highest in each category and were recommended by the magazine. Of course Apple has repeatedly said they are not trying to win on price, but on quality, and Consumer Reports seems to accept that as the case.I generally don't put a lot of stock in CR for some of its testing, but these high ratings for Apple laptops are just one of a continuing chorus of approval from the press and generally happy Mac owners.
Tech support open today
In the aftermath of one of the biggest patches WoW has ever seen, many realms are still experiencing some technical issues. Talents and items are going missing, world and instance servers are down, and I've heard at least one report of trash mobs in Naxxramas suddenly breaking out in song. Okay, I might have made that one up. The point still stands: problems exist in the realms right now. Blizzard knows this too, and they've decided to keep their technical support department open today until 7 PM Pacific time (10 PM Eastern). Usually they're only open on weekdays. Support will be available over the phone, through email, and in the tech support forums, as usual. Eyonix has posted a list of the methods to contact tech support, so check it out if you're having problems.
Mac users having login issues this afternoon [UPDATED]
We've received a lot of reports of Mac users having problems with the login servers this afternoon, and the Tech Support forums certainly lend some weight to those reports. The thread isn't a 26+ page behemoth yet, but it's only getting started. We don't know how widespread the issue is quite yet, but it seems significant enough.Blizzard representatives are on the case, and while they haven't fixed the exact problem, they have found a workaround: This is only happening with the World of Warcraft specific login servers, and thus it's only happening to World of Warcraft specific logins. If you merge your World of Warcraft account into a Battle.net account, you will be able to log in.It's no fix, but if you're desperate enough to play and haven't yet merged your account over, now is a pretty good time to do it. Personally, I'm not sure why you wouldn't do it anyway, but that's just my preference talking. If this login issue gets worse before it gets better, we'll be sure to let you know.Update: This issue appears to be cleared up, but please let us (and Blizzard of course) know if that's not the case!
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]
Rockstar aware of 'small number of fans' having GTA IV PC issues
"We are aware that a small number of fans are having problems running GTA IV on their PC's and we would like to assure them we are working to help solve these as quickly as possible," comes a statement from Rockstar, shortly after several players reported encountering problems running the open-ended crime caper. While the developer works on tracing issues like crashes and missing textures, the game's official support page asks "anyone that is encountering difficulties to contact their local technical support helpline for advice and recommendations. These telephone numbers can be found in the game's manual."The support page currently offers information on several known issues and other relevant advice. For instance, are you getting the "Application Failed to Launch" error? Well, the solution is simple! "Make sure you can run GTA IV."[Via Big Download]
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?
The Queue: Reputation, daily quests, and performance in Dalaran
Welcome back to The Queue, WoW Insider's daily Q&A column where the WoW Insider team answers your questions about the World of Warcraft.Daily quests and reputation has been a really hot topic lately, not only in The Queue but across WoW in general. Some of our questions today will focus on that, but I'd also like to let you guys know that WoW Insider will overall have more information on those things coming really, really soon. Keep an eye on the site today and in the coming days for all of that good stuff.Alright, let's gets started with my2cents' question... Where, if anywhere, is the quartermaster for Valiance Expedition? I'm almost revered and I'm curious to see if there are any rewards available.
The many faces of Community Management
Have you ever submitted a bug report, petitioned a GM or posted a message on an official forum? If so, then you've interacted with a game's community team in one way or another. This is probably not news to you, but were you aware of the distinct departments that make up a community team and how they differ?Believe it or not, being a part of an MMO's community team is more than just reading forums or bug reports all day. In a recent post at SOE's official company blog, Senior Community Relations Manager EM Stock breaks down the four main categories of the community team. There's Quality Assurance, Customer Support, Tech Support/Accounts Billing and Community Relations. Read how SOE handles these main components of online gaming, and how they can effectively serve as the "face" of the company.
Patch day resources from Blizzard
Vaneras over on the WoW EU forums put up a post today listing Blizzard resources for WoW players when the patch drops tomorrow. While the post doesn't say "Patch 3.0.2 is tomorrow" it does have the title "10/13 Patch Day Paradise!" But the fact that 3.0.2 is dropping tomorrow isn't really anything new.The Blizzard resources he provides includes an FAQ on connection and patching issues. Topic covered include being stuck on connecting, having problems with your firewall, game version validation, corrupt patch files, blizzard downloader issues (see our patch mirrors for a quick and easy solution to that), and general patching advice for your operating system of choice.He also points out the technical support phone numbers (US EU), but usually the fastest solution is to post on the technical support forums (US EU) and you'll get a response very quickly from a fellow player or from a blue.Thanks to Trevor for the scoop
Drysc on Blizzard customer service
We are all rather critical of Blizzard at times. After all, many of us spend an inordinate amount of time in the game; especially the WoW Insider staff on patch days. We expect things to work in a certain type of way, and we expect that when we encounter a problem, things will be solved ASAP.Nothing is wrong with these expectations we have, and indeed we should have them. After all, we want this game to be the best game possible. For many folks it's the only one they'll play. The happiness and smooth sailing in game is principally the responsibility of the customer service department at Blizzard. They're the ones to fix our issues when something goes wrong.Drysc, one of the most visible community managers, made a wonderful post earlier this week on exactly what happens in Blizzard's support services. The full post and response are worth taking a second to read. The bullet points of his posts are as follows:
The Daily Grind: Who's got the best support team?
We like to think we'll never need help. That everything will run smoothly, your account won't get stolen out from under you, that you won't be the subject of routine griefing. Hope springs eternal, but there are whole fleets of people just waiting to help you when you need assistance. However, that doesn't always mean that you'll get it, or that it will be the kind of help you were expecting.With that in mind, then, I know that most of our readers are multi-mmo -- you've all got experience with many different games and companies. When the fewmets hit the fan, who's there for you? Which game has the best player support? Which has the worst?
More realm issues today
Bornakk announced today on the general discussion forums (why he didn't do this on the tech support forums, I don't know...) that they are having a number of realms randomly drop people. Indeed, this happened to me over on Eldre'Thalas this morning.If you are having issues, remember that you can go to the Blizzard's tech support forums and ask a question there. You can also check out our guide for solving all these connection issues, if Blizzard doesn't come through with a solution for you.We'll keep you updated on this weekend hiccup – stay tuned to WoW Insider for the latest!
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?
