Big Brother is watching you, and so it seems are many customer service agents you chat with online. Apparently, they can see what you type in real time — everything you type, every time you erase and start over, all with most people generally unaware of the degree to which they’re being scrutinized. Yes, those …
Peter Fader is a marketing professor at the University of Pennsylvania’s Wharton School whose idea of customer service might strike some people as rather cold. “Not all customers,” he told The Wall Street Journal recently,”deserve a company’s best efforts.” He’s so serious about that idea, he helped popularize the idea of something called a customer’s …
It has been just over three months since the Carrier IQ “spygate” epidemic engulfed the mobile world. As smartphones and tablets become more powerful, consumers are becoming even more concerned with their mobile privacy as numerous smartphones have been found to track users’ locations, phone calls, text messages and even which websites they visit. While …
In a response to the FCC following a formal complaint, Verizon Wireless has outlined the company’s policy on locked bootloaders. An irate Droid-Life reader became fed up with the carrier’s consistent locking of bootloaders on its flagship devices and decided to file a complaint with the Federal Communications Commission. The reader claimed Verizon’s policy was in …
Amazon received the highest customer service ratings of any retailer in 2011 according to the NRF Foundations Customers’ Choice survey. The survey, which asked more than 9,000 shoppers which retailer provides the best customer service, was conducted by BIGresearch. In 2011, Amazon gained one spot to become the top-ranked retailer while the company’s subsidiary Zappos, which was …
Among the top-four nationwide carriers in the United States, AT&T has managed the lowest ratio of Better Business Bureau complaints to customers over the past three years. Earlier this month, the BBB published data collected between August 2008 and July 2011 for the eight biggest wireless carriers in the U.S. The firm then measured total complaints …
Michael Dell is toying with the idea of using Google+ Hangouts for Dell’s customer support. The service allows users to initiate a video chat session with multiple people inside their Google+ circles. “I am thinking about hangouts for business. Would you like to be able to connect with your Dell service and sale teams via …
Customer service representatives, while often very helpful, are rarely solid sources for unannounced information. At the same time, there have been cases in the past where customer service reps have unknowingly shared information that was intended to stay behind closed doors, and we have a feeling this could be one of those cases. According to …
Among the more aggravating predicaments gadget fans often find themselves in are the scenarios where devices break or accounts get over-billed and phone calls to customer service must be made. The only sure way to make these situations even more aggravating, of course, is to navigate through a maze of key-presses and then sit on hold for 13 minutes …
AT&T was dragged over the coals yesterday following the revelation that Consumer Reports readers think AT&T is the worst carrier in the U.S. The bruised carrier issued a statement shortly after Consumer Reports’ survey made the rounds, but it was pretty obvious that it had more in store. Today, AT&T points out that according to …
