Customer service Stories March 18, 2016

Update: Samsung got in touch to say they’d read the article, and to assure me that steps are in place to improve its returns/exchange process for customers.

In respect of the other points raised we do empathise with your frustrations and can assure you that actions are underway and, in some cases, in place (the Samsung Shop is now able to offer exchange products for failures within the returns period) to ensure that we improve our service and support moving forward

It’s hard to imagine there was once a day when Android flagship phones performed noticeably worse than an iPhone. A few years ago, if there’s one thing Android OEMs were known for, it was pushing the most specced-out plastic phones possible. Most of the time, the specifications didn’t translate to a much better experience.

Despite more impressive-sounding specs, the Android flagships were noticeably slower than iPhones, their cameras were terrible and the fit and finish, or build quality was — quite frankly — woeful. It wasn’t true for every phone, but it was a prevailing theme.

A lot has changed over the past 4-5 years. Android phones have caught up with, and arguably, surpassed the iPhone. They have the best cameras, they’re fast, have useful tech like fast/wireless charging, big batteries, SD Card slots, waterproofing, crazy high def OLED displays and are somehow more affordable. What’s more, Apple’s cloud services which underpin its hardware leaves a lot to be desired, especially in staples like photo management, maps and messaging.

But there’s still one major area that Android manufacturers need to get their act together on: Customer Service.

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Customer service Stories March 9, 2015

It’s been a long time coming for the Verizon Nexus 6, but several new pieces of information that popped up this morning and over the weekend (including a quote straight from a Verizon customer service representative) suggest that the device should be seeing a public launch—at least via Internet sales channels—on March 12th. We now have some information on pricing as well, and it looks like the device might just be shipping with Android 5.1 on the Big Red… expand full story

Deal: Get Pixelbook at 25% off: $750!

Customer service Stories February 7, 2015

Google has used its Hangouts technology in many ways over the last couple of years, and one big way was the introduction of a new service called “Helpouts” that lets people sell their expertise to others over video conferencing. Now, it looks like Google is bringing Hangouts to a new area: customer service on the Google Play store.

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Customer service Stories July 6, 2012

Report: AT&T to start system for blocking stolen devices July 10

So, someone stole your AT&T Android smartphone—now what? Well, AT&T plans to début a new system July 10 for blocking any stolen device.

According to The Verge, which cited a trusted source, the system will block access to voice, data, and SMS should a smartphone or tablet be swiped. The account will remain “intact,” as the publication noted, to avoid the “inconvenience of a full SIM block”:

The company sent a message [above] to customer service representatives on Wednesday advising them of the change. According to the guidance, AT&T will compile a “blocklist” of stolen devices and service will be automatically suspended “if any attempt is made to use a device that is stored in the blocklist.” The only way to add a device to the list will be by contacting a customer service representative directly, and users with remote data wipe apps will be required to activate them before suspending their device, to “prevent access to their personal information.”

AT&T will not have a directory of blocked phones, but a customer who requests a block may also remove it later. Therefore, the company will likely keep a record of blocked devices corresponding with customers.

This aside is cross-posted on 9to5Mac.

Customer service Stories June 7, 2012

Google opened its Trusted Store program today to all United States merchants who apply.

The news comes in lieu of Google’s KikScore acquisition from earlier this week. The buyout is rumored to bulk the Trusted Stores program that helps online shoppers find stores with a safe and superior online shopping experience.

KikScore is a similar service that also offers seals for non-online retailers and local businesses. It foremost guarantees online businesses, however, and aggregates information about management, website history, and details on customer service satisfaction. The financial aspects of the acquisition were not revealed.

Google’s Product Manager Tom Fallows took to the Official Google Blog this afternoon to explain how the once-beta Trusted Store Program generated feedback from 50 online merchants and more than 10 million orders since last fall to develop a premium—yet free—shopping service:

Over the last nine months of the pilot, our tests show that participating in this program can help merchants big and small. For example, Wayfair, the largest online-only retailer of home goods and one of the top 50 largest online retailers as ranked by Internet Retailer, increased sales* on its site by 2.3 percent with Google Trusted Stores. And Beau-coup, a specialty online favors and gifts retailer, saw an 8.6 percent increase*. Take a look at our merchant success stories to learn more about how Google Trusted Stores has had a positive impact on website conversion rates and average order sizes for online retailers.

Google explained that when shopping online, the Google Trusted Store badge might appear. Shoppers can view a report card with grades for that merchant when they hover over the badge. The badge is only given to online stores that “deliver a great overall experience.” This helps shoppers to identify trustworthy and reliable online retailers.

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Customer service Stories June 4, 2012

Google acquires KikScore technology

KikScore announced that Google acquired its technology.

According to KikScore’s official blog:

We are excited to announce that the KikScore technology and certain assets have been acquired. As of June 28, 2012, the KikScore service will no longer be available to customers. We recommend that our customers check out the Google Trusted Store product as an alternative to the KikScore service. In fact, we wrote this post last October that describes how complimentary the KikScore and Google Trusted Store products are for small businesses. We are very proud of the more than two years that we offered the KikScore service and are so grateful to the 1700+ small business customers that we have served globally.

The buyout, as SearchEngineLand first noted, will bulk Google’s Trusted Stores program. The service helps online shoppers to identify stores with a safe and superior online shopping experience, which is possible through supervision of product shipping times and customer service. It also extends $1, 000 in purchase protection warranty.

KikScore is a similar service that also offers seals for non-online retailers and local businesses. It foremost guarantees online businesses, however, and aggregates information about management, website history, and details on customer service satisfaction.

The financial aspects of the acquisition were not revealed.

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