Customer Service

  • My chat with Verizon about FIOS

    I’ve been eying FIOS for a few years now – I know Doug has it and likes it – and was just inspired by a commercial on cable to pop by the Verizon site to check on FIOS in Brooklyn. Almost immediately I was shunted into a chat with “Philip” who proceeded to offer me DSL. Phil then encouraged me to “check back” with some regularity, something that would… Read More

  • Truly Comcastic service, for real this time

    We’ve made it a sort of hobby to post our Comcast experiences here at CG, more often than not because they’ve been terribletastic and we needed to be angry publicly for our own satisfaction. This time however it’s quite a different case so read on if you’d like to hear that rarest of tales: a tale of good customer service. Read More

  • Casio claims a fingerprint inside camera, voids warranty

    I understand that companies like Casio are dealing with large volumes and must enforce a certain level of scrutiny when it comes to returns, or face enormous costs from unnecessary replacements. But this is ridiculous. Like the laptop with “liquid inside keyboard,” Casio’s complaint is completely ridiculous and completely transparent. You can see the technician going down… Read More

  • For free: Sprint will teach its customers how to use their phones

    Not everyone spends all day in front of gadget blogs and the HowardForums, learning the ins and outs of their cellphone. It’s for these “normal” people that Sprint is launching a renewed effort to teach consumers exactly what it is their cellphones can do. The program is called “Ready Now,” and will officially be announced sometime today, when everyone is… Read More

  • Dell kind of bites the bullet on faulty GeForce M rigs

    Dell is offering a 12-month warranty extension for those of you suffering (or about to suffer) from faultily manufactured GeForce GPUs on your laptops. Their previous solution was to fool the BIOS into turning the fans up all the time, thus preventing overheating at the cost of noise and wear and tear — not really the best trade-off. So now they’re essentially saying… Read More

  • Customer receives million-dollar bill AND poor service

    The Register has a report on possibly the largest ever single-person phone bill, and the winner is…James Abdale, a Vodafone customer from Norwich, who got a bill for £588,198, and fifteen pence ($1,175,455 and two cents). Abdale, who posted his saga on Vodafone’s forum, spent over two hours on the phone with customer service before being told that all managers had gone home and… Read More

  • HP attempts to charge customer $1099 due to "liquid inside keyboard"

    Interesting approach to customer service you’ve got there, HP! Hot tipper Zack, who sent his still-under-warrantee HP laptop in to be serviced for a bad hinge, writes: Well today I received a call from an HP Tech Support guy. I was informed
    that liquid had been inside my keyboard and when they opened the computer to
    diagnose it, the liquid spilled onto the motherboard causing damage. Read More

  • Dell's new customer service scheme: North America-based, reps with actual knowledge

    Dell, the baked goods manufacturer, knows that Americans don’t like calling tech support only to get “Pete,” whose name clearly Shoaib, who tells them to restart their computer for every single issue. Fine, Dell says, it’ll improve customer service—legitimate solutions on the other end of the line—but you’d better be ready to pay for it. The… Read More

  • That car that Circuit City gutted? They're fixing it, nice!

    I’m the resident customer service curmudgeon around CrunchGear. I’ve worked customer service as both a peon and manager, and I’ve been on the other side, so I know what’s reasonable to expect. As I said a few weeks ago, if Circuit City destroys your car trying to install a stereo, they should fix it completely. Circuit wasn’t doing that, but reports are that… Read More

  • Dude, you're getting a Dell with pubes stuck in the keyboard!

    I’ve never had good luck with Dell’s customer service, it’s one reason why I just don’t recommend their products. One great example of this is a letter a young man named K sent to the Consumerist, detailing how Dell Support destroyed his old laptop while trying to troubleshoot his new one, and finally sent out a replacement. Good on them, you say, for making good on that. Read More

  • Amazon is $50 worth of sorry for your HD-DVD player purchase

    Those sports at Amazon understand “new technologies don’t always work out as planned.” Or rather, they don’t work out as Toshiba planned. I have a feeling this is how Sony planned it all along. In any case, if you bought one of those bargain HD-DVD players after February 23rd, help yourself to $50 worth of stuff from Amazon. Personally, I’d be buying the Planet… Read More

  • Circuit City installation techs destroy customer's Honda, refuse to pay full damages

    I drive a Kia Spectra that I just love. I bought it brand new 2004 and one of the first things I did was have an iPod adapter kit installed for the car stereo. I’m an iPod guy, and I want to take my songs with me always. I took it to Circuit City and while the install was fast, they messed up the facing on my dashboard, so now it just sort of hangs there. They told me there was nothing… Read More

  • Creative bans driver modder for improving its products for it

    [photopress:card.jpg,full,center] We’re going to try to think like Creative here. Let’s say we, as Creative, insist that our drivers for our multimedia cards were Vista-ready. Let’s say they really weren’t, they were buggy drivers with missing features. Let’s say we had no real plans to fix this. We’re a large corporation with better things to do. So… Read More

  • Steve Jobs sends pointed email to MacBook Pro owner; Poor customer service?

    [photopress:75867463_18098e337a.jpg,full,center] The guys over at BGR are griping at Apple for an email sent to a customer under Steve Jobs’s name. At the heart of the issue is a MacBook Pro which sustained water damage. The owner was miffed that it would cost him $300 for Apple to look into repairing it, not knowing if it was possible or not. He emailed Steve about what he considered… Read More

  • Bungie sends a treasure trove of stuff to sad gamer

    Shortly after an — ahem — misunderstanding involving Microsoft’s Xbox tech support department, a gamer, and an autographed Xbox 360 case (you can read all about the original fiasco here), things seem to have been made right — by Bungie. Bungie, makers of the wildly popular Halo series, sent the gamer a bunch of cool stuff to replace the signatures and drawing of… Read More

  • PS3 – Spider-Man 3 = Customer service mix-up

    [photopress:40GB_PS3_SpiderMan_Box.jpg,full,center] So how exactly is it that Sony can have better customer service than NewEgg, the bastion of happy buyers? Consumerist has it from a customer who bought a PS3 from NewEgg that was pictured as including a copy of Spider-Man 3 on Blu-ray. When the package arrived, the movie was absent, and the packaging made no mention of the film being… Read More

  • Sprint's Hesse focused on customer service

    [photopress:sprint_logo_resized.jpg,full,center] Now this is how you run a company. Daniel R. Hesse is the newly appointed CEO of Sprint, a company not known for its customer service skills. At the first operations meeting he oversaw, he noted customer service wasn’t on the agenda at all. He made it the first thing they discussed. We’re hopeful Hesse can turn Sprint’s rep around. Read More

  • Retailer lets customers exchange HD DVD players for Blu-ray ones

    [photopress:hdbrexchange.jpg,full,center] A retailer actually giving a damn about its customers? It can’t be an American one, right? No. It’s not. Japanese corp Edion, which owns a bunch of electronic stores over there, will exchange customers’ now obsolete HD DVD players for Blu-ray players. The corp will accept Toshiba players for one from Sony, Panasonic or… Read More

  • Video: "Little Girl" decides not to buy a Dell

    The video is funny enough on its own, but if it’s real, then none of you Dell fans can talk to me about the great customer service of Dell. Watch it. Laugh. Thank me later. Video: Purported Dell Call Center Employee Calls Customer “Little Girl” [BB Gadgets] Read More

  • DRM cripples 'repaired' Xbox 360, can no longer access paid for content

    Flickr’d Microsoft, DRM and the non-working Xbox 360. It’s like a Tom Clancy novel. A Kotaku patron, Kevin, has his Xbox 360 red ring of death on him last November. Fair enough, it happens. So he contacted Microsoft, which then arranged for his console to be repaired. A little while later a repaired Xbox 360 arrived in the mail. Read More