Lousy Service, Part 2

Somehow my technology let me down. This post should have gone out last week. I guess I'll have to call customer service!

Anyway, my rant here is about Apple Customer Care. Typically I love there guys. They call you immediately upon request (or when you schedule a call). And they've usually gone the extra mile and spent as much time as necessary to resolve my problems. But I recently had a horrible experience with them.

A little background. I haven't been very impressed with Apple's iCloud. PhotoStream doesn't keep up with my uploaded photos, my documents don't always sync. Andthen there's iTunes. Apple has been making changes that sound good, but the xecution has been somewhat bumpy.

A couple weeks ago I was trying to copy some music from my iMac's iTunes library to my Android phone. In doing so, I founda lot of my music wouldn't copy. After researching for about an hour I found that some of my music was marked as "protected." WTF? I purchased most of the music after Apple lifted the DRM protection. At the time I also paid to have my earlier purchases upgraded. Some of the songs that would't copy were even ripped from my own personal collection.

Unable to find a reolution, I went to Apple's Support page. I go through an automated support tree for iTunes that finally spits me out on a page saying I need phone support. I click the option for an agent to call me now. My phone immediately rings. But then the frustration begins.

The person who calls is a screener. She has a hard time understanding my phoenetic alphabet (alpha, bravo, charlie, delta) - I have to use simple words like "apple, ball, cat..." Her primary job seems to be to sell me the $170 AppleCare plan for my iMac. I try to politely decline explaining my iMac is fine, I just have a quick question about iTunes. I finally have to get short with the girl. She finally transfers me to someone she assures me can help. Wrong!

The person I talk to tells me she absolutely can't help and gives me a URL for Apple's Express Lane support. Sigh. OK, I hang up and enter the URL. Turn out to be the same page I started on before. I answer the same questions the same way with the same result. Once again a screener calls me back immediately. Before he can start the sales pitch I explain I've been there and done that. I don't want AppleCare, I just want my iTunes question answered. He starts the pitch anyway. Finally, he agrees to transfer me someone he promises can answer my question. But the dude tells me he's sorry, but he ansolutely can't help me. He tries to send me back to the Express Lane. Now I'm frustrated and getting angry. He tells me I must not have done it right. He walks me through the process until I get to the email support page.

Frustrated and very angry, i fill out the email form. Several hours later I get a response from "Kelly" who tells me most questions can be answered on the Web. You guessed it, through the Apple Express Lane. I reply that I've been down that lane twice now. I explain my issue in more detail. I get more unhelpful answers through several more email exchanges. Finally I give up and find an answer on my own. I never did get a follow up email from Kelly or amyone else at Apple. As far as they know I'm still out there with several hundred protected songs in my iTunes library.

So even the best can be the worst. How any company, large or small, can provide this kind of support is beyond me. They try hard to sell me something I don't want or need. The promise to transfer me to some who can help, then shuffle me off to someone else. If they had spent half as much time actually trying to help me, I probably would't be writing this rant.

Demand bette.

 

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Lousy Service, Part 3

My final real life story has to do with my cell phone carrier, T-Mobile. These folks have gone above and beyond. But getting decent customer service has been getting harder and harder.

First of all, when I call 611 the first thing I get is a message telling me to look at my phone's screen and search for answers on the Web. Puh-leeze. If you opt to try to talk to a live person, you get a few challenges from the robot lady, but it's not that hard. Relatively speaking.

My frustration started when the bubbly girl started talking. She asked me how she could help. When I told her I had a question about my bill she launched into this REALLY annoying rant about how she's here to tp provide me with exceptional service and understands how billing questions can be a real concern and she'd certainly want answers and.. (obviously the T-Mobile training manual says she needs to empathize - no matter how phony and insincere it sounds). I finally get her to shut up so I can ask my question.

I tell her I see a charge that listed as "other" but it has no explanation. She launches into another diatribe about how she understands how an unidentified charge would open her eyes to a possible problem and she'd want answers and... SHUT UP!!! - just answer my f***ing question without this insincere babbling.

Finally, after getting my question answered, she starts selling me on upgrading my phone. After she finally shuts up about the upgrade, she launches into another obviously insincere rant about what a great customer I've been for the last seven years and yadda yadda. I hung up on her.

Why can't these companies just focus on basic courtesy? Sincere empathy is great. Ask me if I'd like to hear about deals and savings opportunities. But don't patronize me and waste my time with meaningless babble. But it seems this kind of "service" is more the norm than the exception.

This is my last "rant" post (for now). I'd love to post some raves. Please send me some happy support stories.

Happy Holidays!

 

Posted with Blogsy

Is Lousy Customer Service The Norm? Part 1

 

This post will be in three parts because I'm just so ticked off about the state of customer service these days.

December is only a week old and I've already experienced the lowest possible level of customer service from three major national companies.  I'm talking about companies that I have given a great deal of money to, either monthly (Comcast, T-Mobile) or in big chunks (Apple).  Not only do I pay these folks a lot of money, their service used to be outstanding.  This is an ugly change.  Is this typical?  I hope not.

All of these use the annoying voice recognition robot that never seems to understand what I say, or what I say isn't in her vocabulary.  These folks, like so many, play lengthy recordings advertising services, referring you to their Web site, which delays my ability to get to a live person.  Worst of all - telling you me 20 - 30 seconds how important my business is to them.  And none give me an option to hold without music, and the music is always terrible.

Comcast has instituted an awful phone menu with way too many options.  If you go down the wrong path, which is easy to do, there's no way to get back to the main menu yo you can start over.  You need to hang up and start over.  There are also dead ends that play recordings and then hang up.  When I finally make contact with a live body, I really start to get frustrated.  I was asked for the serial number on my cable box.  The rep told me I needed to look on the back of the box for it.  I explained I'm disabled and can't crawl on the floor (not to mention my box is on the bottom of my stack of electronics).  I later found the serial number is available number is available in a setup menu.  Oh, asnd there was the phone problem.  After much discussion they sent out a tech who said.

Enough for today.  Please share your experiences - good or bad - here or on my Facebook page.

Next post - Apple Express Lane

Track Hurricane Sandy

Google has a site set up with updates, webcams and news regarding this "once in a lifetime " storms hits the North East coast. Ourthoughts and prayers are with the folks in harm's way.

http://google.org/crisismap/sandy-2012

Windows 8 - I Installed It!

Finally!  A Microsoft product that installled without a hitch!

I've been running the Consumer Preview version of Windows 8 on my iMac using Parallels for a few weeks and habe been pretty impressed.  But yesterday I installed the full version of Windows 8 Pro and now I get to play with all the features.

The installation was easy - I simply went to the Windows Web site and created an account, added my credit card, and was able to download the operating system in just anfew minutes.  Much like my latest version of Apple's OS X.  Windows 8 cost twice as much as OS X, but $40 is a far sight less that previous versions of Windows.

It took about an hour to install, but there were no issues.  Once I was finished, I logged in with the Windows Live account I created earlier and was able to quickly connect to my Facebook, Twitter and Google+ accounts.  I also set up email with my byteslaves@outlook.com account.  Pretty painless.

When you set up Windows 8, you also get a SkyDrive account.  This allows you to save Documents, Pictures and Music to the Web and access them from anywhere.

What I'm really impressed by is that Windows 8 recognized all the programs installed on my iMac.  If I choose to open a Mac program, it's smart enough to take me back to an Apple window and open the program.

I'm just scratching the surface here, but will be posting screen shots, lessons learned, and hopefully some videos over the next week or two.

Corporate Docs Scam

SCAM ALERT! Got an intersting letter from Corporate Records Service asking me to send them my corporate info (officers, shareholders, etc.) along with a check or credit card payment of $125. They'll then file the "documents to satisfy the annual minutes requirement for your corporation." These are documents you file every year when you renew your corporation. This scam has been reported elsewhere:

http://www.ripoffreport.com/directory/Corporate-Records-Service.aspx

Is Shopping Safe

I'm surprised at the number of people who tell me they won't shop or bank online. I smile to myself and think back to an old Dilbert cartoon where the gang is eating lunch and talking about the dangers of shopping on line. Dilbert gives the waitress his credit card, and she comes back wearing a new mink coat.

Unlikely? Not so much. It's easier than you think to steal the information from the magnetic strip on your card. Card scanners are tiny and easy to conceal. If your card is out of your site for even a short time someone can swipe your card, take the info from the magnetic strip and then program it onto another card.

Writing checks is also more risky today. Moderately sophisticated crooks regularly steal checks you put in the mail - or even write at the store - can be "washed" and the payee and amount can be changed. Even if the thief isn't savvy enough to change your check, all the information needed to electronically raid your account is on the front of your check.

Statistically, shopping on the Internet is actually safer than writing a check or paying with a credit card that leaves your sight.

Public WiFi - Is It Secure?

Public WiFi is pretty much ubiquitous these days. Whether it's a coffee shop, fast food restaurant or even a city street WiFi hotspots are everywhere. Connecting is easy and that's very handy. But you need to keep security in mind.

The short story is to consider anything you do on a public network to be visible to anyone. Someone could literally be looking over your shoulder. There's also a very real chance some is eavesdropping on your browsing.

If you're using a Windows 7 laptop, the first time you connect to a new network you'll be asked if it's a Home, Work or Public network. Selecting Public will reduce the ability of others to see your stuff. Having a good firewall programs is a must no matter what version of Windows or Mac you're running. You also need to be aware of any files and folders you're sharing.

Tablets and phones using WiFi are somewhat less vulnerable, but it's still possible bad guys could be recording anything you're sending.

If you really feel the need to shop or bank while enjoying your morning coffee, make sure you're connected to a secure site (URL starts https://) and make sure no one is looking over your shoulder. But the only way to ensure you're safe is to save your sensitive surfing for a network you know and trust.

Are You Sharing Too Much?

The Internet is an amazing place. Lots of information that's very easy to access. Maybe TOO easy.

Have you every Googled yourself? If not, you should. You'll see just how much of your life is a matter of public record. Marriage licenses, property deeds and phone listings (try searching your land line phone number). Add Facebook, LinkedIn and other sites (think genealogy) and bad guys can find out a lot of important information about you. For free. For a few bucks, they can get even more.

You can't control what others post about you, but you can make it a little harder for others to get personal info. I've written whole columns about this and put on several workshops on this subject. I'd be happy to share more info if you are interested. But the short story is don't post things that will compromise your safety: your full birthday, your home address, your children's school name, family info and - seriously - your vacation schedule. Limit access to you Social Media posts to "friends only." and just use some common sense. What did I miss?

Online Safety and Security

There was an article in yesterday's paper taken from the Sacramento Bee. It offered up some suggestions for protecting yourself  from bad things when venturing into cyber space. The author touched on the things I've been preaching about for years.

Passwords. Probably the easiest way to have your information stolen is to use a crappy password. It amazes me how many people use the same password for everything. If your password is compomised, your day can get pretty bad in a hurry. It's easy to create a strong password. There are tools out there that will generate complex passwords and store them securely. Then you only need to remember one REALLY strong password. Want to know more? Just ask.

Tomorrow I'll talk about TMI on Social Media.

Starting Again - Committed to Posting

My blog posting has been hit or miss over the years, but I'm finding more and more of my clients are asking for information in a timely manner. Using available tools I can now post on my blog and share it on my Web site and Facebook pages as the same time.

I'm hoping timely and typical posts will provide you with information you find helpful. I'd also like to foster some discussion, so I will be posting not only technical insights, but rants and raves about products and services I run across.

Please feel free to share your opinions. I will only moderate blatantly offensive posts or posts that are totally off topic. All I ask is that you try to keep,it civil and respectful of other's posts. Calling BS on poor service, stupid marketing or greedy corporations is encouraged.

Have fun!

I just read that Pinterest is now the third most popular Social Media site is the worls behind Facebook and Twitter. I've got a Pinterest account but have never used it. The top demographic is female hobbyists. I haven't caught any buzz about Pinterest being used for business. Are you a Pinterest user? If so, how do you use it? Just for fun, or for business, or both. Have you got any tips you'd like to share? Please post your thoughts.

Reaching Out To Clients

What's your favorite way to publicize your events and keep your clients informed?  I'm using Constant Contact, Facebook Events and Google Calendar on my Web site.  That's a lot to manage every time I create a new event.  Entering things two or three times can get old after a while.  I'd love to hear your suggestions.

Facebook Fan Page Changes

We're almost there!  Come Sunday morning we will all be using then new Facebook Fan page format.  Like it or not, there are some big changes.  Personally, I like the new Cover Photo concepts.  Instead of the little 2" X 6" sidebar image available in the original page format, we have a full 850 X 315 pixel canvas we can use to paint our billboard.  As always, Facebook has rules about how you should use this space.  But it seems these are more guidelines than hard and fast rules since many of the business covers I see have contact info included.  Still, you should be familiar with these guidelines and be prepared to modify your cover if required.

Aside from the Cover Photo, the tabs/links to your photos page and other Facebook content such as events and blog posts are no longer on the left side side of the page.  Now they are large (111 x 74 pixel) image buttons.  The images are, for the most part, customizable.

Another cool feature I like the admin panel.  This shows up at the top of your page when you visit (it doesn't appear to non-admin visitors).  You can check out you page's activity at a glance or hide it if you don't want to see it.

It's also easy to keep an important post at the top of your feed by "pinning" it.  To do this simply hover your mouse over your post and click the edit button that appears.

I think overall you'll like the change.  But, in typical Facebook fashion, no one asked us.  We'll just have to learn to love it.

Here's a short video overview.  Here's a longer one with a lot more detail.

Just wondering how many of you ran out and got the New iPad last week?  Lots of commotion about heat and crashes.  It was downplayed in the media, but I've got to wonder.  Is this hot new toy TOO hot?

Enough Already!

As a business owner I understand it's important to advertise, but those of us that need it can't afford it.  And those that can afford it go over the top.

I've all but given up on broadcast radio. Whenever I hear the phrase "more music..." I know we're in for a long set of uninterrupted commercials.  Most of which will insult my intelligence, grate on my nerves, or probably both,  Well, that's what my iPod is for.

Broadcast TV isn't much better.  Thirty percent (or more) or more of most shows is advertising.  Often for other shows.  And the ads are repeated until I'm ready to scream - sometimes multiple times in the same break.  Don't get me started on the "fine print" that's impossible to read even on my large HDTV screen.  Worse yet, I'm paying over $100 a month to watch them!  Thank God for my DVR.

Then there are naming rights.  Remember when college bowl games had names like the Gator Bowl and the Sugar Bowl?  Or when sports venues were named after people,places or (gasp!) the the teams that played in them?  And let's not forget the Visa halftime show, the Konica Minolta BizHub Swing Cam and the official this, that or the other of the league.

For those of us who don't have thousands of dollars to spend on marketing, we have to count on people like Elizabeth Case at Yellow Dog Consulting to help us find the best way to get the word out about our awesome products and services.

A Cautionary Tale

OK, I screwed up.  I signed a lease for a couple of credit card machines a few years ago.  Business was booming and i wanted to make it easier for my customers to pay me.  Now I've got two credit card terminals gathering dust - they haven't been used in two years.

I called the leasing company (Northern Leasing Systems) today to find out my options.  After at least a half-dozen menus asking me to enter this or that information and several minutes on hold, I'm connected to a very surly woman who tells me I've got 1 months left on my contract.  I can transfer my contract to another schmuck and pay Northern Leasing Systems $130, or I can buy out my contract for $780.  Or simply suck it up until March of 2013, where I'd better remember to send a letter of cancellation.  Otherwise I'm automatically renewed!

Save yourself some trouble.  Talk to Stefanie or any of the folks at Platinum Merchant Processing and save yourself a few hundred dollars!

Dust Bunnies Kill!

Twice this week I've had people come to me with PCs that have been damaged by overheating.  It's not something people tend to think about, but heat is a real killer when it comes to computers. When a modern computer gets too hot it is designed to simply shut itself off.  This is an attempt to protect the delicate innards from permanent damage.  But a sudden shutdown can cost you any unsaved work and may damage your operating system.  Repeated shutdowns increase the change of file system damage.  And any time your computer gets too hot you run the risk of blowing a circuit or chip inside.

Here are some tips:

1. Check for dust!  Whether you have a laptop or a desktop, check the vents for dust from time to time.  If you see dust, turn off your computer and use compressed air or a soft brush to remove the dust.
2. If you work in a particularly dusty or dirty environment, consider having your computer professionally cleaned once or twice a year.  Check with your tech person or local computer shop for details.
3. Let it breathe!  So-called computer desks with little cubbyholes for your PC can actually trap the heat and make things worse.  Leave a few inches on all sides for air to circulate.
4. Laptops really shouldn't be used on your lap.  Laptops tend to radiate heat from the bottom of the computer and have vents in the back or sides.  Using the laptop on a soft surface can prevent the heat from dissipating.  Placing the laptop on a pillow or blanket is even worse.  Consider getting a lap desk with a hard surface.  You can use the laptop on any surface and still let it breathe.
5. Finally, don't pile stuff on top of your laptop.  Heat radiates through the keyboard as well.  Just ask my cat...,

Dus Bunnies Kill!

For the second tme this week I've had a client call me with a computer that has died on them unexpectedly.  The probable cause: dust.  Whether you have a laptop or a desktop computer, the system needs to breathe.  Over time dust collects in the vents, on the fan(s) inside the computer, and even on the components inside the PC.  This is especially critical with laptops.  The are so compact that it's difficult to dissipate heat in the best of circumstances.  If you fan and/or ventilation ports get choked with dust just a matter of minutes before your computer overheats.  Desktops usually are more forgiving since there is usually room for air to circulate.  Still, today's high-speed processors generate lots of heat and thus it doesn't to damage critical components if heat builds up.

The most common warning signs of heat buildup are unexpected shutdowns, poor performance and blue screen crashes.  Your computer typically shuts down before it overheats in order to prevent damage, but repeated close calls can cause damage to the CPU or other critical components.  Repairs are costly.

So how do you avoid overheating problems?  First and foremost you need to check your computer's vents (usually located on the side and/or back) for dust.  You can remove  dust with a few squirts of compressed air or a soft brush.  You should do this with the computer shut down

You want to make sure the vents are clear of other obstructions like papers, etc. 

If you have a desktop. make sure there's plenty of room for air to circulate. The little cubbyholes in "computer desks" can actually trap heat.  And make sure your computer is not next to a heater, in direct sunlight of over an air vent.

Contrary to popular belief laptops really don't work well on your lap.  Putting your laptop on a soft surface like a pillow, blanket or even your lap can block vents and trap heat.  If you want to use your laptop in bed or ion your lap, consider getting a lap desk with a hard surface.

Finally, watch out for cats.  Cats love a warm laptop for a quick nap.  Happy kitty, unhappy laptop.