Articles about customer service

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Ransomware scum straighten ties, invest in good customer service

Ransomware scum are investing in customer service processes to get more people paying, according to McAfee's lead scientist and principal engineer Christiaan Beek. Speaking at the RSA Pacific and Japan conference in Singapore today, Beek said that ransomware victims share stories of their experiences handing over bitcoin. If …
Simon Sharwood, 28 Jul 2017
Trolls from the film "Troll 2"

Blighty bloke: PC World lost my Mac Mini – and trolled my blog!

A British man says PC World botched his order, then staff trolled his blog after he wrote a post complaining about it. Open-source techie Darren Moore, of London, UK, says he ordered three items through the electronics retailer back in March. After learning his business account was set up to ship to the wrong address, Moore …
Shaun Nichols, 16 May 2017
Toilet with smiling loo paper

Customer satisfaction is our highest priority… OK, maybe second-highest… or third...

Something for the Weekend, Sir? Everyone is looking at me as I break into a sweat. "Come on, come on," I mutter to my smartphone but already the harrumphing has begun. Why do English people harrumph when they're impatient? They could shout "Hurry up, fool!" or offer to help. But no, they always prefer to make a guttural hissing sound through their noses, …
US Flag and money

US account holders more likely to switch banks following fraud

Account holders in the US are more likely to switch banks in the aftermath of fraud, according to a new study. Researchers at Carnegie Mellon University found that people who had their information compromised were more likely to terminate their relationship with the bank within six months of a fraudulent event, even if they …
John Leyden, 17 Feb 2017

Comcast repeatedly crams modem upgrade demands into browsers

Comcast subscribers are complaining that the broadband biz has been bombarding them with requests in their web browsers to get new cable modems. According to Chris Morran at the Consumerist, the ISP has been injecting popups into webpages fetched from the internet – specifically, messages that urge people to get new modems to …
Shaun Nichols, 12 Jan 2016
shutterstock_192561857-cat-

Virgin Media whines about Sky's customer service claims, ad watchdog agrees

It's been a quiet year for ISPs being placed on the naughty step by the UK's advertising watchdog. But today, Sky has been admonished for making misleading and unsubstantiated claims about its customer service. Rival Virgin Media successfully challenged the methodology used by Sky, in which it had boasted that it offered " …
Kelly Fiveash, 11 Nov 2015
Two mobiles man

EE: Yes, our broadband service is a total clusterf**k – but we promise to improve

EE has promised to get its act together after admitting what many of its customers knew already – its broadband service simply isn't good enough. Reg readers may recall that Blighty's communications watchdog has repeatedly roasted the telco for being the most moaned-about ISP in the UK. In July, Ofcom whacked EE with a £1m …
Kelly Fiveash, 15 Sep 2015
Andres Iniesta of FC Barcelona

Reg top tip: Don't have the same name as someone else if you use Facebook's Instagram

An apparent account mix-up briefly lead to Spanish soccer star Andrés Iniesta inadvertently hijacking the Instagram account of another man with the same name. Andrés Iniesta, a Spanish man who is not a member of FC Barcelona, said that his account (ainiesta) was abruptly removed and linked to the account of the star athlete of …
Shaun Nichols, 21 Jul 2015
Woman slaps man. Pic: Shutterstock

Pisspoor EE customer service earns it a cool £1 MILLION Ofcom fine

Ofcom has whacked EE with a £1m fine for failing to comply with the regulator's rules on handling customer complaints. Between July 2011 to 8 April 2014 EE did not provide certain customers with accurate information about their rights to use an alternative dispute resolution (ADR) scheme. The company also failed to inform its …
Kat Hall, 3 Jul 2015
Comcast bill for Asshole Brown

How's this for customer service: Comcast calls bloke an A**HOLE – and even puts it in print

A Washington woman in the US has revealed how Comcast made her husband the butt of a joke – by changing his name to "Asshole" on their account. Journalist Christopher Elliott reports that Lisa Brown contacted him after a Comcast employee changed her hubby Ricardo's name on their records to "Asshole Brown" – as is clear in the …
Shaun Nichols, 29 Jan 2015
xfinity wifi

Strange tale of an angry bean counter, Comcast and a shock 'firing'

A Comcast customer who complained about being overcharged and crap service alleges someone at the ISP got him fired as a result. The punter, described by The Consumerist as an "experienced accountant at one of the nation’s most prestigious firms," signed up with America's largest ISP in 2013 at an introductory rate, but said …
Iain Thomson, 8 Oct 2014
Tor

Comcast exec: No, we haven't banned Tor. I use it. You're probably using it

Comcast has denied claims that it will cut off subscribers for using the Tor project's anonymizing web browser. "Comcast is not asking customers to stop using Tor, or any other browser for that matter," said Jason Livingood, VP of internet & communications engineering at Comcast in a blog post titled "Setting the record …
Iain Thomson, 15 Sep 2014
Smug ginger tom

EE accused of silencing customer gripes on social media pages

EE has dismissed claims that its social media staff are attempting to hush fair criticism levelled at the mobile operator on sites such as Facebook. A company spokesman told The Register that it was wrong for subscribers to claim that they were being silenced by EE just for posting complaints about the network online. EE has …
Kelly Fiveash, 27 Aug 2014

Comcast bosses: THAT pushy sales rep was only obeying orders

Comcast management has said the staffer who was recorded endlessly haranguing a subscriber over the phone was doing what he trained and paid to do. The ISP's customer-retention worker was recorded by Ryan Block, a VP of product at AOL and a former tech blogger, repeatedly refusing Block's request to cancel his subscription. …
Iain Thomson, 23 Jul 2014

Listen: WORST EVER customer service call – Comcast is 'very embarrassed'

Audio Comcast has apologized to a subscriber who was subjected to a haranguing customer service call when he tried to cancel his account. Ryan Block, a VP of product at AOL and a former tech blogger, was moving home and taking the opportunity to scrap his Comcast service after nine years. The only problem was that the customer …
Iain Thomson, 15 Jul 2014
Angry woman on mobile

We'd switch mobile networks, but we can't be bothered – survey

Inertia is a principle well-known in insurance and personal banking circles, but the mobile phone industry has always behaved as if subscriber loyalty were governed purely by discounts and phone upgrades. But new research by telecoms customer service provider WDS shows that apathy is just as important in mobile. A survey of 4 …
Simon Rockman, 13 May 2014
Chinese Buffet self-service

Technology is murdering customer service - legally

Opinion When someone tallies up all the good and bad things that the tech mega-explosion of the last 50 years has brought us, there’s one item I expect to see right at the top of the second column: the slow but steady death of customer service. Anyone transported from, say, the 1970s to the 2020s will find that component of the …
Dave Mandl, 7 Apr 2014

China tops global telco service study

Asian telcos came out top in a new global study of the prepaid mobile market by KPMG designed to find the best customer experience in-store and over-the-phone, with the UK, US and Australia all placing disappointingly outside the top ten. The In Search of a Better Customer Experience study (PDF) rated 106 mobile providers …
Phil Muncaster, 24 Jul 2013

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