Guy Gets His Stolen Laptop Back A Year Later When Suspect Calls Customer Service For Help

Guy Gets His Stolen Laptop Back A Year Later When Suspect Calls Customer Service For Help

In perhaps the only example of when a broken computer is a good thing, a man who had his laptop stolen last year was reunited with his property after the suspected thief called up Apple’s customer support. [More]

Mozy Wants To Explain Wireless Internets To You

Mozy Wants To Explain Wireless Internets To You

You might think that a company like Mozy, which sells secure online backup services, would be able to troubleshoot common technical issues that are directly related to its business. After all, surely Heather isn’t the only customer to have problems with her initial backup hanging for several days in a row. But instead of offering useful assistance, Mozy’s tech support person told Heather that the problem was that “wireless internets don’t like lots of files flying through the air.” Wow, that must really cause problems with Mozy’s business model. [More]

What Happens When You Put A Tag Cloud On Your Customer Support Forum…

What Happens When You Put A Tag Cloud On Your Customer Support Forum…

…is that the conversational threads become very apparent. Full version inside of the Newegg forums screengrab. [More]

Dell Support Tech Accidentally Gives Away Free Advice

Dell Support Tech Accidentally Gives Away Free Advice

Our reader humphrmi recently managed to avoid shelling out unnecessary bucks for paid technical support from Dell. His secret? Listening very carefully to the support rep, who inadvertently gave away the info he was trying to get humphrmi to pay for. Which is good, since that information was only one sentence long.

Logitech Replaces Mouse Under Warranty When Tweeted At

Logitech Replaces Mouse Under Warranty When Tweeted At

Everyone is tired of hearing about Twitter. It’s not the newest and shiniest communications tool anymore, and stories about its effectiveness in customer service aren’t novel anymore. Reader Ryan is tired of hearing about Twitter, but he shared a story with Consumerist about how Logitech only replaced his mouse under warranty after he tweeted at them.

Comcast's Twitter Reps Save The Day (Again) From Ineffectual Customer Support

Comcast's Twitter Reps Save The Day (Again) From Ineffectual Customer Support

Comcast might want to slash the budget on its Live Chat service and devote more resources to Frank and Sherri over on the Twitter side of things. The only good stories we hear about Comcast customer service comes from encounters with them, it seems.

Qwest Has A Twitter Account, Wants To Hear From Customers With Problems

Qwest Has A Twitter Account, Wants To Hear From Customers With Problems

Monica, a Qwest representative, sent us an official declaration regarding yesterday’s post; she says that Qwest absolutely does not do any throttling. She also points out that if you have problems you can’t get resolved, try the Twitter route. Their official page is http://twitter.com/talktoqwest.

Cracked Explains Why Tech Support Sucks

Cracked Explains Why Tech Support Sucks

Cracked takes a stab at explaining why your calls to customer support inevitably lead to frustration. You’ll probably recognize your own experiences as you read their article, and learn a little about why being a customer service agent sucks so much, too.

Has Comcast Hired ELIZA For Customer Chat Support?

Has Comcast Hired ELIZA For Customer Chat Support?

This English-as-a-second-language tech support guy just wants to help Noah out, but the weird combination of formal exchanges and misunderstandings make him sound like an AI program. We don’t think Jullan even realizes that his good-natured attempts to help are only annoying the customer more. In theory, we like the idea of a tech support guy “extending an extra mile,” but maybe next time he should stick to tech support and leave billing questions unto the billing department.

Symantec's Support Chat: Upsells And Freeware, But Not A Lot of Support

Symantec's Support Chat: Upsells And Freeware, But Not A Lot of Support

Something bad has happened to Symantec’s once-good chat service, notes Neil J. Rubenking at PC Mag. In the past, he says, they were helpful and knowledgable; now they pass freeware apps off as their own and attempt to get you to pay $100 fees for their “expert” service when you’re trying to troubleshoot a problem with them. He writes, “My new experiences while evaluating Norton 360 version 3.0 opened my eyes to the magnitude of the problem. Did Symantec switch outsourced support companies? Has the chat support team gone rogue?”

Thank You For Contacting Comcast Live Chat Support. My Name Is Lethel.

Thank You For Contacting Comcast Live Chat Support. My Name Is Lethel.

Katherine, a new Comcast subscriber, was setting up her online account access when for reasons unknown it told her that she must talk the online CSR. Suddenly she felt fear and trepidation radiate down her arm and settle into her mouse hand. She took a deep breath, said a silent prayer and clicked “CHAT NOW.” What proceeded was a mind numbing 20 minutes of her life that Katherine will never get back. Her letter and chat log inside…

HP Won't Issue New Drivers For Leopard, Tells You To Buy A New Printer

HP Won't Issue New Drivers For Leopard, Tells You To Buy A New Printer

Matt’s Officejet 6110 scans perfectly under Ubuntu, but won’t play nice with Leopard. When Matt called HP for support, he was told that the company has no plans to issue new drivers so he should just buy a new printer. To soften the blow, the tech mentioned HP’s trade-in program, which would give Matt a whopping $16 for his printer.

Bank Of America Won't Let You Access Your Money

Bank Of America Won't Let You Access Your Money

Silly Bill. He thought Bank of America would let him spend $5,800 on a home theater system just because he had over $10,000 in the bank. He tried to charge the system to his Bank of America Visa Platinum Check Card but was declined. Confused, Bill called Bank of America customer support for an explanation and had the sort of conversation that makes you want to drive a fork through your ear.

PayPal Error Stymies One Laptop Per Child Shipments

PayPal Error Stymies One Laptop Per Child Shipments

Tired of repeatedly hearing that his One Laptop Per Child was on the way, PC World’s Harry McCracken called OLPC and was surprised to discover that the charity didn’t have his mailing address on file. Apparently, PayPal passed McCracken’s payment to OLPC without providing his address.

iTunes Support Is Music To Our Ears

iTunes Support Is Music To Our Ears

We regularly receive emails praising Apple’s customer support for the iTunes Store. Apple’s standard, often proactive, response is to offer a flexible credit. Below is one story from reader Evan:

    “I have read many horror stories online of the iTunes customer support department. I just wanted to share my excellent experience. I was attempting to use the Complete My Album feature, but I continued getting an error message. Here is an email thread from me to Apple.”

The Combs Company Supports Feet, Customers

The Combs Company Supports Feet, Customers

Aaron’s feet were irritated by the stitching on a pair of Rafters sandals that he purchased last year from Dick’s Sporting Goods. Aaron tried to break in the sandals over the course of a year, but they still felt “like needles” in his feet. Aaron sent an email to The Combs Company, maker of the sandals:

I am just writing you folks because I am rather disappointed with the Rafters Sandals I purchased from Dick’s Sporting Goods approximately one year ago. When I tried them on at the store, they seemed like very comfortable shoes for the summer months. However, my first extended period of wearing them, I have realized that the stitching for the leather panels (the ones located directly below where the feet rest) are very irritating, to the point where if you walk for even a short period, the stitching feels like needles in my feet.

Above And Beyond: Verizon?

Above And Beyond: Verizon?

Verizon actually helped someone. His name is Matt, and he lives in Texas. Of course, he might be a fiendish undercover Verizon mole hiding behind a normal-sounding name. “Matt” claims to have purchased a Treo 700p on eBay, which was quickly felled by a faulty memory chip. Matt brought the paperweight to one of the notoriously unhelpful Verizon stores, where he got… help?

He said they didn’t have any 700p’s in stock, but he could offer me a 700w, the Windows version. I said no thanks, I want the same phone. He apologized profusely, told me they could ship me one, and that I’d have to talk to someone on the phone. He dialed a number, handed me the phone, and a customer service guy took all my information. He told me they’d ship me a new phone and a prepaid address label — all I had to do was send the broken phone back. “How long will it take?” I asked, expecting to hear “7-10 business days.”

Homestar Runner Cartoon Skewers Tech Support

Homestar Runner Cartoon Skewers Tech Support