In This Issue:
1. Editor's Note: Does Customer Service Still Exist?
2. Today's Top Story: How-Tos
- How To Get Started With Web 2.0
- How To Move User Profiles To Windows Vista Systems
3. Breaking News
- Microsoft Inks Novell-Like Patent Deal With Xandros, Despite GPLv3
- iPhone To Go On Sale June 29, Apple Confirms
- Can The iPhone Live Up To The Hype?
- Man Charged With Leaking Season Premier Of '24' Online
- Scientists Open Door To Laptop That Literally Screams
- Overseas Online Poker Company 'Cooperating' With U.S. Inquiry
- Flash Memory Use Expected To Soar In Portable Media Players
- Reorganization Creates 'Palmapple Inc.'
- Online Search Dangers: Music And Tech Are The Riskiest
- InfoSpace Provides Virgin Mobile With A Mobile Search Platform
- Toshiba Set To Release Slim HD DVD-RW Drive For Notebooks
- Sony Drops Price Of Upcoming Blu-ray Player
4. The Latest Microsoft Blog Posts
- Why Google Gears Is Good News, Bad News For Microsoft
- GPLv3 No Longer Has Novell Worried About Linux Licensing
- On Microsoft's Boring Names For Business Apps
5. Job Listings From TechCareers
6. White Papers
- Unix Data Recovery
7. Get More Out Of InformationWeek
8. Manage Your Newsletter Subscription
Quote of the day:
"Make service your first priority, not success, and success will follow." -- Author Unknown
1. Editor's Note: Does Customer Service Still Exist?
In recent blog entries, I've shared horror stories about customer service from the likes of Lowe's and Home Depot, as well as CompUSA, HP, and others. Reader responses indicate I'm far from alone in my customer service frustrations.
In its June issue, Consumer Reports notes that, with the exception of Apple, Best Buy's Geek Squad scored higher in PC problem resolution than the manufacturers of the PCs themselves. "Independent services trounced all Windows PC manufacturers who solved a measly 59 percent of problems. ... By contrast, independent tech support services affiliated with major retail chains ... solved 84 percent of users' problems with Windows-based PCs," the report states.
Think about that: The companies that make the PCs are able to solve customers' problems with their own products fewer than six times out of 10, while independent services do so more than eight times out of 10. It raises the question: Is the tech industry at all capable of providing decent customer service?
Which brings me to the issue of the day: We are preparing future editorial coverage on the state of customer service in the tech industry, and we're looking for your input. What's the best company you've dealt with in terms of customer service, and what is it that makes it so effective? Conversely, what's the worst and why? Please consider all your experiences, including the PC/personal tech space but, importantly, also factor in those companies that provide enterprise IT products. I'm just as happy to report on standouts as laggards, but we can't do so without your input. I'm asking that you provide feedback here.
By the way, three months after my previously mentioned blog about CompUSA, the same two issues I had with that retailer on a new laptop remain unresolved. Customer service? Hardly.
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Why Google Gears Is Good News, Bad News For Microsoft
GPLv3 No Longer Has Novell Worried About Linux Licensing
Who elected Richard Stallman king of the free software world? (OK, he did.) With the GPLv3 license on the cusp of adoption, the Free Software Foundation president is again hitting the virtual stump to promise that he won't quit revising the license until all software is free, free as in beer. Meanwhile, Novell, which heretofore had been worried about GPLv3, now says on its blog that there's no problem. So which is it?
On Microsoft's Boring Names For Business Apps
Microsoft's been getting funky recently with the names of its consumer software -- see Vista, Silverlight, Popfly, and Zune. But as it proved at its annual TechEd conference for the IT crowd, business apps are getting the short end of the stick on the name front, despite their cool code names.
Apply The ITIL Framework With Confidence
ITIL provides the foundation for quality IT service management. It actively supports corporate goals by offering services that are based on efficient principles and adequately fulfilling business requirements. With the ITIL framework, IT fulfills the promise of the profit generator instead of being seen as a cost burden.
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