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Palm responds, Part 2

January 12, 2008

In part 2 of a 2 part inter­view, John Moses, global Vice Pres­i­dent of Cus­tomer Sup­port for Palm, answers ques­tions about Palm’s unit replace­ment pro­gram and about other issues relat­ing to Palm’s tech­ni­cal support.

Palm responds, Part 1

In part 1 of a 2 part inter­view, John Moses, global Vice Pres­i­dent of Cus­tomer Sup­port for Palm, answers ques­tions about Palm’s call cen­ters and about my own expe­ri­ence with them.

Could Tech Support Undo Palm?

December 27, 2007

I’ve been a sup­porter of Palm for a very long time (in fact, I’ve been a sup­porter of Palm for longer than the com­pany itself has existed as I sup­ported it through the first iter­a­tion of the com­pany, its sub­se­quent acqui­si­tion by US Robot­ics, then 3COM, then its return to a new com­pany base, its merger with Hand­spring and its […]

Impressive customer service

March 24, 2003

I just received a call on my cell phone from T-mobile and was extremely impressed with their cus­tomer ser­vice. Over the past few weeks, I’ve noticed that the level of ser­vice has degraded (mean­ing that my sig­nal is not as clear as it used to be). I’ve never com­plained about this to them but they called […]

A Number Game

January 18, 2002

Imag­ine an indus­try where cus­tomers are leav­ing more quickly than they are join­ing. If you were part of that indus­try, would you: try to increase your level of cus­tomer sat­is­fac­tion ? or fight any pro­vi­sion that would increase com­pe­ti­tion in your indus­try? If you are the wire­less phone indus­try, you will go for the lat­ter. The issue […]

The Convergence Game

November 18, 2001

This week, Microsoft launched the Xbox, a new gam­ing sys­tem that takes the Red­mond giant into another mar­ket. Today, Nin­tendo is unveil­ing the Game­Cube, their new entry in a bat­tle they have fought with Sony for many years. With these new gam­ing sta­tions enter­ing the mar­ket, a new war is start­ing and in the end, it is a war […]

It’s About the Customer

June 20, 2000

Recently, I tried a new appli­ca­tion called Media­Bridge from Digi­marc. The basic con­cept is that if you have a quick­cam or scan­ner attached to your PC, you can access extra con­tent through a URL embed­ded within a news­pa­per or mag­a­zine page. Inter­est­ing con­cept as one could see this being used in Inter­net direc­to­ries or for more infor­ma­tion on a par­tic­u­lar article. […]