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. […]