http://gethuman.com/blog/rss http://gethuman.com/blog/rss http://gethuman.com/images/gethuman-hands50.gif http://gethuman.com/blog/AT_T__Now_That_s_How_It_s_Done____121.html Thu, 11 Mar 2010 21:04:23 +0000 GetHuman.com realize that certain companies can easily become the perverbial whipping boys of the customer service world, and when possible, we like to give credit when credit is due. While it's easy to pick on companies like AT&T for all of the problems it has with dropped calls for iphone users, we also like to acknowledge when companies go above and beyond the call of duty. In steps this charming little story we came across today on "The Early Show."

Apparently an AT&T representative saved a customer's life last month. No joke. The AT&T customer was shoveling snow, for his mother no less, when he started experiencing chest pains. Instead of calling 911, he called AT&T to talk about his bill! While on the phone, after describing his symptoms to the agent, the man collapsed. The astute customer service representative called 911 and the man's life was saved. We wish we were making this up. We still haven't figured out if this is a great story about unbeleivable customer service, or a warning that if you are experiencing chest pains or feeling light headed, to call a doctor. No word yet if the man's call was from an iphone or if the call was dropped...sorry, we just couldn't help ourselves.

For more about this incredible story, and for a video clip of the reunion on the show, Click Here ]]> http://gethuman.com/blog/Toyota__Now_With_Free_Unintentional_Acceleration__120.html Tue, 09 Mar 2010 16:20:23 +0000 Toyota ads that have appeared on tv in the past few weeks? In an effort to re-fortify it's brand, Toyota has recently launched a series of ads that focus on the company's solid history and reputation. Normal business for any company, except for one thing, there are still 8 MILLION cars that have been recalled because of acceleration issues. That's not something that can just be swept under the carpet. There's no denying Toyota has been the leading car manufacturer in terms of quality in recent years, but with news reports still coming in about Prius and Hylander models that are still dealing with acceleration issues, it seems a little early for the company to assume the general public will just forget about the recent problems. While it's great Toyota is acknowledging the recall and it's recent problems, during tough economic times when consumers are managing their expenses more carefully, it seems a little presumptuous to start playing the "look at our quality past history" card, this close to the recall that has taken 8 million cars off of the road and caused serious harm, and even death to come consumers. Get Human readers, has anyone dealt with recall issues from Toyota?

For more about the recall and the company's change in strategy Click Here ]]> http://gethuman.com/blog/American_Airlines__Taking_It_To_The_Streets_119.html Mon, 08 Mar 2010 19:55:29 +0000 American Airlines has expanded an experimental program that it launched at Boston's Logan Airport, in July. American Airlines has taken customer service representatives out from behind the check-in desks, and has placed them throughout the terminal and armed them with mobile devices that allow them to check customers into their flights, further decreasing wait times. The customer service representatives can hand out flight information, provide information on stand-by lists, check customers bags, and handle carry-on bags that are too large for the overhead bins. American Airlines is hoping that providing better customer service will bring return customers, further driving revenue growth...what a remarkable concept! So far, along with Logan, American Airlines has added Dallas Fort/Worth, Miami, San Juan and New York's JFK, but the company is further examining the success of the program and is considering adding other airports later in the year.

For more about the program and other airline news Click Here.]]> http://gethuman.com/blog/Microsoft__New_Patch_Released_to_Fight_Blue_Screen_of_Death_118.html Fri, 05 Mar 2010 16:20:31 +0000 Microsoft Product Support re-released a patch intended to help those PC users who have been suffering from the dreaded Blue Screen of Death. Microsoft Product Support previously released the patch in February, but quickly had to pull the patch after users who installed the patch were no longer able to start their machines. Titled MS10-015, Microsoft Product Support has included the newest patch in it's Automatic Update, and it includes a detetction logic to determine whether the patch needs to be installed, then installs it for infected users. It's still not clear whether Microsoft Product Support was actually concerned about the bug affecting it's customers, or if they were inspired by Avatar...

Follow the link for more news on the newest patch release, as well as related links to the patch for the Alureon rootkit. ]]> http://gethuman.com/blog/Sprint__Total_Equipment_Protection_Plan_Sign_up_Re_opened_117.html Wed, 03 Mar 2010 16:20:12 +0000 Sprint - (Wireless) customers who have a tendency to lose, break or have your phone stolen, good news, you can sign up for the Total Equipment Protection plan during the month of March. Sprint - (Wireless) customers used to be required to sign up for the program within 30 days of upgrading or activating their phone, but the company is allowing customers to sign up at the cost of $7 per month, during the month of March. Enrolling in the program allows customers to have their phone replaced at one of the Sprint - (Wireless) stores if it is misplaced, broken or even stolen.

Follow this link for more. ]]> http://gethuman.com/blog/Virgin_America__You_Want_To_Work_For_Us__It_s_Sort_Of_Like_The_Apprentice_116.html Thu, 25 Feb 2010 16:06:30 +0000 Virgin America. Unfolding like an episode of the Apprentice, potential new hires are put through a rigorous process that determines how effective they will be at servicing customers. New flight attendants and ticket agents are first screened for certain characteristics that the company deems acceptable to handling customer needs, then sends new hires to California where they take part in group activities that include a scavenger hunt where the new hires find, of all things, the mayor of San Francisco. Virgin America then places all new hires in a four week orientation where they practice dealing with various customer complaints. The process far exceeds the training period for other airlines, and proves Virgin America is focused on servicing the customer in a timely, and friendly manor. And if you were not sold yet, Virgin America employees have the ability to hand out free drink tickets, free upgrades and free flights, without getting a member of the management team to write it off. It's a novel concept in a world where companies are starting to realize the impact customer service can have on return customers.

Read more at, This Link ]]> http://gethuman.com/blog/New_Rules_For_Credit_Card_Companies_115.html Tue, 23 Feb 2010 15:17:08 +0000 Bank of America Credit Card Servicing (Priority Card Services), American Express, and Citi Cards will now have to adhere to the Credit Card Accountability Responsibility and Disclosure Act (CARD Act).

Under the CARD Act, credit card companies can no longer raise interest rates on card holders who make late payments on bills other than their credit card bill. Companies such as Bank of America Credit Card Servicing (Priority Card Services) must give more warning to customers about interest rate hikes as companies must give 45 days notice, in writing, about any potential rate changes. Also, for your convenience, credit card statements are now required to show the amount of time it would take to pay off the debt if the customer only chose to make the minimum payment each month. The CARD Act however does not limit card companies from charging fees and many companies such as American Express are adding fees and raising interest rates across the board. All in all, this is a positive development for most consumers, and will only benefit those that continually carry a balance on their card. For more on the credit card industry changes, Click Here ]]> http://gethuman.com/blog/Verizon_Wireless__Watch_Out_For_Those_Hidden_Charges_114.html Mon, 22 Feb 2010 15:49:23 +0000 Verizon Wireless customers out there, mkae sure to check your monthly bills to make sure you are not getting charged by random third party billing companies. If you see charges from companies such as "ID Lifeguards", "ESBI", "American eVoice Limited Voicemail", "Nationwide Emergency Voicemail", or "Intelicom Messaging", call Verizon Wireless to have them take the charges off of your bill. Most customers just look for the total amount that needs to be paid each month, and simply write a check, or have their account setup with automatic bill-pay, but you might be paying more than you need to if this is the case. Make sure you check your monthly bill to ensure you are not paying more than you should be. Verizon Wireless is aware of the situation and is refunding customers for false charges, so make sure to check past bills to get refunded as well as charges can be upwards of $30 a month.

For the full article about hidden third party charges finding their way onto Verizon Wireless bills, Click Here ]]> http://gethuman.com/blog/LL_Bean__Getting_It_Right_Since_1912_113.html Fri, 19 Feb 2010 16:22:51 +0000 LL Bean, a company well known for it's stellar customer service, recently attained the top ranking. A company that was started as a mail order delivery company in 1912, LL Bean overhauled how it conducts business by completely revamping it's operations and customer service operations. According to the report, LL Bean revamped it's website allowing for more customer feedback, even if negative, switched to a bank that agreed to split the cost of return shipping to holders of the LL Bean credit card, as well as, most importantly, kept the customer service division in Maine. While many companies are continuing to cut costs by outsourcing customer service offshore, LL Bean management decided the company would be better served, keeping that division in state. During these tough economic times, LL Bean felt it was more important to keep those jobs in the US, and along with it's overhaul of it's business services, is clearly being rewarded in this most recent survey.

For more about LL Bean as well as the full rankings in the Bloomberg BusinessWeek Customer Service Champs survey, Follow this link ]]> http://gethuman.com/blog/Toyota__Congress__Trust_Us__We_ve_Got_This_112.html Wed, 17 Feb 2010 16:00:41 +0000 Toyota doesn't have enough problems, the company recently has been called before Congress to answer questions whether they delayed releasing information about their many recalls. Toyota President Akio Toyoda recently responded, claiming he will not appear at the Congressional hearing, claiming the company is working extremely hard, and has found solutions to most of the issues for which the cars have been recalled. In what's unfolding like the biggest business school case study since the Enron scandal, Toyota has increased testing on all models, and has employed an independent agency to test the cars as well, along with employing more quality control experts. While we here at Get Human have helped pile on the company in recent weeks, what's particiularly alarming to us is that the recalls affect 6 million cars in the US. That's a lot of customer complaints and potential lawsuits. Despite President Toyoda's refusal to appear before Congress, with that many Americans affected, we get the feeling this isn't going to be the last we hear of the story that doesn't seem to go away.

For more information about the recalls and Toyota's struggles Click Here ]]>