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Friday, 03 February 2012

Verizon Wins J.D. Power and Associates Customer Care Report

 
J.D. Power and Associates Reports:
Owners of 4G-Enabled Phones Are Far More Likely to Contact Their Wireless Provider for Customer Service than Are Owners of Less Technologically Advanced Devices

Verizon Wireless Ranks Highest in Wireless Customer Care Performance among Full-Service Providers, While Virgin Mobile Ranks Highest among Non-Contract Customers

WESTLAKE VILLAGE, Calif: 2 February 2012 — Wireless customers who own a 4G-enabled device contact their provider for customer service considerably more frequently than do owners of less technologically advanced devices, according to the J.D. Power and Associates 2012 U.S. Wireless Customer Care Performance Full-Service StudySM—Volume 1 and the 2012 U.S. Wireless Customer Care Performance Non-Contract StudySM—Volume 1, both released today.

Now in their 10th year, the semiannual studies provide a detailed report card on how well wireless carriers provide service to their customers via three contact methods: telephone calls with customer service representatives (CSR) and/or automated response systems (ARS); visits to a retail wireless store; and via the Web. The studies measure satisfaction and processing issues in each contact method, such as problem-resolution efficiency and hold-time duration.

Among customers who currently own a 4G (4th Generation)-enabled device—which uses a faster, more efficient network—60 percent report having contacted their current wireless service provider during the past six-month period. In comparison, only 47 percent of a non-4G smartphone and 35 percent of traditional/feature phone owners contacted their provider for support.

Owners of a 4G-enabled device have a much greater propensity to contact their carrier due to network-related problems (18%) than do owners of a traditional phone that uses less advanced networks (11%). One of the main factors contributing to the higher contact rate among owners of 4G-enabled devices may be that higher network speeds are available only in limited areas, while slower 3G technology is offered in more areas of the country.

“It’s not unexpected that customers who use new technology or services would be more likely to contact their carrier with questions or problems, particularly with the 4G network rollout that began in 2011,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. “What is important to understand is that investment is needed in support services to not only handle the increase in customer interactions, but also to provide service representatives with the necessary training and information across all contact channels in order to offer a timely and superior service experience. In fact, it takes approximately five minutes more per contact, on average, to resolve issues pertaining to 4G-enabled devices, compared with issue resolution times for traditional phones.”

According to Parsons, creating a superior customer experience leads to a higher propensity for customers to spend more on services and a lower likelihood they will switch providers in the future. This is especially true among customers who own a 4G-enabled device, as they report spending $36 more per month and are more likely to say they “definitely will recommend” their current carrier than are customers who own a traditional mobile phone.

Verizon Wireless ranks highest in wireless customer care performance among full-service providers with an overall score of 762 on a 1,000-point scale. Verizon Wireless performs particularly well in phone contacts that originate in the ARS channel and are then transferred to a live service representative, and in phone calls made directly to a CSR.

Virgin Mobile ranks highest in overall customer care satisfaction among non-contract service providers with an overall score of 735. Virgin Mobile performs particularly well in phone contacts that originate in the ARS channel and are then transferred to a live service representative, and in phone calls made directly to a CSR.

The study also finds several key wireless customer care patterns:
  • More than one-third (38%) of full-service wireless customers who resolved their issue via the online channel say they used their carrier’s online chat function for customer service, an increase of two percentage points from July 2011. In addition, satisfaction is higher among customers who use the online chat function (749) than among customers who research information on their carrier’s website (734); email their carrier directly (721); or utilize online user forums (664).
  • Satisfaction averages 100 points higher (733) among non-contract customers who are initially addressed by a representative with the experience and understanding needed to resolve their issue, compared with customers who are transferred or referred to another representative (633).
  • Approximately 40 percent of smartphone customers who contacted their carrier with a problem did so because they had a device malfunction or were experiencing repair-related issues.

The 2012 Wireless Customer Care Full Service Study—Volume 1 is based on responses from 9,098 wireless customers. The 2012 Wireless Customer Care Non-Contract Study—Volume 1 is based on responses from 2,840 wireless customers. Both studies are based on the experiences of current customers who contacted their carrier’s customer care department within the past six months. The study was fielded from July through December 2011.


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Wednesday, 01 February 2012

CloudCam Push Notification - Firmware Update Instructions



A new firmware update has been released for CloudCams, which add push notifications to your mobile devices (iPhone/Android). This allows you to quickly get alerts if your CloudCam detects any type of motion in the cameras view. Features like this can be incredibly useful if you'd like to know when your kids got home from school, if somebody is in your home, and more! The video below shows you exactly how this feature works.

CloudCam Push Notification Demo:



CloudCam Firmware Instructions:

The first thing you'll need to do is launch Camview (Windows users), mCamView (Mobile Users) or via IP address if you're a Mac user. Once in the interface you'll need to follow these steps in order to update your CloudCam for push notifications.

Step 1:

From CamView (PC Software):
  • Press Control Key and click on the camera name from the Camera List
  • Select Firmware Upgrade
  • Goto Step 2 Below


From mCamView:
  • Double check that you are running the latest version, which is 1.3.0, click on "info" at bottom right of app, if not upgrade to latest version
  • Open mCamView
  • Click blue arrow next to camera from camera list
  • Camera Settings
  • Admin
  • Upgrade
  • Goto Step 2 Below



Direct From IP Address:
  • Requires that you know IP Address of Unit - For advanced users who can look at DHCP Reservation of their current Router
  • Enter http://x.x.x.x (where x.x.x.x = IP Address of CloudCam)
  • Enter Username "Admin", Password leave blank (Or enter what you changed it to)
  • Click Admin Link
  • Goto Step 2 Below


Step 2:

Enter the following info:
  • FTP Server: ftp.cloudcam.biz
  • Username: cloudcam
  • Password: cloudcam
  • Firmware filename (enter 3495 or 3496 or 3497, see below for correct 4 digit number to enter based on the camera that you have.
  • Click Upgrade Button and you see a series of messages that indicates: Download -> Erasing flash ->Writing Flash -> Finished.

The upgrade process will take a few minutes and then your camera will reboot.



The current version of CloudCams is v020407


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Tuesday, 31 January 2012

T-Mobile Changing Data Roaming Caps, Confirmed for April 5th 2012

(Image Courtesy of TmoNews)

According to screenshots from TmoNews, T-Mobile will be implementing domestic data roaming caps set to go live on April 5, 2012. This will only affect customers that leave T-Mobiles native coverage and will be notified via text when they reach 80% and 100% of their allotted domestic roaming data. Here's a breakdown of the off network domestic roaming:

Domestic Off Network Data Roaming Usage Limit:
  • Plan (1 - 199 MB) - 5MB Data Roaming 
  • Plan (200 MB - 1.99 GB) - 10MB Data Roaming
  • Plan (2 - 4.99 GB) - 50MB Data Roaming
  • Plan (5 - 9.99 GB) - 100MB Data Roaming
  • Plan (10 GB or more) - 200MB Data Roaming

“Domestic data roaming will not be subject to data speed reduction. The allotment will be reset with each bill cycle. After the allotment is reached, the customer will no longer have data roaming access until they return to the T-Mobile network or connect via Wi-Fi if they have a Wi-Fi capable device.”


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Tuesday, 31 January 2012

DataJack Signs Comprehensive Distribution Agreement


Agreement Could be Worth Over $25 Million in Revenue This Year

DALLAS, Jan 30, 2012 (GlobeNewswire via COMTEX) -- Quamtel's subsidiary, DataJack, Inc QUMI +11.94% , and Prouty Company LLC announced today a long-term, comprehensive distribution agreement that will deliver nationwide Mobile Broadband services powered by DataJack through ProutyCo's extensive network of over 100,000 carriers, service providers, strategic partners and retail locations across the U.S.

Under the agreement, DataJack will provide the following services through its mobile broadband platform: order processing, automated activation, usage tracking and notifications, device acquisition, custom branding, inventory management, logistics, fulfillment and second tier technical customer support.

"We worked hard over the past several months to reach an amicable agreement with Quamtel which would afford ProutyCo exclusivity in the retail distribution sector. We thoroughly tested Quamtel's activation platform via their Web and retail point-of-sale API, activated production devices, distributed them throughout our network, and successfully completed real-world testing under various actual and simulated conditions. Now that our contract has been fully executed and demand for wireless broadband service has been stimulated within our network, we feel that our initial goal of 100,000 subscribers will be easily surpassed within our original timeframe, and anticipate placing our first substantial equipment order the first week of February," stated Phil Prouty, CEO, of ProutyCo.

"Quamtel's mobile broadband services platform is designed to be economical and efficient, allowing companies to offer a unique portfolio of products without a substantial capital investment," stated Stuart Ehrlich, CEO, Quamtel, Inc. "Our platform greatly improves time to market and allows companies, like Prouty Co, to focus on increasing revenue through sales, marketing and distribution."

"For the past two years we have been focusing on enhancing our back-end business and operational support systems to allow us to leverage the opportunities that exist with large scale distribution agreements," stated Andrea Munoz, Vice President of Operations, Quamtel, Inc. "We are very excited ProutyCo has selected DataJack and look forward to capitalizing on their distribution expertise."

About: Prouty Company is a global provider of financial and telecommunication products and services supporting over 100,000 retailers and strategic partners worldwide. Two of ProutyCo's divisions have revenues that exceed $1 billion annually ( www.proutyco.com ).

About: DataJack is one of Quamtel's prepaid brands that offers customers control, flexibility and connectivity through DataJack's prepaid mobile broadband data plans. With the lowest cost plan available on the market today, DataJack's service can be used with either a USB or MiFi device.


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Tuesday, 31 January 2012

Wireless Privacy Bill to Address CarrierIQ



Congressman Edward Markey released a draft (pdf) of a new cellphone privacy bill called "The Mobile Device Privacy Act." This bill is aimed to give the FTC the authority to monitor phone software and give consumers clear information about the software on their devices. According to Markey's website "Consumers have the right to know and to say 'no' to the presence of software on their mobile devices that can collect and transmit their personal and sensitive information," Markey said. This bill is a direct result of the CarrierIQ scandal late last year that secretly recorded everything consumers did on their cellphones.


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Last Updated ( Tuesday, 31 January 2012 )
 
Monday, 30 January 2012

Verizon Shared Data Plans for 2012

(Image Courtesy of Engadget)

According to Engadget images have been leaked indicating shared data plans may be coming to Verizon soon. This screenshot may be part of the training manual for the internal account management application labeled "account level data plans." There are no official details at this point, but it looks like there will be different options for data allowances and a $9.99 charge per line. This could be an exciting option for Verizon customers that have multiple lines paying $30/mo for each phone.


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Friday, 27 January 2012

Verizon 4G LTE Static IP Setup



3Gstore is now able to setup a static IP address on the Verizon 4G LTE network. This does involve a $500 one time setup fee, which may seem like a lot, but allows you to have up to 500 Verizon devices linked to the account! This means if you plan to deploy several Verizon modems under one account you won't have to worry about additional fee's for more static IP's.

However, there are a few additional steps (after receiving your modem) you'll need to do to configure the modem for a static IP. If you need a static IP on Verizon 4G LTE, 3Gstore is now including a custom tipsheet with step by step instructions on how to get the static IP activated. If you have questions about a static IP on Verizon 4G feel free to give us a call at 866-347-8673 option 2 for more information.

With a static IP the previous issues with a private (10.) IP address will no longer be an issue, which prevented port forwarding and DynDNS setup for remote activities. This will allow you to create IPSec VPN tunnels, use remote IP Cameras, M2M applications and more. Most people won't need a static IP, but if you need a dedicated IP address Verizon 4G is finally an option!


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