While Google is great at a lot of things — artificial intelligence, machine learning, and cloud services — it is royally terrible in the customer service department. After years of pain and suffering, the company may finally be ready to tackle this problem head-on. Following up on a pilot program that started back in 2018, Google is greatly expanding its effort to improve customer support by hiring thousands of its own representatives to answer calls and troubleshoot product issues. Read More
Every large company has its fair share of customer service issues, but Google seems to always find the most perplexing ways to screw up. Case in point, one Reddit user has posted a story in hopes of getting Google's attention. After returning a defective Pixel 3, Google didn't issue a refund. Instead, it sent ten Pixels when the user bought a replacement. Read More
How to go about bringing in revenue is a problem Facebook has failed to solve in the four years since it acquired WhatsApp. The world's most popular messaging app cost roughly $22 billion, but other than a brief experiment with charging an annual 99-cent subscription fee, there has been no clear plan on how to monetize the service.
The company's reluctance to serve advertisements to its now 1.5 billion users is admirable, but it looks like that could change starting next year. According to the Wall Street Journal, there are plans to show ads in the Status section of the app. Read More
T-Mobile has un-carried itself back to the top of J.D. Power's customers care rankings for full-service wireless carriers. The latest survey, which evaluates consumers' satisfaction with their carriers' customer service, shows Verizon and AT&T taking spots two and three respectively, and Sprint...well, someone needs to do something about Sprint. Read More
Everyone's favorite reader app, Feedly, seems to be having some problems on Android right now. For some users, version 37.3.0 (which was released back in June) has started crashing every time it's opened. I can confirm the issue on my Pixel XL, and it looks a little something like this... Read More
Most of the time when a customer sends a gadget in for repair, under warranty or otherwise, the manufacturer will either fix the problem with the original unit, issue a refurbished unit that's also been fixed, or (if supply and/or time is low) send out a new one. None of those three options seem to be available for certain ailments of the Nexus 5X. According to an Android Police reader and several posters on the dedicated 5X subreddit, LG is issuing full refunds for owners that are suffering from a particular malfunction that causes a "boot loop" and an unusable phone. Read More
Starting with the Galaxy S7 series, Samsung began offering gifts to customers who pre-ordered their phones. If you pre-ordered a Galaxy S7 or S7 edge, you got a free Gear VR. The South Korean tech giant offered a similar promotion, arguably even better, for the Galaxy Note7—you could choose to receive either a Gear Fit 2 or a 256GB microSD card. But a number of T-Mobile users are having issues claiming their gifts. Read More
After a few days of data connectivity hell for some Nexus 6 owners, it seems that Google corrected the issue on the back end. Comments on a post in the r/Nexus6 subreddit indicate that most people have had their LTE data connection restored by this fix; however, many are reporting that they addressed it themselves by changing the APN settings or by updating their Google Connectivity Services through the Play Store.
As of now, it is unclear how exactly the issue was solved, but a Google employee named Orrin (u/GoogleNexusCM) posted an update on both r/Nexus6 and the Nexus Help Forum on Google's Product Forums. Read More
The Nexus 6 isn't exactly a smash hit of a device - between a niche target audience, an unusually large form factor, and a high initial retail price, it hasn't gotten the same warm reception as some other designs in the line. But there are still plenty of Android faithful using "Shamu," and more than a few of them using it on T-Mobile... including multiple Android Police writers. Since the beginning of August, a considerable number of those N6 users on T-Mobile have been experiencing serious connection issues. Read More
Did you know that if you email T-Mobile's John Legere you can actually get a reply from the CEO's staff or even John himself? This is decidedly not the case with AT&T CEO Randall Stephenson. In the latest PR blunder for the carrier, a customer who emailed Stephenson with a few suggestions was shut down by AT&T's chief intellectual property counsel. Yes, AT&T lawyer'd their own customer for sending an email. Read More