All articles tagged with #customer support
Airbnb is piloting an AI-powered search in its app that lets users describe the type of rental and amenities in natural language, and even ask questions about listings. The feature is in a small-scale test as part of a broader shift toward an AI-native experience, with a wider rollout planned later this year, alongside an AI-driven customer support assistant already resolving about a third of inquiries.
Long-time Apple developer Dr. Paris Buttfield-Addison was blocked from his Apple ID after attempting to redeem a potentially compromised $500 gift card, resulting in loss of access to his personal files, software, and digital identity. Despite efforts to resolve the issue, Apple has offered little assistance, raising concerns about account bans, digital ownership, and automated support systems. Buttfield-Addison considers switching to alternative platforms due to the unresolved situation.
The Secret Lair team is experiencing manufacturing delays due to issues with raw materials, which have been resolved but caused a ripple effect in production schedules. Customers with delayed orders can choose to wait, modify, or cancel their orders, with support available. The company emphasizes transparency and their commitment to quality despite the setbacks.
TiVo, a pioneering DVR service launched in 1999, has ceased sales of its hardware after 26 years, marking the end of its legacy amid declining market share due to the rise of streaming services. Existing users will still receive support, but questions remain about the future of lifetime subscriptions.
The article ranks the top 10 PC brands based on availability, choice, build quality, pricing, and support, with Lenovo, Dell, and HP leading the list, while LG, MSI, Samsung, Razer, Asus, Acer, and Microsoft also making notable mentions.
Intercom rapidly integrated AI into its customer service platform by experimenting early with models like GPT-4.1, establishing rigorous evaluation processes, and designing a flexible architecture, enabling them to deliver reliable, cost-effective AI-driven customer support and workflows. Their approach offers three key lessons: build AI-first systems from the ground up, experiment and evaluate models continuously, and design adaptable architectures for long-term success.
Dbrand has apologized for its poor response to complaints about its Switch 2 Joy-Con grips detaching easily and has committed to providing free replacements and developing improved designs, including a new version that aims to fully resolve the issue, with an update expected by July 10.
Apple Vision Pro users who forget their passcodes may have to go to an Apple Store or mail their mixed reality headset to AppleCare customer support to have it reset, as there's currently no way to do it at home. Some users have reported being locked out even after entering the correct passcode, and Apple's Genius Bar personnel have reportedly struggled to reset the headset in at least one instance. The process to change the passcode could potentially be updated through a software update in the future.
Alabama Power customers are experiencing higher bills due to the recent cold weather, prompting a petition for lower costs. In response, the company has announced a commitment to not disconnect customers for non-payment through March 15th and is offering support for those facing difficulties. Customers are encouraged to visit the company's website for information and to explore payment options, while also being directed to resources such as Project SHARE, LIHEAP, and ABC Trust Fund for assistance with affording their power bills.
Google denies that software updates are causing Fitbit Charge 5 units to randomly die, but the issue has persisted for months, with affected users experiencing poor battery life and inoperable devices. Despite ongoing investigations, no solution has been provided, and some users have reported receiving no help from customer support beyond being offered discounts on new hardware.
American Airlines is laying off 656 employees in its customer support department as it consolidates into one team, aiming to provide more convenient and elevated support to customers with complex travel needs. The company plans to send easier inquiries to its international teams for quicker resolution and 24/7 support, while offering exclusive access to job openings and severance to impacted employees. This move comes as part of a trend of workforce reductions by various companies in the early part of the year.
Google is introducing an "AI support assistant" chatbot on some of its Google Help pages, allowing users to find answers and resolve account issues. The chatbot, powered by generative AI, provides responses based on support documents and offers follow-up questions. However, the tool is currently only available for select Google products, such as Google Maps, Messages, and Account, and not all versions allow users to type in questions. The existing human chat and phone support options remain unchanged.
SmileDirectClub, the struggling teeth-straightening company, has announced the immediate shutdown of its global operations after filing for Chapter 11 bankruptcy protection. Existing customers are left in limbo as the aligner treatment and customer-care support are no longer available. Customer orders that haven't shipped yet have been canceled, and the "Lifetime Smile Guarantee" is no longer valid. The company apologized for the inconvenience and stated that additional information about refund requests will be provided once the bankruptcy process determines next steps. Despite a months-long search, SmileDirectClub was unable to find a partner willing to provide enough capital to keep the company afloat. The company's stock value plummeted over time, and it faced legal battles and criticism from the dental community.
Smile Direct Club, a dentistry company known for selling clear aligners remotely, has shut down after filing for bankruptcy. The firm, which offered aligners at a lower price point without the need for in-person consultations, faced financial difficulties and debt. Customers are now left confused and stranded, as the company's customer support line is no longer available. The company recommends that customers seek treatment from local dentists and has stated that the "lifetime smile guarantee" is no longer valid. Refunds and next steps will be determined during the bankruptcy process.
Okta, a major identity and authentication company, has revised its impact statement regarding a recent breach in its customer support department. Initially, Okta stated that sensitive data was stolen from less than 1% of its customers, but now they admit that the attackers also stole the names and email addresses of nearly all customer support users. While the majority of users had only their full name and email address exposed, about 3% had additional data fields compromised. Okta warns that many of the affected accounts belong to Okta administrators and advises them to enable multi-factor authentication (MFA) to protect against targeted phishing attacks. The breach was attributed to an employee who saved credentials for a service account in Okta's customer support infrastructure to their personal Google account, which was likely compromised.