Category Archives: Opinion

We are all Claro’s customer called Loser Cry Baby

Claro

Between yesterday and today, this has gotten quite a good amount of attention in the Brazilian press. Claro is a mobile/cable provider, and a client of theirs named César de Mederios called them to ask for a discount on his cable monthly fee. To his surprise, his next bill came under the name Loser Cry Baby instead of his actual name.

This is what you get when you outsource the customer support service. This contact point is extremely critical and important, precisely because it is activated only when there is a problem to begin with. I mean, nobody calls their service provider to say that everything is working fine, do they?

To outsource this sort of service is to ask for problems. On one side you have a frustrated client, and on the other you have someone who doesn’t really earn well, someone who historically doesn’t seem to care much about their own job, who spends the whole day having to deal with enraged customers, and finally someone who doesn’t care one little bit about the image of the company they are representing.

This wasn’t the first time something like this happened. A little over a year ago, a NET (Brazilian cable/ISP) customer had their name changed to something like Whore Nogueira, precisely after having had some sort of argument with someone from the outsourced customer support service.

It should be mandatory for a company to have to deal with their own customers. And they should have to prove that they have the necessary structure to do so in order to operate. And they should be forbidden from outsourcing this responsibility. As long as they keep seeing and treating the customer support as this annoying burden that can be avoided by outsourcing it, things like this are bound to keep happening. Too bad for all of us.

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Regarding all these drop tests

Recently, with arrival of the Samsung Galaxy S4, a new batch of drop tests comparing its durability against the iPhone 5 have surfaced on the web and spread around in most tech blogs I can remember.

I for one think that these videos have stopped being informative a long time ago, and now they are downright disrespectful for two reasons: One, the tests conducted generally in these people’s backyards have less scientific proof as Mulder’s escapades during the 10 seasons of The X Files. Second, because the point of this video is to make people cringe instead of informing them. It’s disrespectful not only to everyone involved in the development (or copying) of the device, but also to every single person who covets the device being destroyed but can’t buy it for reasons as simple as that they can’t afford it.

Now I do have a sense of humor. Back when Will It Blend first appeared, blending golf balls, credit cards, used batteries and even iDevices, they made me chuckle. I was curious when iFixIt started releasing videos regarding the durability of the iPhone 4, 4S and 5. Is the iPhone 5 body really that easily scratchable? But that’s it.

The day that followed the iPhone 5 launch, I can remember seeing a video of one idiot coming out of an Apple Store holding an iPhone 5, shouting at the huge line eager to purchase their devices that he was about to conduct an experiment, and dropping the phone face-down against the concrete. The phone’s screen obviously shattered completely, and while the crowd (and myself) cringed instantly, the idiot closed his act saying that this was the first broken iPhone 5 in the world.

It all went downhill after that. People started filming their phones being dropping from their hands, couches, counters, rolling over them with cars, throwing them around, doing pretty much everything that breaks most things we all own.

But why do these people do this? It’s not for the benefit of Science. It’s definitely not for the benefit of their viewers. So all I’m left with is that they do this because it’s an easy way to call attention. Maybe get a few extra thousand views if it gets published in a tech blog (and hey, we know it will). But am I the only one who finds this disrespectful? Every time I see a new post with one of these experiments (I have stopped watching the actual videos a while ago), I think that an iPhone 5 with contract starts at U$800 here in Brazil. I think of all the people who would do anything to get one. I think of the kid who sold his kidney for an iPad.

Although I can’t understand why people do stupid things like that, I know that it’s inevitable. What I do know to be possible is that major tech blogs could just stop posting every asshole throwing a phone against the floor until it breaks. But hey, before video views come page views, right? And who wants to see that hit the floor?

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