понедельник, 21 сентября 2015 г.

uHere’s A Fun Customer Service Idea: Text Walmart For Help From Within Walmartr


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  • (frankieleon)
    We’ve always said that it’s not really a good idea to post on social media or e-mail a company while you are physically standing in their store or restaurant. Here’s a possible exception to that from the TechCrunch Disrupt hackathon: a text-messaging service that uses a combination of bots and customer service chat reps to let you text for help from within Walmart.

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    This presumes, of course, that you get any phone reception from inside Walmart, which can be dicey at my local stores. Here’s the basic idea, though: you text a number posted in the store with your question, and the service texts you back with an answer provided either from the store’s data or from a live representative. The idea is to spend less time in the store and more time actually finding the things that you’re looking for and getting out.

    “I want to get my hot Cheetos and get right out,” one of the developers of the project said, expressing how most people feel about Walmart.

    While there’s no substitute for asking a live employee for help, it could help answer some basic queries, assuming that the combination of artificial intelligence and remote chat representatives could actually get facts correct.

    While customers might not want to download an entire app for some initial help, the text exchange could then encourage shoppers to download the store’s shopping app.

    Walmart Simple Text Could Be Walmart’s Version Of Magic [TechCrunch]



ribbi
  • by Laura Northrup
  • via Consumerist


uTSA Agent Accused Of Stealing Cash From Passenger’s Wallet At Security Checkpointr


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ribbi
  • by Mary Beth Quirk
  • via Consumerist


uViacom Will Try Running Fewer Ads During Prime Time TVr


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  • (Mike Mozart)
    Advertisers pay a lot to air commercials, and the price they pay is based on the projected popularity of the show being interrupted. When a TV network’s ratings are great, it might try to cash in by airing as many top-dollar ads as its viewers can take. But when ratings sag, that network has to contend with both annoyed viewers and shortchanged advertisers. That’s why, according to a new report, after years of cramming ads into every nook and cranny, media giant Viacom (MTV, Comedy Central, Nickelodeon) is going to try shaving a few minutes of ads during prime time.

    This is according to Variety, which reports that, starting in October the typical Viacom prime time hour will go from showing 17-18 of commercials to around 14-15 minutes. And if the network’s plan works, it could expand to cover other times of day.

    By running fewer ads — and by being able to spotlight a few, key advertisers — Viacom is hoping it can get a higher price.

    This could be a big change of direction for Viacom, which is sort of notorious for shoving ads down viewers’ throats. In 2010, the company’s Spike cable network was called out for ad breaks that lasted upwards of 10 minutes.

    And that hasn’t changed in recent years, with one media buyer telling Variety that they recently clocked a single Viacom ad break at eight minutes.

    In fact, getting the company’s hourly ad load to between 14 and 15 minutes would really just be putting it back in place with the rest of the cable networks.



ribbi
  • by Chris Morran
  • via Consumerist


u29 U.S. Lawmakers Agree: Don’t Gut Net Neutrality Againr


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  • (frankieleon)
    The Federal Communications Commission is currently (and once again) locked in a legal battle with the telecom industry over net neutrality — the idea that Internet service providers should treat online traffic equally, regardless of what’s being sent and who’s sending or receiving it. In advance of a Dec. 4 hearing on this appeal, a group of 29 federal legislators has let its position be known.

    The group, led by Sen. Ed “Biz” Markey of Massachusetts and Rep. Anna Eshoo of California, filed an amicus brief [PDF] with the D.C. Circuit Court of Appeals, which will be deciding whether or not the FCC overstepped its authority when it recently reclassified broadband Internet service as a more-regulated Title II “common carrier.”

    Nearly two years ago, a federal appeals court ruled that the Open Internet Order of 2010 — the FCC’s first attempt at net neutrality — was a well-intentioned piece of regulation, but that the Commission lacked authority to enforce the rules because it had mis-categorized broadband as a lightly regulated “information service.”

    Earlier this year, the FCC narrowly approved the 2015 Open Internet Order, which reinstated the core of the 2010 Order while also changing its classification of broadband so that it now falls under the same regulatory umbrella as landline phone service.

    Opponents of reclassification claim that broadband was rightfully categorized as an “information service,” and thus outside the FCC’s authority for Title II regulation.

    Section 153 of the Telecommunications Act of 1996 defines an “information service” as one that offer a “capability for generating, acquiring, storing, transforming, processing, retrieving, utilizing, or making available information via telecommunications, and includes electronic publishing, but does not include any use of any such capability for the management, control, or operation of a telecommunications system or the management of a telecommunications service.”

    To neutrality supporters like Markey and Eshoo, this definition specifically omits operators of telecom systems from being labeled an “information service.” This, some contend, would be like saying the truck that delivers your newspapers is in the journalism business.

    The legislators point to what they believe is the more appropriate definition from the 1996 law, that of a “telecommunications service,” meaning the offering of telecommunications for a fee directly to the public… regardless of the facilities used.”

    In their brief, the lawmakers say “There is no doubt” that this definition applies to broadband.

    “First, broadband Internet service is plainly ‘telecommunications.’ Anyone who uses a broadband connection – whether fixed or mobile – to send an email, or to visit a website, or to log into his or her bank account, is transmitting ‘information of the user’s choosing,'” reads the brief, “the user is choosing what information to transmit over a broadband network from his or her computer.”

    Additionally, the brief notes that the primary difference between “information” and “telecommunications” services is that the former creates the content and the latter delivers it without alteration.

    “If you visit Orbitz to purchase a plane ticket to Paris, your broadband provider transmits the Orbitz webpages to you without changing their form or content. If you send an email using Gmail to your friend telling him how excited you are that you’ve purchased the tickets to Paris, your broadband provider does not alter the form or content of the email message either,” explain the legislators. “In all of these cases, you use an information service – email, web browsing, video streaming, social networking – that is provided by a third party. Your broadband Internet access provider’s role is to transmit information between the user and the third party, without altering the information in any way.”

    They contend that — from a consumer perspective — Internet is no “different from traditional telephony service,” in that the user enters some numbers or letters into a device on one end in the hope that their service provider will connect them to who or what they want to communicate with.

    “The caller doesn’t know along which path the call is traveling through the telephone network. Nor does she specify a particular telephone – and indeed, several telephones may ring when a particular number is called – and if that number is associated with a mobile phone then the caller likely does not know the precise geographic location of the recipient at the time the call is made,” argues the brief. “From the perspective of the caller, all that matters is that the telephone number is associated with a certain person or entity that the caller wishes to reach.”

    The telecom plaintiffs say that there are aspects of broadband communications that make ISPs an information service.

    Among those is Domain Name Service [DNS], which is how your broadband provider knows that typing in Consumerist.com means to connect with the IP address of our host server.

    But the legislators argue that this contention actually works against the information services assertion.

    “DNS lookup is an important technology, but it is also clearly a technology that is employed in the ‘management, control, or operation of a telecommunications system or the management of a telecommunications service,'” explains the brief, once again citing the exception to the information services definition. “DNS is a tool that firms that operate telecommunication systems employ to make Internet usage convenient for customers using their system. It is the Internet version of automated telephone directory service – a service that established FCC precedent has consistently classified as a function that falls within the telecommunications management exception.”

    Likewise, claim the lawmakers, data caching on ISP’s networks is not something that sets broadband apart from defined telecommunications services but is a technology only exists because people are using their ISP to access the Internet.

    “The technology exists for the sole purpose of improving the performance of the telecommunications service offered by companies providing broadband Internet access,” reads the brief. “The technology is within the scope of the exception for ‘management’ of a telecommunications system, and is for that reason excluded from the definition of ‘information service.'”

    With more than two months to go before the appeals court hearing, expect to hear more arguments for against neutrality and reclassification.

    In addition to Markey, the Senators who signed the brief were Tammy Baldwin (WI), Al Franken (MN), Angus S. King, Jr. (ME), Richard Blumenthal (CT), Bernie Sanders (VT), Ron Wyden (OR), Cory A. Booker (NJ), and Barbara Boxer (CA).

    Over in the House, Eshoo was joined in signing by Nancy Pelosi (CA), John Conyers, Jr. (MI), Mike Doyle (PA), Keith Ellison (MN), Sam Farr (CA), Raúl M. Grijalva (AZ), Michael M. Honda (CA), Jared Huffman (CA), Barbara Lee (CA), John Lewis (GA), Zoe Lofgren (CA), Betty McCollum (MN), Eleanor Holmes Norton (DC), Chellie Pingree (ME), Jared Polis (CO), Jan Schakowsky (IL), José E. Serrano (NY), Mark Takano (CA), Nydia M. Velázquez (NY).



ribbi
  • by Chris Morran
  • via Consumerist


uSamsung Reportedly Getting Into The Direct Phone-Leasing Business As Wellr


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  • (Janitors)
    Maybe the mobile phone industry, handset manufacturers and carriers alike, are finally coming to understand what consumers want. What many of us want is to have the newest and shiniest flagship smartphone, and then cast that phone aside when another phone that is shinier comes along a year later. Forget two-year contracts: why don’t we just rent the darn things? Carriers like Sprint are doing this, and Apple itself has joined the rental party. Why not Samsung’s Android handsets, too?

    Yes, Samsung reportedly wants to get in the direct-to-consumer phone-lending business as well. Forbes cites a mysterious source within Samsung who leaked the company’s plans: to lease handsets directly to consumers. This means Samsung will receive payments, and also receive phones back at the end of customers’ lease terms, which can be refurbished into warranty replacements or sold to frugal people in need of phones either here or even in developing countries.

    Samsung will apparently start this program in the coming months, but the tipster didn’t reveal what the pricing will be. Apple’s plan is to offer a bundled plan with a phone and warranty, which experts say is superior to carriers’ leasing deals.

    Following Apple’s Lead, Samsung Plans Its Own Phone Leasing Program, Cutting Out Carriers [Forbes]



ribbi
  • by Laura Northrup
  • via Consumerist


uApple Aiming To Have Its Electric Car Ready By 2019r


4 4 4 9
  • (dlayphoto.com)
    Apple is putting the pedal to the metal in its quest to join the electric car market, ramping up its work on the “committed project” it hopes to have finalized in 2019, according to a new report.

    The Wall Street Journal cites one of those handy insiders, saying the company picked up the pace on working on its branded car (the iCar, perhaps?) after spending more than a year investigating whether it could pull it off.

    Leaders of the project — codename “Titan” — have been given the go-ahead to triple the 600-person team, with the target ship date in 2019. Despite the fact that Apple has been bringing in experts in driverless cars, its first vehicle probably won’t be fully autonomous. That’s something it’ll save for the future, sources told the WSJ.

    Further details are hazy — does Apple have a manufacturing partner in mind to actually build the cars? After all, Apple doesn’t build and run the factories that make iPhones or iPads.

    It also remains to be seen if Apple will be able to churn out an electric car in less than four years, especially since it’s new to the automaking game. Once it’s completed final designs and made prototypes, any new car would then face a barrage of tests before regulatory agencies approve it for sale.

    The WSJ notes that the term “ship date” in this case doesn’t necessarily mean that’s when customers would start receiving their cars, but could indicate the date engineers give final approval to the product’s main features.

    An Apple spokesman declined to comment to the WSJ, but last week when Stephen Colbert asked CEO Tim Cook about the company’s desire for a driverless car, he told the late-night talk show host that Apple looks at “a number of things along the way,” and that they “decide to really put our energies in a few of them.”

    Apple Speeds Up Electric-Car Work [Wall Street Journal]



ribbi
  • by Mary Beth Quirk
  • via Consumerist


uYes, Owners Of Recalled Volkswagens Can File Deceptive Marketing Complaints With The FTCr


4 4 4 9
  • The Volkswagen Beetle is just one of several cars the company has been ordered to recall today.
    While Volkswagen and the EPA say the recently recalled VW and Audi diesel cars are safe to drive while waiting for the problem to be fixed, a number of car owners feel like they were tricked by the company’s “clean diesel” branding and slogans like “this ain’t your daddy’s diesel.” So what can these consumers do? One option is to file a complaint with the Federal Trade Commission.

    Because, as the EPA points out in its enforcement order, Volkswagen marketed the affected vehicles as “clean diesel,” it’s possible that the company’s advertisements of the vehicles constitute as deceptive.

    The FTC Act prohibits companies from “unfair or deceptive acts or practices,” and is frequently used by the agency to bring civil complaints against businesses that mislead consumers about their products.

    Even on Friday, after the recall was announced, the carmaker continued to tout the affected vehicles as “clean diesel.”

    “Stinky, smoky, and sluggish. Those old diesel realities no longer apply,” the VW website states. “Enter TDI Clean Diesel. Ultra-low-sulfur fuel, direct injection technology, and extreme efficiency. We’ve ushered in a new era of diesel.”

    While it’s possible that some VW owners couldn’t have cared less about the “clean diesel” aspect of the recalled vehicles, the extent to which the carmaker talked up the environmentally friendly features indicates that Volkswagen was likely targeting consumers in the market for a vehicle with cleaner emissions.

    A spokesperson for the FTC confirmed to Consumerist that consumers affected by this recall can file a complaint with the agency if they feel that they were misled into making this purchase.

    Those interested in filing a complaint related to the Volkswagen recall and potential deceptive advertising issue can do so by visiting ftc.gov/complaint or by calling 1-877-382-4357.

    While it’s unclear whether the FTC will ultimately pursue any action against the carmaker, the spokesperson notes that “in general, all complaints are considered legitimate, and they may nor may not result in enforcement actions.”

    Though we don’t know if there will be further involvement by the FTC, we do know that private legal actions against Volkswagen have already begun.

    Within hours of the recall being announced on Friday, at least one class-action suit had already been filed against the carmaker.

    The complaint [PDF], filed in a U.S. District Court in San Francisco, accuses Volkswagen fraud by concealment, along with violations of multiple California statutes.

    In the lawsuit, the plaintiff — who hopes to represent the hundreds of thousands of people who purchased these cars — argues that buyers were not only tricked into buying these particular vehicles based on the “clean diesel” marketing, but that they paid a premium for the supposed feature.

    On Friday, the EPA ordered Volkswagen to recall nearly 500,000 vehicles over concerns the automobiles expose people to harmful pollutants.

    The EPA initiated the recall through a notice of violation [PDF] of the Clean Air Act, after an investigation found the automaker intentionally installed software in 482,000 diesel 4-cylinder model year 2009 to 2015 Volkswagen and Audi vehicles as a way to evade emissions standards for certain pollutants with a range of serious health effects.

    The software – known as a “defeat device” – was first detected during independent analysis by researchers at West Virginia University who were working with the International Council on Clean Transportation, a non-governmental organization. The findings raised questions about emissions levels, and the EPA, along with the California Air Resources Board, began further investigations into the issue.

    “Using a defeat device in cars to evade clean air standards is illegal and a threat to public health,” Cynthia Giles, Assistant Administrator for the Office of Enforcement and Compliance Assurance, said in a statement.

    Models covered by the recall include the model year 2009 to 2015 Volkswagen Jetta, Beetle, Golf, and Audi A3, as well as model year 2014 to 2015 Volkswagen Passat sedans.

    According to the notice, the “sophisticated software algorithm” in the vehicles is programmed to detect when the car is undergoing official emissions testing, and to only turn on full emissions control systems during that testing.

    However, the effectiveness of these vehicles’ pollution emissions control devices is greatly reduced during all normal driving situations.

    Following the recall order, our colleagues at Consumer Reports decided to suspend the “Recommended” ratings it had previously given the Passat diesel and Jetta diesel.

    “These recommendations will be suspended until Consumer Reports can re-test these vehicles with a recall repair performed,” reads a statement from the publication. “Once the emissions systems are functioning properly, we will assess whether the repair has adversely affected performance or fuel economy.”

    On Sunday, VW announced it would stop selling all model year 2015 and 2016 — both used and new — Volkswagen and Audi models equipped with 4-cylinder turbo diesel engines marketed as “clean diesel.”

    Martin Winterkorn, VW CEO, publicly apologized on Sunday for the issue.

    “I am personally deeply sorry that we have broken the trust of our customers and the public,” he said in a statement, adding that the company would “fully cooperate” with both federal and independent investigations.

    The EPA’s investigation — and subsequent recall — could eventually lead to a fine or penalty for Volkswagen.

    Under the Clean Air Act, the Justice Department could impose fines of as much as $37,500 for each recalled vehicle, for a possible total penalty of as much as $18 billion.

    Winterkorn said the company would “do everything in order to reverse the damage this has caused.”



ribbi
  • by Ashlee Kieler
  • via Consumerist