Worth waiting for, I get satisfaction from Google Store
Part 3 of three. My six-week saga, where Google Store sent the wrong Pixel phones, is nearly over. I would like to thank the Advanced Support Technician team member who worked with me to end the drama and restore my (previous) confidence purchasing gadgets from the retailer. The generous solution minimizes any further complications and leaves me with a usable phone—with "Preferred Care" that I paid for correctly attached. Sometimes satisfaction is a process, rather than immediacy.
To recap: The 128GB Clearly White Pixel 3 ordered on launch day arrived on Oct. 17, 2018 as a 128GB Just Black Pixel 3 XL. Uh-oh. I agreed to keep the larger phone, following the online operation's difficulty generating a return authorization. Then, on November 2, I dropped the device and shattered the screen. But Assurant couldn't honor the insurance claim because of the shipping error; the phone covered wasn't the one possessed. Frustrated, days later, I bought an iPhone Max XS from Apple Store but returned it two-and-a-half hours later. My Pixel preference was so great that on Black Friday I purchased another XL with expectation of taking a loss on the first. But when the new one arrived, November 26, the IMEI on the order didn't match the phone. Meaning: In the event of defect, or need for repair, once again there would be trouble. Are you confused yet?
My Google Store customer service nightmare goes from bad to worse
Part 2 of three. For readers who like to criticize and gloat, I have an early Holiday present for you: This story. You can call me an effing idiot, and I couldn't disagree. After Google Store sent me the wrong Pixel phone, I foolishly placed another order, and a similar distribution mishap occurred. Bad is now worse; I also write to caution other potential Google Store shoppers: This could happen to you.
To briefly recap the first instance: In October, I ordered Pixel 3 Clearly White 128GB. On the 17th, the Pixel 3 XL Just Black 128GB arrived instead. Google Store couldn't process a return without conducting an "investigation" because the make, model, and IMEIs didn't match. I agreed to keep the phone. Then, on November 2, I dropped the XL and shattered the screen. But the insurance provider, Assurant, couldn't process repair or replacement because the device covered doesn't match the one I have. The situation is unresolved, weeks later. Current crisis, briefly: I foolishly took advantage of Black Friday discounts and purchased from Google Store another Pixel 3 XL, which arrived on November 26. But the IMEI on the order doesn't match the phone received. That makes the purchased Preferred Care warranty useless, and a device return can't be properly processed for the same reason.
Google Store sent me kicking and screaming back to Apple
Part 1 of three. Google Store's bureaucratic ineptitude is beyond belief. My recent, unresolved customer crisis is an experience in artificial unintelligence. For a parent company whose core competency is supposed to be indexing, crunching, and disseminating information, it's inconceivable that something so simple as fixing a single order error could escalate into a tragically comic Catch-22. I should have abandoned all efforts long before reaching the point of penning this post and looking back to the Apple Way.
To summarize: I received the wrong Pixel phone nearly a month ago. Google Store struggled to process a return authorization, because the device in hand didn't match the one in the order. I eventually agreed to keep the thang, so long as the retailer could transfer the extended warranty -- so-called "Preferred Care" -- that I had paid for. But the process proved to be complicated, then necessity, after I unexpectedly needed to file a damage claim. You'll have to read on for the sordid punchline, but suffice to say it all ends in a comedy of compounding errors.
Retail industry continues to struggle with cybersecurity
A new report from risk rating organization SecurityScorecard finds that the retail industry is the second lowest performer in terms of application security.
SecurityScorecard continually monitors more than 200,000 businesses across the world and the report compares the average grade of the retail industry to other vertical markets.
HP launches flexible systems to enhance in-store retail
Retailing presents some unique challenges for IT. Endpoints tend to be in fixed positions which has an effect on how staff interact with customers.
HP is unveiling a new portfolio of devices and service offerings designed to enhance the retail experience by freeing the technology to move around. The HP Engage portfolio provides sleek, versatile, and secure systems to meet the evolving needs of retail and hospitality customers.
A lesson in IT from M&S -- adapting to a digital-first world
The UK retail sector is in a state of flux, with well-known businesses like Mothercare, Debenhams and New Look closing down stores and cutting jobs, while high-street stalwarts like House of Fraser and Marks & Spencer are struggling to keep their head above water and their income out of the red.
One of those retailers, Marks & Spencer (M&S), has turned to revitalizing its IT department in a bid to remain competitive and focus on returning profits to their previous highs. This new Technology Transformation Programme saw 250 roles move over to Tata Consulting in March, but remain based in M&S’ Middlesex headquarters.
Three quarters of retail organizations lack a breach response plan
As online retailers gear up for their busiest period of the year, how prepared are they to face the threat of cyber attacks?
A new study from cyber security company Tripwire reveals that just 28 percent of respondents say they have a fully tested plan in place in the event of a security breach.
Google Store flubs Pixel Product Preorders
I would like to thank Google for saving me thousands of dollars in needless spending. Near the end of today's gangbuster hardware event, I was ready to order two new Chromebooks and smartphones, one each for me and my wife. But "error 500" pages on the company's store website and long-lead new product availability dates prompted me to cancel the one order successfully made and to delete the others in process from my shopping cart.
For a company whose product managers droned on this morning about all the reasons why artificial intelligence is so right, Big G got the store selling experience all wrong. I have waited through most of 2017 for a new Google-branded Chrome OS laptop. While hardly a fresh hardware design concept, Pixelbook is nevertheless tempting enough to bring me back to the AI and voice-assistant contextual future from the Apple rotting on the overly-obsessed touch-UI tree. I was willing and ready but instead walked away angry.
Cyber Monday is the new Black Friday
New research shows that as we move towards the holiday season, shoppers are more excited about the prospect of Cyber Monday than that of Black Friday.
A study by retail analytics company Euclid finds that Cyber Monday leads the way in consumer excitement (72 percent) followed by Black Friday and the day after Christmas (62 percent and 55 percent, respectively).
Retail SMBs are vulnerable to security hacks
Small retailers face a host of challenges on a daily basis -- from staying digitally relevant while maintaining a "human touch," to retaining a loyal customer base as they grow and expand. Unfortunately, information security often slips under the radar. This is troubling as the 2016 Trustwave Global Security Report found the retail industry accounted for the highest number of data breach incidents globally. What’s more, Shred-it’s 2017 Security Tracker shows that one-third of US small businesses (SMBs) that suffer a data breach, need up to three years to recover.
The fact is, data breaches are an unavoidable reality for all SMBs, whether it is the result of malicious theft or insider error. Therefore, it is critical for small businesses -- who rely on word-of-mouth and reputation -- to invest in data protection. Neglecting to do so could result in multiple years of lost business.
Managing customer expectations before, during and after a new product launch
Whether you are an established brand or a fledgling startup, there are a number of things to consider as you prepare to launch a new (or your first) product or service -- from creating buzz and designing attractive packaging, to running tests and staking out the competition. It goes without saying that your customers are central to the success of your product, but many business and marketing leaders fail to turn their critical eye inward and acknowledge the pivotal role customer service representatives play in the lead up and aftermath of your launch.
Across industries, customer expectations are only continuing to grow. Reports show that by 2020, customer experience (CX) will overtake price and product as the key brand differentiator, which means that brands need to set the bar higher in terms of their own customer experience programs -- or else, they risk losing their competitive advantage.
Data breaches are down but retailers still think they’re vulnerable
US retail data breaches have dropped from 22 percent last year to 19 percent this, but 88 percent of retailers still think they’re vulnerable according to a new report.
The latest retail edition data threat report from cyber security specialist Thales e-Security, in conjunction with 451 Research, shows that 52 percent of retailers have suffered a data breach in the past. However, retailers may not be learning from past mistakes, with more than half of the 19 percent that were breached this year having also experienced a breach previously.
Consumers want online retailers to provide two-factor authentication
In today’s fast-paced world, one might think consumers value speed more than anything. In case of online banking, however, this is not the case. Instead, consumers would rather have more security than speed.
This is according to a new report by MYPINPAD, the company that enables multi-factor authentication for touchscreen devices.
Retailers will lose $71bn due to payment fraud
Retailers are facing losses of up to $71 billion globally as the number of fraudulent card-not-present (CNP) transactions rises hugely within the next five years.
A new report from Juniper Research has revealed that a number of different factors are driving the increase in fraud, including the US shifting towards EMV cards, delays in 3DS 2.0 and click-and collect fraud methods.
Retail industry leads the way in data breaches
The largest share of data breach incidents involved the retail industry, closely followed by food and beverages, according to a new report.
The 2017 Global Security Report from Trustwave shows that 22 percent of incidents involved the retail industry, followed by food and beverages at 20 percent.
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