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RepairLabs Blog
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iPhone 4S vs. iPhone 5: LTE Speed Test Comparison
Curtis Taylor
Posted on September 21, 2012"Clash of the iPhones" LTE Speed Test
So is the LTE speed of the iPhone 5 really worth it? www.repairlabs.com/, the experts in mobile device repair decided to test whether the iPhone 5 LTE speed will really measure up to all the Apple hype, in a head-to-head match up between the iPhone 4S and 5 for LTE speed. We think you may be surprised with some of the results. Check out our fun video to see the beast in action.
The iPhone 4S, weighs in at 4.9 ounces and measures up at a cool 4.5 inches. The newcomer iPhone 5 weighs in at 3.95 ounces, but carries the height advantage at a tall 4.9 inches. We made sure to level the playing field: both devices had 3 bars of service and both run iOS 6. *Video correction: In the video we say 4 bars but we actually only had 3.
ROUND 1: LTE Speed Test App.
We installed the nifty Speed Test.net app on each phone, just to check it's "dashboard." The mobile connection speed (megabytes per second) revved up to a 10 on the iPhone 5 while the 4S hovered around 2 to 3. Download and upload times on iPhone 5 smoked the 4S at 6.04 mb/second upload on the 4S to .32mb/second upload on the 5. Download times: 4S at 12.63 mb/second, and iPhone 5 at .98 mb/second.
ROUND 2: Siri response time in LTE speed.
We asked Siri two questions, and in these two instances, Siri preformed almost identically.
- Siri, who won the Panthers vs Giants game last night?
- Siri, How many career knockouts did Muhammed Ali have?
ROUND 3: LTE Speed for Launching Maps Directions.
A simple request: Get us from Wichita, KS to Madison Square Garden in NYC. The iPhone 5 LTE clearly bested 4S in this instance loading faster and getting us started on our turn-by-turn navigation.
ROUND 4: lte speed for downloading and installing an app: YouTube
The new iOS6 doesn't come standard with YouTube, so we thought that was the perfect app to test app download speeds on apps. iPhone 5 LTE pummeled the 4S in this instance, downloading and installing in under 15 seconds while the 4S took around 2 minutes and 10 seconds to fully load.
ROUND 5: YouTube video download LTE speed and quality, vs 4S 3G.
And since we had YouTube, we thought we should test it with a video download and play. We played a montage of Ali's greatest knockouts and noticed the 5 loaded faster and played with better quality.
LTE Speed Comparison Conclusion.
So, what have we learned?
The phone processing speeds of the 2 phones are basically the same, but the network performance is vastly different between the 2 networks. It’s up to you to decide whether the new features of the phone are worth the extra $200 for a new phone. In our opinion the main reason it would be really worth your money to pay for the 5 is because you can get those screaming LTE speeds and service.
"Overall speed for the iPhone 5 LTE is incredible; it kicks the circuits out of the iPhone 4S," says Jason Draper, resident Apple Certified Mac Technician. Even at only 3 bars, the LTE speed of the iPhone 5 blows away the 4S on 3G. For LTE speed the iPhone 5 is the winner hands down.
Will YOU shell the $200 for the extra speed? Tell us in the comments.
by Curtis Taylor, Tech Expert, Freelance Writer.
This post was posted in Opinion, Tablets, Tech, What We Do, iPhone, iPad, Uncategorized and was tagged with iPhone 4S, Speed Test Comparison, LTE Speed, boxing match, boxing, Video, iPhone 5
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Exclusive Images of iPhone 5, High-Definition
Posted on August 31, 2012Exclusive Images, High Definition iPhone 5
RepairLabs has done it again: we're bringing you new exclusive images. From the folks responsible for bringing you the latest in iPhone secret photos, we’ve gotten new images. We have just received EXCLUSIVE high-definition images of the soon-to-be-released iPhone 5 front glass assembly. So what about the changes? Let’s talk about them!
Conclusions we can draw from these exclusive images
With these photos we can confirm:
- Apple has redone the whole front Digitizer and LCD Assembly of the device. We see 3 flex cables. The first seems to be the proximity ear speaker, and the front camera. The last two probably LCD and Digitizer.
- The ratio suggests that it is indeed the long-rumored bigger screen.
- The camera is in the front middle of the ear speaker, not on the side of the ear speaker anymore.
- It looks like it has a black ear speaker mesh right now.
- We can also see the home button is going to have more support; it’s backed by a metal bracket. It doesn’t look like it’s going to be supported anymore by prongs or a push cable. It may actually be a combination of both.
- It looks like it has a plastic 3GS-type midframe running around the digitizer and glass LCD assembly.
- The metal brackets suggest that it will be sitting into a housing, similar to a 3GS, but more updated and modern.
- From the width of the bracket, we can tell the charger port is indeed going to be smaller because it has to fit between the two silver bottom screw brackets, just like a 3GS.
- These pictures suggest that the LCD may pull apart from the Digitizer, given the rivets on the sides. (This is similar again to the 3GS, but a departure from the 4 and 4S.)
- We notice a striking similarity to a 3GS, with the bottom screws and brackets. We think it’s going to pull open from the front.
So, could this be the iPhone 5 real deal? We think so, and we believe these exclusive photos prove a lot of what the tech world has been suspecting all along in regards to the new iPhone 5. Could Apple be going back to the old faithful model of the iPhone 3Gs? It looks probable. From the leader in iPhone repair services, exclusive images of the iPhone 5, and Apple hardware components, remember you heard it here first. Check out www.fix-iPhones.com for a full list of all of our services and our great blog, and new exclusive images.
Stay tuned for more specific analysis and details!
What do you think? Please leave your opinion in the comments.
by Curtis Taylor, Tech Expert, Freelance Writer.
This post was posted in Opinion, Tablets, Tech, What We Do, iPhone Rumors, iPhone, iPad, Uncategorized and was tagged with images, High-Definition, Digitizer, LCD, exclusive images, Photos
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Yoda and the Broken Gaming Console
Posted on July 25, 2012Yoda sends his broken gaming consoles to Repairlabs.com….using the Force!
How embarrssing. How embarrassing.
We understand the abject agony of a broken gaming console.
Did you know that we can fix broken gaming consoles? We fix Xboxes, PS3, PSP, PSP Vitas, Wii, Nintendo DS and many more! We can even fix the RED RING of DEATH on Xbox and Playstation. We can replace drives. We can even fix your Wii if you accidentally throw a controller at it. Pour a soda over your console? We fix that too. We can restore gaming consoles with moisture damage and corrosion (from Mountain Dew, beer, etc, etc). Not to brag, we even fix broken controllers. We change CD ROM drives, pull stuck disks, clean them, and even blow out all the dust. You’d be surprised how dusty those things get. We can even fix broken Beats Headphones. Yes, you heard us right. That was because your Beats Phones are broken.
Yes, you could buy a new one. But then again, the next gen of it is coming out in only 14 months... Maybe you should just upgrade. But you still have to wait those pesky 14 months, with no gaming system. NOT AN OPTION. Trust us, it’s cheaper and faster to get it fixed.
Yoda can get back to playing Madden faster than a pod racer through the Lars Homestead Dome, since we fixed his broken gaming console. This is why Yoda loves us.
“Lost a planet, Master Obi-Wan has. How embarrassing. How embarrassing.”
--Yoda, Star Wars Episode II: Attack of the Clones
“Broken an Xbox, Master Guns4Hire84 has. How embarrassing. How embarrassing.”
Bet you just read that in Yoda Voice, huh?
So remember, young Jedi Knights and scoundrels everywhere (or in a Galaxy Far Far Away), we fix everything. Send your broken gaming console in to us.
This post was posted in Opinion, Tablets, Tech, What We Do, iPhone, iPad, Uncategorized
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RepairLabs Proudly Announces Charitable Donation Program, Operation:HERO
Posted on July 11, 2012Donation Operation:HERO, because everyone has a little super hero in them, Partnership: Diabetes Action Foundation.
So what is RepairLabs’ Op:HERO, you ask? HERO stands for “Help Each Repair Overcome.” And that is exactly what we set out to do when we developed this donation program. Our CEO gathered his web team of Head Designer, Content and Social Media Manager, and Webmaster, and set a problem in front of us: How can RepairLabs give back?
We put our heads together, and decided that we wanted to make every repair that we do count for something more. We want each device that we fix, be it a phone, a laptop, a Macbook, or a gaming console, to have the potential to help somebody. We decided that a program that would empower our customers to give back would be the best thing we could do.
If we could create a system that would make it easy and inexpensive to help, we felt that we could deploy a whole army of customers to give back, even in the face of their own trials. And anybody who’s ever had a broken phone, computer, or device knows exactly what a trial that is. What if we could turn a negative into the chance to help someone else?
We decided that we could create a ‘Donation at Checkout’ option for our websites, that would allow customers to easily add $1, $5, etc, etc, up to $100 to their total to give to a worthy cause. Then we got really excited and decided we could use our web presence and expertise to really publicize and leverage the charity’s message: tweeting them, building them infographics, videos and content, and educating our site visitors along the way.
We believe that every dollar counts. We believe that every repair we make can help to overcome diabetes, animal cruelty, and the challenges and issues that wounded veterans face, just to name a few that impact our lives. We believe that everyone can be a super hero with just a simple donation. And we match every donation, up to $100. So every donation a customer makes counts for double.
First Partner We’re Collecting Donations For: The Diabetes Action Research and Education Foundation.
We are thrilled to announce our partnership with the Diabetes Action Foundation.This organization has a special significance to us as our Head of Design, Michelle, has had diabetes since childhood. We believe that working together, we can and will find a cure in our lifetimes. We’ve created a page on our website that features them, and included a little super hero, BCG Man, to boot. He represents a study that they are currently funding which investigates the drug BCG’s role in protecting the Pancreas from the cells that cause
BCG Man protects the Pancreas
disease. Check out the infographic that we designed for them here.
The Diabetes Action Foundation is a top rated charity on CharityNavigator.org which means that they are deeply committed to using donor funds effectively, and have a proven track record of efficiency. Out of every dollar 96₵ goes to program costs. That means only 4₵ of every dollar goes towards administrative costs. These people are efficient multitaskers; I know, I’ve worked with them. Not only that, they are the kindest and most approachable organization of people out there. If you have diabetes or questions about it, get in touch with them. They have a TON of resources that can help.
Most importantly, they do great work. Their mission is to support all innovation for the prevention, treatment and cure of diabetes. They are committed to educating patients with great initiatives such as Diabetes University, an in person and online set of lectures designed to improve the quality of life for people with the disease. They offer international aid, fund research studies, and offer scholarships for kids with diabetes to attend special diabetes camps.
This is a fantastic organization, and we here at RepairLabs are so proud to be involved with them. Please visit their site and give generously to this great cause. And be sure to look for future promotions from RepairLabs publicizing their great work.
Operation: HERO. A donation can bring out the super hero in you.
This post was posted in Opinion, Tablets, Gifts, Tech, What We Do, About Us, iPhone, iPad and was tagged with Operation: HERO, Op:HERO, Diabetes Action Reseach and Education Foundation, Diabetes, Charity, Donation, Gifts
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Geek Fuel: Seriously the biggest “Monster Energy Drink” We’ve EVAR Seen.
Posted on June 29, 2012
because she loves us
The minions here at RepairLabs tinker away all day and night, fixing broken logic boards, rusted and corroded casings, and shattered device screens. With near-magic precision, we manage to bring dead devices back to life, and it takes a special kind of rocket fuel to power a machine this well-oiled and precise. That’s right, kids. We couldn’t do it without Caffeine. And lots and lots of it.
The Caffeine Fairy dropped this Mega 32 ouncer off at our offices this morning. (I would have gotten a photo of her for you, but she’s quick. And jittery.) Just look at how this Monster Energy Drink dwarfs that Sharpie highlighter. How could we fix your iPhones and Blackberry and Samsung Galaxy III without it? It keeps our little fingers flying across the keyboards, and soldering away at minuscule logic boards and computer components. So in the spirit of loving caffeine, we quote the venerable and awesome Mr. Steve Jobs saying:
"Here's to the crazy ones, the misfits, the rebels, the troublemakers, the round pegs in the square holes... the ones who see things differently -- they're not fond of rules... You can quote them, disagree with them, glorify or vilify them, but the only thing you can't do is ignore them because they change things... they push the human race forward, and while some may see them as the crazy ones, we see genius, because the ones who are crazy enough to think that they can change the world, are the ones who do."
And may we add, they do it on caffeine. And ya gotta be just a little bit crazy to drink a Monster that big.
everybody raise your glass... of Monster
This post was posted in Opinion, Tablets, Tech, Blog Candy, Geek, What We Do, About Us, iPhone, iPad and was tagged with rebels, crazy, quote, repair, energy drink, monster, steve jobs, caffine, caffeine
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Could the New Microsoft Surface Tablet be the Happy Marriage between an Ultrabook and iPad?
Posted on June 21, 2012RepairLabs.com: Opinion, Microsoft Surface.
Microsoft Surface Venn Diagram
Click for larger image, zoom to enlarge
Is the Microsoft Surface really going to be that different from the iPad? Oh yeah.
When the news came out on Tuesday about Microsoft’s foray into the wild world of tablet computers, I literally thought, “Meh.” Really, how could it be anything other than derivative of the iPad? How could Microsoft even begin to be relevant in a post-PC world?
Dutifully I decided, “Well, I’ll compare. I’ll make a Venn diagram! I love Venn diagrams.” Who doesn’t love Venn diagrams? But in sketching it out, I quickly saw that the traditional 2 intersecting circles showing the where they’re the same and where they’re different just wasn’t gonna cut it. The Surface is…more.
The Surface also acts like an Ultrabook laptop. It has a keyboard built in to its case. It stands on its own as well, with a kickstand built into the magnesium exoskeleton casing. It boasts 2 ports, one USB (a feature I’ve longed for in my iPad) and a Micro SD card, for movie and music portability. Speaking of movies, the screen is reportedly designed in movie screen dimensions to eliminate black bars (whole screen utilized!) and rests at a 22 degree viewing angle, reportedly the perfect angle to view the device.
You will be able to purchase it with up to 128 GB hard drive. The larger version will also have a pen. It will be the only tablet to feature the Microsoft operating system, so Office will be integrated. Given the keyboard and the OS, you can actually work on this tablet. Travelers may find the Microsoft surface a welcome departure from carrying a laptop and a tablet with them. In the future, the device will also incorporate Xbox SmartGlass, a technology that will allow you to seamlessly switch between devices for any activity, including just watching television, so it also has some startling departures from both the iPad and Ultrabook genres.
Besides being an utter bombshell, it’s Microsoft’s first ever self-designed computer. Microsoft took a cue from Apple in terms of product development secrecy. No one was expecting Microsoft, a company that traditionally let others such as HP and Dell develop hardware, to come out with a screaming new little piece of technology. In fact, the Surface designers were a top secret group of hand-picked elites who previously worked on the Xbox development.
Yes, the tablet will forever, as a concept, belong only to Apple. Apple changed the world with its revolutionary design. But the surface just provides more. With its additional features the Surface manages to render the iPad obsolete, an entertainment ‘toy’ instead of a tool with many uses. Yes, the Surface will have hurdles to overcome, as Joshua Topolsky of TheVerge.com points out here. Will anybody adopt it? Can it create a platform to compete with Apples massive App store? Will it be priced competitively? Is it doomed to failure like the Zune MP 3 player?
So, no, it’s not going to be the happy marriage of the iPad and Ultrabook. It’s so much more. It's going to be the mutant rock star baby that the two produce.
Sources:
http://www.theverge.com/2012/6/19/3097726/surface-microsoft-next-chapter
http://money.cnn.com/galleries/2012/technology/1206/gallery.microsoft-surface-first-look/index.html
http://money.cnn.com/2012/06/18/technology/microsoft-windows-tablet/index.htm?iid=HP_LN
http://www.microsoft.com/global/surface/en/us/renderingassets/surfacespecsheet.pdf
http://money.cnn.com/2012/04/17/technology/microsoft-windows-8/index.htm?iid=EL
-Opinions, Microsoft Surface.
This post was posted in Opinion, Tablets, Tech, What We Do, iPhone, iPad Rumors, iPad and was tagged with news, tablet computer, tablet, Intersection, Comparison, Venn Diagram, Ultrabooks, Microsoft Surface, Microsoft, iPad
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Father’s Day Gifts for the Techie Dad
Posted on June 13, 2012What Dad Really Wants This Year on Father's Day
We’ve compiled a list of the Coolest Gifts for Dads this year. We asked all the dads at RepairLabs what’s on their wish list for this Father’s Day, and here are some of the ideas that they gave us.
DIY Gadget Card - Free
Dads love things you made for them. Even if you're 30.
A fantastic tutorial and a really creative idea for a card for dad that you can make yourself, with the kids. Look inside each of the “apps” to find a cute personalized message. From Charlottes Fancy.com
A Gadget Grip Mat - $11
The things he'll stick to this are limited only by his imagination.
Grippy Pad holds all sorts of things in place with an advanced silicone material. (I.e., stolen from aliens.)
BioLite CampStove- $129
Roast marshmallows and charge iPhone.
This little beauty also charges devices. If Dad’s a camper, this will be on his list. (It’s good to keep a phone around even when you’re unplugging-- in case of emergencies.)
Mouse Armrest -$30
Repetitive stress injuries are a real concern!
This is an ergonomic attachment for Dad’s office chair or desk. It will help reduce the possibiltes of bad posture and repetitive stress injuries from using a mouse.
Bear Grylls Ultimate Survival Kit - $52
Dad can keep this in his care. Or his Bug-out Bag.
Camping survival kit. Because Tech Dads can MacGyver anything.
iKoa Phone Case- $179
Beautiful and Functional
This beautiful case also holds Dad’s credit card and ID.
igrill thermometer and app $79
High-Tech Grillin'!
Just insert the probe thermometer of this device into the meat and use your iPhone or iPad to monitor the temp while you’re off relaxing with a beer.
LawnBott Robotic Lawn Mower $1199
We're just waiting for an iPhone app to control it.
It’s not cheap, but if Dad hates mowing, this gift may be worth it.
Laptop Desk - $25
Good for Dad, and the machine.
A Lap desk designed to keep you cool with special insulation that blocks 95% of laptop heat.
Custom Housing Color for his iPhone 4S $249
soooo shiny....
Custom iPhone housing color change. Choose Dad’s favorite team’s colors.
We <3 Daddy DIV Photo –Free
You are now dead of the cute.
We think it would be relatively simple to take some posterboard and an iPhone and shoot this picture on a sunny afternoon. If my calculations are correct, the kids need to hold the signs upside down. You stand facing them. Print it on photo stock pop it in a frame for his desk at work ~and best part, it’s Dad’s favorite gift of all. Laurie, the fantastic blogger at Tip Junkie , provided this great picture, but was unable to find the source of this beautiful image.
Hope these ideas get you going to show Dad how great he really is.
Sources and Links
http://charlottesfancy.com/2010/06/14/idad/
http://www.firebox.com/product/5078/Grippy-Pad
http://www.biolitestove.com/campstove/camp-overview/features/
http://www.gerbergear.com/Survival/Gear/Ultimate-Kit_31-000701
http://www.martinandmacarthur.com/mobile-phone-accessories/mobile-phone-accessories/ikoa-phone-case
http://www.lawnbotts.com/lawnbott/LawnBott_LB1200_Spyder_Robotic_Lawn_Mower.
http://www.stacksandstacks.com/computer-lap-desk-lapinator-by-lapinator-inc
http://www.fix-iphones.com/iphone-4s-colored-glass-conversion.html
*Note: prices are valid at the time of publication (6-13-12). Please check links to be sure.
This post was posted in Opinion, Tablets, Gifts, Tech, Geek, How To, What We Do, iPhone, iPad, Uncategorized and was tagged with Accessories, Housing, Color, Car, Grip Pad, Ergonomics, Photos, Camping, Mowing, Cards, Ideas, Techie, Father's Day, Dad, Gifts, Tech, How To, iPhone, iPad
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Blog Candy: Avengers, Logo-fied
Posted on June 8, 2012Avengers as Tech Logos
Avengers Fan Art
Here at RepairLabs, we love the new Avengers Movie, so we thought we’d create a little fan art. You know, merge two things we like: technology and SUPERHEROES! Can you name each logo’s inspiration? Bonus points if you can say why.
S
C
R
O
L
L
DOWN
FOR
THE
ANSWERS
Did you get them all?
Here are the answers.
Stark: Sharp
BlackWidow: Blackberry
Thor: Dell
Captain America : Macintosh
Hulk: HTC
Thanks for playing, kids tune in next time for more good clean fun from the fine folks at the RepairLabs at Fix-iPhones.
This post was posted in Opinion, Tablets, Tech, Blog Candy, Art, Geek, What We Do, iPhone, iPad and was tagged with Logo, Hulk, Captain America, Black Widow, Thor, Stark, Fan art, Tech
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Geek Pride Day Swag: Free Web Badge Graphic
Posted on May 25, 2012
Free Gift from us for Geek Pride Day
Happy Geek Pride day to you all from RepairLabs! Wanna show you’re proud of who you are, even if you weren’t the coolest kid in school? Celebrate with a free button from us for your blog, Facebook page, or Twitter-- feel free to use it for whatever you like, but we’d be much obliged if you linked back to us in a spirit of sharing and Geek solidarity.
Today, we take back the name of geek, and we wear it like a badge. If you’ve ever been stuck home on a Saturday night, ever been teased for playing ‘Magic--The Gathering’, ever watched ‘Firefly’ till your eyes bled, you are one of us. Okay, so we geek out a little bit over logic boards and phone components. Who doesn’t geek out over something?
Because really, what is a Geek? It’s somebody who loves something unabashedly even though he may catch some flack, because, let’s face it, that something is just not cool. And the great thing is, he doesn’t care. His passion makes him resilient to whatever the haters can throw at him. And as the brilliant character, Radio Dj Lester Bangs from ‘Almost Famous’ explains, “The only true currency in this bankrupt world is what we share with someone else when we're uncool.”
Chris @CapSteveRogers gets it:
Geek Wisdom.
Today, Let’s join together under a single rallying cry: They may take our lunch money, but they will NEVER TAKE OUR XBOX!!!!!!!!!!!! So if you love your Star Wars, your caffine, your gadgets, your differential equations, or your Harry Potter more than you love your MeeMaw, and you're not afraid to admit it, this one’s for you. And always remember that one day:
The Geek shall inherit the earth.
This post was posted in Opinion, Tablets, Tech, Geek, What We Do, About Us, iPhone, iPad and was tagged with Graphic, Badge, Swag, Free, Geek Pride Day
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10 Ways To Get Turbo Awesome Customer Service
Posted on May 23, 2012Here at RepairLabs, we really pride ourselves on what we do. We try to make sure that every customer has a great experience and would recommend us without hesitation to their 90 year old grandma, or their coolest best friend. That got me to thinking about what customer service is really all about, and what the average Joe can do to get the best customer service in his every day dealings.
We’ve all been put on hold for ungodly amounts of time, been shuffled from one department to the next, and dealt with rude, unfeeling customer service representatives. (Banking industry and Cable providers, I’m looking at you.) We’ve all had to talk to those infuriating customer service recorded bots. I myself have waited in line at the Apple Genius Bar for over 2 hours, though I do realize it isn’t all Apple’s fault. Because of the (let’s face it) turbo-coolness of the Apple devices, overworked Geniuses are beset by swarming hordes of non-technical types. Meaning every teenage girl who stands in front of the bathroom mirror making duckface for her profile photo is in there, trying to get help. …Actually the real question there is why the Apple Genius Bar doesn’t serve alcohol.
Being kind will get you everywhere.
Here’s the thing. Good customer service isn’t really that hard. We want a few, simple things. We want the company and its reps to be:
- Available, easy to reach.
- Quick, plain and simple: quick.
- Friendly, willing to make a personal relationship, real people, just not robots or recorded voices.
- Willing to admit if when they’re wrong, and to fix it.
- Willing to go the extra mile, and meet unstated needs. (For example: appletini’s at the Apple Genius Bar. Is that really too much to ask?)
When things don’t go well, though, you do have recourse. You can have a fallback strategy to help get what you want out of the conversation you’re having. Here’s what you need to do.
10 Rules for Getting Excellent Customer Service
1. Be positive, be a good customer, and don’t be afraid to remind the business that you are. If you are a returning customer, you’ve proven that you are an asset to them. They’ve already won your business, and all businesses know it’s cheaper and easier to keep a current customer than to win a new one.
2. Whenever you can, talk to a real person Press 0. Do whatever you need to in order to get out of those robotic calls. Sometimes email is the best way to interact with Service reps. If you can make a personal connection, you’re always likely to get better service. It’s all about creating a real human relationship. Here’s a hint. I always keep a pen and paper with me when I make these calls, and the first thing I do is write down the name of the person I’m speaking to. If I need to, I’ll ask them to repeat it, and then, without being condescending, I’ll always use his name in the conversation. If I can remember his name in a phone conversation, (A.) he knows that I’m willing to treat him like a real individual human being who deserves respect, and( B.) he knows I can remember it if I have to make a complaint to his manager.
3. Fix up a Complaint Sandwich. This is a bit of pop psychology here, but a spoonful of sugar does tend to make the medicine go down a little bit easier. Start with a positive comment, then your problem, then another positive comment. There is a detailed explanation of how to use this tactic in this great article on getting better Customer Service.
4. Be able to articulate what you want. Even if what you want is help in formulating a question, let the rep know that. If you want a refund, if you want technical support, or if you want a solution to a problem you’re having, be able to say that, and say it kindly. Know the terms of your agreement, and then you can make suggestions of possible solutions. This may take a little bit of homework on your part. But if you can give your representative action items, they can take action, or get you to the person who can.
5. Ask Nicely- communicate clearly. Don’t just go ‘amps to eleven’ on the Rage Scale. Yelling very rarely gets you the results you want. When something doesn’t go well, take a deep breath and think about what it is you need. Sometimes the problem can be as simple as a misunderstanding or miscommunication. Be positive and be kind; remember, “Everyone you meet is fighting a hard battle,” (-Plato). Don’t forget, these guys have been tackling angry/annoyed/helpless customers all day. Know exactly what the problem is, and be able to explain what you need to fix it. (See #4 above)
6. Empower them to help you. Say, “Keith, [using his name, Tip #2!!] we have a customer service issue here. How can you help me to solve this?” The “how can you help me to solve this” part is really important. This opens the door for them to work with you and puts the power to address the situation in their hands.
7. Don’t give up. Ask to speak to a manager, and if your issue still isn’t resolved, politely ask to speak with that person’s supervisor. Bad companies are counting on you giving up. Keep going up the chain. If you have to, email the CEO. Corporate execs will not be happy to receive an email from you every hour. And, their email addresses are surprisingly easy to find. Check their websites, scour the Internet.
8. Remember that you can take your business elsewhere. And don’t be afraid to remind the offending business of that too. Nicely hint to Globo-Bank that Downhome Bank is running a great special right now on free checking. It’s a free market, baby, and companies, especially in this economy, are hungry for your business and your endorsement. Think about what happened when Netflix upped its prices and Bank of America imposed the $5 monthly debit card fees. Customers left in droves. This is a company’s worst nightmare. And unhappy customers are almost twice as likely to share rotten customer service experiences with their friends and family as they are a good experience, as this study from American Express explains in detail
9. If that fails, Go to social media, be the squeaky wheel, stir that pudding. Believe me, nobody wants a social media public relations crisis like the famous “United Breaks Guitars” song. That incident even garnered its own Wikipedia page. If you can be funny, clever or viral, you’ll get some attention. @Tag the company on Twitter, and comment on their Facebook page. They don’t want all of their fans and your friends seeing their bad press. The United customer hit a nerve about how our luggage gets handled, and managed to turn his frustration into a fun song, and get his issue addressed. And actually United managed to turn that incident into a PR win by addressing the bad service and fixing it.
10. Accept a sincere apology. Often the guy behind the counter is not empowered to help you out, and actually is doing the best he can. That’s when you have to decide whether to continue slogging it out or to give up, but see rule #7, in this case. Thank the guy in front of you for his help, and be vocally on his side. Saying, “I totally understand that you are doing your best to help me, and I know that this issue isn’t your fault” can go miles to get him on your side. (If you’ve been kind leading up to this part, he already will be on your side anyway.) He can advocate for you with his boss.
When the company that you’re dealing with does address your situation, gracefully accept their apology and their solution, and thank them. If somebody went the extra mile for you, call their manager and let them know. I once worked for a company that handed you CASH whenever a customer called you out for good service. Be willing to call out good service as well. That can only help your future Customer Service Karma. (In fact, in a future life my dream job would be to drive the Karma Bus—I know a few people it missed.)
Twitter Picture from @Jason_Sehorn of a Chick-fil-A employee helping an elderly woman to her car in the pouring rain.
But when I see our great people at RepairLabs working like crazy on diagnostic and repair to get you your devices back, I’m so proud and impressed. For example, Jessica, our Customer Service Manager personally responds to every email. Not only that, she does it immediately. When she doesn’t know the answer to a technical question, she heads over to the technical department to ask and to find it. She knows more about electronic devices than any Customer Service rep should ever have to. Our technicians have stayed late and worked overtime to get someone’s device done in time to make the next FedEx delivery. It’s a small thing to do, that they never even tell customers about, but it’s that little matter of going the extra mile, that makes all the difference. Customer service expert Shep Hyken, discusses that idea in detail here. When we take good care of you, we’re proud that we gave you our best.
Have you ever had really great service from someone? Or really abysmal? Tell me about it in the comments below.
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This post was posted in Opinion, Tablets, Tech, How To, What We Do, About Us, iPhone, iPad and was tagged with Wisdom, Information, Hack, Tips, Customer Service
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