Latest news with #CustomerCare
Phone Arena
a day ago
- Business
- Phone Arena
T-Mobile rep says carrier wants to get rid of jobs that pay commission and fears for his career
It's been absolutely amazing. Over the last few years, whenever we've written a story about some of the shenanigans taking place inside T-Mobile Corporate and third-party stores by reps who were in fear of losing their jobs, we'd receive emails from others confirming our articles. These missives would come from T-Mobile reps, former T-Mobile executives, and customers of the carrier. This was much-needed validation because occasionally we'd receive harsh and even vaguely threatening emails telling us that we were way off base. The other day, my colleague Abdullah wrote an article about a T-Mobile rep who said that T-Mobile has a goal of forcing the vast majority of all customer transactions to be made over the T-Life app. This way, the carrier can eventually close all of its stores, fire its reps, and have subscribers control their accounts via the T-Life app. Sure enough, another T-Mobile rep got in touch with us to let us know that the story was right on, He has been a rep for T-Mobile for five years and tells us that " T-Mobile is forcing the T-Life app to be used for everything, from phone upgrades to add a (sic) lines." Screenshot of the T-Life app. | Image credit-PhoneArena If a customer comes into a T-Mobile store and is an authorized user of an account, but doesn't have permission to use the T-Life app, the rep is forced to call Customer Care. During the call, the T-Mobile employee has to request that the customer receive approval to use the T-Life app, regardless of how much extra time this adds to the length of the transaction. This rep also told us a little secret about how T-Mobile tries to get you to buy more expensive accessories through the T-Life app. It seems that when using T-Life to buy accessories, the highest-priced items are placed at the front of the selection screens. Cheaper accessories available in stores are placed in the back or are not displayed in the app at all. And god forbid a T-Mobile rep process an order without using the T-Life app. In that situation, a rep must report to the proper managers why the T-Life app could not be employed for the specific transaction. Acceptable reasons for not using the T-Life app to handle a transaction in-store include a customer's use of cash, a customer having a T-Mobile business account, or the customer's phone being broken. In these cases, the rep is not held accountable for the failure to employ the app, according to the letter we received. Yet, we recently wrote about a rep who used the broken phone excuse when explaining why he refused to help a customer who came into his store. Any other reason for not using the T-Life app is unacceptable in the eyes of management. Speaking of management, this rep says that the suits at T-Mobile Headquarters understand full well that forcing reps to use the T-Life app to complete transactions will lead to salesmen departing the company. But this seems to be exactly what T-Mobile President and CEO Mike Sievert wants. Openings created by reps who are leaving or are canned for not using T-Life will not be backfilled according to the rep who sent us the letter. He says that the carrier will downsize its workforce and turn its stores into locations where customers can only get support for their devices but cannot purchase new phones. The bottom line is that this will be the end of jobs that pay commission at T-Mobile . The rep who sent us the letter is concerned about his job and the jobs of his co-workers and made that clear at the end of his letter when he wrote, "I'm scared for my job. I'm scared for my coworkers job."
Yahoo
5 days ago
- Yahoo
7 Things to Know Before Booking a Vacation Rental Right Now, According to the Pros
7 Things to Know Before Booking a Vacation Rental Right Now, According to the Pros originally appeared on Parade. From cliffside villas with infinity pools to cozy cabins nestled in fairy-tale forests, vacation rentals have transformed the way we travel, offering privacy and that sense of 'living like a local' that hotels just can't give. However, today's rental landscape looks very different from just a few years ago. Unexpected pitfalls hidden in the fine print lurk behind each listing, including expensive fees, tacked-on cleaning prices, hidden reviews and so much more. That's why we reached out to the Customer Care team at WhimStay, a home-booking platform that specializes in last-minute rentals. We asked them the seven things everyone needs to know before booking a rental (based on the thousands of calls and emails they field every day). From decoding listing nuances to knowing when (and how) to reach out to the host, this piece will help you figure out whether you're getting the best bang for your buck. Related: 1. No Neighborhood Info Is a Red Flag If the house photos are gorgeous but there is no mention of the area it's in, including proximity to public transport, restaurants or interesting points (think beaches, lakes, hiking trails, etc.), it's a bit of a red flag, according to Jennifer Courtney, Head of Customer Service at Whimstay. 'If the neighborhood or surrounding area is not mentioned in detail, it's always a good idea to research if you're not familiar with the area,' Courtne said. 'Properties with stunning interior photos look great, but you can't know from photos whether it's noisy or in an inconvenient location.' Courtney recommends using Google Street View to see exactly what's happening near and around the property. She also says it's imperative to read reviews for mentions of noise or safety, and check what's truly within walking distance of coffee shops, grocery stores and local restaurants (especially if the listing touts that!) 2. Reviews Are Important, but Not Necessarily Everything Just like you wouldn't book a hotel (or even a restaurant reservation) without reading all the reviews, you absolutely shouldn't book a vacation rental without doing the same. 'Reviews are everything,' said Daniel Thorpe, Head of Customer Experience at Whimstay. 'Honest feedback—both good and bad—is one of the only ways to make an informed decision that isn't 'spun' to get you to book.' Beyond reviews from past guests, it's also key to see how the host is responding to the feedback, whether positive or not so. 'I always look at how the host responds to previous guest questions and concerns in reviews, because this tells you what your experience will be like if something goes wrong,' Thorpe said. 'A responsive, engaged host can turn a minor hiccup into a non-issue, while an absent host can turn a small problem into a much bigger issue.' 3. Hidden Costs Are Everywhere Beyond cleaning fees and service charges, watch for resort fees, pet fees, linen rentals, and heating or pool fees, which many travelers discover only after booking. 'The biggest 'gotchas' are cleaning or pet fees that weren't prominently displayed and damage deposits that aren't clearly explained,' Courtney said. 'Always look for the total cost breakdown before you book, not just the nightly rate.' Thorpe also says it's imperative, as the guest, to proactively reach out about any fees or costs that are either 1) not listed or 2) vague or confusing. He suggests always asking for a final, all-in price breakdown before you commit, especially if you're booking in peak season. 3. Photos and Videos Are Your Best Friends We live in the day of documenting everything (for better or for worse), and taking photos and videos of everything isn't just meant for family memories. If you spend any time scrolling on TikTok, you're bound to find some videos of guests showing some not-so-glamorous issues that have popped up in their rentals (everything from bubbling sewage to misleading listing photos). 'If you ever run into an issue, document with photos and videos and contact the host in writing right away,' Thorpe said. And, as someone who has booked over 20 rentals in the past 4 years, approach taking photos of the property the way you would with a rental car. Courtney agrees. 'Be sure to document everything upon arrival with photos, including any existing damage or issues,' she said. Related: 4. Vet New Listings Before Taking the Plunge Brand-new rentals can be gems (and oh-so-shiny), but they require an extra bit of vetting before you book. However, according to Courtney, no reviews on a new place don't necessarily mean bad. 'New properties can be great opportunities, especially for unique or recently renovated spaces,' Courtney said. 'There are so many amazing properties without reviews. To me, having no reviews is better than bad reviews.' When booking a new place, there are a few things to keep in mind. To start, look for hosts with good track records managing other properties. Additionally, it never hurts to reach out to the host to get more information on the listing. 'Request live video tours, or ask directly why there aren't reviews yet,' Thorpe said. 'A responsive host who's happy to answer questions about their new property is usually a good sign.' 5. Check-in and Check-Out Times Matter Unlike many hotels, vacation rentals rarely have 24/7 check-in and check-out times. The times for each are carefully set to ensure the rentals have enough time for a proper deep-cleaning before the next wave of visitors. However, many rental travelers—especially ones not familiar with home bookings—treat these times like a suggestion, and that causes countless issues. 'They're so important to plan around, but are often a detail that isn't considered until it's too late. Nothing ruins the start of a vacation like arriving at 2 PM for a 4 PM check-in, or having to rush out at 10 AM when you planned to sleep in,' Courtney said. Thorpe agrees and also suggests reaching out to the host for any flexibility or transparency around these times, too. 'Ask about flexibility with these times, especially if you're flying in or have specific travel constraints. Some hosts are accommodating with timing, but you need to ask ahead of time,' He said. 'Don't just show up expecting flexibility.' 6. Play Close Attention to the Amenities Even though the fancy amenities are often what people cling to, Courtney believes the 'boring' ones are just as, if not more, important. 'The boring stuff is the best stuff! AC and heat can make or break a stay because there's nothing worse than being too hot or cold in your vacation rental,' she said. 'Dishes, utensils, and cooking equipment are huge for people who like to cook, but these basics are often overlooked in favor of flashy features.' For Thorpe, knowing what to look for when looking at the fine print of the amenities is key. 'Quality mattresses and thread count on sheets, reliable Wi-Fi, and adequate parking are the unsexy amenities that determine whether you'll love your stay,' he said. To help you determine if this place will work for you, ask the host to share the actual Wi-Fi speed (Mbps) or even take a screenshot from a speed test. If you're planning to work there, also check for dedicated desks, ergonomic chairs or quiet areas, especially if you'll be hosting or taking meetings. From double-checking the hidden fees to asking for real Wi-Fi speeds, today's travelers need to look past glossy photos and catchy listings in lieu of the real stuff that matters. Although platforms like Whimstay make it easier than ever to find last-minute deals, the rules of smart renting still apply: ask questions, read between the lines and trust your instincts.7 Things to Know Before Booking a Vacation Rental Right Now, According to the Pros first appeared on Parade on Aug 9, 2025 This story was originally reported by Parade on Aug 9, 2025, where it first appeared. Solve the daily Crossword
The Sun
04-06-2025
- Business
- The Sun
Popular children's cup sold at Matalan for £3 urgently recalled over ‘risk of eye injury'
A POPULAR children's cup sold at Matalan for £3 has urgently been recalled as it poses a "risk of eye injury". Matalan has recalled its Blue Easter Tumbler Cup with Straw over safety fears, warning it could pose a serious risk to children. The £3 cup features a bunny wearing sunglasses, with ears sticking out from the lid. It poses an injury risk, as users could accidentally be poked in the eye by the pointed ears. The sought-after Matalan cup does not meet the requirements of the General Product Safety Regulations 2005, according to the government's website. Shoppers who bought the Bunny Tumbler with Straw are urged to stop using it immediately and return it to their nearest Matalan store for a full refund. Those with further queries can contact Matalan's Customer Care Team on 0333 0044444 or email customercareceo@ It comes after the retail giant urgently recalled three children's clothing products over a "risk of being strangled". Matalan made the decision after deciding that a number of boy's swim shorts posed a serious risk to kids. The recall affects the blue shark rash vest and shorts worth £12 on the website at the time of writing. The other two products recalled were the seersucker swimshorts in blue and the boys tie dye swimshorts. Parents were urged to take the faulty items away from little ones and return them "immediately" to a Matalan store. 'Contaminated' Costco snack recalled as 'small pieces of wood' are found inside it – eight products are affected All three products could cause entrapment and strangulation, warned the retailer. Matalan stressed that no receipt will be required to claim the refund. Matalan said: "It has come to our attention that the above boys' swim shorts do not meet our usual high standards for quality and safety, as there is a high possibility of entrapment and strangulation with the draw cord." The company also urged customers who bought the swimwear as gifts to inform others about the recall notice straight away. It added: "If you have bought the above for someone else or know someone who has one then please let them know immediately about this notice." Matalan apologised for the inconvenience caused to shoppers and confirmed that the recall does not affect any other products. The retailer added: "We pride ourselves on delivering great quality at great prices, and we're really sorry for any inconvenience caused." with the potential to overheat and/or explode.
Associated Press
10-03-2025
- Business
- Associated Press
SmartBear Wins 2 Stevie® Awards in 2025 Stevie Awards for Sales & Customer Service
SOMERVILLE, Mass. & GALWAY, Ireland--(BUSINESS WIRE)--Mar 10, 2025-- SmartBear, a leading provider of software quality and visibility solutions, is the winner of two Stevie Awards in the 19 th annual Stevie Awards for Sales & Customer Service. Based in Galway, Ireland, Joe Joyce, Solutions Architect, earned a Gold Award for Sales Engineer of the Year. The SmartBear Customer Care team earned a Bronze Award for Customer Service Department of the Year. More than 2,100 nominations from organizations of all sizes and in virtually every industry, in 45 nations and territories, were considered in this year's competition. 'The outstanding scores awarded to this year's Stevie winners reflect the exceptional levels of achievement they demonstrate,' Stevie Awards President Maggie Miller stated. 'We proudly join the judges and the entire Stevie Awards community in congratulating and celebrating the winners on their accomplishments.' Joe Joyce has been an integral part of SmartBear's success over the past six years. Recognized by the company as a two-time Global SE of the Year and a President's Club winner, Joe's expertise in API lifecycle management has been pivotal in what SmartBear believes contributed to its recognition as a Leader in the Gartner Magic Quadrant for API Management. His impact is evident in his role in enhancing customer success—helping organizations maximize their investments through training, strategic guidance, and tailored solutions that drive efficiency and growth. Led by Pedro Souza, the SmartBear Customer Care team sets the standard for excellence in technical support, integrating teams from four acquisitions since 2022 while driving innovation in customer service. By standardizing tools and processes across multiple teams supporting multiple products, including SmartBear API Hub, Insight Hub, and Test Hub, the company has achieved 10 consecutive quarters of improved SLA attainment and record-high CSAT scores. The team has also enhanced response times and accuracy through the thoughtful implementation of AI-driven efficiencies. 'We are incredibly proud to be recognized with two prestigious Stevie Awards,' said David Phillips, SVP, Customer Retention and Sales Engineering at SmartBear. 'Our Customer Care team's award is a testament to their unwavering commitment to delivering world-class support and fostering strong customer relationships. Joe Joyce's award for Sales Engineer of the Year reflects his exceptional leadership, technical expertise, and cross-functional collaboration across SmartBear. These achievements exemplify our customer-first mindset and dedication to driving innovation in software quality.' Customer success drives everything at SmartBear – from award-winning innovations to direct feedback that shapes solutions. Last year, the company launched a customer awards program to celebrate outstanding achievements in software quality and innovation, recently honoring the RAC, a UK-based motoring services organization, with its Automation All-Star Award. SmartBear's Customer Advisory Board provides a platform for direct customer feedback, shaping the future of SmartBear's solutions. Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at About The Stevie® Awards Stevie Awards are conferred in nine programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Sales & Customer Service, the Stevie Awards for Technology Excellence, and the Stevie Awards for Women in Business. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations and territories. More than 1,000 professionals around the world participate in the Stevie Awards judging process each year. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at . Sponsors of the 19th annual Stevie Awards for Sales & Customer Service include The Brooks Group, Sales Partnerships, Inc., Support Services Group, and ValueSelling Associates, Inc. About SmartBear SmartBear is pioneering innovation in software quality, embracing AI's transformative potential. The company's powerful solution hubs, including SmartBear API Hub, SmartBear Insight Hub, and SmartBear Test Hub, featuring HaloAI, give software development teams around the world visibility and automation that provide end-to-end quality. SmartBear is trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including innovators like Adobe, JetBlue, FedEx, and Microsoft. With an active peer-to-peer community, SmartBear meets customers where they are to help make our technology-driven world a better place. The company is committed to ethical corporate practices, including responsible AI that integrates accountability and transparency across its technology stack, and to social responsibility, promoting good in all the communities it serves. Learn more at or follow on LinkedIn, X, or Facebook. . All trademarks recognized. BroadPR +1-617-868-5031 INDUSTRY KEYWORD: MANUFACTURING TECHNOLOGY ENGINEERING ARTIFICIAL INTELLIGENCE SOFTWARE SOURCE: SmartBear Copyright Business Wire 2025. PUB: 03/10/2025 04:02 AM/DISC: 03/10/2025 04:03 AM
