Microsoft Reminds Us Why They Suck: XBox LIVE Outages and Poor Customer Service January 6, 2008
Posted by Yogizilla in Call of Duty 4, Customer Service, Halo 3, Hype & Buzz, Knowledge Management, Managing Expectations, Relationship Management, Standardization, XBox 360, XBox Elite.Tags: bad customer support, customer service rep laughs at caller, microsoft blows, microsoft live csr laughs, microsoft sucks, overseas outsourcing, poor customer service, unethical business practice, unfair customer treatment, xbox 360 hardware failure, xbox bugs, xbox live blows, xbox live outages, xbox live sucks, xbox live team
16 comments
Well, I couldn’t fight the urge anymore. With as much work as I have on the table, I owe it to you, my loyal readers, to bring back the passion and frequency of my blog and what better way than to take potshots at one of the biggest and crappiest pseudo-monopolies out there? That’s right, it’s time to attack Microsoft once again!
No, XBox LIVE is not dead but, the way it has been running the past couple of weeks, it might as well be. If you have lived under a rock or are not really a gamer, you may have missed all the scandals regarding XBox LIVE customer horror stories and continued outages. I’m going to give you all a little grocery list of some of these horror stories:
- XBox LIVE customer support analysts actually laugh and hang up on customers.
- The ultimate solution for most problems plaguing XBox 360 seems to come down to buying a new system, creating a new account, or hearing “we can’t help you”.
- XBox 360 units are still experiencing random crashes (surprise), red rings, and other hardware failure.
- The magical XBox 360 warranty (which comes at an additional cost) does not include much at all; in fact, shipping and even boxes come at additional premiums in many cases!
- Prepaid XBox LIVE subscription cards are more trouble than they’re worth - some don’t even code with a code behind the silver coating, due to misprints (good luck getting anyone to give you credit or a full refund for that)!
- The most over-used line of any XBox LIVE customer support representative is “sorry, but that’s our policy”.
- No one on the XBox LIVE support team seem to speak English natively, nor do they understand the root cause of your issues and what the customer TRULY needs.
- It is not unlikely for random people to harass you, just for fun, and file false complaints against you which, ultimately, get you terminated. Since the XBox LIVE team doesn’t really understand English, they just go by “what’s in their system” and follow their scripted courses of action. A few strikes and you’re out. Good luck appealing.
If you’re like me, you may be looking at this list with great disgust. Anyone that knows me knows that poor customer service, unwarranted rudeness, and poor product “follow-through”/overall quality are things that I absolutely abhore. As a gamer and someone that happens to be an XBox 360 owner, I feel that Microsoft’s business tactics are completely unethical, to say the least. We shouldn’t be surprised since the XBox franchise is a microcosm of Microsoft’s track record in all other facets of their huge corporate monster.
Microsoft’s Majestic Marketing - Halo 3 Zero Hour September 24, 2007
Posted by Yogizilla in Belief & Passion, Bungie, Console Gaming, HDMI, Halo 3, Hype & Buzz, Marketing, Microsoft, Multiplayer Gaming, New York City, NoF, Online Gaming, PR, Power of Presence, Price Drops, Product Longevity, Smash My 360, Social Media, Viral & Word of Mouth, XBox 360, XBox Elite, XBox Live.Tags: Belief, Believe, buzz marketing, Halo 3, halo 3 launch, hype marketing, Microsoft, New York City, NoF, Passion, Social Media, social networking, viral marketing, XBox Live
6 comments
Today is the day that many geeks and overly-competitive gosu gamers have been waiting for: the Halo 3 launch. For me, it is business as usual. I played the beta and wasn’t particularly impressed and I am not a huge fan of Halo to begin with (you’ll have to forgive me for that) but, whatever way you chop it up, this is a historic day. This is the story of a somewhat obscure developer that hit it big by allying with one of the biggest brands out there - Microsoft! It is also the story of how online multiplayer games really got put on the map. Halo brought a gleam of hope to those that wanted something different…
For many years, the online gaming community has thrived in great numbers on the PC front but it was mostly underground, cult-like, not very organic or viral. Some home consoles tried to capture the magic of PC gaming but failed, mainly because they treated multiplayer modes as an after-thought. Along comes Halo to change everything. Halo is, without a doubt, the killer app of the XBox, comparable to Final Fantasy and Super Mario, easily. It is all a matter of brilliant marketing. The XBox cultivated a huge gaming space that was, for the most part, a vacuum waiting to be filled by a big idea. Bungie was a quiet developer that gave Mac users what they rarely got: fun games that weren’t family-oriented or overly-nerdy. Marathon arguably started it all yet few people even heard of the game. In this case, it is clear that the Bungie brand made little difference as crossing over to the “dark side” (Mac users tend to dislike anything Microsoft) would have lost the long-time followers. Surely, the amplifier of the Halo franchise was something outside of the developers and branding, surely the market was ready and waiting for something to come along. Halo certainly filled void by meeting the needs of those that wanted hardcore competition in a not-so-nerdy package. Finally, an FPS that was fast-paced, revolved around multiplayer (both coop and versus), and didn’t have a complex control scheme!
Had Halo been released on the PC like Microsoft originally intended to, it would not have been as popular; instead, they attacked the console market and used college dorms as marketing hives, the gaming bees buzzing about about their latest gaming addiction. Why do I say this? Well, the game is a rehash of what has been done before but, since it was new to those that only knew console gaming, it was easy to spread.
The brilliance of Halo was never it’s unique storyline or break-through architecture. The technical aspects are all commonplace in a marketplace where ideas are just repackaged and regurgitated. The marketing is where the real money was made and where the Halo franchise became rock-solid. The console market was in dire need of a fast-paced online multiplayer game. Something that was easy to find (accessible), easy to talk to others about (smooth), and simple to play (inviting). The major gripe for people that dabbled in other First Person Shooter (FPS) games is that keyboard-and-mouse control schemes were too complex. Halo opened up the genre to the masses and targeted the most aggressive, competitive gamers as well as everyday, casual gamers that needed something simple to enjoy with friends. These two segments spawned many fans spreading the message: here’s something UNREAL!
Free Hug Day and The Need For Warm Connections September 10, 2007
Posted by Yogizilla in Belief & Passion, Dating, Deliocioso, Digg Bumps, Free Hug, Good Advice, Hype & Buzz, Love & Romance, Marketing, Motivating & Leading, PR, People Networking, Personal Development, Positive Reinforcement, Power of Presence, Principle-Based Leadership, Third-Party Validation, Total Engagement, Viral & Word of Mouth, Warm Connections, Warmth.Tags: anges biz, Free Hug, free hug campaign, free hugs, hugsophere, Juan Mann, tatiana masis, Warm Connections, warm marketing, Warmth
11 comments
I say it all the time: communication is a dying art. Communication is becoming more and more watered-down because human interaction is becoming so limited. As generations progress, we, the human creature, develop a greater need for space. It’s no wonder that people are more bulletproof, ideaproof, and recluse than ever before! We’ve become desensitized to just about everything, mostly because of the fears we’ve been instilled with by the mass media and the fact that, those we were raised around, never really learned the power of warm connections.
Along comes the Free Hugs Campaign to chop away at those barriers that many of us have erected. I firmly believe that we could all use a hug in this day and age. Some cultures are strict about physical contact and, in some places, government forbid many types of public displays of affection - it’s really a shame! Naturally, one must know their limits when matters of touch are concerned. Just like any marketing or communication in general, it is important to obtain the permission first. Once that door is open, let the warmth pour in!
We may not all have the tenacity and energy to go out there and hug random strangers, especially if you live in a generally-rude city, but why not give someone a hug today? Heck, even the walls need hugs…
Marketing No-No’s: How to Scare Away Customers in Five Minutes or Less August 26, 2007
Posted by Yogizilla in Belief & Passion, Business Management, Common Sense, MLM & Direct Sales, Managing Expectations, Marketing, Sales & Selling.2 comments
With Summer coming to an end soon, I’ve decided to take some R&R and bring some long over-due projects to an end. This year has been quite interesting but one thing never changes: every month or so, I run into at least one over-zealous sales person. Few things turn off customers more than empty words, cliche statements, and typical sales talk yet even the best companies are plagued by individuals that I feel have a sort of diarrhea of the mouth, to put it bluntly.
The bad thing about these sales people is that they bring a lot of heat to the rest of us, the few that know better than to use tired scripts and strong-arm tactics. It is something that has hurt the IT field, retail, and many other industries. Today, I want to hone in on the MLM/Direct Sales/Network Marketing industry because these types of business now account for more than half of the businesses in the United States (believe it or not). With these companies growing rapidly, everyone will be exposed, which can spell out good things or bad things, depending on what side you’re on and what sort of training the involved parties may have.
I’ll be clear about this for anyone that may have not read my other articles on the Network Marketing business: these types of franchises work but, like in any occupation, there’s good, bad, and plenty of ugly! If you ask me, many of the MLM folks I have encountered also seem to train with the same few people. Their scripts and systems vary a bit but you can always spot these folks from a mile away. They dress the same, use the same corny jokes, draw the same diagrams, and try to hard to exude positive energy, result-driven performance, and things that they think will attract customers and team members alike. These folks couldn’t be more wrong. Anyone that listens to these folks and has been exposed to a similar business would believe these MLM folks all read the handbook on how to scare away customers as quickly as possible by the way they overwhelm you with robotic sales speech!
Net Neutrality - Modern Communication’s Last Stand! July 12, 2007
Posted by Yogizilla in Common Sense, Geeky Stuff, Good Advice, Information Technology, Net Neutrality, Politics, Rantings, Rediculous, Unity.10 comments
First and foremost, I apologize for keeping some of you waiting out there. I know I had promised a good article about Net Neutrality and I really want to put a slightly different perspective on things but, alas, it is easy to get derailed when you have lots of projects on the table. That being said, I do have tons of stuff lined up and hope to get some quality content in the next three weeks or so, but first things first… Let’s talk about Internet Neutrality and how the Internet may die soon (if we do not preserve neutrality)!
With just three days left on the supposed final countdown, I am surprised that many people do not have net neutrality on their radar yet they ALL will be affected by the legislation that is in the works. I have talked to many friends about this topic in the past three weeks (basically, during my little blogging sabbatical) and everyone had all the wrong ideas about Net Neutrality. Before I get into the complicated explanations, let’s get one thing straight: net neutrality is a good thing for the common folks, the so-called “little people”, and getting rid of it only benefits the large corporations and wealthy. There’s simply no nicer way of explaining it but I will try to stick to the facts and put emotion aside (at least a bit).
We all know what the Internet is but many of us do not realize the vast scope of things. The Net is a lot more than just the Web. It’s news groups, file transfers, terminal services, online gaming, backoffices, and so much more to many different people. Our government has plans to allow private interest to supercede fairness and justice by giving business control over how we experience the Internet, thus changing the Internet as we know it forever. These companies are selling it by saying it will allow expansion of the Internet to continue at a faster rate, thus bringing broadband into areas where it is currently not available. They also tell you that those that pay a “little more” can experience faster speeds and better content. As expected with the typical corporate sales talk, they’re not telling you the full story.
Finding the Perfect Toothbrush: A Lesson in Marketing May 10, 2007
Posted by Yogizilla in Belief & Passion, Best Cookie, Brand Identity, Contests & Promotions, Hype & Buzz, Marketing, Microsoft, Oreo, PR, Power of Presence, Viral & Word of Mouth.1 comment so far
A few articles back, I talked about Oreo and how their message is simply this: we are America’s favorite cookie. These are the sorts of messages that can backfire but, executed properly, you really boost the perceived value tenfold. The brilliance in Oreo’s current strategy lies in their use of contests and celebrity lick races, promotions that people talk about with others. These are ideas that spread in a viral manner or, as Seth Godin puts it, ideaviruses. The key to this strategy is creating simple, consistent messages that anyone can spread onward; of course, you have to get people excited.
In this article, I’d like to discuss a marketing strategy that is a little less buzz and hype-driven yet still viral in nature. Let’s look at a simple thing that everyone uses (well, mostly everyone): a toothbrush. Traditional marketing and old money business people will tell you that the better toothbrush will sell more but what does “better” actually mean? It depends what your target customers are. For kids, both big and small (some of us are still kids at heart), cartoon-stickered and music-generating toothbrushes are the epitome of oral hygiene devices.
For the rest of the world, style still matters but effectiveness, practical use, becomes a greater distinction. Think about the last time you purchased a toothbrush and how often you make this decision. What affected your decision? Did you go for the toothbrushes in the front or did you look further back on the shelve? Was it an impulse buy, perhaps triggered by a clever end-cap display or cashier counter arrangement? Did you even notice how hard or soft the bristles are? Was the type of grip and general structure of the toothbrush a big focus for you? What was the final tie breaker (assuming you were initially indecisive)? The chances are that, if you were put in a group of 50 people, your decision-making process would be quite distinct. Once we recognize that not all consumers think the same way is a humbling experience for all business people…
Little-Known Ways To Become An Expert Recruiter April 3, 2007
Posted by Yogizilla in Career Coaching, Common Sense, Corporate America, Customer Service, Job Hunting, Managing Expectations, People Networking, Positive Reinforcement, Principle-Based Leadership, Recruiters & Headhunters, Rediculous, Relationship Management, Self Marketing, Selling Yourself.3 comments
Well, I did not expect so many responses on my recent LinkedIn question but I certainly welcome it! The discussion is brewing right now as we speak and I figured I would take the time out to write a slightly-shorter article touching upon some of the core issues and hopefully sharing some tips for both recruiters, since the job seeker side can produce a whole string of advice columns on it’s own. First and foremost, I want all my recruiting friends to understand that I do not think the value of outsourced recruiting is not there but I do feel that there is a lack of professionalism and effectiveness in the field as a whole. I base this powerful statement on my personal experiences as both a job seeker and business owner, and on the experiences of my many clients and colleagues.
Now, for the sake of brevity, I can’t explore every possible angle here. Let me touch upon the assumptions and understandings that we should all have before moving on…
- There is clearly a lack of honesty both on the behalf of job seekers and recruiters alike.
- The typical workload for a recruiter these days is easily three to five times more than what it was a decade ago.
- Recruiters do not have time for small talk so, if you are loquacious, you may find yourself being cut off often.
- Job seekers that are driven solely by money will often not hesitate to break prioir obligations and jump ship.
- At least 80% of job seekers embellish or lie on their resume in some manner.
- Some job seekers are driven by money, others are not.
- Because of the above items, job seekers and recruiters alike are very jaded and pessimistic, to say the least.
- Recruiters come in many flavors, though many have dealt with the typical contingency recruiter for the most part.
- No one is fundamentally evil, recruiters included.
- Every field has good people and bad people; thus, good recruiters must exist!
For job seekers, the reality is that working with recruiters may not be a worthwhile investment of time if you do not keep your scope very specific, be honest about your abilities, and do as much leg work as possible to make the recruiter’s job easier. Companies love using recruiters because most of the cost can be absorbed by the candidates (they take a percentage of your salary without you even knowing). How payment is handled depends on the arrangement that has been set up but that is definitely the typical deal I’ve seen. As I mentioned in my article about lazy recruiting practice and how it puts job seekers at risk (or at least a major inconvenience), recruiters are, at heart, sales people so it’s all about the numbers to them, the bottomline matters more (typically) than helping people.
If you happen to be one of those recruiters that wants to be helpful and really drive value to both your prospects and clients alike, this article is for you. After all, what job seekers has to do is a lot more simple: represent yourself more accurately, learn how to interview effectively, tailor your resume to the specific opportunities, and be authentic, energetic, and deliberate in all your efforts (in a nutshell). What can you, as a third-party/outsourced recruiter do to really be seen in a good light? I’m glad you asked. Read on…
Bad Recruiters, Identity Theft, and What To Do About It April 1, 2007
Posted by Yogizilla in Business Management, Career Coaching, Common Sense, Corporate America, Customer Service, Deliocioso, Digg Bumps, Dress to Impress, Hype & Buzz, Job Hunting, MLM & Direct Sales, Managing Expectations, Marketing, Rediculous, Relationship Management, Sales & Selling, Self Marketing, Selling Yourself, Storytelling.8 comments
Job hunters throughout the United States have cited that their biggest sore point in the job hunt is dealing with inept recruiters. Who can blame them? Recruiters typically repost the job ads that the hiring companies post on their corporate sites then only do the bare minimum to screen and prepare candidates. It has been my personal experience in recent
years that, if a recruiter does more than give you a vague description of the job and ask you to tailor your resume to include certain buzzwords, you have yourself a keeper. The general approach seems to be this: collect as many close fits as possible, herd them together, sell the hype, and hope that the candidates can do the rest of the work for you.
The reality is that recruiters are suffering along with job seekers. Job market saturation is arguably the byproduct of overseas outsourcing, widespread “right-sizing”, 1990’s dot-com collapses, and, of course, 9/11. Our economy has taken a hard hit and, as more and more fresh college graduates enter the workforce, it is not getting any easier, even for the most seasoned veterans in their fields. Recruiters are dealing with easily three or four times the workload that was expected in the “golden age” of the mid-90’s. There is also far more competition from other staffing and recruiting firms. The Recruiting Animal blog cites that the typical recruiter handles anywhere from 26-30 projects at a time on average, which is definitely more than recruiters experienced even 5 years ago. It’s no wonder recruiters are spending less time preparing and qualifying their candidates!
Digg, StumbleUpon, Web 2.0, Social Media - Why Should YOU Care? March 29, 2007
Posted by Yogizilla in Deliocioso, Digg Bumps, Hype & Buzz, Marketing, PR, Power of Presence, Time Killers, Viral & Word of Mouth.2 comments
Let’s play a game. I will toss some buzzwords at you and you stop me when you come across something that interests you. Here we go… De.licio.us, Technorati, Digg, StumbleUpon, Web 2.0, social media… Anything yet? Chances are nothing in that sentence really grabbed you. If it did, you may be amongst the 5% that actually cares about the ubiquitous Web 2.0 format and the push for social media. For everyone else in the world, why should YOU care? Let’s explore that now…
If none of the aforementioned buzzwords spoke to you, you may not be excited about the boom in social networking (the above diagram explains it all - well, not really); that is, all the sites like MySpace, Facebook, CherryTap, Hi5, LinkedIn, and the like that are out there. These sites are all part of a great movement called “Web 2.0″ by some, or immersive user-driven web design by others. The terminology changes around depending on whom you speak with. Those on the technical side will use more tech-speak while those more on the business or “soft side” of things will use more seller talk and marketing terms. In the end, Web 2.0, or whatever you call it, is about making the web useful to the average user again.
If you used the Internet before the dawn of the World Wide Web, you may recall Bulletin Board Systems (arguably the precursor to modern-day forums software such as YaBB, SMF, and PHPBB), Gopher, Usenet, Telnet, and other fun services that are now all but obsoleted. In these modern times where instant gratification is demanded by virtually everyone, people want things fast and their way. The savvy information seekers of the Digital Age know to use the Web to avoid what can otherwise be more noisy, crowded information channels (i.e. television and other well-established mediums). Web 2.0 comes along, as nothing more but a general idea, and says “the web is the vehicle for those adventurous, insiquisitive seekers - give them the keys to that vehicle.”
