Latest news with #customercare
Yahoo
a day ago
- Business
- Yahoo
Hero staff member honoured for swift emergency aid
A gambling venue supervisor has been praised for his calm response during a medical emergency. Robert Dolbien, an employee of the adult gaming centre MERKUR Slots on Shirley High Street, Southampton, was on duty when a customer began experiencing a seizure. Acting swiftly, Robert rushed to her side, prevented her from collapsing, and stayed with her until paramedics arrived. His prompt actions and calm demeanour ensured the customer's safety during the distressing medical episode. Recognised for his quick thinking and care, Robert was selected from over 2,000 colleagues to receive the Employee of the Month award from MERKUR. Simon Rowlands, the marketing director at MERKUR, said: "Robert showed incredible care and composure in a very serious situation. READ MORE: Prestigious award for woman behind South Coast's biggest property event "His instinctive reaction and the calm way he supported the customer were truly impressive. "Robert's response was a great example of someone simply doing the right thing when it mattered most. "We're grateful to have team members like him." Team members and customers have expressed their admiration for Robert's actions. Katarzyna Abdelmoaty, the venue manager at MERKUR Slots Shirley Southampton, said: "Robert made sure the customer was safe and comforted, and he stayed completely in control throughout. "His actions reassured not just the customer, but everyone in the venue. "We're incredibly proud of him." For more information about MERKUR Casino UK, visit Reflecting on his actions, Robert said: "I just wanted to make sure she was OK. "I saw she was in distress and knew it was important to stay calm and keep her safe until help arrived. "I'm glad I could be there when it mattered." MERKUR is now considering Robert's nomination for possible national recognition at its annual employee awards, which celebrate the achievements of exceptional team members from across the UK.
Android Authority
2 days ago
- Business
- Android Authority
Here's why I would avoid the big carrier stores in 2025
Edgar Cervantes / Android Authority Although the three main carriers have significantly increased costs over the past few years, until recently, they still stood out from prepaid services in several major ways. As I pointed out in another recent feature, that's less true in 2025. Not only have perks and extras worsened, but recent moves have also undermined one of the biggest advantages postpaid carriers previously held: the presence of physical stores. Personally, I've been shopping without in-store support for decades, but that's because I'm a nerd and have always found it easier to handle things on my own. For an elderly grandparent or someone who just isn't into tech or research? In-store support can be an excellent way to learn about new devices and plans, or to receive in-person troubleshooting, or at least it used to be. According to the J.D. Power 2025 US Wireless Customer Care Service Survey, overall customer care satisfaction across all US carriers has fallen for the first time in two years. The areas seeing the steepest declines were website experience and in-store experience, dropping by 10 and 8 points, respectively. Keep in mind that this survey also factors in several prepaid brands, but the majority of in-store experiences still come from the Big Three carriers. It doesn't take much digging to find regular complaints from actual Verizon, T-Mobile, and AT&T customers in online communities, which I'll cite a few times throughout this article. So, what exactly has led to this customer service decline, especially in-store? Honestly, there are several factors broadly affecting all three major carriers. Employee cuts across all three networks As costs have increased, all three carriers have implemented aggressive employee cuts, impacting both call centers and in-store staffing. Here are some of the most significant cuts from the past few years: AT&T eliminated 9,500 jobs in 2024 alone . Many of these cuts specifically targeted customer service roles, resulting in a much leaner staff of approximately 141,000 employees in 2025. For perspective, in 2018, the company had around 230,000 employees. . Many of these cuts specifically targeted customer service roles, resulting in a much leaner staff of approximately 141,000 employees in 2025. For perspective, in 2018, the company had around 230,000 employees. Verizon announced plans to cut 4,800 jobs in 2024. Verizon now employs fewer than 100,000 people in total, marking a drop of about 20,000 employees over the past three years. Verizon now employs fewer than 100,000 people in total, marking a drop of about 20,000 employees over the past three years. T-Mobile laid off roughly 600 employees in 2023. Most of the employees were management, which still affects operational efficiency. Although T-Mobile hasn't seen layoffs as substantial as the other two carriers in recent years, it started out leaner to begin with. Since 2020, T-Mobile has cut about 5,000 jobs in total. Changes to in-store experiences and internal systems Joe Maring / Android Authority With fewer employees, all carriers have turned to restructuring operations using new tools and cost-saving optimizations. Often, these changes result in a considerably weaker in-store experience. Let's examine the key changes each carrier has introduced to internal systems and the in-store experience over the past year or so. Verizon has introduced a new Personal Shopper tool In addition to closing its two-story flagship store in Chicago, Verizon has been making several subtle yet impactful changes affecting in-person customer service. Though widespread store closures or drastic in-store changes haven't yet happened broadly, this is gradually shifting due to Verizon's introduction of the new AI-driven Personal Shopper tool in 2024. On paper, this tool seems innocent enough — offering suggestions for add-ons and services based on customer profiles, trends, and usage data. However, numerous Reddit reports indicate customers frequently find that Personal Shopper automatically adds these recommendations to their account. If customers aren't vigilant and manually remove the suggestions, they may inadvertently pay for extras they didn't explicitly request. This issue isn't limited to customers directly; whenever a customer service representative accesses your account, the Personal Shopper tool also activates, making it easy for even honest agents to accidentally add unwanted services. In cases involving unethical agents, these extras might be left intentionally. T-Mobile has repositioned T Life as its in-store tool Last year, T-Mobile introduced the T-Life app, consolidating multiple apps and services into one streamlined interface. This app allows customers to add plans, purchase devices, and perform actions without needing direct customer service intervention. Gradually, the app's role has expanded significantly, to the point where in 2025, you cannot add a phone, plan, or accessory without using T-Life. Today, obtaining in-store help from T-Mobile typically requires handing your personal device to the representative, complete with the T-Life app already installed. Store tablets are permitted only under specific circumstances, such as transactions involving cash payments or customers without a functional smartphone. Even customers initially lacking the app are instructed to download T-Life before a representative can properly assist them. AT&T announced plans to cut 250-320 company-owned stores back in 2020 Thankfully, AT&T hasn't aggressively implemented AI tools or similar app-centric in-store initiatives (yet). However, AT&T has steadily reduced store staffing, as previously noted. Additionally, they've closed more locations than their rivals, fulfilling a 2020 announcement to shutter 250 to 320 company-owned stores. While AT&T hasn't made internal system changes affecting customer interactions as significantly as Verizon or T-Mobile, this doesn't mean similar shifts aren't imminent. Strict employee targets are starting to impact customers negatively Dhruv Bhutani / Android Authority Beyond employee reductions and new digital tools, the nature of commissioned sales has become increasingly aggressive, driven by ever-stricter corporate sales targets. Even when Verizon, AT&T, or T-Mobile representatives genuinely want to assist customers, they're pressured to employ high-pressure sales tactics such as pushing the most expensive phones, plans, and accessories — even to an 80-year-old grandmother with minimal needs. Numerous Reddit threads and online community discussions have highlighted how restrictive these sales policies can be, particularly at T-Mobile stores. For instance, third-party store employees technically can accommodate a customer's request to switch to a Go5G plan rather than the newer Experience plans, but they won't receive commissions. Likewise, using in-store tablets instead of customer devices for interactions can result in serious repercussions for employees. Aggressive sales goals also incentivize employees to neglect or inadequately assist customers unlikely to make substantial purchases. For example, last year, Reddit user Prize_Instance-1416 described how Verizon representatives refused to sell him an iPhone 15 Max outright, instead insisting he sign up for a new line to receive a 'free' iPhone 14. Transparency issues are also prevalent, as sales representatives feel intense pressure to meet demanding upsell goals. An extended family member of mine experienced this firsthand at T-Mobile, where a representative manipulated pricing figures, implying only a slight increase of $5–$10 monthly, but the actual bill later increased by $80–$100. The discrepancy arose from new fees and taxes excluded from initial quotes, alongside charges applied to previously free lines. Although technically accurate about base prices, the representative failed to clearly communicate the added costs and fees. If you prefer in-person help, what are your options? Edgar Cervantes / Android Authority If you genuinely prefer in-person help, several alternatives exist to visiting big carrier retail stores: For plan-related help, utilize your carrier's online and phone support options. Many carriers also have agents accessible via Reddit for sharing quick photos or other details to expedite support. iPhone user? Apple fans often receive better customer support directly from Apple Stores, especially regarding device-specific issues. Consider third-party service locations for phone-related setups or troubleshooting. Though you'll pay for assistance here, these outlets come with their own potential drawbacks, including similarly aggressive sales tactics. Explore prepaid carrier options like Cricket, Metro by T-Mobile, or Total Wireless, all of which provide varying levels of in-store support. Generally, you're better off avoiding the Big Three carrier stores. Do as much research and purchasing independently to sidestep shady sales tactics or accidental billing issues. If an in-store visit is unavoidable: Always double-check terms and ask clarifying questions about taxes, fees, and unexpected add-ons. Have a specific plan, phone, and features in mind to resist unnecessary upgrades. After visiting a store, promptly verify your account details in your carrier's app and carefully review your next bill for accuracy.
Phone Arena
4 days ago
- Business
- Phone Arena
Verizon found another way to cheer customers up in addition to giving them merch and gift cards
Verizon is on a roll. The company today announced an AI-powered overhaul of its customer care and increased focus on its rewards program. The company is even giving away free Amazon gift cards. That's not all. The carrier is also handing out free lines, as expected. Apparently, Verizon is contacting customers who are eligible for this offer. The line will be free for 36 months, as long as the plan is Unlimited Welcome. After that, you'll be charged $55 every month. For the more expensive plans, you'll have to pay the price difference. As is often the case with promos like these, you'll have to pay upfront, but the cost will be reimbursed to you in the form of monthly credits. Taxes and other fees will be on you, which will come out to be around $6-$ also no contract involved and you can cancel anytime you want. In addition to free lines, Verizon is also giving out merch and gift cards. | Image Credit - The Mobile Report The free line will only get you 5G data and you won't get any hotspot data. Speeds will be throttled after 50GB of usage. You'll also have to bring your own device. For the full terms and conditions and any requirements specific to you, you may want to consult a sales representative before going for the offer. For instance, you might be required to migrate from your grandfathered plan or lose a discount if you exceed a certain number of lines. That said, this offer doesn't seem to have the same requirement as so-called free lines previously doled out by Verizon , as noted by Android Authority . Those offers often used to be only for the fourth line. Overall, this sounds like a pretty good offer and it's best to take advantage of it. If you haven't already received the offer via text, you might want to check the Verizon app or website to see if it has been offered to you or contact customer care. That said, since this looks like a targeted deal, you might not be able to trigger it if you aren't eligible. Some users say that it's best to visit a store to redeem the offer, instead of trying to activate online as that may lead you nowhere. Secure your connection now at a bargain price! We may earn a commission if you make a purchase Check Out The Offer
The Independent
4 days ago
- General
- The Independent
Lidl recalls air fryer as customers warned to stop using product ‘immediately'
Lidl has issued an urgent recall for its Tower 8L Dual Basket Air Fryer due to a significant fire hazard. The recall is specifically for models with the code T17129L, which pose a risk of overheating. Customers are strongly advised to stop using the affected air fryer immediately if they own one. To check if their unit is affected and for return instructions, customers should visit Further information is available by contacting Lidl customer care via email at or by phone at 0203 966 5566. Lidl issues urgent recall on popular kitchen item due to fire hazard
The Independent
4 days ago
- General
- The Independent
Lidl issues urgent recall on popular kitchen item due to fire hazard
Lidl has warned customers to stop using an air fryer it sold 'immediately' due to a 'fire hazard' associated with the product. The retailer issued an urgent recall notice for the Tower 8L Dual Basket Air Fryer, which is said has a 'risk of overheating'. Customers have been asked to check whether their products has the code T17129L and to return it if so. The batch number can be found on a white sticker on the base of the product. 'Our supplier is recalling the above-mentioned product due to risk of overheating, which could present a fire hazard,' the notice read. 'If you own one of the affected models, please stop using it immediately.' It added that customers should contact the supplier at to check if their unit is affected and follow the instructions for returning it. People who have bought one of the devices can also contact or phone 0203 966 5566 for more information. No other Tower products have been affected by the recall. Earlier this month, Lidl issued a product recall for Harvest Basket Hash Browns with the batch number 5144L and best before date of the May 24 2027. Lidl GB recalled the product due to the 'potential presence of foreign bodies (metal)' which may present a choking hazard.
