Don’t like the prices you’re getting from Canadian providers? Neither do their employees. A recent CBC report has revealed that employees across numerous Canadian telecom carriers are being punished for trying to help customers get a better deal, or for having a customer cancel services on them.

The news comes mainly from Rogers, Bell, and Fido employees.

Jason Harley, who worked as a Rogers sales representative in a Kitchener, Ontario call centre for two years call the job “brutal.”

According to CBC, Harley, “is one of a handful of past and present telco call centre employees for Rogers, Fido and Bell who are speaking out as the CRTC prepares to hold a public hearing on the sales practices of telecoms, due to begin Oct. 22.” The inquiry was ordered by the federal government after hundreds of past and present telecom workers contacted CBC with claims of unethical practices.

Harley told CBC that sales representatives at Rogers earn points towards commission for every product or service they sell. However, they also lose points for every time they cancel a customer’s service. “I would do everything I could not to cancel a customer’s services, even though that’s what they wanted,” Harley admitted. He believes that the system created “a culture of dishonesty” at Rogers, where workers employed a variety of tactics to trick customers into not cancelling their service.

One tactic is what Harley calls ‘the hot potato game’, where reps would “transfer a customer who wanted to cancel a service to another agent, who in turn might transfer the call to another colleague.” The point being, the agent that gets stuck with the customer, is the one losing the points.

He even admits that sometimes sales reps simply wouldn’t record a customer’s request to cancel a service. Harley also says that he “often heard agents tell customers who wanted to cut services that it would be easier to go to a Rogers store to do that, instead of the rep handling it over the phone and getting financially penalized.”

Worst of all, Harley told CBC, “I think the most dishonest one is when they say they processed the cancellation, but they didn’t.”

Another employee echoed Harley’s story during her time answering calls for Fido, a Rogers subsidiary. “If I try to help them [a customer], my statistics will go down and I’ll be shown the door,” she told CBC. “So what do I want more? Do I want to help the person, or do I want a paycheque?  It stresses you out.”

Rogers is of course denying the allegations made by Harley and the anonymous Fido employee, saying in an email that the stories “do not reflect our values or our customer service practices and we have no tolerance in our organization for unethical behaviour.”

Stories from Bell employees are much of the same. Former Nordia employee – Nordia being a call centre company owned by Bell – Anthony Savage told CBC that “the incentive is to do as little as possible [for the customer].”

It is no surprise that Canadian telecoms are facing complaints from customers, but all these damning stories from former employees give the complaints a lot of credibility. Do you think Rogers, Fido, and Bell will have to change their tactics?

Source: CBC.ca – Rogers, Fido and Bell call centre workers penalized for reducing plans, offering credits
Published: October 14, 2018

They power our smartphones, laptops, tablets, and the growing number of electric cars. Batteries are everywhere. But The Toronto Star has some bad news about them; the world might not be producing enough batteries to keep up with the consumer demand of the “smart” era.

The paper asserts that “All of the new demand from North America, Europe and Asia is constrained at the moment by a market that remains heavily dependent on a few producers.”

A large contributor to the new demand comes from the electric car market.

“Today, there are more than 3 million electric vehicles on the road worldwide; by 2025, Volkswagen AG alone plans to build as many as 3 million electric vehicles per year. Those vehicle batteries — in addition to storage batteries for homes, businesses and utilities — will have to come from somewhere,” says The Toronto Star.

The Star says that a key player in the battery shortage is South Korea: because of some change in government policy, the country’s main battery producers Samsung SDI and LG Chem – two of the leading international manufacturers – are “prioritizing sales in their home country.” Meaning, relying on batteries coming out of South Korea might have disappointing results in the future. The Star explains that U.S buyers in particular “often rely on Korean-made batteries. Almost 60 per cent of the utility-scale batteries deployed in the U.S. last year were made by Samsung SDI and LG Chem.”

Larash Johnson, chief technology officer of Stem Inc, one of America’s largest U.S battery companies, told The Toronto Star that “There is definitely some tightness in the global market. It’s one of the reason we’re looking for new suppliers.”

Another large battery supplier is Tesla, which has a sizeable battery factory in Nevada. Despite its high capacity for production, Tesla “can pick and choose who they want to deliver to” and “they are not delivering to everyone.” As The Star says, “Together, Tesla and the Korean battery-making giants can expect to enjoy intense demand.”

These three companies might have a near monopoly on battery production, but another potential source for production expansion is China. New factories are popping up across the country with huge capacity for production.

Source: thestar.com – For now, at least, the world isn’t making enough batteries
Published: October 5, 2018

It can be annoying when your smartphone, laptop or tablet sends you repetitive notifications about those pesky software updates. They are easy to ignore, rather than taking the time out of your day to update. If you are one of the many people who do this – because we know you aren’t alone – Popular Science has some advice for you.

In an article attempting to convince you not to ignore these updates, Popular Science says, “Gadget updates take care of a lot of problems, but their most important application might be security. When disasters strike, they usually hit hardware that’s running outdated software. To prevent this, manufacturers will regularly roll out crucial patches that protect your laptop, phone, and other gadgets from the latest threats.”

So while you might not care about getting the latest slew of emojis, there is some real benefit in updating your device. In fact, it could be a real safety concern if you don’t. On top of that, a lot of performance issues you might be experiencing could be related to not installing updates.

“If your gadget suffers from poor battery life, can’t connect to Wi-Fi properly, keeps displaying strange characters on screen, a software patch might sort out the issue,” Popular Science explains.

Each device is different in terms of when and how many updates you are likely to receive. iOS devices get updates much more frequently than Pixel phones, for example. If you are an iOS 12 user, you even now have the option of using the new Automatic Updates feature, selectable on the Software Update screen. By choosing to enable this feature, your device will “automatically apply patches overnight, waiting until the device is idle, plugged into a power charger, and connected to a Wi-Fi network.”

Source: popsci.com – Stop putting off your device updates – here’s why
Published: September 23, 2018