The Engadget Mobile Interview: Sky Dayton, CEO of Helio

Last time we sat down with you it was a few months before Helio had launched. A year later, how has it been? Where are things now?
Yeah, so when we had last talked, we had no members. It was just an idea. It has been an amazing ride so far. It is great to be here and be able to talk about Ocean for the first time. Something we have been working on since even before Helio was a company.
I remember you mentioning a year ago that you had a Sidekick competitor coming out.
We were coy for a long time. We were just so focused on building it and working really hard, with a lot of travel to and intense amount of work by our team, so it is great to be here and be able to talk about this.
Has Helio met your expectations? Have you hit the number of subscribers that you thought you were going to make? How has growth been?
The growth has been incredible. There are some numbers that were announced as of the end of the year. This is a company that really came from nowhere and we exited the year with over a hundred million revenue run rate and an ARPU [Average Revenue Per User] of $100 per member, which is twice the industry average. So, it has been fun. The coolest part about it is how much we have been able to innovate in an industry that is not really known for a tremendous amount of innovation, at least when it comes to carriers. I counted, I think 13 industry firsts in our first 12 months. I think six of those are in Ocean. Things like the world's first dual-slide. Probably the most integrated messaging application on mobile device, IM, text, and picture messaging, email from all the major portals. Corporate, email, POP and IMAP all in one place. Presence detection in the address book, so if I want to contact Justin [Ried, Helio's Marketing and Communications Manager] I can see his phone number. I can see his e-mail address. I can see his IM and if he is logged in right now and I can see that in the address book. No click search. I think is another industry first on the device, just out of the box just start typing and a search comes up. So it has been great. This is realizing a lot of the promise that we came into Helio with.
What has turned out to be a real challenge over the last year? The MVNO market is not an easy market to break into here, or anywhere, but especially here in the US. ESPN dropped out of the market. Amp'd has obviously had its struggles. Is there anything that turned out to be harder than you were expecting? What surprised you about the market?
You know, it is really important to bring something different to the market. It is not, you know, about taking an off-the-shelf phone and slapping a logo on it and marketing it. Helio is more like a traditional carrier in our ability to innovate, but then we go even beyond that in our capabilities, so, I think to really bring something different to market is complex. It is a big business. It is a scale business. If you look at Ocean, we are heavily involved in this device from the design of the device to the software that runs on it, the operating system, the integration with back end systems. And a lot of the key building blocks that we were able to put in place over the last couple of years you can really now see. So, I think there is going to be a limited number of competitors. I think we have demonstrated our ability to innovate, and in some ways I think we are the most advanced carrier in the .
One of the complaints that people have made about Helio since you launched is that the service is too expensive, especially given that you're aiming at a younger demographic. How much resistance have you seen to the pricing you have in place for your service plans? Are there any plans to lower the price of your service plans?
If you just want voice, like if you just want to talk, that is not what Helio is about. But when you add up the cost of unlimited text messaging and picture messaging, unlimited web browsing, access to MySpace, GPS, all the stuff that is part of the Helio All-In plan, it is actually very competitive. $65 is the entry level All-In plan and that compares very favorably with you'd get from other carriers if you add in all those things. In most cases it would cost more than $65. [Helio] is actually very affordable and I think that's the reason our ARPU [Average Revenue Per User] is higher is because our members are really active. On average they send and receive 400 text messages a month. I think the industry average is like 50. They are voracious users of MySpace Mobile and GPS-enabled Google Maps and Buddy Beacon. They use it. And that is why we say don't call it a phone. It is so much more than that. So, it is affordable. The pricing that we talked about for Ocean is $295 and, at least for us,for the first time it's all the creativity that we have here at Helio expressed in a device.
And we are looking at a May release for the Ocean?
It'll be later this spring.
One of the ideas that seems central to Helio is the notion that vertical design innovation and vertical integration of these phones is important to make an impact in the market. When you look at the Ocean and you look at the iPhone, those are obviously very vertically oriented products. I am curious if you think that that is where the industry is headed, because there are a lot of people who would prefer that the wireless industry were more like the PC market.
I think that is a really good point. You know, design has not been part of the language of the carrier industry. If you walk into typical carrier store and look at the devices, they all pretty much look the same. You've got your folders, you've got your sliders, you got your bar-types, you've got your QWERTYs. I think that we are now entering a phase where design is important and consumers want to look for that, and it is not just the design of the device thing, the ID, but the design of the software.
We are unique in that we really care about that and we have the capability to influence and then that means, a lot of times going deep into the guts of the product to make it work. We are part of the next wave of wireless, which is specific products and brands targeted to specific types of consumers. We are not for everybody. We are designed for a specific consumer that cares about this stuff. I think that's a big trend that is going to play out where you have the large generalist carriers, they are like department stores. They sell a little bit of everything to everybody. If Verizon is J.C. Penney, we are Urban Outfitters. And it is not only a different brand, but a different target.
You knew this was coming: How do you think the iPhone is going to impact the wireless industry in general and Helio in particular?
I think that great design promoted broadly is going to help consumers make that a part of their buying decision for the first time. They're going to be saying, "Wow, you know, I want something that looks cool and has a great UI," and they are going to actually care about that now. And I think that is something that really plays to Helio's strengths. I think from a price point perspective, $500 to $600 subsidized is expensive. It is definitely entering as a top end product. In any market you are going to have different price points and different consumers will go to them. However, I think that there has never been a massively successful consumer electronics device that relies entirely on an input mechanism that has no tactile feedback. You remember Tron. The keyboard in the desk and everyone is like, "Oh, my god, that is the future." Well, here we are in the future 20 years later and nobody does that. Why? Because you need to feel like you are touching something. At the same time, we are different. We created a device that is really all about communication, with incredibly well integrated IM and email and text and everything in one place. Presence detection in the address book. On a 3G network and one that doesn't really compromise on the things you want to do. You want to talk, so making calls is great. And you want a QWERTY with a layout that feels comfortable, and buttons that you can feel that you are actually pressing.
How has subscriber growth been? Is it continuing at the pace you were expecting or is it starting to level off? What sort of targets do you have for this year?
Well, I can share with you what has been announced publicly, which is that we are on track to hit our first 100,000 members in Q2.
Is it growing as fast as it was six months ago? Is the pace of subscriber growth accelerating or slowing?
It's been like drinking from a fire hose!
If you have 100,000 subscribers now, how many does Helio need to be a sustainable business venture?
Since we are a joint venture of two public companies they talk about that stuff and they issue guidance, and that stuff is out there, which you can look to from analyst calls and earnings releases. We get to focus on the product stuff.
Speaking of venture partners, EarthLink is introducing a WiFi VoIP phone, can you tell us whether there is going to be some crossover between EarthLink and Helio and integration. Will we see a Helio phone with WiFi in it that does VoIP?
As you know, we are pretty good at keeping our products close to us until we are ready to talk about it. Clearly, it is an area that is very interesting to us, as you can imagine for many reasons.
How is the relationship with SK Telecom?
Oh, it is great. I was just there last week, I love Korea.
How involved are they with the designs of the handsets? There is obviously a lot of expertise there, especially when you talk about EV-DO devices.
Yeah, we get to tap into SK Telecom's resources, they spend $200 million a year in R&D, which is very unusual for a carrier. Most carriers just let their vendors do the R&D. They do their own primarily R&D and we get to use that. Even so, we are also doing some things that haven't been done, even in , and that is satisfying. The team that we have that came from SK Telecom are rock stars and that is one of the reasons that we are able to do a lot of what we do.
Mobile digital television is very big in Korea, with a lot of devices coming with built-in DMB tuners. We are starting to see the rollout of similar systems here in the with MediaFlo and Modeo. Is this something that Helio is thinking about offering at any point?
Let me ask you, when was the last time you watched linear programming?
On a phone?
Of any kind. When was the last time you just turned the TV on? At least for me, linear programming is over. I TiVo stuff. I download stuff. I watch what I want to watch, when I want to watch it. And so with Helio we've really focused on going out and getting cool content like The Onion, Ask a Ninja, Rocketboom, in addition to traditional stuff like music videos and MTV and Comedy Central and stuff like that. That has really been our focus and will continue to be.
Well, that actually begs another question, is Helio's closed platform holding back Helio users from using stuff like Slingbox or Orb to placeshift their content?
First of all, we have got a great Java Virtual Machine on it, so games and stuff like that are great. And we are able to integrate stuff because we our common layer is Java. What we try to do is to, say, start with something like MySpace and if we want to enable people to access MySpace, how do we do that? How do we make it really work? And really think about that experience, too. We have an HTML browser on there, so you can go to the MySpace site, but it is not nearly as good as the application that we created that.
We keep thinking about an experience and then how to translate that experience into this device. How it works in landscape and portrait. How it takes advantage of the keyboard. How it does all these cool things. And, so far we have been able to do it and we are going to keep innovating. If you come to Helio we have this thing on our badges that says, "Innovate or die." And it is something we try to think about every day.
So then what is the next step in mobile device innovation and mobile technology? Where do you think things are going?
Well, I think QWERTY is a trend that will continue. There is a trend that we are already on, and that is the integration of different pieces. For example, there is something on here called Helio UP. With it you can GPS tag a photo or a video or add other tags and create. It's about access, about being able to connect, not only to your friends, but to your content, and share it and transact it. You know, we introduced gifting and begging to this market and the ability to share purchased stuff with your friends, whether it is a music video, a song from our music store, or a ring tone or whatever. I think we are going to see content become like particles of communication that are transacting and shared between people just like e-mails or pictures or anything else.
Where would say things are going in terms of devices?
You know, I think with Ocean it is the first time that you've got something that doesn't compromise on the things that you want to do, I think this is huge. In terms of device trends, I don't know. We may have reached the point of the pendulum swinging to the apex of the other way, which is small. It is like calculators in the Eighties. Remember when calculators were big and there was a race to make calculators as small as possible? It was the corollary to making the boom box as big as you possibly could, to the point where had to have a hand truck to carry it around. We will find an equilibrium of the right size, a combination of size and the things that we want to do. Being able to have a roomy keyboard that is wide, I think that is really cool. IBut when I do this [dials a number on the Ocean's numeric keypad] I don't want a roomy keypad. I want something that is narrow. So, I'll let you guys speak on the trends, but I think we might be on to something.
Thanks for your time!




















Reader Comments (Page 1 of 1)
Clay @ Apr 9th 2007 4:19PM
Helio could expand so much more if they just offered Family Plans or the ability to add a phone to a plan for a fee. Too bad it doesn't look like anything like that will happen any time in the future.
akelley @ Apr 9th 2007 5:42PM
RE: Helio could expand so much more if they just offered Family Plans...
Geez... there will always be someone wanting more.
Clay @ Apr 9th 2007 6:55PM
RE: Geez... there will always be someone wanting more.
Is there anything wrong with wanting better out of something? I was stating a fact: Helio could expand so much more if they offered Family Plans.
bgdc @ Apr 9th 2007 7:11PM
He's right. My fiancee and I would get Helio if there was a family plan. Why on earth would be opt for Helio if it'll cost us 120 a month v. 85 a month through VZW/Cingular?
They don't even allow unlimited in-calling. My god, we'd go through our minutes each month just talking to each other.
julian @ Apr 9th 2007 8:45PM
i do not think any of you are teen agers
Dave Findlay @ Apr 9th 2007 9:04PM
They don't have a family plan but they do have a shared plan:
From their FAQ:
"
Does Helio offer a Share Plan?
Yes! Share the love with the HELIO Shared Plan. For just $60 per month, you can enjoy our 1000 minute A La Carte plan. If 1000 minutes isn’t enough to satisfy you, upgrade to our 1500 minute A La Carte plan for only $20 more per month. Once you have chosen the plan that meets your needs you can add up to four lines for just $10 more per month per line.
"
bessie31 @ Apr 9th 2007 9:06PM
for me, being a power user, i will stick to cingular, because it will let me access my own content and use my own preferred GSM handset. however if you want predefined content and still be somewhat of a power user, helio seems like a good option. how come no one asked him about Earthlink's $100+ (and SK's $200+) million dollar losses in Helio? that's what i'm wondering. i dunno about other people but a perfect carrier for me is one that is not at all vertical but just the opposite. i just want the connection; i can figure out the rest...
GrandMasterUseless @ Apr 9th 2007 9:29PM
Having been on Helio when the only two handsets were so much less cool than the current crop... Helio is indeed a bargain for what you get: I don't know what you're referring to, but their "all-in" plan, is truly ALL-IN. You don't pay for anything other than downloaded content. Free 3g.
Unfortunately, in my particular area, the Sprint Voice network is particularly lackluster, and the phones will only kick over to Verizon when the signal is completely gone. making voice calls was a pain in the ass. (imagine going back to purposefully blocking the signal, so it will kick into roaming)
I think they've got a great angle, for an MVNO. they should try to market just a bit more to up-scale gadget grubbing tech nerds (like myself) if they could put out something just a bit more like the blackberry pearl, with stereo bluetooth. I'd probably switch back.
Tucker @ Apr 9th 2007 9:31PM
All I can say is that being a helio customer is awesome and awful at the same time. Awesome because I love the plan and for the most part my phone, what I hate is the god awful customer service, most definitely an industry low, and honestly I have yet to see innovation other than new phones. In the time I have been with helio there is still no way to upgrade to a new phone, the web browser hasn't been updated, and let me tell you it sucks, and there have been no new applications. PLEASE PLEASE PLEASE invest money in keeping your customers happy, new applications, an upgrade plan, and for christ's sake some freaking customer service. I know more about my plan and my phone than the CSRs, they all tell me to look on the website, and let me tell you there's not much there.
csjk789 @ Apr 9th 2007 9:33PM
you know, they have something right with the closed platform. I'm a major geek and I've got my BlackJack tuned to exactly how I want, right down to overclocking the processor, but for the average user that picked up a BlackJack, they wouldn't know what to do with it. As far as Helio's business model is concerned, to provide ordinary people with a phone that they can use all the features of, I think they're set.
I might have to go out and pick up an Ocean, just to see what its like; it looks pretty cool.
Jean-Michel Decombe @ Apr 9th 2007 9:44PM
I would like to see a speed texting competition once the iPhone is out for a little while and compare who comes on top. I bet the iPhone user will with some practice, but we'll see. As for the Urban Outfitters comparison, wow, that is definitely a turn off.
Andrew @ Apr 9th 2007 10:06PM
They say that if you don't have something nice to say, you shouldn't say it. It's dirty pool to slag off someone else's product. And to do it by criticing the iPhone's lack of keyboard is just plain classless.
A simple "we hope that Apple expand the market for everyone, and we think that a side-by-side comparison between them and us will show people that we have far more to satisfy the web-centric youth market" sounds better, and drives users to check you out.
As you stand now, you're the guy who predicted that iPhone would fail because it doesn't have a keyboard...wouldn't you rather be remembered for your excellent product??
-Andrew
Darnell @ Apr 9th 2007 11:24PM
Hmm. He was selling the brand hard. Didn't drop any hints on new products or innovative tech, shrugged off any financial/growth questions, took shots at the competition... Yep that's a CEO-no he didn't if I ever read one.
decypher44 @ Apr 9th 2007 11:36PM
So I get Cingular for $39/mo (after fees - corp plan). If I bought an iPhone over the Ocean, I would pay approx $200-300 more. However, in a year, I would save $360 in fees (Cingular vs Helio). Price point advatage = Cingular/Apple.
Lee Roy Brandon III @ Apr 9th 2007 11:46PM
I've had my Drift for several months now, and I love the performance it gives, even in a non-3G area. I went from carrying my pocket pc and a cell phone, to just the "device". There's a bit of a learning curve with the media player, but the best surprise has been on-the-fly eBay checks while I'm out rummaging for old stereo gear at thrift stores and pawn shops. Using the file manager to go over powerpoints before pulling the card and getting in front of the crowd. Navigation with the GPS (or just killing time looking at places I'd like to visit). I think Helio has done well in combining a multitude of functions into a streamlined device, and I still maintain my Orb account for when I need to tap into my home PC, but my iPaq has been gathering alot of dust recently... AT&T (suncom/cingular) had me for 9 long years, but Helio showed the love and didn't even require a contract.
BowserUSC @ Apr 10th 2007 12:31AM
That phone looks an awful lot like the mylo, does anyone know if theres any connection?
evagator008 @ Apr 10th 2007 1:32AM
I had the helio hero, but the bill was 140 per month, and all I downladed were two music videos. They charge you for every little thing. But, the service was great, and also very cool and modern.I do think they could have made the ocean look a little thinner and cooler though.
fuddes @ Apr 10th 2007 2:26AM
Well that interview was a whole lotta nothing.
PEZ @ Apr 10th 2007 6:44AM
Darnell - He was ASKED about the iPhone, what is he supposed to say.."Id buy one?" STFU.
Another thing - most of you commenting on Helio dont know what the fuck the company offers. They are a data-centric company with features that suite the younger crowd, or people who enjoy keeping connected with those specific services.
To bitch abotu fmaily plans is like sutffing cabbage up your ass without cooking it first.
There are 6 carriers out there that will give you a family plan, but only ONE who gives you unlimited data services included with your voice plan, with 3G.
Dopes.
Frankie Bloise @ Apr 10th 2007 6:45AM
I really admire this guy.
He found Earthlink having less than 20 years old in 1994.
He knows what he's doing.
james stringer @ Apr 10th 2007 7:20AM
Lol in NZ we pay $10 for 2000 txts, most of us (teens) send more than that, so we buy another phone so we get 4000 for $20. Contacts are lame, and americans are cheap. I pay $600 for an average "take out drinking phone" (although to most people here, that would be there good phone, but I am rich so meh! [I earn 150-200 a week and I'm 16 and still at school :-P) We don't call alot in NZ, to call someone...you actualy got to have a reason...with Txt messaging you can just give em a message saying "Hey" and have a chat. Although I really want a Helio MVNO here, Because Only our GSM carrier Vodafone has Cool handsets but everyone uses Telecom(partner of Sprint) So I have really no option(as you get charged more for calling and Txting between networks),
Churr bae
James :-P
PEZ @ Apr 10th 2007 7:27AM
Darnell - He was ASKED about the iPhone, what is he supposed to say.."Id buy one?" STFU.
Another thing - most of you commenting on Helio dont know what the fuck the company offers. They are a data-centric company with features that suite the younger crowd, or people who enjoy keeping connected with those specific services.
To bitch abotu fmaily plans is like sutffing cabbage up your ass without cooking it first.
There are 6 carriers out there that will give you a family plan, but only ONE who gives you unlimited data services included with your voice plan, with 3G.
Dopes.
barimo @ Apr 10th 2007 9:16AM
Is the cabbage any better after it is cooked?
Cored @ Apr 10th 2007 9:51AM
@ 19 + 22
Ah bee doo bee dabee daba cabbage! Blah blah blah, gooba gooba fuck gabba. Ooh be baobbi Helio doo bee doo. Yadda nadda blabba family plan mescadoo!
English mother fucker, do you speak it!
Helio is a joke. Helio is cute, but Helio won't last. While I appreciate their desire to cater to kids, that's not exactly what I would call a user base to rely on; financially and all. I'd be surprised if they make it through the next recession.
MagusDF @ Apr 10th 2007 12:24PM
Helio will continue to do well ontil other carriers change their data plans. There isnt anything out there thats even remotly apealing to compared to all-in plans what helio offers.
I'm willing to suffer through a closed platform. But this phone contains some features a year lacking form anything they had out. HTML browsing for one.... Its also hard to imagine a data centric company just now meeting the querty demand...
Jessie @ Apr 10th 2007 4:35PM
I have the Helio Drift. I don't see where the complaints come in about Helio being more expensive. This is the cheapest service I've ever had for what's all included. i have the all in plan and with tax and everything pay about $80/month. I do A LOT of text messaging. I never come close to go over my minutes because of the unlimited nights and weekends (I work all day Mon-Fri anyway, so no need to use my plan minutes most of the time.) I mostly text message and LOVE that I can send and receive as many text as I want. I'm a clubber and text messaging is the easiest way to communicate in loud clubs, so I'll easily send at least 100 text message in one weekend alone. The Myspace mobile thing is great. When I do go out, I take tons of great pictures and instantly upload them to Myspace on the spot. And my service on Helio has been outstanding. I have not experienced a single dropped call in the six months that I've had the phone. I came from Cingular and got use to dealing with a lot of dropped calls, dispite their advertising being the network with the fewest dropped calls. I've also had to call into customer service a couple of times. I haven't had a single problem with their customer support, and, in fact, their customer support has been the best from any cellular company I've dealt with. I had some issues with my phone when I first got it and I called them up to see if they could discount that month for me and they took $50 off for me. Dealing with Helio has been the best experience I've had as far as cell companies go. My only gripe: No flip phone. I LOVE flip phones.
Dipthong @ Apr 10th 2007 6:44PM
Technical question here kids.
As we all know the government said the phone companies have to unlock all phones and the have to be able to be used by any network. That's great for GSM users, but for those on a CDMA network it's tough cookies. The reason being is that for a phone to work on the CDMA carriers network (sprint) the serial # (esn) of the phone has to be put in put into the system.
Helio is an MVNO on Sprints network. Logically for a helio phone to work the phones ESN as to be put in and ok'd on the sprint network.
Why would i not just be able to to get my sprint phone # and msid and put that into a helio phone and use it on the sprint network connected to my sprint account?
momo @ Apr 10th 2007 10:49PM
"Helio is a joke. Helio is cute, but Helio won't last. While I appreciate their desire to cater to kids, that's not exactly what I would call a user base to rely on; financially and all. I'd be surprised if they make it through the next recession."
When the iPod first came, who bought it? The youth. Now what has it become? Something all ages desire.
The way Helio is going is smart. Helio SAYS they are for the youth, so older people ask themselves, "well, why can't I use Helio?" and curiously learn how to text, take pictures, and browse the web... much like how you see older people with MP3 players that barely figured out how to RIP a CD on their computer.
Helio is great for the youth and it is great for the older generation wanting to be youthful again.
Darnell: There is no written conduct for how a CEO is supposed to act. Maybe going against the norm is a better approach.
Andrew: What's wrong with being critical? People that are afraid to make public judgements and only say "nice" things makes this world worse. Companies, much like people, should always welcome criticisms. It's not like Sky did a Swift Boat Veterans number on Steve Jobs! Sheesh... calm down...
decypher44: You argument is so flawed. You're comparing your discounted Cingular MRC to Helio's retail MRC.
d-squad @ Apr 10th 2007 11:26PM
ive had helio for quite some time now~
i have the kickflip lol which is in dire need of an upgrade~
my bill is about 80$/month but like the other guy said i find myself txt-ing more than talking~and cingular just now introduced unlimited txt-verizon is jus god awful expensive and sprint has some boring phones-at least for me-so helio is my in between. im debating on whether or not to get the 8125 from cingular or wait for the ocean....
Blasko @ May 29th 2007 7:50PM
80 per month with $65 plan? like with taxes and all?
Alex @ Apr 15th 2007 11:16PM
It's amazing the lack of research some of these people have put into their opinions.... I've had Sprint, Cingular, Verizon, and now Helio and when comparing them all Helio comes out on top. My bills with all the "other" carriers were outrageous because of the amount of data usage and text messaging and calling I go through. I'm talking anywhere from 200 to 600 dollars a month! I would blow through the 1500 anytime min and the 2000 text messages a month that I had with verizon and I thought that was alot! Helio is exactly what they say they are. They cater to a specific need. The need for a great amount of over the air service for a not so great amount of cash.
It's amazing how critical some of you are without having a freaking clue! I'm a gadget guy I've had the newest and best phone for every carrier I had and assuming that the ocean isn't hype I'm sure I'll love it!
As far the ones that feel the need to bash Sky Dayton's company and his product.... Don't be jealous because YOU failed to accomplish something great in your pathetic little life and will never have the motivation, dedication, ambition or intelligence to accomplish a fraction of what he has!
"opinions only matter when one speaks them with educated insight of all aspects of the subject, otherwise one would be just highlighting his ignorance."
killabee @ Apr 18th 2007 2:35AM
I have high expectations of this phone. If it can deliver over a day's worth of battery life for a heavy texting user, a bill under 100, add your own ringtones, support for exchange flawless, I am definitely in. Sidekick is great but its flawed and its like a toy. This phone definitely has design in mind, it is so awkward to speak on a sidekick. I keep my fingers crossed, as far as iPhone, plans are not announced yet, it may be outrageously expensive as well. Apple fanboys will eat anything up that has an apple on it. No qwerty, no interest.
Jessie @ Apr 23rd 2007 9:47AM
As an update to an earlier comment, Helio now offers free mobile to mobile.
glenn @ Jun 15th 2007 12:50PM
big deal, theres no one i know besides me that has one...and ive had mine for a year now...the company is falling apart and i dont think the ocean is gonna save em...matter of fact im eating the cost of my kick and the early term fee and going back to a "phone" company...some of the things that have gone on in the last two months with my billing have just been unforgivable...and the customer service department, once one of the greatest things about the company, now sucks