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Fixing your phone: here is the hidden risk

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A mobile phone is a very private device and when we take it in for repair we have no idea what happens to our personal information. ASHARAF ROGERS, Technical Manager at weFix, gives some tips to make sure our private data doesn’t end up in the wrong hands.

Nearly one in five South Africans don’t have a password on their smartphone. With almost 9 million South Africans reportedly victims of cyber crime in the last year, according to a 2016 study by internet security company Norton, the need for heightened security measures for tech devices becomes abundantly clear.

As the consumer’s desire for convenience continues to grow, devices such as mobile phones become increasingly indispensable. Most people can barely recall a time when the functioning of a mobile phone was limited to making and receiving calls and text messages. Today, mobile phones are our bank teller, our PA, our work and personal email accounts and our family photo album. As a result, they are also our entire life laid open to unscrupulous individuals looking to steal our identity or commit fraud.

One of the most common ways that people render themselves vulnerable to such crime is when taking their mobile device in for repair. While you might think that the phone’s lock screen pin is secure enough to be in the repair shop for a few days, there are in fact data recovery applications that can be used to extract your phone data even when the screen is locked.

Asharaf Rogers, Technical Manager at weFix explains, “Mobile phones, as with most tech devices nowadays, are incredibly private in terms of the volume of personal information they contain. In fact what most people fail to remember is that regardless of how new their mobile phone is, the information stored in their smartphone is way more valuable than the actual device.”

Rogers warns that customers need to be very careful about who they hand their phone to for repair. Many new repair kiosks are popping up in South Africa and customers need to ensure that the technician is both adequately qualified to do necessary repairs and also trustworthy in terms of the data they can access on the device. Rogers suggests these four key steps to consider before handing a phone over:

·       Are you using a reputable technician? An expert will be certified, will fully understand ESD safety requirements and know how to handle dangerous situations such as a swollen or exploding battery. On the other hand, use someone without the requisite skills and you run the risk of a completely different problem appearing on the device, as well as misaligned screens or frames, or a device that was working before (think cracked screen but still functioning) that is now completely unusable.

·       Even though a surprising 30% of people have never backed up (according to Cloudwards), ensure you back up your device to iCloud, Google Sync or to a harddrive. This not only minimizes the risk of complete data loss as a result of an unsuccessful repair or intermittent problem on the device, but it means your private and prized data – including family photos – can be removed from the device for the duration of the repair and then uploaded once you have your device back.

·       Research conducted by Protect Your Bubble shows that 57% of men are responsible for dropping their smartphones down a toilet! A device going in for a camera or battery repair could get substantially worse if information, such as liquid damage, is withheld. So ensure you give accurate and true details to the technician about what’s happened to the device to avoid the exact faults or worse, returning after the repair.

·       Be prepared to surrender your passcode. If needed, you might have to turn off security features to ensure comprehensive diagnosis or repair of your device. This allows a technician to test all functions before and after repair. For example, disabling ‘find your phone’ assists in accurate testing so be comfortable with the technician with whom you’re leaving it.

67% of South Africans surveyed by Norton said they felt it was easier to control personal information before smartphones and the internet. Now more than ever, trust is everything when it comes to getting devices repaired so take the necessary precautions before giving your phone to anyone and avoid becoming a victim of crime.

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Huawei goes ultra-premium

Porsche Design and Huawei have launched the Porsche Design Huawei Mate RS in South Africa exclusive to MTN and retailing for R 26 459.

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The Porsche Design Huawei Mate RS boasts features like the world’s first dual fingerprint design, including an in-screen fingerprint sensor, the world’s first Artificial Intelligence (AI) processor and Leica triple camera with 40MP image capture.

“After the overwhelming success of the Porsche Design Huawei Mate 10 Pro in South Africa, we now bring you our latest offering, a perfect blend of innovation in a smartphone and luxury design,” said Likun Zhao, Vice President of Huawei Consumer Business Group Southern Africa. “From three-point security feature including facial recognition, rear fingerprint scanner and the new innovative in-screen fingerprint to the Leica triple camera system. it culminates in an unprecedented experience for our customers.”

The device incorporates Porsche Design’s signature design language and Huawei’s breakthrough technology.  The phone has a 6” 2K curved OLED screen and symmetrical look, minimalist feel and 8-edged 3D curved glass body.

High performance is symbolised by the naming of the smartphone: the term “RS” in the world of Porsche motorsport stands for outstanding racing performance.

Huawei provided the following information on The Porsche Design Huawei Mate RS benefits and features :

·         The world’s first dual fingerprint scanner for enhanced convenience, allowing users to wake and unlock the device simply, thanks to an in-screen fingerprint sensor. Hover to wake the device, touch to unlock it

·         The winning combination of Leica triple camera with 40MP RGB sensor technology and exceptional photography powered by Master AI. This combination puts effortless, eye-catching photography at the fingertips of those looking to immortalise their favourite moments. Combined with 5 x hybrid zoom, and the world’s first AI image stabilisation on a smartphone camera ensures photography lovers can capture the best shots with exceptional clarity in almost any situation

·         The Porsche Design Huawei Mate RS is the first Huawei handset to allow quick wireless charging, making it even easier to keep the phone topped up and ready to go and, thanks to its long lasting battery, users will easily be powered through the busiest of days

·         An ‘intelligent’ smartphone, the powerful AI processor automatically tailors the performance of the phone according to how it is used – constantly learning, understanding and anticipating needs, it is the perfect personal assistant for the pocket

·         256GB of internal storage means those constantly on the go and constantly on their phone can be worry free

·         Dual SLS (super linear system) speakers with DOLBY ATMOS enable users to have a superior experience, with the best immersive surround sound and entertainment on the go

·         Splash, water and dust resistant, which means there is no need to worry about damaging the device in the rain or accidentally dropping it in water

Jan Becker, CEO Porsche Design Group, said: “Both Porsche Design and Huawei seek to imagine and develop products that stand for precision and perfection, intelligent functionality and highly sophisticated design. Our aim was to create an outstanding device that goes one step further. We believe we have reached this goal by taking our partnership to the next level.”

Porsche Design and Huawei have worked in tandem to develop a smartphone that fuses together the two brands’ DNA, wealth of experience in design and technology, industry-leading expertise and exceptional performance. Through the use of colour in the device’s body, software themes and accessories, the new handset is accentuated with Porsche Design’s distinguished aesthetic and purist, minimalist feel.

The Porsche Design Huawei Mate RS will be available to purchase exclusively from MTN at R 26 459.

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Cross-channel chat launched

Clickatell has launched a cross-channel live chat service, Touch Go, that transforms omni-channel customer care.

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It enables live chat across a company’s website as well as social platforms (Twitter and Facebook) and mobile apps, bringing customer care and engagement into a single business platform.

“Today’s consumers expect to engage with your brand on the digital channel of their choosing,” says Deon van Heerden, Clickatell Engage CEO and Group CFO. “They want to message your business and instantly have queries resolved, find the information and services they are looking for, without the need for a voice call. Clickatell’s Touch Go makes that happen with the right level of capabilities for businesses of all sizes.”

Businesses can start using Touch Go immediately, with a free Starter option. Touch Go requires no credit card for sign-up and is fully featured with a simple setup process. It offers customisable branding, a unified chat desk business application as well as reports and analytics.

As the business scales up its digital customer care, it can opt-in for the Touch Enterprise offering. Touch Enterprise is designed for scaling up customer care efforts through advanced capabilities including AI driven virtual agents, sentiment analysis, automated workflows, enterprise integrations and in-channel mini-applications.

“Customer care has become a defining factor for sustained business success ” says Nirmal Nair, Clickatell Engage EVP Product & Marketing. “In an ever-increasing mobile native world, customers often choose to interact digitally, but they also expect to be able to reach a human immediately, should they need. Monitoring multiple channels and providing immediate action becomes challenging with siloed deployments. Touch’s unified solution allows businesses of all sizes to provide the customer delight in a simple modular approach.”

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