Archive for the ‘Odds & Ends’ Category

Warranties and Human Nature

Friday, May 30th, 2008

Yesterday I went to help a computer owner whose explanation on the phone was “I’m just having more and more trouble getting on the internet. It takes several tries, although once I’m on, things go very smoothly.”

Now this customer is on DSL, so I suspected there might be more to this story. I’m very aware (as many phone support people do NOT seem able to grasp) that most home users are not familiar with computer speak. I have customers that call the cpu a modem and the other day I had to figure out that a customer who said she couldn’t save file changes to the drive was in fact trying to make changes to a presentation that was on a cd-r and then save those changes back onto the CD. Often, phone support involves hearing what customers think they are telling you as opposed to what they are saying.

Anyway, when I got to the ”can’t get on the internet“ customer’s home, what I found was a computer that would only boot about 1 in 10 tries. This was an iMac, so I ran the Mac hardware test CD and quickly determined there was a video issue. As I worked, the customer sat at my elbow chatting and I heard him say phone support had given him a certain keyboard shortcut.

”So, you’ve called Apple on this problem?“

”No, I bought the store warranty, so I’ve talked with the store people.“

I knew the approximate age of the computer, so I asked him for his paperwork and sure enough, he had less than a week left on the 3 year warranty. A phone call to the store revealed that they had to have the computer checked into their tech department before the date the warranty ran out, or there was ”nothing they could do.“

The point of this story is not whether we get the computer fixed. The real point of this story is: if you have an extended warranty, don’t try for three months to deal with a problem on your own. Take advantage of the warranty you paid good money to purchase…that’s what it’s for.

Another point is that store warranties will require you to return the item to the store. Manufacturers warranties sometimes require a trip to a local repair facility, but can also let you ship the item to the manufacturer. Be aware of these differences when choosing a warranty. My customer is extremely elderly and was intimidated by the trip to the Indianapolis megastore as well as facing the tech people.

He would have been much better off with AppleCare on this computer. While I don’t know about the price difference, I do know that AppleCare would have dealt with this rather major problem by having him ship the computer to them and in a turnaround of just a day or two, would have sent him a repaired or replacement computer.

AppleCare is an excellent investment on any Apple product, so if you are the sort of customer who always buys the extended warranty, my advice is to skip the store warranty and go for the manufacturer (AppleCare) warranty.

In this case, the customer tried to handle his problem and/or live with it for nearly three months and almost waited too long to actually use the warranty. His problem is a serious hardware failure and will soon result in the computer being unusable. The repair costs will almost surely be more than the cost of the warranty, so he would have doubled the cost to himself by letting the warranty run out and then paying for the repair.

When you buy a warranty, you are ”betting“ that something major will go wrong with the device….the manufacturer (or the store) is ”betting“ that everything will be fine, but they have the house advantage, because they are gambling that you will not keep close tabs on the life of the warranty or in the case of most repairs, it will seem like too much trouble to return to the store. Human nature says the odds are in their favor!

Lesson learned: If you pay for an extended warranty study the options and weigh the differences, then keep careful records for the life of the warranty, and above all, use it when you need it.

Monday Morning Thoughts

Monday, May 12th, 2008

Just a couple of tidbits that probably stand on their own with no comment (though, sometimes I just can’t help myself!):

Tech security specialists at Symantec have discovered a suite of virus-writing software that includes a sort of licensing statement, similar to the licenses we users have to click through in order to install software.

Apparently, these guys who write the virus’ that cripple our computers have figured out a way to make a living from their skills. But they don’t think it should be legal for anyone to steal their software, they want everyone to pay for it and abide by normal intellectual property rights.

So, the thing is, if you buy their software suite to infect computers or create botnets (we’ll talk about botnets later), you may not redistribute the software to others, you can’t take apart the code to see how it works, you can’t submit it to security companies, and above all, you agree to pay for regular updates.

If you violate this legal license for your illegal code, they reserve the right to run you into the ground by reporting YOU to security companies and/or capturing your botnets.

When criminals require other criminals to abide by licensing agreements, it seems to imply that the old truism about “honor among thieves” just might no longer apply.

Not computer related, but something to think about anyway:

According to Harper’s Findings, a regular feature in Harper’s Magazine , the world’s dirt is disappearing faster than ever before.

This is not a joke about the guys that offer to come clean your carpet, this is a real scientific fact that you can add to your list of “Things to worry about at night when I can’t sleep.”

The dirt that’s disappearing is topsoil (there’s an average depth of only three feet of it worldwide and we need all of that to grow crops), and there’s also the disappearing soil along every known coastline, which scientists call “coasting away.”

And finally:

I downloaded and installed Service Pack 3 for Windows XP today. I haven’t had a chance to put it through any trials or testing, but if there are issues, I will try to get those posted as quickly as possible.

As far as I can tell in reading various posts and news reports, there are no major issues except possibly with AMD processors (I guess that would be a major issue).

Most of my customers are trained to ask me before a major upgrade (have I said that I have the best customers in the world?), so I doubt that I will have any panic stricken callers today, but there are procedures to recover the HP built AMD processor computers if the download should go wrong.

There’s a long list of things that are fixed by SP3 and generally, I expect it to be a necessary and friendly install. Stay tuned.

Back at Work

Friday, June 1st, 2007

Okay, I’m back. Sorry about the break, but during the two months since my last entry, I’ve had a super vacation and now I’m re-energized and ready to go! Well, not so much. It’s both a blessing and a curse of a great vacation that it takes you completely away from the work mentality and sends you back with reordered priorities!

Anyway, several things on my mind today, so here goes:

• I’m always looking for quicker ways to do things on the computer. IMHO, the computer is a tool and should be used to save time and increase productivity. I use a lot of Excel spreadsheets to keep track of customers and invoices and only today learned that with a good scroll mouse, I can scroll sideways! Programs have to have been written to take advantage of this feature, but thankfully Excel is one of those programs, so if you use it a lot (and try this in other programs), here’s the tip:

Hold down the Shift key and scroll….you’ll go sideways! Isn’t that cool?

But wait, there’s more. Hold down the Control key and scroll and you can smoothly zoom in and out to magnify portions of the document.

• I’m fascinated, disgusted and sympathetic at much of the discussion concerning copyrights, fair use, and rights management. As a writer, I want to own what I write and while the very act of writing it and putting it online or in a book is the sharing of it, I would rather other people didn’t get rich off what I have struggled to put into words. On the other hand, locking up the use of these ideas and thoughts for the next 100+ years seems a little drastic to me and I think there should be a middle ground.

This is a huge subject and there is no way I can address it any more intelligently than those who are already involved. A paragraph won’t do it, an entire blog entry won’t, and for sure, laws in place and proposed, aren’t really pleasing to both sides of the fence. If you are having trouble understanding copyrights and fair use, etc. you should watch the following movie, which is perfectly within the law as it stands now.

http://cyberlaw.stanford.edu/documentary-film-program/film/a-fair-y-use-tale

• I know I sound old when I say this, but so be it — my first computer’s OS was on a floppy disk, and I was proud to have a dual disk setup, so I didn’t have to keep swapping disks to get any work done. My next computer had both an internal hard drive and an external, and the external would hold an incredible 512 megs. I was walking in tall cotton with that one! Broke, but well equipped, or so I thought.

Without going any deeper into the old timer’s refrain, “when I was growing up…” I’ll just say that I found some interesting facts about the cost of memory over the years. Think about this when you get depressed about the rising cost of gas:

Cost of a gigabyte of memory over time:
1956 $10 million
1980 $233,000
1990 $7,700
2000 $13.30
2006 $1.00

–Fast Company Magazine, November 2006

That’s it for today. Later — I promise!

Misc.

Friday, March 30th, 2007

Just wanted to get into the blog a little today, but have no deep thoughts. Here are some things I’ve been reading about that have triggered thoughts:

Scary Thoughts:
There is an ongoing push by certain factions for national identity cards. Currently, even though we have been coached that our social security cards and numbers are not to be used for personal identification, certain actions in our lives require that we give up those numbers to identify ourselves. At one time the Indiana BMV made our SS numbers our license number, but I believe the federal government got involved in changing that practice. I am still required to give the last four digits of my SS number to identify myself when speaking to someone about my credit cards. That always annoys me. I can’t think of any other way to prove that I am me when speaking on the phone, but four digits meant to assure I will have access to my retirement benefits seems to be a very weak method of identification.

The national identity card might solve that, but as an American, I feel very conflicted about being required to carry an ID card that will be used to track my every movement, action and transgression. Carrying such a card will affect mostly law abiding citizens, but I imagine the criminal element meant to be controlled by these ID’s will need very little time to establish various ways around the requirements.

Work Related Thoughts:
Maybe related to the previous subject, maybe not, is a recent study done concerning computer support issues. Support Soft, Inc. who does contract computer support for large companies, did a survey of the types of calls they got. Studying calls from 75,000 users over 20 companies, they found that some 20% of their support issues were password related! I can certainly relate to that. Passwords are a constant pain in the computer chair for many of my customers, as well.

Any changes in email setups that require me to ask a customer what their password is or to have them enter it for me, will almost invariably result in a blank stare. As most of the hackers can tell you, if you are sitting at a person’s computer and need a password to to something, 5 or 10 minutes of nosing around the desk will result in a handwritten list of passwords you can try.

Security experts say that a perfect password is a random mix of letters and numbers, but the paradox is that any such password must be written down for the user to remember. Passwords are more often chosen for their ease — names of pets, spouses, children, birthdays and anniversaries. I remember a TV commercial where the guy at the computer yells to his wife, “Honey, what’s our password?” Her answer, “Just type in the date of our anniversary!” results in exactly the same type of blank stare I often see on my customers faces!

And a Mac Tip:
If you are using an Apple with OS X, you are likely using Safari to surf the internet. And if you have a broadband connection, you probably leave Safari on most of the time.

The fact is that Safari has a little difficulty releasing the memory it uses, so it’s a good practice to shut Safari down from time to time — maybe every evening when you finish surfing for the day.

An alternative is to download Firefox for OS X and use it, as it is more efficient at handling memory use.

Time After Time…Revisited

Thursday, March 1st, 2007

A couple of weeks ago, I mentioned the new rules for daylight savings time and how those changes might affect our computers. I noticed over the weekend that Apple was offering an update called Daylight Savings Time Update, so I have to assume that Macs running OS 10.4 are now covered for the adjustments.

I want to point out that the daylight savings time change will only be a slight annoyance for home users (and no problem with installed updates). The real problems will be (or, hopefully, NOT be) with the working computers of the world…the computers that operate our power grids, our financial institutions, our factories. Operations that are timed, such as money transfers might occur sooner or later that planned. Your VCR time might display the wrong time resulting in a timed taping of the wrong TV program.

It’s highly unlikely that anything catastrophic will occur as a result of this little hiccup in time. Most devices (such as your VCR and your time clock at work) are linked to a few central network time servers. At home, just pretend the power has been off and check all the clocks that require a reset when that happens. You’ll be fine!

And Just Think About This:

• According to the January 4 online edition of the Journal of the American Board of Family Medicine, kids make you fat. Their idea of good food includes McDonald’s, macaroni and cheese, pizza and hot dogs. You’d think adults would influence the foods that kids eat, but that’s often not the case. Kid food is quick and convenient and keeps peace in the family, so often the adults just join their youngsters in a quick meal. The study found that parents and guardians ‘fessed up to eating more pizza, ice cream, potato chips and salty snacks, sausage, cured meats and hamburgers than did adults without children in the home. Read all about it at:

http://www.latimes.com/features/health/la-he-kids8jan08,0,918720.story?coll=la-home-health

• Traffic cameras are a very sore subject with some people. We have a lot of trouble with the “big brother” aspect. What we really need to consider is the fallibility of any device, and the need to be a bit skeptical of some claims. For instance there’s the case of the guy who received a ticket for going 406 mph and a cab in the UK who was issued a ticket for 420 mph in a 30 mph zone. As this article points out, these extremes are pretty obviously wrong, but is it possible that some of the errors might be only 10 mph or 20 mph which would make the difference between actually deserving a ticket and … well, not.

http://www.techdirt.com/articles/20070104/182710.shtml