Monthly Archive for January, 2006

Problems with Dell Tech Support - Part 2

Published
by
Graham
on January 31, 2006
in General
. 1 Comment

You can read Problems with Dell Tech Support - Part 1 here.

So, my replacement Axim came, and I immediately noticed that the case had a couple of scratches. No big deal, I thought. I can handle that. But there are 2 small scratches on the screen, and I won’t accept that. I haven’t even used the thing yet. So now my second replacement is bad and needs to be replaced. I emailed the escalation specialist directly, so we’ll see how fast I get a response.

For those just tuning in:

  • my original Axim had the screen go bad
  • I received a replacement and the audio jack didn’t work on it.
  • Now my third one has scratches on the screen before I’ve even used it.

Unbelievable!

Porn ‘tidal wave’ puts parents to test

Published
by
Graham
on January 31, 2006
in Computer News
. 0 Comments

From USA Today:

If your child surfs the Web, chances are he or she already has seen pornography — maybe even hard-core porn.

More than a decade after the American public started cruising the Web, it is clear that children can find everything from nudity to sites featuring sexual violence and other extremes. For parents, this creates challenges that never existed before: how to keep porn away from young eyes, and what to do when safety measures fail.

Could your laptop be worth millions?

Published
by
Graham
on January 30, 2006
in Computer News
. 0 Comments

From TechRepublic:

The average laptop could contain data worth almost $1 million, according to new research.

A report released Friday by security-software company Symantec suggests that an ordinary notebook holds content valued at 550,000 pounds ($972,000), and that some could store as much as 5 million pounds–or $8.8 million–in commercially sensitive data and intellectual property.

The same research, commissioned by Symantec, shows that only 42 percent of companies automatically back up employees’ e-mails, where much of this critical data is stored, and 45 percent leave it to the individual to do so.

“It’s alarming that executives have mobile devices containing data of such financial value and that very little is being done to protect the information on them,” said Lindsey Armstrong, a vice president for Europe, the Middle East and Africa at Symantec.

How to get Windows Live Mail beta

Published
by
Graham
on January 30, 2006
in Internet Tips
. 38 Comments

My post on Windows Live Mail Beta impressions has generated several comments, the majority of them negative. For some reason people are getting locked out of their Hotmail accounts. I’ve never had this problem and still think that the new Hotmail is far superior to the old one.

If the negative experiences don’t scare you off, and you’d like to try the new hotmail, then visit the Windows Live Ideas page and click on the Sign up link under the Windows Live Mail beta section. You then need to enter your Hotmail address. You do not get an invitation right away. At some point you’ll get one, but it seems rather random. I signed up well over a month before I got my invitation.

Microsoft Tricks Hacker Into Jail

Published
by
Graham
on January 28, 2006
in Computer News
. 0 Comments

From Wired News:

Nobody was ever arrested for leaking the secret source code for parts of the Windows operating system in 2004, but a hacker who sold a copy online afterward was sentenced to two years in federal prison Friday.

William “IllWill” Genovese, 29, will serve three years of supervised release following his prison term, during which he’ll be subject to electronic monitoring through special software installed on his computer, under the terms handed down by federal Judge William Pauley in New York. He remains free on bail, and is scheduled to report to prison March 14.

Genovese ran a popular hacking-oriented community website called IllMob.org in February 2004 when two 200-MB files containing incomplete portions of the source code for the Windows 2000 and Windows NT operating systems hit the internet, flooding dodgy websites and peer-to-peer networks like some hard-core geek version of the Paris Hilton video.

Problems with Dell tech support - Part 1

Published
by
Graham
on January 27, 2006
in General
. 6 Comments

This is going to be a long one…

A couple of weeks ago, I noticed that there was a thin dark horizontal line on my Dell Axim x30. Because it was so thin, it wasn’t that much of annoyance, but it was definitely something wrong with the screen. It only was seen when the backlight came on. When the backlight went off, the line disappeared, even though I could still see what was on the screen. Obviously it was something wrong electronically with the screen, so I called up DELL support.

Wednesday, January 11, 2006
I called our normal support number, but there was no option for Axims, so I chose the laptop option and was on hold for a couple of minutes. A woman answered and when I explained my problem, she said that I had to call a different number. I did so, and was on hold for over 20 minutes. I finally spoke with someone who was helpful, but also asked some stupid questions. I’m sure it was just a checklist of things she was asking, but it is still annoying. She asked me if I had done a soft reset on the device. Of course I had. She asked if I had done a hard reset. Why would I do that? I’d loose everything, and how would a hard reset resolve a bad screen? Thankfully she didn’t insist that I do it. She arranged for a replacement.

Friday, January 13, 2006
Two days latter I had I had the replacement. I took the replacement home for the weekend, backed up my old one, and restored it to my new one.

Tuesday, January 17, 2006
Everything seemed to be fine, so I packaged up the original one and shipped it back to Dell.

Wednesday, January 18, 2006
Then the next day at lunch I went out for a lunch and expected to be able to listen to some music. Of course that was the only thing I hadn’t tested on my replacement Axim, and the headphone jack was bad. I tried my headphones, and two different sets of speakers, and it would crackle in and out.

Friday, January 20, 2006
I called back and tried to arrange for my replacement to be replaced. The person acknowledged that they had received the original one, but he said the replacement Axim still hadn’t been switched over to my name, so there was nothing they could do. I complained, and the person said they’d send off an email to that department, but there was still nothing they could do for me at that time.

Monday, January 23, 2006
I called back and spoke to a tech named Janine. She said the same thing to me. She said that it still wasn’t in my name, and until it was there was nothing that she could do to help me. I explained (as politely as I could) that there was a problem with their support system if there wasn’t anything she could do. I asked to speak to a supervisor, and so she put me on hold. A second-level technician named Rob came on the line. I explained that I didn’t need second-level support and that I wanted to give a complaint to a supervisor, and he said the supervisor was busy and that he could help me as much as the supervisor. Well, he was useless. He said that sometimes the switchover can take a day; sometimes it can take 6 days. He said again that there was nothing he could do about it, and that I’d just have to call back again.

Friday, January 27, 2006
I called and spoke to a tech named Barry. I explained the situation. He figured there was a problem, and put me through to Vicky in customer care. She told me what my service tag was supposed to be. They kept saying that I claim to have a different service tag. Hello! I have the thing in front of me. The tag you say I have and the tag I have are not the same!! Deal with it! You messed up! (I didn’t really say that, but I sure did want to scream that at them). Vicky was very helpful, and after 30 minutes or so she said that I should talk to tech support again and they could arrange for a replacement. I explained I wanted a new one, and not a refurbished one, as I didn’t want to go through this again. She agreed, and said the tech could arrange this. This seemed odd to me, but whatever. Unfortunately, I went back into the regular queue on the support line, and so had to be on hold for a while more. I then spoke with a tech named Mark. He kept putting me on hold while he worked with a different person in customer care trying to figure out how to handle my problem. He said that Vicky shouldn’t have said what she said as their policy is to send our refurbished items. At the end of the conversion, Mark said he could arrange to send me out another Axim, but it would most likely be refurbished. If I was insisting on getting a new one, then I’d have to talk to Eric, an escalation specialist. Eric was on another call, but would call me back in 15-20 minutes, tops.
2 hours later Eric called. He wasn’t rude, but he also was not very pleasant. He barely apologized, didn’t acknowledge flaws in their system, and said the terms of the support “contract” were for a refurbished unit. That part really annoyed me. It was as if he was trying to tell me I was breaking a contact. Well, I think they broke the contract by sending me a cruddy product. If I was going to insist on getting a new one, then he’d have to send it to someone else. I said not to bother, and we arranged for a replacement, that I’m supposed to have on Monday. If it doesn’t work, I will not be a happy camper!

I’ll report back when I get the replacement…

So, here are the problems/complaints I have about Dell support:

  • The wrong replacement unit was sent to me
  • Returns take too long to get switched over
  • I had 2 different phone calls that were over an hour. I spent over 3 hours on the phone so far.
  • The tech support people seem intent on dealing with things that only fit their area. They are of no help if you are kind of in limbo like I was
  • I was not able to speak with a supervisor/manager when I requested it
  • No one seemed particularly pleasant. I understand that they deal with complaints all the time, but when he are in the service business, you have to be pleasant. An unpleasant technician only adds to the frustration

Of course I would have loved to have a new Axim. They don’t make the x30 anymore, so I would have received a new model. But ultimately all I want is a model that works. I don’t want to waste 3 hours on the phone again. I don’t want the hassle of moving data from one Axim to another. I want Dell to tell their techs to stop saying, “There’s nothing I can do.” As an end user, I can’t do anything. As the manufacturer, you better believe there is something they can do!

We have probably a dozen Dell servers at work, and 60 workstations, and we’ve never had a problem like this. Generally I think Dell makes fantastic products, has good service, and I’d recommend them to anyone. But after experiences like this, I sure will hesitate a bit more before recommending them to someone else.

The value of intellectual property

Published
by
Graham
on January 27, 2006
in General
. 0 Comments

We received a package today from Microsoft. The USPS customs declaration (I’m in Canada) said the following:

5 CD’s @ .75 $3.75
1 Brochure $.50
Intellectual Property $5.00
Total value $9.25

Can you ship intellectual property? Wouldn’t most people value their intellectual property at more than $5? Inside the package along with the CDs and brochure, was a 2-page letter. I can only assume that was the intellectual property that was worth $5. If I tried to sell the letter, could I get $5 for it?

Internet cements friendships

Published
by
Graham
on January 26, 2006
in Computer News
. 0 Comments

From PC Pro:

The Internet is a useful means for cultivating social networks, and also putting them into action at times of needs - this is the main conclusion of a new sociological study carried out by the Pew Internet & American Life Project.

Not a startling conclusion in itself, but its findings help balance the notions of social isolation that are often used to characterise computer users, people staring alone at computer screens rather than engaging with ‘real life’ in the world outside.

Shooting At Night, Part 1 - Digital Photography Tip of the Week

Published
by
Chris
on January 25, 2006
in Digital Photography Tips & Info
. 0 Comments

Last week I discussed using s-curves and diagonals in your photos for a more attractive image. This week I will start to discuss night photography, specifically, some of the equipment that will be helpful when shooting at night.

Night photography poses some challenges for the photographer. Unlike during the daylight when light levels are high, shooting in low light requires some different techniques and equipment. A tripod and cable release (some cameras use a wireless release) or self timer are important, though you can get by without a cable release.

Shooting in low light will require a longer shutter speed to properly expose the film (whether it is traditional or digital). Because of this, it is necessary to stabilize your camera on a tripod, a railing, or against a tree. Any motion from the camera during exposure will show up in the photo as ghost images or streaks and will detract from the look of your photo.

I also mentioned using a cable release or infrared remote control. This is for the same reason as supporting the camera on a tripod; to prevent camera shake. A release will allow you to activate the shutter without having to touch the camera thereby reducing camera shake. Most digital SLR’s and some prosumer cameras have the option to use a cable release though not all, and some point and shoot digicams also feature remote release capabilities. If your’s does not, or if you have simply forgotten it at home (something I have done) your next option is to use the self timer on your camera. Using this feature will allow you to press the shutter and then give them camera about 10 seconds to fully come to rest to before starting the exposure to avoid the camera shake that can occur when you press the button. The downside to this is if you are waiting for an event to happen (such as the burst of a firework) timing will be difficult in waiting for the self timer to count down.


Midway Rides at Dusk

Next week I will follow up to this with helpful camera settings and techniques to achieving nice night shots.

The digital photography tip of the week is written by the PCIN Assistant Editor, Chris Empey. Chris is a long time photographer and is currently the vice-president of the Niagara Falls Camera Club. You can see more of his photography at his Photo of the Day website.
If you have a tip to send Chris, or a question about digital photography he can address in the newsletter, send it to chris@pcin.net.

Virtual Magnifying Glass 3.1

Published
by
Graham
on January 25, 2006
in Software Tips
. 2 Comments

A free, open source, screen magnifier, for both Windows and Linux.

This is neat software. If you want to zoom in on something on your screen, you can use it. You can customize how magnified it is, how big the magnification area is, and more.

Check it out…