How to get technical support without spending hours on the phone

By Robert Ellison. Updated on Sunday, May 3, 2020.
Them: Hello, my name is Phil, how can I help you today?

You: My DSL connection is slow.

Them: Okay, I can help you with that, have you...

You: My first thought was that the Linksys router that's been working perfectly for five years has gone wrong. So I connected my computer directly to your off-brand modem with the same result. I then thought that the problem must be with the computer, so I reinstalled it from the manufacturer discs and rebooted about seven times.

Them: Let me connect you to my supervisor...

Them: Tap, tap, tap, oh, we seem to have switched your service back to the basic package. Tap, tap, tap, fixed.
Sometimes it's fun to argue with support. Sometimes you just need to short-circuit the idiot script to get through to the person who can fix the problem.

I think it's time for CAPTGUAs or Completely Automated Public Turing test to tell Geeks and Users Apart. A quick puzzle or two that bypasses the first couple of levels of support.

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(Published to the Fediverse as: How to get technical support without spending hours on the phone #etc #support How to bypass the first few levels of tech support and talk to someone who can actually help you. )

Business of Software 2009

By Robert Ellison. Updated on Sunday, May 3, 2020.
I'm a Joel Spolsky stalker at the moment - after Stack Overflow DevDays last month I spent three days this week at the Business of Software conference in San Francisco.

It was an incredibly high value conference, in terms of both speakers and attendees. Next year it will be back in Boston, which sucks for me, but I'll make every effort to attend.

I was really excited to see Geoffrey Moore speak. An old boss once bought a crate of Crossing the Chasm for everyone in the division to read. It's still the best business book I've ever read. At the conference Moore spoke about innovation - specifically differentiation (get out of the competitive set), neutralization (get back in to the competitive set) and optimization (productivity gains). All three are essential, but you're shooting yourself in the foot if you spend too much time on neutralization - "Best of breed is a suckers game". His thesis was to do the bare minimum needed to stay competitive and then pour resources back into differentiation.

A theme of the conference was on motivating yourself and others - how to build a great company/culture. Several speakers talked about carving out time for creativity and fun. Carsonified evidently operates on a four day week. I've spent the last couple of years on a six day week... lots of food for thought here.

I convinced myself to attend this year after watching some of the videos from the 2008 conference. These are available on the Business of Software Ning - I'd recommend joining and checking them out. Hopefully videos from this year's conference will be posted soon.

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(Published to the Fediverse as: Business of Software 2009 #etc #bos A review of the Business of Software 2009 conference. )

etc, bos

Do I need a Zumbox?

By Robert Ellison. Updated on Sunday, November 6, 2022.

Zumbox is trying to take the paper out of the postal system. It's a laudable goal, if it takes off it would stop me from feeling that I need to do this:

Junk Mail Solution

Signing up is easy. Enter your mailing address and Zumbox send you a letter with a verification code. Once verified you can start sending and receiving mail online. You can mail a few people for free, bulk mail is five cents per recipient.

Of course you'll only receive mail that has been sent to you via Zumbox. It's not a mail scanning service (like Earth Class Mail) so you end up with yet another mailbox to check.

Zumbox is trying to help businesses go paperless. This includes bills and other necessary communication. It also includes junk mail.

My experience so far is mainly junk mail. I did get a circular about recycling from Gavin Newsom but otherwise just a stream of special offers.

This is a big problem because Zumbox provides very little control over email notifications:

Zumbox Email Preferences

It's all or nothing. Either I get a daily email reminding me to go look at junk mail, or I get no notification at all (and might miss the next thrilling update from Gavin).

Most of my bills and statements are already paperless via email. This isn't as secure as Zumbox, but I'm not sure how much of an advantage this is as I really just need notification.

I really want to like Zumbox, but right now it's just another source of spam.

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Overvalidation

By Robert Ellison. Updated on Saturday, July 18, 2020.

Overvalidation is unhelpful error checking, usually caused by an over-zealous engineer with insufficient domain knowledge. My blood pressure has suffered from two cases of overvalidation this week.

I bought a new NAS — the Linksys NAS200 to set up RAID 1 with a couple of 1TB drives.

I was delighted to discover that the NAS could send email when it detects a problem or starts running out of disk space. Except it couldn't because someone decided that an email server could live at port 25, or at port 1024 or higher.

My ISP blocks port 25 - maybe to cut back on bot spam, maybe because their support staff are bored and lonely. This is far from unique and it's common for email providers to offer an alternative port. Which is almost always port 587. I tried to put a bug report into Linksys but their support pages effectively said "dude, you paid $89 for this box, go talk to other losers on some forum".

Linksys NAS Email Alert Fail

The NAS problem can be solved by redirecting a port on my router. I haven't figured out how to deal with Technorati yet. After spending seemingly months moving their datacenter they've evidently done some work on their blog claim process. I created a new blog yesterday (Webcam Updates, to remove some clutter from the main Catfood Blog) and went over to Technorati to claim it.

When you enter a URL like "http://www.site.com/blog" it's automatically changed to "http://site.com/blog". Which is a different URL. I 301 redirect any "catfood.net" url to "www.catfood.net" to prevent getting dinged by Google for duplicate content. Technorati's claim process fails if there's a 301 redirect.

Technorati Blog Claim Fail

I guess I could remove the redirect, complete the claim and then hope that I can put the redirect back without breaking Technorati. Possibly when my blood pressure is back to normal.

Please, by all means do some validation – "giraffe" is most certainly not a valid TCP/IP port – but don't overvalidate, and don't assume that your mail server port or preferred URL convention is some kind of universal constant.

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(Published to the Fediverse as: Overvalidation #etc #cisco Overvalidation: when an engineer doesn't know what they don't know. )

The Perfect Twitter Client

By Robert Ellison. Updated on Sunday, November 6, 2022.

I started using bDule today after reading about it on Techcrunch. It seems to be very nearly the perfect twitter client for me - decent multi-account support, Facebook integration and reasonably snappy. Also, and this is really important for me, it's not oppressively black.

The group feature isn't quite there yet, it doesn't list all my friends and there's no way to edit a group after you create it. There's also no spell checker and getting the right layout is unnecessarily awkward. It's still in alpha so there's good reason to hope that these problems will be addressed soon.

I wonder where the name comes from. It makes me think of a certain casual game where you swap gemstones around until you're ready to chew your eyeballs out. I'm the last person to talk about puzzling software names though.

bDule is WPF/.NET3.5 so only runs on Windows XP or better. It also seems to suffer from the same creeping memory usage that plagues other desktop Twitter clients. I really wish someone would start offloading the stream into a database. I've got nearly frustrated enough with this to write my own Twitter client a couple of times, but it's not exactly an uncrowded market.

If you're a Windows tweeter give bDule a try.

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