Life is Customer Service

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Jeff Jarvis continues his ongoing “Dell Hell” saga with links to Craig Newmark’s customer service philosophy, which is right on:

In Technology Review, Craig Newmark writes about his list and his view of customer service. As I think I’ve said here before, I’ve heard Craig introduce himself at more than one event as the guy who does customer service and that always gets a laugh but it is no joke. Customer service is the highest ethic of his venture. It is the highest ethic of open source. It is the highest ethic of a true community. If newspapers… and Dell… and AOL… and government remembered that customer service is their job, they’d be a lot more successful than they are.

I, too, have had problems with a recent Dell purchase. I now have an unusable Dell laser printer, thanks to a failed firmware upgrade. On hold to Dell support in India for 90+ minutes (pleasant person, but what a waste of time), I was advised to try it again, which I knew would not work as the printer is evidently in an infinite loop. After several go rounds, I called Dell and asked them to take it back. Unfortunately, my request was 29 days after the purchase date and Dell evidently only accepts returns 21 days after the purchase date. I’ve turned it over to my credit card company….

My Father emphasized great customer service throughout his career. Dell is simply being cheap and it will cost them.

Garrison Keillor: A Voice for the Movies

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Lynn Neary:

The cast and crew of the latest Robert Altman film wrapped up their work and headed home this week. For the past month they’d taken over the Fitizgerald Theater in Saint Paul, Minn., home to the popular public radio show A Prairie Home Companion, which also happens to be the subject of the film.
The show’s creator Garrison Keillor wrote the screenplay, a fictional account of life on the show. Keillor plays himself, acting with a host of Hollywood stars including Meryl Streep, Tommy Lee Jones, Kevin Kline and the young star Lindsay Lohan.

NPR has posted an extended audio interview. Check it out.

EAA: HondaJet Makes First Appearance

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James Wynbrandt:

“American people love airplanes,” Michimasa Fujino, HondaJet project leader and VP of Honda R&D America Inc., told the crowd at a welcoming ceremony at Aeroshell Square. “Look at Oshkoshthere are so many airplanes and so many people who love airplanes. That’s why I was convinced that Oshkosh AirVenture is the most appropriate place to introduce this Honda jet.”
Though talk of the HondaJet, based at Piedmont Triad Airport in Greensboro, North Carolina, has swirled in aviation circles for several years, it was only in December 2003 that Honda announced the aircraft’s existence. The involvement of a major automobile manufacturer in producing an aircraft—particularly a light jet—has fired the interest of the general aviation community. But Honda has said little about its long-range plans for the program, a position it maintained at AirVenture.

Third Party Cookies

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David Kesmodel:

The controversy over the 2o7.net cookies highlights the tension that exists between marketing companies like Omniture and Web users who are increasingly aware of, and adverse to, files that are automatically placed on their computers when they surf the Internet. At a time when PCs are under assault by viruses and other nefarious software like never before, users are employing a range of software tools and tactics to protect themselves. Many users don’t distinguish between cookies, which are small bits of text commonly used by Web sites to identify users, and malicious software that can steal personal information or change PC settings. That has put marketers on the defensive, as they try to get users to spare cookies when wiping computers clean of potential threats.

Monopolies and DRM

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Bruce Schneier:

Two years ago I (and others) wrote about the security dangers of Microsoft’s monopoly. In the paper, we wrote:

Security has become a strategic concern at Microsoft but security must not be permitted to become a tool of further monopolization.

A year before that, I wrote about Microsoft’s trusted computer system (called Palladium — Pd, for short — at the time:

Pay attention to the antitrust angle. I guarantee you that Microsoft believes Pd is a way to extend its market share, not to increase competition.

Intel and Microsoft are using DRM technology to cut Linux out of the content market.

This whole East Fork scheme is a failure from the start. It brings nothing positive to the table, costs you money, and rights. If you want to use Linux to view your legitimately purchased media, you will be a criminal. In fact, if you want to take your legitimately bought media with you on a road trip and don’t feel the need to pay again for it – fair use, remember – you are also a criminal. Wonderful.

Intel has handed the keys to the digital media kingdom to several convicted monopolists who have no care at all for their customers. The excuse Intel gives you if you ask is that they are producing tools, and only tools, their use is not up to Intel. The problem here is that Intel has given the said tools to some of the most rapacious people on earth. If you give the record companies a DRM scheme that goes from 1 (open) to 10 (unusably locked down), they will start at 14 and lobby Congress to mandate that it can be turned up higher by default.

Energy Bill Offers Tax Breaks

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Homa Zaryouni:

After five years of trying, Congress is expected to clear an energy bill this week that provides a range of incentives for consumers to rein in energy use.
Here’s how the energy bill could affect what we buy:
• Incentives to buy fuel-efficient appliances
• Incentives to buy hybrid vehicles
• The extension of daylight-saving time
• Expanded use of ethanol as a gasoline additive
• Reliability standards for power grid (aimed at preventing blackouts)
• Incentives for installing solar power at home

Press Release: “Senator Kohl Confronts Elderly Identity Theft and Fraud”

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Senator Kohl issued a press release Wednesday discussing his Senate Special Committee on Aging’s (Kohl chairs this committee) hearing on identity theft and consumer fraud. Senator Kohl:

“Preying on the elderly is certainly nothing new”, said Kohl, “but in a day and age where many seniors are not technologically savvy, con artists have an easier time collecting personal information and using it to swindle a person out of their life savings.”

Ironically, Senator Kohl’s support of the recent National ID Act will simply make this problem worse, much worse. Contact Senator Kohl here. Senator Feingold also supported the National ID Act.