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AT&T SUCKS!!!!

Outside of having one of the single WORST services of all the North American wireless providers, you also have one of the single WORST client service processes I have ever had the misfortune of experiencing. 

For Christmas this year I bought Cindy a 16gb iPhone at the AT&T retail store in Concord NH.  Along with purchasing the most expensive mobile handset AT&T has in its portfolio, I  also went ahead and bought the Unlimited Voice and Unlimited Data plan for the phone ($160/month).  The deal was sealed with a two year contract.  No problems.....right??? WRONG!

Today, when Cindy tried to simply add a $3/month Canada Plan it took over 30 minutes and 5 transfers.  Worse, I had to get on the line with a representative who asked me a series of questions that we designed to prove I am who I am.

Q. Which of these three streets did you live on in San Diego?
A. I never lived in San Diego?

Q. Which of these three counties did you live in in 2000?
A. None of the above.

etc..

After 5 minutes of this "Gestapoesque" questioning, I was then informed that I had to fax a ID and a Bill to AT&T in 3 days.  At this point I asked the rep why I was having to go through this process when I have been a customer for over a year?  He told me it did not matter.  Cindy's phone has not been in use for more than 3 months and this is the process we would have to accept if we wanted to add a $3/month Canadian Plan.  Its $3/month!!!!!!!!!!!!!!!!!!!!!!!!  WTF!  You had no problem signing me up for $160/month plan for 2 years, but adding $3/month requires DNA and my first born!

Needless to say, I ended the process by hanging up the phone and asking Cindy to add the plan 3 months from now.  AT&T, it really is sad to see you treat your best customers this way.  YOU SUCK!

A Message to Apple (& Steve Jobs)

I have been meaning to write this post for a looong time.  I blame both Twitter and Facebook for my recent blog laziness!

So, about 2 years ago I started to (as my brother so terms it) "macify" my life.  This is no joke.  I have 2 Apple Powerbooks, 2 Apple TVs, 2 AirPort Extremes, 1 iPhone, and 1 semi-active iPod (I have about 4 dead ones collecting dust someplace).  This is not taking into consideration that my girlfriend, Cindy, also has her own Powerbook, iPhone, and active iPod (she has 3 dead ones as well).  Our consumption of iTunes content generally runs between $150-$300 a month.

I will state up front that there have been more good experiences making this move then bad ones.  However, there are several issues that I feel compelled to write about.  This is constructive criticism for the folks at Apple.  If I am incorrect in my points of views, I welcome feedback, comments, etc.

1. iTunes

This is the center of my angst with Apple.  I have become a power consumer of content offered through iTunes as I enjoy its vast and diverse catalog of media.  Furthermore, I like that the content may be viewed via my AppleTV, Powerbook, iPhone, and iPod.  Here are my beefs: iTune’s Digital Rights Management SUCKS!!!!!!!  When you get to the core of Apple's DRM policy, users are essentially leasing (not owning) the content you purchase via iTunes.  Now this is not a major issue except when you take into account price and accessibility.  First, when you are paying $.99 (songs) to $14 (movies) for digital media content you are paying a premium!  Think about it....at that spend level, you are not paying much more then you would pay to own the actual CD or DVD.  You get the benefit of on demand content and Apple gets the benefit of the margins it makes off of selling content without the costs associated with traditional distribution channels.  Here is the catch, because you are leasing instead of owning you are severely restricted in its portability (you have very limited ways in which you can move and/or share the content).  To add insult to injury, Apple then ALSO makes you responsible for archiving the content you do "lease".  If you’re hard drive crashes and you lose your iTunes library...your fault.  If you think about it, Apple is having its Cake and eating it to.

It really is only a matter of time before users get fed up with this double standard.  Apple, to get ahead of this issue I would suggest that you either change your DRM to allow users to OWN the content they buy from you or to provide services around the content they LEASE from you.  If individuals are afforded ownership of the content, then they should have the rights unlimited portability and access to that content.  If they lose it, then it’s their issue.  If your DRM path continues down the lease path, then you should offer all of the content ever bought via iTunes via a web service.  You should host the content on remote servers and allow lessees the ability to stream or download (with accessibility/portability restrictions) at will.  If users lose the content, they can easily go to their account and retrieve a duplicate copy.  Hell, I imagine that users would even be happy to pay a monthly fee for this type of service.  I know that I would.

2. iPod

Guys.....the avg. 1 year life span on these devices is getting really, really, really, OLD!  Fix your quality control or be prepared to lose your dominant market share to someone who does care.

3. iPhone

Steve Jobs, you almost got the "Douche Bag of the Year" award when then first iPhone was released and it could not use standard earphones.  Thanks for fixing that in the 2nd Generation models.  This device is solid across the board except for the service provider.  AT&T SUCKS!!!!!!!!!!!!!!!

One more point re: iPhone.  Your online/offline buyflow is a JOKE!  Let me see if I get this straight.  You cannot buy iPhones on the Apple website, but you can buy the AT&T Service Plan.  You are required to go into a Apple Retail store to pick up the handset you tried to buy via Apple.com (WTF??).  You can buy the handset and the service plan via AT&T's website---just not your own.  You can also buy the handset and service plan via AT&T retail stores.  However, if you buy the handset via an Apple Store then you have to wait to go home to set up a AT&T service plan via your iTunes Application.  Am I straight on all of this???  Is this really the best way to sell this phone???

4. Apple TV

LOVE THIS DEVICE!!! I am contemplating canceling my cable service as I get my  most of my TV/Movie programming from my Apple TVs (The only thing keeping this from happening is live sports broadcasts and Cindy's infatuation with DVRing scheduled TV programming (NO COMMENT)).

One suggestion: put a on/off button on this thing!  What engineering braniac decided against a power option on a consumer electronic device???  There are often connectivity and/or sync issues that arise with Apple TV.  The best way to fix those is to power it off and on.  The only way to do that currently is to unplug the device.

So there you have it.  I got that off my chest.  Here's hoping that Apple monitors the blogosphere for consumer feedback!

ABC Reporter Arrested in Denver Taking Pictures of Senators, Big Donors

Below is footage of police in Denver arresting an ABC News producer today as he and a camera crew were attempting to take pictures on a public sidewalk of Democratic senators and VIP donors leaving a private meeting at the Brown Palace Hotel.  This is such a violation of Freedom of Speech...shame on the Denver police.  Its sad (ironic) to have seen this happen at a Democratic event. I am really tired of watching poilce behave in this fashion!  So disappointing!

Out with RCN | In with Comcast

Finally!!!!!!  I am rid of RCN.  Thanks to Comcast, who worked with my condo's property management company to wire our building for their services, I have been able to break the 5 year siege RCN had on my Cable/High Speed Internet.

If US Air was a cable company, they would be RCN.  Absolutely incompetent.  I used to pay between $300-$500/month to RCN (all on-demand programming....yes, I am a media WHORE).  Then, my service started to go out on a monthly basis.  RCN required that I take a day off of work so that their technicians could come in and fix the problem (which was basically the inability to access the on-demand and PPV catalogs).  This did not happen once....but almost every month.  I finally got so fed up, I stopped trying.  I shifted my $200/month media consumption to the on-demand programming that my AppleTV and XBoxLive provided.  By the way, BUY AN APPLE TV!!!!!!!!  It's AWSOME!

I am psyched to finally have Comcast as my cable and high speed provider!  Thanks a ton for giving me an option that is other than RCN.

Delta Rant

A couple of days ago, I posted a rant regarding an shitty experience I had with US AIR (aren't they always shitty experiences when it comes to that brand?).  In that same post, I mentioned I also had a beef with Delta.  Here it goes:

One to One Interactive launched an advanced primary research division earlier this year called Quantemo.  This division specializes in Neuromarketing research techniques.  One aspect of this research is related to eye tracking.  We achieve this through using special monitors that have infrared sensors built around the screen.

Our research facility is mobile.  In fact, I had just come off a two city project that we did for a client that wanted the lab in both Detroit and Los Angeles.  We place our eye tracking monitors in special  cases that are designed to provide the appropriate level of protection.  (see pic below for an example of the case).

I had no problems traveling with the equipment during my cross country trip to Michigan and California.  So you can imagine my surprise when I tried to check this same luggage on a Delta flight from Boston to Columbus, OH and was refused.  The gate agents said it was Delta's policy to not allow any computers to be checked (something about liability).  I opened the case and showed them that indeed it was not a computer....but a monitor. 

THEM: "Sir...its still our policy to not allow passengers to check computers"

ME: "It's clearly not a computer....its a monitor"

THEM: "You can not check computers sir"

Me: ".............?.   If I had a television in this case could I check it?"

THEM: "Yes"

ME: "??????????!!!!!!!!!!!!!!!"   WTF?

They said that I am allowed to take the monitor out of its case and carry it on board with me, but I was not allowed to check it.  Where is the logic in that?  They claimed they were afraid that it could get damaged a checked baggage and that it would be "safer" if it was taken out of its protective case and carried on board the aircraft.  Has Delta lost their collective minds?  (Note:  I spent time trying to find this supposed policy that bans monitors from being checked and found it no where on there web site).

In the end, I had to call my travel agent to book my on a flight to Ohio via American Airlines (who happily checked the monitor).  I also had to eat the cost of the Delta ticket.  Arrrghhhh!  Delta, this ranks you as second only to US Air as a shitty airline.

P.S.  I do dig the fact that you sell Pringles on your flights.  CLUTCH!  Whoever made that call should quit Delta and go work for jetBlue.

P.S.S.  Your flight attendants on the Delta shuttle from Boston to NYC are off the hook! Very "Catch Me if You Can" retro.  They were all very attractive and donning outfits that seemed to be from a bygone era of air travel that was more civilized (i.e. where the flight attendants did not look like line backers).  You ladies should also go work for jetBlue.

US Air Rant

Having done my fare share of business travel over the past 8 weeks, I believe I have had my fare share of nightmare experiences with two major air lines. This first post will be dedicated to US Air.  I will author a separate post regarding Delta. For the amount of money one has to invest in air travel, I find poor service in this category absolutely unacceptable (especially when Jet Blue and Southwest are getting it right).

I will start with US Air, which in my opinion is the single worst air line in the United States.  Last Sunday I had to fly to Harrisburg, PA so that I was able to attend two very important business meeting the following Monday morning. 

Mistake #1: I checked my bag.  Even though it was small enough to carry on with me, I did not have time to get a  zip lock bag to place my liquids into so that I could comply with TFA's stupid regulations.

When I got into Philly at 10:00pm, I was informed that my connecting flight to Harrisburg was canceled (sigh).  With no early morning flights or car services available, I resorted to renting a car and making the 1 hour 45 minute drive.

When I went to go get my bag, I was told that due to the number of flight cancellations they were not giving passengers any checked luggage.  ?!?!??!?!?!?!  Instead, I had to drive to the Harrisburg  airport at 9:30am the next day  where they said my bag would be arriving on the first flight.  This forced me to miss my first important business meeting on Monday morning.  However, when I arrived at the Harrisburg airport the next day, my luggage was nowhere to be found.  They gave me a claim check and said they would be in touch.

PANIC!!!! 

Even though my first biz meeting was important, the second one scheduled for noon was even more critical.  I was giving a very important presentation to a number of very senior level executives.   As my  attire existed of nothing more than a t-shirt, jeans, flip flops, and a baseball cap  I needed to find clothes QUICKLY!

Thankfully, there was a mens clothing store (Jos. A Banks) near were my meeting was to take place.  Now, I do not shop at Banks as I find their clothes a bit too conservative for my tastes.  But desperate times call for desperate measures.  They set me up with undergarments, socks, shoes, pants, shirt, and a belt.  Their seamstress even ironed my new outfit.  I was able to make it to my meeting with 15 minutes to spare.  This store saved my ass!

US Air ended up not delivering my luggage until 8am Tuesday morning.  Thanks for nothing! I had to spend $300 on a car and $500 on an outfit because you simply refused to give me my luggage after canceling my flight. I truly do despise your brand.

Links to past US Air Issues:

• US Air refuses to make a medical travel exception for me after I had emergency surgery while on vacation.
• US Air and poor customer service.

Thunderstruck with Boredom

FINALLY.....its over!!!!!  I usually do not stick with books that I am not enjoying.  For some reason, most likely masochism, I  decided to suffer through all 480 pages of Erik Larson's follow up to his blockbuster thriller, Devil in the White City (a book that I thoroughly enjoyed and was happy to write a positive book review).

In Thunderstruck Larson once again uses his equation of uniting duel historic events, one focused on scientific discovery and the other a murder mystery.  Specifically,  the story focuses on Guglielmo Marconi, the inventor of wireless communications and Dr. Hawley Harvey Crippen, accused of murdering his gold digging, volatile wife.  The connection....Crippen is discovered and is pursued across the Atlantic by authorities who, for this first time, utilize wireless communications to coordinate his capture and arrest.  In fact, this part of the story is a bit interesting.  It's really the first 240-300 pages of the novel that you can do without.

Larson spends way too much time in the early part of this novel providing distracting and irrelevant details that take away from the overall story.  My theory is that he was over compensating for the fact that neither of the two events covered in Thunderstruck were nearly as interesting as those covered in Devil in the White City.  As an enthusiast of technology and telecommunications, I did not mind so much digging into the history of how wireless communications was born.  Even so, the level of detail Larson provided regarding this history seemed to cross some line that put story telling second to him showing off his research prowess-YAWN! 

I could go on-but I really do not want to waste any more time on this book then I already have.  On a brighter note, I just started to read Bill Bryson's A Walk in the Woods: Rediscovering America on the Appalachian Trail.  So far, it's fantastic!

Caveat Emptor: Seven Hills Inn

   In an attempt to get away from the city this past weekend, I spent some time on-line looking for pet friendly inns.  I used the site PetTravel.com to zero in on some places in the Berkshire region of  Western Ma.  Most of the places that I had called were already booked due to the long weekend that President's Day affords most people (excluding moi).  I did however come across a property that had availability (which should have been my first warning sign); the Seven Hills Inn and Restaurant.

Occupying a 1911 "Gilded Age" Manor, the Inn boast of its fifteen guest chambers furnished with collections of antiques and eclectic art over looking the property's twenty-seven acre "park".  In addition, they offer a thirty-seven room modern Terrace House and a renovated Carriage House, which includes seven pet friendly rooms.

Sounds charming, right?  Wrong.  The Terrace House looks like a run down Motel 6 and the Carriage House, where I secured lodging, was surrounded by unfinished landscaping and two beat up pick up trucks (Sanford & Son Style).  Inside, the "suite" boasted a two seedy looking double beds, a nasty convert able couch, and a gas fireplace that did not work.  In fact, someone had actually created a sticker with the words "Fireplace" and posted it next to the thermostat as if to mock this sad excuse of an Inn (I actually think that it was posted by the proprietors of the Inn to mock guests who were stupid enough to stay with them).  Needless to say Howie, Lulu, Steph and I checked out immediately.

If you are looking for a Resort/Inn in the Berkshires, I would urge anyone to not make the same mistake I did and avoid the Seven Hills Inn & Restaurant. 

GET LOST

Ok.....not only is tonight's episode of LOST a rerun, it is a Season 1 rerun.  I really wonder if the producers of the show think that its fan base is going to remain in tact while they continue to pull this shit.  Listen up guys...your Season 2 episodes are pretty lame, so making us wait longer for them only adds to the frustration and disappointment. 

Syriana

I went to see Syriana last night.   I had very high hopes for this film, as I was drawn in by the intense trailer and have enjoyed writer/director Stephen Gaghan's work on the movie Traffic.  Going into the theater I was prepared, from the reviews that I read, that Gaghan had taken a non-traditional route to the storytelling in Syriana: juggling at least 3-4 plots (there are probably more) simultaneously across 3 contents with an amazing cast (George Clooney, Matt Damon, Jeffrey Wright, Chris Cooper, and Amanda Peet) that were all treated (for the most part) as equals .

Unfortunately, this movie ended up to be more of an endurance test then a work of intrigue.  40 minutes into the show, I started to grab for my phone to see how much longer I had before I was allowed to go home.  Instead of providing new insights associated with the petro-politics of the Middle East; oil greed; and/or U.S. corporate/ geo-political influence in the world,  Gaghan tirelessly bores the audience with a mediocre screen play that obviously got in over its head on the subject matter.  The film reeks of Hollywood pseudo-intellect!

I believe that Bill Clark's last paragraph from his review of the film posted on FromTheBlacony.com states it best:

"Those who find the deep inner workings of government corruption endlessly fascinating may find something to take away from Syriana, but by and large this is one of the slowest and most tedious films of the year – and certainly the biggest blown opportunity. A story done right about oil greed has the potential to be an authoritative must-see, but Syriana is not that film."

I give this one two thumbs down!

An interesting side note: "Syriana" is "a very real term used by Washington think tanks to describe a hypothetical reshaping of the Middle East".