Carl T. Holscher fights for the customers.

Category: Observations Page 19 of 90

Dispatch from the Trenches #17

A Tiny Jellyfish Relative Just Shut Down Yellowstone River

Yellowstone River is now closed because more than half a billion years ago, a jellyfish-like animal started transforming into a parasite.


FBI Apparently Made Darkweb Child Porn Site Faster During Its Hosting Of Seized Server

A better child porn site, brought to thousands of criminal suspects all over the world by your tax dollars. What a time to be alive!

The motion to dismiss points out that making it easier and faster to download child porn images runs contrary to assertions the government has made in support of prosecutions and stricter penalties for child porn viewers.


Two Photography Tribes

In the first phase of a revival, each general keeps to its in tribe. 70-year olds sell to 60-year olds and stay off that new-fangled whatever that helped kill their business. 20-somethings sell to 20-somethings on the web and off, establishing a new tribe. Eventually, the tribes meet and either work together (in the case of vintage pens this is happening right now), or repel each other (this is what I saw yesterday at this show – other shows may differ).


Comprehensive Guide To Hillary Clinton’s Email

Was Hillary Clinton’s email server ever hacked?

No. The FBI found no evidence that Clinton’s server had ever been hacked.

Has the State Department email ever been hacked?

Yes. The State Department has admitted that they have been hacked.


World Cup of Hockey

I got a call late yesterday afternoon from my wife. She asked if I wanted to see a hockey game. Her sister had two extra tickets to the World Cup of Hockey pre-tournament game between Team Europe and Team Sweden. I jumped at the chance because hockey is a blast to watch, and even better live. I’m a late convert to hockey for sure, but I’ve fallen in love. The seats were great, three rows back from the ice, almost behind the net. We had a blast watching the high-scoring affair. Both teams played a good game, but Europe was too much for Sweden and won 6-2.


Halak at the ready.


Team Europe after the game.

Customer Support from https://unsplash.com/collections/153153?photo=gN_nIUnjYJI

Patience

People have been taught to get off the line as quickly as possible. This comes from a toxic help desk culture of tracking the seconds of each call and keeping agents to strict quotas.

I work in a place where we are not bombarded with hundreds of calls per hours even though we serve a user community of over 20,000 people. Everyday once I’ve unlocked an account or reset a password, the caller says please wait with me while I try that or please don’t go! And I reassure them I am here for as long as they need me.

I am not held to a time limit for calls. My metric is customer satisfaction. Did I solve the problem? Did I give the customer an avenue for support if I’m not able to offer it? I want my customers to be happy and I work in an environment where that is not only expected but encouraged.

When you work in a place that respects the customer’s time and success, you’re still fighting against those in the industry who do not.

Android phone taking photo of colorful wall - From https://unsplash.com/photos/KGcLJwIYiac

Fi

AT&Tata

I am fed up with AT&T. We’ve been with them for a long time. My wife has been an AT&T customer since she had a smartphone. She started with a Windows phone well before the iPhone was invented.

I’ve been with AT&T since we combined our plans into a family plan when we became family 6 years ago. And we’ve been iPhone users ever since. Upgrading every 3 years as our phones wore out.

Recently, I was trying to cut my bill by removing some of the data allowance which we weren’t using any way. There’s no way to have less minutes which I would have happily done. We’re still heavy text users because not everyone uses iMessage. But that’s not expensive either.

I made a change which the AT&T’s site said would save us $30 a month on our plan. That was a relief.

Until the next billing cycle started and I saw my bill would not be $1 more than it was before. So I called AT&T and spoke to billing. The woman there basically said changing the plans only saved me about $5 a month. Which I said wasn’t even true based on what I was seeing.

We’re paying our phone off through AT&T Next 24 so that adds about $50 to our plan each month just for the phones since they no longer offer phones on contract. (Well, they do offer it, but it’s more expensive than using their Next program.)

At the end of the day, I was still paying almost $175 for two phones with data plans. There had to be a better way.

After Billing, I spoke to Colton in cancellation to ask what fees we would be charged if we canceled our plan.

Since we’re not under contract, there is no early termination fee. We’d need to pay off the balance of our phones or return them to AT&T. (We’ll see if this is true when we visit the store this week.)

Major Carriers

I looked at Verizon. Their plans are very similar to AT&T and we’d need new phones so we’d be right back where we started.

I debated T-Mobile but I worry about their coverage area. The same with Sprint. Even through they’re running a great deal now. They’re slicing AT&T’s fees in half and offering a second iPhone for free after you have one on the plan. So we’d be back paying for phones over time, but we’d get one of them for free.

I worry about the coverage areas of Sprint and T-Mobile. We’re in the DC area but we often venture out to see family in the middle of nowhere and drive through the country. I need a data signal that will guide my GPS everywhere I need to be. Not just in the middle of downtown.

My wife and I were weighing our options last night and neither of us are married to our iPhones. It’s a fine device. I’ve owned the 4, 5 and now 6 Plus. But they’re not magic. They serve no greater purpose than being pocket computers.

There’s very few apps native to iOS I rely on. And even fewer I can’t use on the iPad instead. So there’s nothing keeping us from Android. There’s no synergy with our old Mac laptops to take advantage of. iCloud is a necessary evil but not a joy to use.

Fi-nally

We are diving headlong into Android with Google’s Project Fi. As of last night, we have two 32GB Nexus 5X phones headed our way. We are leaving Apple for Google and traditional carriers for Project Fi which uses WiFi and a trifecta of cellular carriers to mesh together coverage.

Between Sprint, T-Mobile and US Cellular, they’ve created a network that cover most of the country and blankets the east coast in signal. We’ll see how it works this summer when we travel to San Francisco, Las Vegas and rural Virginia to see if the network holds up.

This will be our grand experiment and will save us money. We don’t use a ton of data each month and Fi’s pricing is a simple $10 per 1GB. If we don’t use what we’ve allotted we’ll get that money back. It’s not billed in round 1GB increments. If we use 1.2GB more, then we pay for 1.2GB, not 2GB. It truly is a pay what you use plan.

The phones should be here this weekend. We’ll be canceling AT&T once they arrive and we port our numbers over. I’m excited to try this out and see how far Android has come since the Motorola Droid.

From Boss Fight - https://bossfight.co/water-balloons-tub/

The Internet is People

The world is filled with real people, just like you. I talk to people everyday in all moods. I get the happy people excited to learn. I get the frustrated people who need a little help. I get the pissed off people who want to scream at me because I’m the poor sucker who took their call.

Working in tech support makes you the target of anger and frustration. We listen to a lot of it. We take it and try not to internalize it. We’re people. We’re real. We’re sitting at desks in sterile, soulless rooms taking calls and emails from frustrated customers.

We’re doing our best to help you and be nice about it. We’re real people, just like you. The Internet is full of those real people. They answer phone calls and emails. They read scathing words and insults hurled at them. They wait patiently through the profanity-riddled diatribes that take a 5 minute fix into a 45 minute call like I had yesterday.

We’re all people. It’s hard to remember when it’s a name in a chat box or an anonymous voice across a phone line. We’re the other person at the end of your email.

The video below animates Derek Sivers’ post Real and it’s a good reminder that we’re real people behind the technology.

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