Toaster Repair

My toaster only toasts on the outside, because the center heating element doesn’t.
No problem! I will take it apart.  Maybe I can fix it.
My toaster is held together by tamper resistant screws!
No problem!  I have a set of tamper resistant bits.
…but the screws are down inside holes that are too narrow for the bit.
What kind of state secrets are inside this thing?

wbshop.com

I don’t think I’ll be shopping at wbshop.com any more.  They have had some sort of massive logistical breakdown.
Back on Tuesday, February 9, 2010, I made an $82 order for in-stock items, with two-day air shipping.  Since I ordered in the morning, I expected delivery Thursday, but I would have been only moderately disappointed with Friday, since almost everyone says “two day” when they mean “three days”.
It is now 13 days later, and the order has not shipped.  I had received an order acknowlegement email, but the online system says I have never ordered.  The telephone customer support center says the order is fine and is “in processing” at the warehouse, but they are running “a little behind”.
The gap between reasonable expectations and corporate performance is large.
Here are a few notes and suggestions.

  • The website continues to show items “in stock” and “ships in one day”, when this is obviously not true.
  • The website does not show my order at all.  According to the call center people, it will only show up after it is shipped.
  • My credit card was charged at the time of order.  Maybe my impression that mail order companies are only allowed to charge when they ship is out of date.  I have made an inquiry.
  • There have been no emails or calls from wbshop reporting delays or setting expectations.

I know a modest amount about systems for e-commerce, since I wrote a book on the subject (Designing Systems for Internet Commerce).  I have a few suggestions on technical aspects:

  • The online system can show all orders, completed and pending.
  • The online system can show current status, and contain links to make inquiries
  • The website can contain correct information about product availability
  • The online system can send email updates when previous promises become inoperative
  • There does not need to be any difference if the user account was created at the end of the first order or before it starts. The order is tied to the account and should show online.

And  I have some thoughts about public relations and customer satisfaction

  • Transparency works.  When you have a problem, coming clean about it and providing the best and most accurate information you have is nearly always better than becoming defensive, failing to respond, or stonewalling.
  • For an online store, logistics is everything.  Amazon gets this right.  Wbshop does not.
  • Customers have blogs.  Those blogs are indexed.  Maybe I can add some special index terms.

So what is happening?   I got one customer service rep to go off-script and mention “500 orders behind” but I doubt that is right.  500 is not a two-week problem, it is a few person-days of work at most. That doesn’t explain an ongoing two week delay.
Update 2/26/2010
The order still hasn’t shipped.  I’ve learned a few more things

  • Discover card says it is up to the merchant to charge on order or on shipment.  Discover is happy to help me dispute the charge if I want.
  • A supervisor at wbshop tells me their practice is to charge when items are in stock, and hope they ship soon.  That obviously isn’t working well.
  • “Escalation” consists of sending an open-loop inquiry to the warehouse, with no expectation of hearing back from them.  As far as I can tell, there is no way for the call center to even find out if the order has simply been lost.

I was told Tuesday that the backlog should be cleared by “the end of the week”.  Here it is Friday afternoon and that has not happened.
The call center also has a music on hold system. It interrupts the music every minute or so to tell you “please continue to hold.”  This is a really bad design, since the caller has to shift gears to listen to the message every time.  It would be much better to have the music uninterupted.
Update March 1, 2010
I received an email from wbshop.com this morning:

Dear Lawrence Stewart ,
We deeply apologize for any inconvenience, but your order number xxxxxxx-00 has been delayed due to warehousing issues and we have been unable to ship the merchandise in your order. Please note that our warehousing issues have been resolved and we will be able to ship your order by no later than March 2, 2010. We will send you an email confirming when the shipment leaves our warehouse.
WBshop.com values you as a customer and greatly appreciates your business. We regret that this delay has occurred, and will be refunding $5.00 from your order number xxxxxxx-00 and will issue the refund to your credit card by March 31, 2010.
Please note if you have any questions about your order or charges on your order, please feel free to email us at service@wbshop.com or call our toll-free customer service number, 1-866-373-4389. Customer service representatives are available Monday thru Friday between 8:00 am and 10:00 pm (EST), and on Saturdays between 8:00am and 6:00pm (EST).
Also, you may always call this customer support number to cancel your order prior to shipment of the order to receive a prompt refund. If we do not hear from you before we ship your order to you, we will assume that you have agreed to this shipment delay.
Again, thank you for your patronage.
Sincerely,
WBshop.com

After 20 days, they are able to tell me my order is planned to ship by 21 days.
I have some suggestions.

  • Send an email immediately when does not ship on schedule.
  • If a new ship date is available, provide it.
  • In any case, provide a date for the next informative email.
  • If the original delivery date can be maintained by upgraded shipping, do that at no charge
  • If the original delivery date cannot be maintained, provide free shipping
  • Provide online order status for pending orders
  • Build systems that give the call center visibility into the warehouse. Maybe you don’t want to tell people “there are 1200 orders ahead of yours” via the web, but telling people angry enough to call is a good idea.  We’re angry, but we realize that folks delayed longer than us should be cleared first.

But, after nearly three weeks, stating with such assurance that you will ship by tomorrow is unlikely to be believed.
Update March 3, 2010
Good News!  Amazingly, wbshop did ship on March first.  I only know this because I called.  They did not send an email to say so.  How hard is it to send an email?  In addition, I got another email announcing a 25% off sale on the very items I tried to buy.  After another call, wbshop issued a credit for the difference.

John Mucci

I am greatly saddened to report the passing of John Mucci this past Sunday.
As some of you know, I have an affinity for people when I cannot predict what they are going to say. I am not talking about randomness, but about folks who have an approach to thinking that is unlike my own and a depth of insight I rarely reach.  John was one of those people.
I first met John in 2004 when I got started talking to Matt Reilly and Jud Leonard about SiCortex. John was perhaps foremost a salesman, but he worked not only to understand the technology but to understand it well enough to see how it would apply in new situations.  At first I was surprised that the CEO wanted to interview every prospective team member, but I came to treasure the hiring meetings afterwards.  Not only could I not predict his opinion, but his assessments made sense.
As far as I could tell, John knew everyone involved with High Performance Computing and usually on a first name basis.  Walking the floor with John at Supercomputing was an experience.  The mean free path between people he knew was about 10 feet.
Prior to SiCortex, John had worked at Digital Equipment and at Thinking Machines, where our paths almost intersected, as I worked elsewhere at Digital, and later Open Market took over space in Cambridge previously occupied by TMC. I mention this because of another similarity between Thinking Machines and SiCortex – both were well liked by their customers.  I know that John Mucci was responsible for the good regard folks have of SiCortex, and I like to think the same was true at Thinking Machines.
He will be missed.

More Hotel WiFi

At SC09 in Portland, I stayed at the Marriott downtown, which was a perfectly fine hotel, except that the restaurant and bar seemed to close at 10PM.  What’s with that?  WiFi was $10 a day.  As I’ve noted before, there is an inverse relationship between the expense of a hotel and the quality and ease of use of its Internet access.
I was in New York City two weeks ago, and stayed at the Millenium Hotel at UN Plaza.  Don’t bother.  They no longer have ice machines!  This is just such a basic requirement of hotels that… I can’t go on.  In any case, they don’t have WiFi, they have wired Ethernet for $12 per day.
A few days ago, I was in Baltimore and stayed at the La Quinta BWI.  The WiFi was fast, free, and easy.  These guys have it <almost> right.  There is a browser intercept screen, but it does not ask you to register. All it does is ask if you want to join their email list (no), and then it lets you on the net.  There was no problem playing You Tube videos, which usually kills hotel networks.
I was really quite impressed.
In any case, the inverse relationship still holds.  Millenium (expensive hotel and bad Internet), La Quinta (inexpensive hotel, free  and good WiFi). Marriott, somewhere in between.
I’ll note, however,  that you can see a <lot> of WiFi networks from the 36th floor in Manhattan.

Excellent Ad Placement

Ad placement is the problem of putting an advertisement in exactly the right spot so that the people you are trying to reach will see it.
This week I was at the Supercomputing conference in Portland.  The density of iPhones at the conference is very high.  One morning I fired up my Accuweather app to find out if I should bring the umbrella.  It is Portland after all!

iPhone screen shot
iPhone screen shot

This is outstanding ad placement.  You are looking for supercomputer geeks.  They congregate in Portland, they have iPhones. They are going to check the weather.  Score.

A Tribute to xkcd

I am an avid reader of xkcd.  Recently a cartoon on Movie Narrative Charts appeared. My immediate reaction, of course, was to search the Minuteman Library Network for an available copy of the time trave movie Primer.
My favorite quotes:  “Are you hungry? I haven’t eaten since later this afternoon.” and “The best mathematicians are the lazy ones.”
Win and I watched the movie the other night, and I came up with this appreciation, in the style of xkcd:

time001

Thin (mobile) clients considered harmful

I’ve tried to stop following the T-mobile / Microsoft Sidekick disaster, in which all customer’s data has been lost, but I can’t.  It is an example of schadenfreud.
So far, the word is that Microsoft embarked on a SAN upgrade without an adequate backup, or perhaps without an independent backup.  Sidekick devices are thin clients, which keep data only as a cache of the truth, which is on the server.
Thin client is an idea which periodically pops up. The reasoning behind thin client seems to take two forms: thin clients need less hardware, so they are cheaper, and thin clients are easier to centrally manage.  These days I suppose there might be a third issue, which is that thin clients are more secure, because they don’t contain your data when you are not there.
The “cheaper” argument really hasn’t made much sense for the last decade. Storage has been following the usual technology curves, and has become incredibly cheap. Processing power as well.  It just makes no sense to make the client stupid on the grounds that it saves money.  A related argument has been that thin clients are quieter than thick, because they can be made fanless.  We now have flash storage that is very low power.
The “centrally managed” argument has a place in the enterprise, in which IT can “provision” a workstation remotely, and employees can “hotel” by taking any available cube.  This argument doesn’t seem to apply to mobile devices like laptops or phones, however, because they usually are assigned to one person for an extended period. It definitely doesn’t apply to non-enterprise devices.
The security argument is a red herring, I think, and one that is easily corrected by a decent encrypting filesystem.  Yes, a stolen device would be susceptible to offline attacks.
Another issue is availability.  We are not always connected, at least those of use that depend on wifi and crappy cell phone networks.
I think that techn0logy trends and connectivity argue for local data. I want copies in the cloud, as backup, and available for computations out there, but I want local access as well.
My personal digital footprint now hovers around a Terabyte, and is only that large because I’ve been gathering digital copies of home video.  I have, I think, about 4 copies.  I can’t keep it all inside the laptop or iPhone yet, but I can keep all my historical email, all software I’ve ever worked on, all music I own, and all photos I own with me at all times.  I also have 10 or 20 gigabytes of public domain books, just in case I need something to read.
In a few years, all that will fit in my phone, and a few years after that, I can have the video as well.  Vernor Vinge got this right in his Marooned in Realtime, with a “pocket database” that could hold one’s digital footprint, plus plenty of reference material.
I think there is also an argument that the Sidekick architecture failed to adapt to technology trends.  Thin client might have made sense when Danger was starting, back in ought-two or whatever, but it doesn’t make sense now, with multi-gigabyte flash chips nearly free.

Days of (Vista DNS) Rage

I have a Trendnet print server between the LAN and an HP1320 USB printer.  The printserver speaks LPR, among other things, and I set up Cathy’s Vista laptop to print via an LPR port to 192.168.166.7, queue HP1320, and it worked fine.
After a rework of the network infrastructure, the printserver moved to .167.39, and acquired a DNS name on the internal network of studyprint.stewart.org.
To make printing work again on the Vista laptop, I created a new LPR port to studyprint.stewart.org queue HP1320 and all was well.
Yesterday the laptop stopped printing.  Jobs were queuing locally.  From a command prompt window, I could ping 192.168.167.39, but I could not ping studyprint.stewart.org.  Aha! DNS problems.  However Firefox and IE worked normally for names outside the LAN.
I tried nslookup, and it works fine.  studyprint.stewart.org resolves, as it should, to 192.168.167.39.
Then I discovered that I could ping “studyprint” but NOT “studyprint.stewart.org. I presume because the DHCP server told it the default domain was stewart.org.  There is really no excuse that the fully qualified name doesn’t work.
At this point, I remembered that Vista is not my fault, and hardwired the printer port to 192.168.167.39.  Printing works again.
Dear Microsoft.  How is it that you cannot make DNS lookups work reliably? How is it that nslookup works fine but ping does not?   It is really too bad that C has some sort of Mac allergy.
Did I mention that the Trendnet printserver speaks Bonjour?
I think it is supposed to speak windows networking as well, but I’ve never gotten it to work.

How to stop itching

Hot water stops itching.
This is not well known, but here are some links:
http://www.associatedcontent.com/article/394710/how_to_stop_the_itch_of_poison_ivy.html
http://www.peoplespharmacy.com/2005/10/18/hot-water-for-itches/
Scratching really doesn’t work.  After a few minutes, you want to scratch again, but hot water really does work, for hours.
Evidently, itching is caused by release of histamines from the skin.  Hot water causes the skin to release the whole reservoir at once.  This causes a truly weird sensation for a few seconds, but after that, the area won’t itch for quite a while – hours – until the histamines build up again.
The water has to be rather hot – not full on hot (140 at my house) but hotter than feels comfortable.  Experiment.  You will be a happy and itch free person.
I use this technique with poison ivy or mosquito bites.