Author: Ben Brooks

  • 5 Months of Customer Service Hell with HTC

    Lucas Dailey writing about getting a replacement for his HTC EVO:

    >It took over 5 months, between 18-22 long calls to HTC (and a few to Sprint), explaining the problem in great detail to maybe 10-15 people, and easily hundreds of hours without a working phone. All to fix a defective phone under warranty with HTC.

    I don’t post this as a knock against Android, but as a knock against HTC — this is pitiful customer service. Compounding the issue is the odd warranty that makes the carrier responsible for the battery and the manufacturer responsible for the rest, I find that very odd.

    The fact that it took a YouTube video to convince HTC that there was a problem — that shows a general lack of caring for your customers. Now THAT is something I can assure you I have never experienced with Apple (and yes I have worked with many problematic Macs with Apple).

  • WordPress Breach

    Matt Mullenweg on today’s WordPress security breach:

    >Second, if you use AddThis, WPtouch, or W3 Total Cache and there’s a possibility you could have updated in the past day, make sure to visit your updates page and upgrade each to the latest version.

    Passwords used on WordPress.org have been reset too. Be sure to update.

    (I feel like nothing online is safe anymore and am damned glad that I have 1Password.)

  • Maximizing OS X with an SSD plus HDD Setup

    Matt Legend Gemmell has an awesome walkthrough on how he has maximized the speed of his iMac using both the SSD and HDD, very nice. Worth a read if you have a machine like this.

  • Quote of the Day: Brent Simmons

    “I can always tell a long-time Windows user from a Mac user — Windows folks put two spaces after a period.”
  • Why not Windows?

    Omnigroup CEO Ken Case on why they don’t develop for Windows:
    >And again, our goal is not to make the most money—it’s to make the best software.

  • Buying New Tech

    If you are the geek in your family then you are likely the person that gets asked two things quite often:

    1. What should I buy?
    2. When should I buy it?

    The former is pretty easy now days: I just steer people to the current Apple tech that will best suit their needs. It’s a blanket rule of mine with the caveat: “If you buy a non-Apple product I will not be able to help you fix it.” (In other words I make my family and friends well aware that I have no interest, time, or knowledge in helping to fix their Win/Google products.)

    The second question, the “when”, is damned hard to answer. We all know when Apple *usually* launches a new product (8-12 month cycles), but we never actually know *if* they will be launching a new update. That makes it incredibly hard to confidentially tell someone in your family when to buy something — especially considering that they are likely not to be the type wanting or needing to buy a new iPad each year, that is reserved for us obsessed geeks.

    ### The Best Time

    We all know that the best time to buy any new Apple gear is in the first month following its release. As I said above, Apple is on 12 month cycles for iOS devices and roughly 8 month cycles on Macs. That’s the blanket timing that I use for judging these things.

    The easiest products are iPads and iPhones, typically you can tell your family when it is a good time to buy these things is. With Macs though the problem is a bit harder, realistically Apple may refresh the product anywhere from 6-12 months after a “new” version goes on sale.

    ### My Rule

    OK enough talking about stuff you guys probably already know, or could suss out on your own. When my family comes asking: When should I buy X (assuming X is an Apple product because if it isn’t you should tell them to burn their money instead). I ask them three questions (if I don’t already know the answers):

    1. What do you want to do with X? (This is not always needed, but if they want to buy a product like a Mac and they would be better suited for an Air, but an Air that is a touch faster — that’s when this question becomes paramount to the decision of “when”.)
    2. When or what do you need it for? (e.g. upcoming trip, school, is this a time sensitive purchase)
    3. When will you be *able* to buy it? (i.e. Do you have the cash for this purchase now? Or are you asking me when you should buy it starting two months from now? This question serves as a sanity check for me, if the answer isn’t “right now” I tell them to get back to me when they have the money — let’s not waste each others time speculating about something we don’t need to speculate about just yet.)

    *(Note: As you can likely see by this point I am a bit of an ass in real life too. I have no qualms with saying these things to my family members, but depending on who they are I may tone down the bluntness factor. However, what I won’t do is tell someone what they want to hear, if it isn’t true or accurate.)*

    #### Edumacated Guessing

    Here comes the hard part: guessing. Unless you work in the top secret divisions of Apple you aren’t likely to know 100% when someone should upgrade or buy in, so you need to do your best guessing work.

    ##### Quickly

    For anyone that needs product X right now — for whatever reason they can’t wait — tell them just to go buy it right now. This is where you can explain that waiting isn’t a real option and that what is on sale right now is very good and will last.

    For iOS devices I generally tell people to expect to get two years worth of use out of the device. (Mainly because new versions of iOS are never very good on 3 year old hardware.) For Macs I tell people that they can expect to get 3-4 years use out of the device with no problem. That’s not to say the hardware won’t die, but that the machine should still be running serviceably fast in 3-4 years time. The less horsepower a person needs out of the machine the longer I extend that time, and vice versa.

    ##### Anytime

    Now we are on to the ‘anytime’ crowd, the folks that have decided they *want* a new computer, but have no urgent need *for* a new computer. My general rule here is to tell people what I know and what others are reporting as rumors. For instance: if a person wants to know when they should buy an iMac (now or later) I would look at the following:

    1. Date the iMac was last updated.
    2. Rumor mill.

    I would tell the person that typically Apple updates every 8 months and that the iMac was last updated 3 months ago (this is fictitious data). I would also tell them that I haven’t heard of any rumors of a new model, so now would be a probably be a pretty good time to buy.

    Simple, logical and easy. Except when the product is 6.5 months old and there are a ton of rumors circling (and have been for a month), in this case I tell them what I know and leave it up to them. There is risk in advising someone to buy something only for a new model to come out 15 days later (just outside of the return window) since they know where to find you. If the hardware they want to buy is 8+ months old I tell them to wait it out.

    **Pro Tip:** Have the person use their American Express card if they have one. AMEX has some consumer protections built in that can allow you to go get the newer model if it comes out within a set window of time — often longer than the return period. I have also heard that they will often extend the manufacturer warranty by an extra year. Be sure to verify this on your own, as these are things I heard from various different people.

    ### How I Roll

    To avoid the eventual emails about how I think when I personally purchase new Apple products, it boils down to a few factors.

    #### iOS Devices

    For iOS devices I go into every purchase knowing that I will buy a new device in a year. I buy the cheapest option that I can that still has the storage/options that I will want and need based on my planned activities for the year. (e.g. A lot of traveling means I will want 3G on the iPad and perhaps more storage space for movies.) ((My wife typically gets my old devices unless there is a compelling new feature that *I* want her to have, such as FaceTime.))

    #### Macs

    For Macs I go into every purchase with an idea of how long (all else being equal [read: my income]) I will need to use the computer before I replace it. The more money I spend on the computer the longer I will demand that it can last.

    So for my MacBook Air I planned/plan on keeping it for two years at the very least. For a MacBook Pro I would say three to four years, longer with something like a Mac Pro.

    ### Here’s Hoping

    Here’s hoping this helps you when your family comes rolling around with these often annoying questions. I know it has helped me to work this all out before I try to answer these questions when they inevitably catch me off guard.

  • Hipmunk Out for iPad

    My favorite flight search app (forget the web version) is now out for the iPad, and it is better than [its iPhone version](https://brooksreview.net/2011/04/quick-takes-on-five-apps-7/).

  • The Real Reason There Was No Email On The BlackBerry PlayBook

    Jay Yarow:
    >Turns out it had to skip native email support on the PlayBook because its architecture can’t support two devices with one person’s account, according to a source.

    Man, you would think with two CEOs you would be able to foresee this kind of thing.

  • The “New” Nokia N9

    Everyone is all hot and bothered by this new [MeeGo Nokia N9](http://swipe.nokia.com/) (wait didn’t they declare this [OS dead already](http://www.wired.com/gadgetlab/2011/06/nokias-meego-based-n9-is-sleek-and-hot/) — wow that should help with 3rd party adoption). The phone is pretty looking, but it is comical to watch the videos they produced about the phone.

    The videos themselves are very good, but how Nokia can pretend like what they created is anything new — well that I don’t get. They talk a lot about the “swipe” gesture — that’s great and all, but it’s not something new to cellphones. We have had the “swipe” since (guessing here) June of 2007.

    As I mentioned above, this is likely the last MeeGo powered phone from Nokia for a while — so why in the world would a 3rd party developer create an app for this? They won’t — hard enough to get them to do it for Windows Phone 7. They list the Ovi store as the place to get apps, but those apps are created on a phone by phone basis and the N9 has yet to be listed.

    Lastly they interface works in a way that a swipe from the left or right edge into the middle will put you into an app launcher or switcher — which is great, right up and until the point and iPhone/Android/WP7 user comes along and tries to “swipe” through their pictures only to find that it keeps kicking them to the homescreen. New concepts aren’t bad when they fix a broken system, but the current navigation on Android, iOS, and Windows Phone 7 isn’t broken — why break it?

    [Charlie Sorrel](http://www.wired.com/gadgetlab/2011/06/nokias-meego-based-n9-is-sleek-and-hot/) says of the “swipe” that Nokia invented:

    >This could be annoying or awesome, depending on implementation.

    Given Nokia’s history, I am going with annoying.

    Lastly, when Nokia claims “All it takes is a swipe” — is it just me or does it feel like they are “swiping” this entire concept from others with a much poorer implementation? Watch the videos and decide for yourself.

  • Read & Trust Newsletter

    Today is newsletter day for those subscribed to the Read & Trust newsletter, the current edition is written by yours truly. It’s all about quality and creating quality. Sign up today and you not only get to see that one but you get the last four issues as well as news ones every week.

  • The Dropbox Security “Bug”

    Arash Ferdowsi n the Dropbox blog:
    >Yesterday we made a code update at 1:54pm Pacific time that introduced a bug affecting our authentication mechanism. We discovered this at 5:41pm and a fix was live at 5:46pm. A very small number of users (much less than 1 percent) logged in during that period, some of whom could have logged into an account without the correct password. As a precaution, we ended all logged in sessions.

    This is a big deal and if you read through the comments on that post it is littered with pissed off customers, many claiming they won’t be using the service anymore. The smart move at this point is not to keep anything sensitive in Dropbox until Dropbox proves competent at security.

    I have seen a few people worried about their 1Password data that they sync with Dropbox, it’s important to remember that 1Password data is encrypted before syncing. Meaning this data was still secure.

    Dropbox, you can and need to do better.

  • The price of “Free”

    Richard Muscat in what may be the best thing I will read all month:
    >Free rarely works, and all the times that it doesn’t, it undermines entrepreneurial creativity, destroys market value, delivers an inferior user experience and pumps hot air into financial bubbles.

    This is a *must* read if you always are wondering while I loathe “free” options.

  • F’in Color

    Claire Cain Miller:
    >Photos might not even be a part of Color in the future, he said, though an engineer hired away from the computer-in-a-pen company Livescribe is working on ways for people to doodle on photos. Analysts are curious about whether Color can pull off a do-over — and whether it and other high-priced start-ups can beat the long odds that all fledgling companies face.

    They received $41 million for a half-cocked idea around social photo something. They spent almost as much money on domain names as Instagram used to startup and actually make a useable product.

    The quoted App Store review sums it all up:

    >“It would be pointless even if I managed to understand how it works,” one reviewer wrote in the Apple App Store.

    I don’t think that sums up just the app, but also: the company, the investors, and the “idea”.

  • Android’s Patent Challenge

    Brandon Bailey:
    >Calling it “breathtaking” and “out of proportion to any meaningful measure,” Google (GOOG) attorneys revealed late Friday that an expert working for Oracle (ORCL) has estimated Google may owe $1.4 billion to $6.1 billion in damages in a patent dispute over the popular Android mobile operating system.

    Trial isn’t scheduled until the fall, but it has been very clear from the outset that Oracle wants big money from Google for patent violations stemming from Oracle’s acquisition of Sun Microsystems and it’s Java programming language.

    I’d say this is a far bigger deal than Lodsys.

  • Quote of the Day: Dave Winer

    “Everyone thinks that everyone reading on the iPad wants Flipboard. If I wanted it, I would read the web using Flipboard.”
  • [SPONSOR] Tweed

    More and more people are using Twitter to post and comment on what they’re reading and writing. Tweed is an iPad app that keeps on top of this by filtering out just tweets with a URL in them and gives you a neat way to browse and short-list articles to read now or later. It’s not another Twitter client, it’s an app you use along side your Twitter client to make sure you’re not missing out on news and articles amongst the conversation.

    Check out the demo video [here](http://lithiumcorp.com/tweed/).

  • Bamboo Paper

    The icon is terrible and the market is saturated. Even with those caveats I think Bamboo Paper may have one of the best “ink” engines that I have seen. I actually think the replication of writing with a felt tip pen is done better in Bamboo Paper than it is in my old stand-by Penultimate.

    I haven’t tried it with a stylus because I gave me stylus away, but even with your finger it works pretty well — as well as any other drawing/handwriting app. A few testers have noted that it doesn’t get tripped up when you rest your hand on the screen and I found that it still does get tripped up, but not to the degree that *most* iPad apps do.

  • Skype Fires Executives, Avoiding Payouts After Microsoft Buyout

    Joseph Galante:
    >Skype Technologies SA, the Internet- calling service being bought by Microsoft Corp., is firing senior executives before the deal closes, a move that reduces the value of their payout, according to three people familiar with the matter.

    Clearly Microsoft has shown that they have the management chops to run online services successfully. [Clearly](http://www.businessinsider.com/chart-of-the-day-microsoft-online-operating-income-2011-1).

  • NY Post Blocks Access To Its Website On iPads To Drive App Purchases

    Casey Johnston reporting on this stupid decision:

    >Trying to access the paper via the Safari browser on the iPad results in a redirect page that points them to the app, as well as a few other basic services.

    and:

    >As a Murdoch publication, the NY Post appears to be getting pushed in the direction of The Daily, which exists only as a paid app on the iPad. The NY Post app costs $1.99 to download and gets the customer 30 days of access; after that, it’s $6.99 for one month, $39.99 for six months, or $74.99 for a year. By comparison, The Daily is free to download, and costs 99 cents a week or $39.99 for a year’s subscription.

    I can just picture how this happened:

    Old Media Guy (OMG) emails young middle manager (MM) in charge of the iPad app to say: “I thought building this iPad thing was going to make us millions like those Birds guys?”

    MM: It is taking off a bit slower than expected, but the market is very new.

    OMG: What are *you* going to do to fix this problem?

    MM: I think *our* best course of action is patience.

    **2 Days Later**

    OMG: I was talking to my nephew and he said we could just block people on the iPad from visiting our website. That would force them into buying our iPad app. Let’s do that.

    MM: Sir, we certainly *could* do that, but I strongly recommend against it. Here are some reasons why (Reader’s choice: add in three reasons that are logical here).

    OMG: How about we just block them and see what happens.

    MM: Yes sir.

    At least this is how I imagine stupid decisions get made.

  • Facebook’s Upcoming… Issue

    MG Siegler:

    >With some 700 million users, Facebook is one of the biggest forces in the tech world today. But their glaring weakness is that they do not ultimately control their own destiny. They have flourished on the desktop-based web, which is mainly open, but mobile is the key to the future. Facebook has been doing pretty well here so far, but because they do not control the platforms they are on, things are likely to get hard for them going forward as rivalries intensify.

    Which is why they are always rumored to be creating their own phone.