Dealing with the likes of Comcast (and AT&T for that matter) is by far one of the most frustrating experiences. Here is just one small little example of why (see the full transcript below).

In summary: Comcast lists “Basic Cable” as one of the services on their website. It turns out that Basic cable really means just “Limited Basic” and does not include “Expanded Basic”. The pricing for Expanded Basic (or for what the agent then calls “Standard Cable”) are not published anywhere on the Comcast website. Additionally, Comcast refuses to provide a pricelist of their services. Does the FTC even pay attention to Cable companies and their ridiculous tactics??

user Guest_ has entered room
Guest_(Fri Jun 19 2009 20:09:58 GMT-0700 (PDT))>
analyst Junel has entered room
Junel(Fri Jun 19 2009 20:10:12 GMT-0700 (PDT))>
Hello Guest_, Thank you for contacting Comcast Live Chat Support. My name is Junel. Please give me one moment to review your information.
Junel(Fri Jun 19 2009 20:10:14 GMT-0700 (PDT))>
Thank you for visiting Comcast.com. What questions can I answer for you?
Guest_(Fri Jun 19 2009 17:10:37 GMT-0700 (PDT))>
What is the price for Expanded Basic Cable. It doesn’t show up on the website.
Junel(Fri Jun 19 2009 20:11:00 GMT-0700 (PDT))>
Thank you for that.
Junel(Fri Jun 19 2009 20:11:22 GMT-0700 (PDT))>
The price for the Expanded Basic Cable is $55.95.
Guest_(Fri Jun 19 2009 17:11:52 GMT-0700 (PDT))>
And where can I see that on the Comcast website?
Junel(Fri Jun 19 2009 20:12:19 GMT-0700 (PDT))>
It is the same with Standard cable.
Guest_(Fri Jun 19 2009 17:12:50 GMT-0700 (PDT))>
Okay, but I don’t see that on the website either.
Junel(Fri Jun 19 2009 20:13:53 GMT-0700 (PDT))>
I do apologize for the inconvenience. Maybe the website is not wolrking properly that is why it doesn’t show up
Guest_(Fri Jun 19 2009 17:14:23 GMT-0700 (PDT))>
In that case the website hasn’t been working correctly for months, since it’s been the same.
Guest_(Fri Jun 19 2009 17:15:22 GMT-0700 (PDT))>
So you can confirm that you too do not see the pricing for Expanded Basic Cable and Standard Cable on the Comcast website?
Junel(Fri Jun 19 2009 20:16:00 GMT-0700 (PDT))>
Our website is not yet updated for now, but we have it in our datebase if the customer wants the Expanded Basic Cable or Standard cable service.
Junel(Fri Jun 19 2009 20:16:25 GMT-0700 (PDT))>
I can confirm that I am able to see the pricing for both cable service.
Guest_(Fri Jun 19 2009 17:16:32 GMT-0700 (PDT))>
Do you have a full price sheet for the various offerings that you can email to me?
Junel(Fri Jun 19 2009 20:17:32 GMT-0700 (PDT))>
I do apologize for that. We are not allowed to send an e-mail to our customers.
Guest_(Fri Jun 19 2009 17:17:46 GMT-0700 (PDT))>
My previous question was specifically regarding the Comcast website — the pricing is NOT listed on the Comcast website.
Junel(Fri Jun 19 2009 20:17:59 GMT-0700 (PDT))>
You cabn check our website for the pricing of your products and services.
Guest_(Fri Jun 19 2009 17:18:50 GMT-0700 (PDT))>
You just told me that the pricing for the Expanded Basic/Standard Cable Service is NOT on the Comcast Website. When I asked for a price list, you say you cannot provide that. And now you’re telling me to again check the website.
Junel(Fri Jun 19 2009 20:19:30 GMT-0700 (PDT))>
What I mean is that you can check other products and services in our website.
Guest_(Fri Jun 19 2009 17:20:07 GMT-0700 (PDT))>
Yes, but I am asking for the written pricing for the Expanded Basic/Standard Cable Service.
Guest_(Fri Jun 19 2009 17:20:16 GMT-0700 (PDT))>
Which is not on your website.
Junel(Fri Jun 19 2009 20:20:37 GMT-0700 (PDT))>
I already gave you the price for the said cbale service
Guest_(Fri Jun 19 2009 17:22:09 GMT-0700 (PDT))>
I want to see the published price — either on the website or on an official pricelist.
Junel(Fri Jun 19 2009 20:24:01 GMT-0700 (PDT))>
May I have your complete address and your zip code please so that I can check the available promotions in your area?
Guest_(Fri Jun 19 2009 17:24:44 GMT-0700 (PDT))>
Palo Alto, CA 94303
Junel(Fri Jun 19 2009 20:24:56 GMT-0700 (PDT))>
Thank you.
Junel(Fri Jun 19 2009 20:24:57 GMT-0700 (PDT))>
Please give a minute or two to pull up your address.
Junel(Fri Jun 19 2009 20:27:07 GMT-0700 (PDT))>
Please provide me the complete address.
Junel(Fri Jun 19 2009 20:27:08 GMT-0700 (PDT))>
Thank you.
Junel(Fri Jun 19 2009 20:27:51 GMT-0700 (PDT))>
Please provide me the complete address.
Guest_(Fri Jun 19 2009 17:28:58 GMT-0700 (PDT))>
Why do you need the complete address to provide me pricing information?
Guest_(Fri Jun 19 2009 17:29:07 GMT-0700 (PDT))>
I’ve given you the city and the zip code already.
Junel(Fri Jun 19 2009 20:30:04 GMT-0700 (PDT))>
We need the complete address so that we can properly check the address.
Guest_(Fri Jun 19 2009 17:30:37 GMT-0700 (PDT))>
I’m inquiring about pricing, I’m not inquiring about availability of the service.
Junel(Fri Jun 19 2009 20:30:35 GMT-0700 (PDT))>
I can give you an aprroximation but for the fixed amount, I need your address.
Guest_(Fri Jun 19 2009 17:30:53 GMT-0700 (PDT))>
Can you email me ANY pricing information at all?
Junel(Fri Jun 19 2009 20:31:10 GMT-0700 (PDT))>
I have provided you the price for the said service.
Guest_(Fri Jun 19 2009 17:31:21 GMT-0700 (PDT))>
That was not my question.
Junel(Fri Jun 19 2009 20:31:48 GMT-0700 (PDT))>
What is that>?
Guest_(Fri Jun 19 2009 17:32:11 GMT-0700 (PDT))>
I’ll ask again: Can you email me any pricing information at all?
Junel(Fri Jun 19 2009 20:32:48 GMT-0700 (PDT))>
We cannot send any e-mail. I do apologize for that.
Guest_(Fri Jun 19 2009 17:33:33 GMT-0700 (PDT))>
Okay. Thanks for trying. I know it’s not your fault, but the fault of the company. Have a good afternoon. Bye.
Junel(Fri Jun 19 2009 20:34:11 GMT-0700 (PDT))>
You are most welcome.
Junel(Fri Jun 19 2009 20:34:18 GMT-0700 (PDT))>
Thank you for choosing Comcast and have a great day. Comcast appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can chat with one of our Customer Support Specialists24 hours a day, 7 days a week at http://comcastsupport.com. To close this chat, please click the “end session” button at the top of the chat window.
Junel(Fri Jun 19 2009 20:35:00 GMT-0700 (PDT))>
Analyst has closed chat and left the room
analyst Junel has left room

Epilogue: All I really want is Internet and phone service (AT&T can’t provide more than 384Kbps at my home, too far from CO), but given Comcast’s brilliantly creative “pricing” structures, getting just Internet and phone service is more expensive than getting Internet, phone and cable! IMHO the FTC should regulate the “price engineering” that pervades Comcast’s business practices.)

Simply fabulous!, April 18, 2009

I’ve had the good fortune of seeing Tina Seelig at Stanford on numerous occasions. So when I pre-ordered her book, I knew that it was going to be good. But little did I know that it was going to be *this* good.

Like a fast car going from zero to sixty in three point some seconds, Tina’s book has blasted straight to be amongst the top books I would recommend to anyone. It is one of the few books that I can say I’ve literally read cover to cover in one sitting. It is so full of amazing stories and anecdotes — each one with a unique lesson, but at the same time it is also one of the easiest books I’ve read. The prose flows beautifully and each chapter hits home with its lessons — not just one lesson, but multiple ones.

At one point in reading the book I felt like I needed to start underlining and marking the pages with the great quotable quotes in the book — till I realized I would end up marking up almost every page or at least every other page! I had to reconcile myself to thinking that this is just my first read, and that this is one of those books you have to go back to reading again and again because it’s impossible to absorb all its wisdom in one go.

I would strongly recommend this book for any person who has ever had even an iota of self-doubt or career angst. It is a book that should be “required reading” for any high school student getting ready to go to college, any college graduate going out into the workforce, and for any person even remotely thinking about doing anything entrepreneurial. Tina shows us that it’s okay to sometimes not know what you’re doing, and sometimes the best opportunities are right there in front of us, just waiting for us to seize them. We can’t always wait for someone else to push us up or forward, sometimes you just have to reach out and do that for yourself. And it’s okay to fail, because the best lessons come from failures and failures are very often the springboard to bigger successes.

Tina tells us to “Never miss an opportunity to be fabulous” — and I can say with conviction that this is yet another occasion where Tina Seelig has done exactly that — been fabulous. Do yourself a favor and read this book.

Image via CrunchBase

Earlier this week, Kathleen Richards of the East Bay Express published an article titled: Yelp and the Business of Extortion 2.0. The main point of the rather scathing article is that Yelp offers to hide negative customer reviews of businesses on its website, but for a price.

Jeremy Stoppelman, the co-founder and CEO of Yelp, posted a rebuttal on the Yelp Official Blog: Kathleen Richards – East Bay Express and several followup posts as well (see the Yelp Blog for more).

Now normally, such blog banter wouldn’t hit my radar and even if it did, I would usually ignore it. However, the Yelp story hit a nerve and prompted me to post about why I am a little dubious of Yelp.

In December 2006, I had a bad experience at a local business (Tea Time at 542 Ramona St, Palo Alto, CA 94301). I posted a review on Yelp. Here is the full text of the review:

Manu K.

Palo Alto, CA

1 star rating

12/19/2006

Yikes! I’m so surprised to see the other reviews for this place on Yelp. Here’s why:

Three of us were meeting for a business meeting at Coupa Cafe at 10:30 AM. Coupa happened to be very crowded and so we decided, hey, why not go next door to Tea Time since it was empty. And I mean empty, there were no customers there at all.

We go into Tea Time and find a place to sit. Turns out all the power outlets happened to be along the wall where there was only seating for two. There being three of us, we pulled up a extra table and chair, ordered a pot of tea and sat down do chat and do a demo.

A couple of minutes later, the guy running the store (apparently not the owner) comes by and tells us they “we’re not allowed to change their seating configuration because they have all these other customers that they need to accommodate”. May I remind you that we were the ONLY customers in the store at the time

We told him we would put things back in their position when we leave, but he insisted that he had to put the chairs back in their position right away. So we told him to give us our money back first and merrily went on our way to one of the several other great places Palo Alto has to offer.

What amazes me is how someone can be so silly as to piss off their only customers in the store and that too to make sure they can keep their chairs in the right position!

So we obviously have the worst  possible opinion of this place and I bet that their lack of attention to customer needs will render them out of business soon. Afterall, this is the Valley — lots of people go to cafe’s to plug in, get on the net and talk shop, the beverages/deserts are often the perks which come as side effect. So here’s wishing all the best to the guy/gal who owns this place — they’ve still got a lot of learning to do about how to run a business.

I posted the review and then also emailed a copy to my cohorts who were with me. A while later, when I visited Yelp, I figured I would check to see if my review was still there. I was shocked to find that when I looked through all the reviews for Tea Time, my review, with its 1 star rating was no where to be found.

A little further digging today, right before writing this post, showed that the negative review I wrote only shows up when I am logged in to my Yelp account. When I log in to my Yelp account, Tea Time has 47 reviews. However, when I visit the site in another browser, without logging in to my account, it only shows 46 reviews.

Now I’m not an avid “yelper”. This was the one time I felt that my experience with a local business was bad enough to warrant taking the time to write a review on Yelp about it. The fact that the review doesn’t show up for anyone except for me, seems to suggest something that needs further review. Jeremy has written about their black-box algorithm, but I can see how and why an algorithm should be used to compute the final ranking for a business. However, removing a full review, which is the raw data, seems inappropriate to me.

I would be perfectly okay with allowing the business to rebut the review given by a particular user and and if a business takes the time to do so, perhaps it should reduce the weight assigned to the review accordingly. However, I think it is inappropriate to not show or remove a review.

I am perfectly willing to give Yelp the benefit of the doubt here. They have a great site and I use it often to check reviews (but don’t write many). But my faith and trust in Yelp’s site would be considerably higher if I the one review I took the time to post, would actually show up on their site. If they have a rational explanation, I’m all ears and would welcome a response in the comments.

All hyperbole aside, Web 2.0 has been a wonderful thing. Today, we can search human knowledge using Google, we can communicate instantly with friends and family using Facebook, we can publish our thoughts and share our opinions (like I’m doing here) with the world using WordPress and we can publish/receive news (like a plane landing in the Hudson river) while it happens on Twitter, all among a myriad of other things. For the record, I love Web 2.0 (as a user) for its ease of use and for the so many immensely useful services it provides (though I must admit I’m not a fan of the business models that often accompany Web 2.0 companies, especially advertising related models).

Image from ConnectionCafe

But, “Houston, we have a problem.” The problem is what I would call “information fragmentation” in the world of Web 2.0. Yes, each Web 2.0/social media site in isolation may be very easy to use, but to try and get all of them to cooperate and more importantly keep track of all our information is becoming a complete nightmare. Here is just a short list of just some of my information assets:

• Personal Blog: www.sneaker.org
• Professional Blog: www.k9ventures.com/blog
• Twitter: @manukumar and @k9ventures
• Facebook
• LinkedIn
• Plaxo Pulse
• Flickr
• Google Reader
• Google Talk
• TwitPic
• FriendFeed
• Netflix

Gosh, I can’t even keep track of them in a list, and I certainly don’t want to link to all my accounts on various services for privacy concerns. Just recently, I discovered that I had a MySpace page! I didn’t even know I had a MySpace page, and in fact, I used to take pride in saying that I didn’t have one (they built their network by being spammers in my opinion). Until I discovered that I did — probably one I set up years and years ago, and never thought about it twice after that. (I have since promptly deleted the MySpace page, so that I can stick to my assertion that I do not have a MySpace page!)

Our bits are spread out all over the web. In fact, it’s probably more accurate to say that bits of us are spread out all over the web. Subtle difference. The deluge in the number of services out there has now resulted in new services (like FriendFeed and Ping.fm) which try to help you take control of all your media and interactions. However, aggregators only work in theory. In theory, the pitch for an aggregator is that “We will be the one stop shop for X.” The problem is that there are a dozen one stop shops. And so you ultimately end up building an aggregator to aggregate the aggregators! The travel industry is a great example of this with the airline sites, then sites like Expedia, Travelocity and Orbitz. Then sites like TripAdvisor, Kayak, Vayama. I’m just waiting for the next level up (Update: Didn’t have to wait too long, as soon as I finished this post and went back to check on my feeds, I found this on TechCrunch: Travelzoo’s Fly.com Launches Yet Another Travel Search Aggregator). It’s the Madoff scheme (Ponzi is becoming too old for people to know what it means any more!) of aggregators.

Likewise in social media, everyone is trying to aggregate everyone else. Till recently, I had my Twitter tweets being cross-posted to my Facebook status. I recently severed that connection. Now I have FriendFeed aggregating my tweets, my Google Reader shares, my blog posts all together. Oh, and I also have a FriendFeed tab in my Facebook profile. Everything is going in circles, I guess that must be the true indication that I have embraced Web 2.0 and social media, and more so, that I feel caught up in its embrace. An embrace of so many tentacles that it’s like being caught in, oh, oh, wait for it… a Web!

Lets make this more concrete with some examples:

1. Blog comments: When you post to a blog, you typically have comments on the blog. But then you also have trackbacks and pingbacks. And now you also have tweetbacks. The conversation has been splintered. I can get comments on the post, I can get tweets back in response to the post, I can get an email, I can get a phone call, a direct message on twiter, a like on FriendFeed or now even on Facebook, a comment on Facebook. It’s just all over the place. Fred Wilson has argued in his posts that (paraphrasing) comments should be treated as a first class citizen — as a true part of the conversation that is ocurring. But, comments are now being splintered all over — on Twitter, on FriendFeed, on Facebook, on blogs, in emails and in direct messages. Capturing that conversation has become and continues to become more of a challenge. There have been some good steps like Disqus integrating FriendFeed comments, but that is only the beginning.
2. Status messages: Status messages are everywhere. And the buzz on the web is that status is the hot thing, popularized by Twitter and Facebook’s “What are you doing?” question. (Fred Wilson says that “Status is the ultimate social gesture”) But there is also GoogleTalk status. When I update my GoogleTalk status it is seen by people in my contact list who are also on GoogleTalk. But there is no (simple) way of connecting that to my Facebook status (emphasis on simple, though Xoopit recently announced GMail and Facebook integration through a plugin), to my Plaxo status, to my LinkedIn status. Ping.fm provides some hope of being able to do this. And I’m sure if I took the time to figure out the map of where all I want my status messages propagated (and avoid any circular references) it may very well do the trick. But, all of these services are supposed to be mass-market services. It shouldn’t require this much effort and thinking to make it all work right. While on one hand I am pleased by the diversity of options, on the other hand I lament that there are simply too many options.
3. Pictures: I made a conscious choice to not post pictures on Facebook. Even though Facebook is intended to be for friends, there is a huge amount of intermingling of family, friends, teachers, co-workers, professionals and business contacts on Facebook. Yes, they provide a way to keep all these lists separate, but it just takes to much work. So I have my pictures on Picasa, in private albums that I share selectively. But then I also have a Flickr account and I also have a TwitPic account for posting images to Twitter.

I think the point is clear by now and so I won’t keep beating a dead horse. Web 2.0 and Social Media are wonderful and great, but at the same time they provide us with a plethora of options accompanied by a lack of easy interoperability (the kind that my mom could figure out). Information is being produced and created in unprecedented ways and at an unprecedented rate. It is being shared in unprecedented ways at an unprecedented rate. But, it is being fragmented in unprecedented ways. This is problem and an opportunity (as always). However, this is one case where I’m skeptical if just yet another technology (Google!?) will be able to help vacuum together all our digital bits from all over the Web.

Zephyr was the first real “instant messaging and presence” system in my opinion. We used Zephyr long before there was ICQ, or AIM, or Yahoo Messenger (or Yahoo Pager as it was first known), or GoogleTalk, or Skype. But Zephyr was the coolest thing since sliced bread. Not only did it allow you to maintain a list of friends whose presence you could monitor (mk5a has logged in to orion.weh.cmu.edu for instance) but it also allowed all kinds of cool functionality that IM never really caught up with.

Let me try to describe the coolness of Zephyr from memory. If there are any MIT/CMU alums out there who remember it, I would welcome their input to correct me wherever my memory may be failing me.

Lets start with the UI. Zephyr offered both a command line interface as well as a rich UI built around it. The command line interface was brilliant for being able to send messages even when you were telnet’d in over a dialup (shudder!). The graphical UI was cool — It not only showed a list of all your “friends,” but also showed which machine they were on. Since the machine names at CMU were logical and geo-coded by the name of the cluster they were in, you had a pretty good idea of where the person was on campus. For example, weh.cmu.edu meant Wean Hall — the home of all things geeky.

When a user logged it, their name got added to the list of online users with a little + sign next to them. The + sign would fade away. When they logged out, it showed a little – sign next to their name and then removed the name from the list. You could of course also have popup notifications about when a user logged in.

The standard UI for Zephyr used message pop-ups which appeared on the top left corner of the screen. The messages would pup up in individual windows (like the “toasts” do in Windows). The user could determine if they wanted the messages to automatically close after a predetermined time interval or stay stacked until you clicked on each message. The entire message window was a giant button — so clicking or hovering over it was not a problem.

Now, I mentioned “friends” above. but like Twitter and FriendFeed today, Zephyr also allowed me to watch people who I may not know, i.e. the “follow” vs. “friend” functionality. This allowed the discovery of lots of smart (and sometime even cute ones!) people — or as they say for Twitter/Facebook now: “Facebook is for people you know, Twitter is for people you want to know better.”

Zephyr had all kinds of utilities including one called zlocate, which alowed you to find out where someone may be logged in. zmap allowed you to produce a ASCII map of a particular cluster – you could tell exactly in what corner of the room someone was sitting in by using zmap. The wall utility allowed you to blast a message out to everyone within a particular cluster (or with a wider distribution if you had the powers). It also had a ultra fun zbomb utility which allowed you to flood a user with so many zephrys that it would take them a while to close out all the windows!

But I haven’t even gotten to the coolest feature yet. The Zephyr instances. These were vitual channels that one could subscribe to to become part of an opt-in community on any topic. The best examples are the food instance and the help instance. If you subscribed to the food instance, anytime there was free food anywhere, it would be broadcast on the food instance. (At Stanford we have the Gates food maling list, but that’s not as instantaneous as the Zephyr food instance! And as a student, when it comes to free food, you want to get that message quickly, before all the food is gone!)

The Zephyr help instance is where the magic happened. If you had a question, any question all you had to do was “zwrite -i help What’s the syntax for a regular expression that finds email addresses?” or better yet “zwrite -i help What’s the phone number for Dominos” and within seconds someone out there on Andrew-land would respond. We had “wisdom of the crowds” before it was called wisdom of the crowds. Zephyr was your oracle. It knew it all. You could ask (almost) anything and get an answer. In fact if you don’t know it already, the answer to “What is the meaning of life?” is 42. I learnt that on Zephyr.

The wisdom and instant gratification of Zephyr instances surpassed anything I had ever seen. It truly worked like magic.

Today, over 16 years later (geesh, I’m getting old) we finally have Twitter. Twitter is getting closer to what we had with Zephyr. It’s still not there. but it has the makings of it. By connecting my Twitter account with my Facebook status, I’ve finally been able to recreate the “oracle” I want. For instance, I was having trouble with my wireless router. A quick post to Twitter about which new router should I buy, resulted in a series of responses on Facebook with recommendations for which router to buy. Within 10 or 20 minutes I knew what my choice would be (in case you’re wondering it’s the Linksys WRT54GL — note the L, not the newest models, but the L). Similarly when I was trying to get some data on the paid click rates for search engines, I as able to ask Twitter (though I only got responses on Facebook!)

David Pogue (@pogue), the well known tech columnist for the NY Times conducted a similar experiment recently. Twitter really has the potential to become the oracle that taps into the wisdom of the crowds. However, Twitter is not perfect. It needs LOTS of improvement. I have lots of ideas about it too (UI improvements, threading, search, media, channels, discovery, ranking, visualizations, etc.) but that’s a topic for a whole other post.

But so far, in the absence of being able to return to Andrew and Zephyr, I’ll end with…

“Twitter, can you be my Zephyr?” (I hope so!)

P.S. In case you’re wondering, I’m @manukumar on Twitter.

However, the iPhone as a device has some severe limitations. Limitations, which remind me of the launch of the Palm VII approximately a decade ago. Yes, it was 1999 and the web was abuzz with the coolest new wireless handheld available then, the Palm VII. The Palm VII was a non-multitasking device, like the iPhone.  Right there is my biggest gripe with the iPhone — that the OS doesn’t support multi-tasking and background applications. I understand that this was done for managing the battery life of the device, but the iPhone’s inability to run background tasks prevents it from being used for several rather unique applications.

Location-based services become a whole lot more interesting when they can actually notify the user depending on the users location. I’ve had the Loopt application on the iPhone since the day I got the iPhone. However, an application like Loopt is completely wasted on the iPhone since it cannot do background notification. In addition several tracking and logging applications presently cannot be built/used since they would require exclusive use fo the phone, require that it is on all the time and would totally drain the battery on the iPhone. One rather intriguing application fo the iPhone would be monitoring personal safety (especially in the case of the elderly). There are companies that are building customer devices for doing this and their custom devices have a lot less capability than an iPhone has today. If only the iPhone would allow for background processing for it to monitor the accelerometers and sensors periodically it could be used for this immensely useful task. These are just two examples, but there are several more.

Apple has promiseded that it will provide push notification for the iPhone soon, however, push notification for the iPhone is not sufficient. For the iPhone to be a truly capable platform it will eentually need to provide background tasks and still be able to manage battery life. Conceptually this doesn’t sound like a impossible task. What does make it complicated is the ability for application developers to write applications that could be battery hogs. To overcome this Apple should put together a system that provides users with a “energy efficiency” score for applications and allow auditing to identify any applications that are being battery hogs. The battery life of the device should be a resource that can be managed.

The future of the Palm platform was crippled by many things, but in my opinion, Palm lost the battle when they couldn’t release an OS update for their devices for several years. The OS is a key component of the device and without a proper OS, the usability and future potential of the device is compromised. I sincerely hope that Apple realizes that having a more or less single tasking OS for the iPhone is not the right strategy and they need to address this issue in order to ensure the viability of the iPhone as a platform. Otherwise, it too will go the way of Palm.

I don’t have an SMS plan on my T-mobile account — basically because it annoys me that carriers charge so much for text messaging. It is the cheapest part of their service and they rake in the money with it. TechCrunch had an post about this as well.

Well, since I am under a contract with T-Mo, but they changed the rates on me, I called them up and told them I would like to terminate my contract with T-Mo since if they want to increase my rate, then I should have the option to cancel my contract. The customer service rep directed me to their cancellation/retention department. There I spoke with the agent and she informed me that I have until August 18th to change carriers. As long as I change carriers by August 18th and transfer my numbers over to a new service by that date, then I would not be assessed the early termination fee!

So for any other folks out there on a T-Mo contract, the SMS rate change may be your ticket to get out of the T-Mo contract and switch to an iPhone (or anything else) you may want to. I hate AT&T just as much as anyone can, but since Apple extended their exclusivity on the iPhone, I guess Mr. Jobs leaves me no other choice but to give in to AT&T if I want to get with the times.

Anyhow, your mileage may wary on getting out of your T-Mo contract, but feel free to post in the comments and let me and others know how it goes. I’ll update this post depending on my experience soon.

Update: The cancellation worked successfully. An early termination fee was assessed and I had to call up T-Mobile once again to complain about it and then they took it off.

I came home and installed it. First, Quickbooks Pro 2007 requires about 730 MB of disk space — kinds of excessive for an accounting package! Anyway, the installation proceeded smoothly. Then I proceeded to launch the program from the icon on the desktop. “Loading Quickbooks…” — a good sign. Then up came the splash screen, immediately followed by “This program has stopped responding” and then it shut down. And so it started…

I searched the web for solutions to the problem. The posts on the Quickbooks forum by “Community_Guru_Brian” seemed to suggest that you have to uninstall and then do a clean install after removing all the Intuit folders. Did that. No luck.

Some other posts suggested that it was a permissions issue and that I should try running as Administrator. Did that. No go. Another post suggested running “reboot.bat” to fix permissions. Did that. No go. Unfortunately, I was doing this on a Friday evening and so when I called Intuit support, of course, the support call was answered by someone with a distinct Indian accent, but with an americanized name. The support person insisted that in order to get support I would first have to “register” my version of Quickbooks and start the free 30-day support. I indicated that I did not want to start the free 30 day support clock by registering yet and all I want to do is get the product installed to at least be able to try it out first. Well, she said that in that case I would not be eligible for any help from Intuit. I asked for a supervisor and was put on hold indefinitely. Ultimately, I hung up after no one came back on the line.

Over the weekend, I continued to troll through the Intuit forums to try and find the solution to the problem. Tried everything, but no result. Must have spent a good 6-7 hours on this over the weekend, not counting the time spent on Friday (another 2-3 hours).

On Monday, I finally bit the bullet, called back in, “registered” for the free 30 day support and spoke to Jyoti in the Intuit call center in New Delhi. I indicated to her that I had already tried several things, but she insisted that I try them again. So we went through the same process all over again. Anything she would look up and suggest, I had already tried before. After over an hour and a half on the phone she finally gave up and said that this will need to be “escalated” and that she would need to first get permission etc. Anyhow, she said she would call me back the following day. We set a time for 1:00 PM Pacific — which I explained to her was 1:30 AM in New Delhi, but she agreed.

The following day, I didn’t get a call back at 1:00 PM. Finally I got a voicemail at 5:30 PM saying that the matter had been escalated and scheduled for a call back.

The next day I got a call back from David from Intuit support. He suggested that I try downloading the FULL release (330 MB) off the web and then reinstall. He said he would call back in 1/2 hour after I was done downloading.

About 2 hours later, I get a call from James in Tucson, AZ. By this point, I had uninstalled, cleaned folders and started to re-install. BTW, even the “full release” on Intuit’s website is not quite right. It is supposed to be R7, but is actually R6. And so even after installing a fresh download, you have to download an additional web patch (95 MB) and install that to supposedly get up to the latest version which is R7 as of this writing.

Another couple of hours on the phone with James (1 hour and 37 minutes is what I counted) which included booting in Safe-Mode, turning of all startup applications and services, then re-installing. Removing and re-installing .NET 1.1. etc etc.

NOTHING worked. The symptoms are all the same — QuickBooks would still crash before launching.

James was stumped and said he would discuss this in their team meeting and call me back the following day. Scheduled a call back for 9:30 AM. Of course, the next day, no one called at 9:30 AM or anytime close. Someone finally called and left a message in the afternoon, when I happened to be out of the office.

The next morning, it is now June 22nd and 9:15 AM — I called back in to figure out when I should expect a call back. The person I spoke to “Abby” who sounded quite clueless, said that they would have to “re-escalate” in order to schedule a callback! When I finally explained the whole thing yet again, she schedule a call back for the same day. As of noon, there has been no call from Intuit. Even when they do call, I wonder what resolution they will have to offer.

At a meta level, the quality of customer support and even more so the quality of the product from a company as large as Intuit is really quite astonishingly poor. There is no concept of true troubleshooting. Their agents work of scripts and knowledge-bases (like most companies these days) which turns there more into non-thinking automatons than into human beings who can think and analyze a problem.

I’m very close to calling their bluff on their 60-day money-back guarantee and at least recouping the cost of the retail box, though I doubt that will do anything to recover the countless hours I have spent with a poor product and even poorer customer support and will still leave me without a solution for what I was trying to do in the first place — setup the accounting for a new company!

Update: The problem continued for well over two months. I actually had three Intuit engineers from Mountain View visit me at home because they had reports of this problem occurring for other users but had been unable to replicate it in the lab. With no resolution at hand, Intuit then offered to buy my computer from me since they wanted to take it back to their lab to analyze it further. I explained to them that building a new computer and getting back up and running would cost me a couple of days of downtime and I doubt they could afford/want to compensate me for that. Instead I told them to please take their broken software back and just refund me my cost. I was still on the loosing end of this deal though since I’d already invested well over a weeks worth of time in helping Intuit debug their broken software. I have since reosrted to using Microsoft Office Accounting 2007 — which has it’s own issues, but at least it installs and runs!

Kudos and a big thanks to all the developers!