Category Archives: Bad Business

Jan 30 2009

Shut Out

Well, so far I’ve been completely shut out from getting Phish tickets.  First, I wasn’t able to get tickets through the pre-order lottery.  Today, I tried through LiveNation, even though I had bad experiences with them before and vowed to never use them again. 

Well, I was actually able to keep my vow, since their website couldn’t handle the traffic created by the onslaught of Phans trying to get their phix.  (Who’s idea was it to put all those concerts on sale at the same time, anyway?) After trying and trying to connect, finally connecting only to have it time out, then trying to re-connect (wash-rinse-repeat), by the time I got through (40 minutes later) all that was left were lawn seats.  I’m not a fan of sitting way out in the lawn for concerts, so I passed. (From what I’ve read elsewhere on-line, even if I’d tried placing the order at that point, there’s a really good chance that it still would have timed-out and not went through.)

Seriously, you would think that a website intended solely to handle ticket sales would be designed to stand up to sudden, heavy increases in traffic.  It’s ridiculous (and I mean that quite literally – they should be ridiculed for their incompetence) that the website would become that unresponsive just trying to fulfill its primary function.

I might try again tomorrow when the Alpine Valley tickets go on sale, but we prefer going to Deer Creek.  It looks like we may end up having to go through a ticket broker. This was always our fall-back, but not the ideal choice.  Luckily, we know someone who knows someone who’s a ticket broker, so hopefully we won’t get screwed too badly.

Dec 5 2008

A Not-So-Perfect Storm

Readers react to David Pogue’s review of the BlackBerry Storm.

A couple of choice quotes:

I think there’s an important distinction between quality control (whether or not something works as designed) and quality of design. This device fails miserably in both categories.

The bottom line: BlackBerry has created the Zune of touchscreen phones.

I think the lesson here is, if you’re going to try to imitate Apple, you’d better make a product that’s better than what they already offer.  And by better, I don’t mean just claiming more features; I mean better design and implementation.  I think that’s the problem with companies like RIM and Microsoft, they focus on “features, features, features” and simply neglect design and usability.  And, when I talk about design here, I’m not just referring to how the thing looks; design has a major impact on usability.  That’s something people fail to grasp when they take Apple to task for focusing so much on design.

Nov 18 2008

An Open Letter to GM

I received the following email from GM today:

Dear George Krueger,

You made the right choice when you put your confidence in General Motors, and we appreciate your past support. I want to assure you that we are making our best vehicles ever, and we have exciting plans for the future. But we need your help now. Simply put, we need you to join us to let Congress know that a bridge loan to help U.S. automakers also helps strengthen the U.S. economy and preserve millions of American jobs.

Despite what you may be hearing, we are not asking Congress for a bailout but rather a loan that will be repaid.

The U.S. economy is at a crossroads due to the worldwide credit crisis, and all Americans are feeling the effects of the worst economic downturn in 75 years. Despite our successful efforts to restructure, reduce costs and enhance liquidity, U.S. auto sales rely on access to credit, which is all but frozen through traditional channels.

The consequences of the domestic auto industry collapsing would far exceed the $25 billion loan needed to bridge the current crisis. According to a recent study by the Center for Automotive Research:

• One in 10 American jobs depends on U.S. automakers

• Nearly 3 million jobs are at immediate risk

• U.S. personal income could be reduced by $150 billion

• The tax revenue lost over 3 years would be more than $156 billion

Discussions are now underway in Washington, D.C., concerning loans to support U.S. carmakers. I am asking for your support in this vital effort by contacting your state representatives.

Please take a few minutes to go to www.gmfactsandfiction.com, where we have made it easy for you to contact your U.S. senators and representatives. Just click on the “I’m a Concerned American” link under the “Mobilize Now” section, and enter your name and ZIP code to send a personalized e-mail stating your support for the U.S. automotive industry.

Let me assure you that General Motors has made dramatic improvements over the last 10 years. In fact, we are leading the industry with award-winning vehicles like the Chevrolet Malibu, Cadillac CTS, Buick Enclave, Pontiac G8, GMC Acadia, Chevy Tahoe Hybrid, Saturn AURA and more. We offer 18 models with an EPA estimated 30 MPG highway or better — more than Toyota or Honda. GM has 6 hybrids in market and 3 more by mid-2009. GM has closed the quality gap with the imports, and today we are putting our best quality vehicles on the road.

Please share this information with friends and family using the link on the site.

Thank you for helping keep our economy viable.

Sincerely,

Troy Clarke

This is my response:

You guys made your own bed, now sleep in it.

While the Japanese auto companies were innovating and moving forward, GM was stuck milking SUVs for all they were worth.  Now GM pretends that 30 mpg is exceptional, pushes worthless E85 flex-fuel vehicles, and boasts of its poor offering of hybrid models.  Unfortunately, the only hybrids GM offers are SUVs (to continue to milk that revenue stream) or plug-ins.  Most people shopping for hybrids have no use for either.

I have never owned a foreign car before, and most of the vehicles I’ve owned in the past were GM.  My next car will be a Honda or Toyota.  You have no one but yourself to blame.

Sincerely,

George Krueger

Nov 6 2008

Stupid Adobe

I really don’t need, nor do I want, a shortcut to Adobe Reader on my Windows desktop.  It’s bad enough your stupid installer puts one there without asking, but does the updater really need to keep putting it back every time it runs?  I really hate having to delete the damn thing over and over again.

Adobe’s certainly not the only software install that puts an icon on the desktop without asking, but as far as I can tell, they’re the only ones who insist on putting one there no matter how often you delete it.  Here’s a hint, Adobe, respect the wishes of your user.  Also, to Adobe and every other software developer out there:  ASK the user if they want a desktop (or quick launch) icon!  Is it really so hard to include a dialog that has it as an option?

I am so glad I don’t need Adobe Reader (or Professional, for that matter) on my Mac.

Sep 18 2008

Sad and Pathetic

So, Microsoft is already axing the Seinfeld/Gates ads (which, as previously noted, I actually liked) and replacing them with a John Hodgman look-alike who says “Hello, I’m a PC, and I’ve been made into a stereotype.”

What is wrong with Microsoft’s marketing?  Okay, maybe the Seinfled/Gates thing wasn’t connecting with people the way they thought it would.  But, seriously, do you really want advertising that just points out how effective the Apple campaign has been?  A campaign that casts you as being second to Apple?  (As Gruber points out, the “Burger King to Apple’s McDonald’s”.)

It’s just sad and pathetic, really.


UPDATE:

I looks like the Seinfeld/Gates spots might not be canceled after all.  (Thanks to Jim.)

Sep 13 2008

Bad Apple

Every once in a while, Apple does something completely perplexing.  Some software (or hardware) configuration that does nothing but piss off its users.  The most recent thing is forcing Genres and links to the iTunes store while browsing, and getting rid of the preferences to turn them off.  Fortunately, the Apple user base is pretty smart and was quick to come up with a solution.

But why would Apple do this?  I can’t fathom a reason to force people to view genres when browsing their music.  Does any one even use Genres?  I know that in my library the genre assignments are pretty haphazard.  If I’m importing music to my library I usually don’t bother assigning genres.  Most of the music I buy online, whether it’s from iTunes or Amazon, the genres make no sense or are too generic (e.g. “Rock” – gee thanks, that helps).

I’m sure there are people out there who are fastidious with their genre assignments, and that’s great if that’s how they organize their music.  But, I’m guessing (especially with the amount of complaints about this) that it is a small number of people.

And the links to the Apple store?  People complained so much about that the first time Apple did it that they had to add the preference to turn it off.  Why in the world would they go back on that now?  This has got to be some kind of oversight, and hopefully will be fixed in the next update.

In the mean time, if you haven’t already found this info elsewhere, here’s how to fix it:

If you’re on a Mac, open the terminal and type (or copy-paste) the following commands (one at a time):


defaults write com.apple.iTunes show-store-arrow-links -bool FALSE

defaults write com.apple.itunes show-genre-when-browsing -bool FALSE


If you’re on Windows, follow the directions on this blog.  I can’t verify that info until I get to work on Monday, but a quick read through makes me believe it’s accurate.

Jun 30 2008

FedEx Still Sucks

Well, I had another thing not delivered by FedEx over the weekend.  I hate them so friggin’ much!  (I’ve written about my displeasure with them before.)  I don’t think FedEx cares about actually delivering packages anymore, because they sure don’t try to actually deliver packages.

On Monday I ordered something from the Apple Store online (a refurbished iPod Classic, if you must know).  I chose “standard” delivery (which was free, if I recall).  The site didn’t say what the method of delivery would be (FedEx, UPS, USPS), it just listed the expected delivery times and prices for each option.  If it had indicated that it was FedEx, I probably just would have canceled the order at that point.  (Note to businesses, if you ship FedEx I likely won’t order from you.  Please don’t use FedEx!)

When I got the shipment confirmation email (on Tuesday) it gave the FedEx tracking info.  My heart sank.  I knew it would be a while, if at all, for me to ever get my new (well, refurbished) iPod.  It’s been a week since the order was placed, and I still don’t have it.

Of course, the package sat at their hub in California from Tuesday until Saturday morning. Remember, FedEx will make no attempt at delivering your package any sooner than they guarantee, even though UPS doesn’t seem to have a problem getting most of their “ground” shipments there the next day.  FedEx wants you to pay extra for next day or 2-day delivery, so they hold onto your package as long as possible if you ship ground.  However, given that they can’t even actually deliver the package anyway, why would I pay extra to not get it delivered next day?

So, Saturday afternoon they “tried” to deliver the package.  Unfortunately, they managed to show up during the one 20-minute window when no-one was there to answer the door (actually, five friggin’ minutes after I left!  Grrrrrrr.).  I realize that the timing is purely bad luck, but since FedEx sucks so bad in every other regard, screw it, I’m going to blame them for that, too!  This wouldn’t be a problem if their asshat drivers would bother to ring one of our friggin’ neighbors to sign for the package.  But, apparently it’s less work to fill out that stupid little non-delivery slip than to ring the next buzzer.  Everyone in our building was home on Saturday, and any one of our neighbors would have been happy to sign for the package.

This is a problem anytime anyone in our building gets a package delivered via FedEx.  UPS and USPS will both see if there’s someone else to sign for the package and leave it in the foyer.  You have to leave a note for FedEx on the door “FedEx for Krueger, Please ring so-and-so.”  And even then they usually don’t!

So now, I’m waiting for them to “try” to redeliver the package.  The note is up on the door (with the stupid little non-delivery slip), and our neighbors are expecting them.  There’s only one problem:  The tracking website now says the expected delivery date is tomorrow.  Can someone explain why it takes an extra day to redeliver a package that’s already on the friggin’ truck?

Oh, and one more thing.  UPS lets me reroute the package to a different address if the delivery was missed.  FedEx?  Not so much.  Again, I really don’t think they care whether or not the packages actually get delivered.

Jun 11 2008

Concert Tickets – Postscript

I finally got a response to the original help request that I filed via Live Nation’s online form (way back in Part Two of this saga).  That was over a week ago, remember?  Now, bear in mind that when I filled out the form I included very detailed information in regards to the problem, that I was billed twice for one purchase.  This is the response I received:

Dear Live Nation Tickets Customer,

Thank you for contacting Live Nation Ticketing Support.

Tickets are currently expected to arrive 4-6 weeks prior to your event if you select the Regular Mail shipping option. Ticket shipments are not trackable with the free Regular Mail delivery option. If you wish to have a trackable method of shipment, please choose 2-3 Day Express Delivery if that option is available for the show you wish to attend.

If you have not received your tickets within 72 hours of the show please contact us by calling 1-800-431-3462. If we are closed because you are calling outside of our normal operating hours you can email us at ticketsupport@livenation.com – when calling or emailing, please reference your order’s 8-digit confirmation number.

For more information please visit www.livenation.com/help.

If this did not accurately answer your question, please accept our apologies and reply directly to this email for further assistance. 

Thanks,
Shane. 
Live Nation Ticketing Support

It took over a week for them to send a form letter that doesn’t even come close to addressing the issue?  Way to go, Live Nation.  You’re really on top of your game when it comes to taking care of your customers.

Jun 6 2008

Concert Tickets – Part Four

Part One – Part Two – Part Three

Well, hopefully this will be the last post on this.

After not hearing back from Live Nation by late afternoon yesterday, I decided to call back (again).  I explained to the man that answered everything up to this point about the billing issue (as briefly as possible).  He was extremely understanding and said that he wouldn’t get off the phone with me until the problem was resolved.  He put me on hold to talk to his supervisor and came back on the line a couple of times just to update me and let me know he was still working on it.

It didn’t take too long before he came back and said that the supervisor was able to identify that there had been an error on their part, and they did bill me twice.  He was going to credit my account back and I should see the credit in a couple of days.  If I didn’t, just call back and ask for him directly.

This call did not take that long, and I really don’t understand why it required me calling three times to get this resolved (not to mention filling out the web form – which I never did get any kind of response from).  I understand that the people answering the phones can’t fix every problem and might need to escalate things.  But, if they tell you somebody will call you back, they should follow up to ensure that someone calls.  It’s basic customer service.

In the end I did ask if there was anything they could do for me to make up for all I had been through.  Unfortunately, he said there wasn’t.  So, in the end, the problem was resolved, but they did nothing to try to make me a happy customer.

I know that in the future if I can drive to the venue to buy the tickets I will.

Jun 5 2008

How (not) to Purchase Tickets – Part Three

If you need to get caught up:

Part One
Part Two

So, after never receiving any sort of response to my initial help request, sent through Live Nation’s online form, (apart from the “Your Question has been Submitted” confirmation email), I tried the 800 number again.  Incredibly, someone actually answered this time.  (It was interesting that this time while I was on hold a message would occasionally come on saying “Somebody will be with you shortly.”  That never happened the first time I called – just straight hold music the whole time.)  I spoke to a pleasant young woman and explained my situation, including the fact that I never got a response to the help request submitted on line.  She looked at my order and the history for my credit card number, which only showed that one order.  According to what she saw, there was only one order, ergo, they only billed me once.  I assured her that there were two transactions on my account.  She said she would have to check into it and somebody would call me back.

That was yesterday.  Guess what never happened?

After I got off the phone with her I called my bank.  I wanted to make absolutely sure that there wasn’t any kind of error on the bank’s part, but I also wanted to gather more information for when Live Nation called me back (which never happened).  It wasn’t an error on the bank’s end.  They saw two separate transactions occurring at two different times (twelve minutes apart), each with its own trace number.  Clearly, Live Nation billed me twice.

Today, after not hearing back from Live Nation, I decided to call again.  I got straight through this time.  I spoke to another young woman to whom I had to explain the situation, including the fact that I had called yesterday and never received a response (on top of never receiving a response from their on line form).  Of course, I went through the same things with her that I did with the other woman – checking the order and credit card number, seeing that there is only one order, explaining that even though there’s only one order they did, in fact, charge me twice, etc.  She said told me that she couldn’t help, and that both of her supervisors were in a meeting.  She could take my information and have somebody call me back.  It was very hard to keep my patience and remain polite at this point.  (I did, however.  People are always more willing to help you if you are polite.  No matter what, always try to keep your cool when you are in these situations.)

So, now I’m waiting for another call back.  I’m not optimistic.