Back again…and catching up

After a bit of a hiatus over the last few months, I’m back.  Thanks to who have checked in and asked me to restart the blog…your wish is my command.

Since digital tech is changing all the time, I’ll relaunch with a quick rundown of the equipment/approaches I’m using these days.

Computing:

I’m using four different computers daily – main desktop, kitchen desktop, tablet/laptop, and netbook.

I added the netbook (8.5-inch ASUS) over the summer, and I’ve come to love it. Long battery life (5-6 hours) and small size means it goes everywhere with me.

On the main computer, I’ve added a fourth monitor. I’m thinking about adding a fifth next year, if I can find an external video device at a reasonable price.

Mobile computing:

Late last year, I switched to an HTC Verizon Touch Pro as my PDA phone.  It does most of the things I want, but none of them well. (Not enough RAM or a fast enough processor.) 

After toying with the idea of getting a Mi-Fi last summer, I decided to stick with using my Touch Pro as a wireless hotspot instead. Not as convenient, since I can’t talk and be online simultaneously, but much cheaper. (Free versus $60/month contract.)

Software:

Firefox, Outlook, and OneNote account for probably 99% of my activity these days. Functions associated with all three sync automatically, which makes working on multiple systems seamless.

Over the summer, I made the big shift from MS Money to Quicken.  Switching was brutal – tough to transfer 10 years of data and thousands of transactions, but it had to happen. I’m still not a fan of Quicken, though.

I also upgraded to PaperPort Pro 12 recently.  Not worth the money – stick with 11.

Home video/entertainment:

Replaced all four TVs with HDs this year, which prompted a switch from my beloved Tivos to Comcast’s DVR boxes. The Comcast DVR service can’t hold a candle to Tivo, but it wins on economics: While Comcast’s $9.95/month per box is $3 more than Tivo, I don’t have to spend $2,400 to buy four HD Tivos.

I’m still toying with switching to Verizon FIOS, although Verizon’s failure to be able to answer some of my basic questions about installation have made me wary.  Given Comcast’s continued bad and expensive service, though, it’s tempting.

I also traded my Slingbox Pro for a Slingbox Pro HD.  Streaming in HD is great – an excellent device.

So, that catches me up on tech.  What’s everyone else using these days?

Will I ever hear, "Caps win, story at 11?"

This morning, Caps owner Ted Leonsis ran a piece on his blog urging a local radio sports host to program more Caps coverage.  Leonsis points out that the Caps have the highest level of "engagement" in the league right now, with strong attendance, a hit-magnet website, and TV ratings up 140% on Comcast alone.  (I'm telling you the HD thing is making it work!)

Leonsis makes a case that if local outlets will run more Caps coverage, fans will tune in.  I agree.  In fact, my bet is that one of the reasons the Caps' website gets so many hits is because fans can't find Caps info easily enough in the local media.  The other day, my Tivo cut off the end of a game that ran long, so I missed the outcome.  Rather than getting a little analysis -- or even a quick highlights reel -- the local 11 o'clock news relegated the Caps to a P.S. after post-season Redskins coverage, NFL playoffs, college basketball, NBA coverage, golf notes, and who-knows-what else. 

How can anyone follow the team when the best the local media does is "...and the Caps lost tonight in Montreal?" 

Rant-to-Own: Comcast Round 2

Ah, Comcast, you find new ways to annoy even when you're trying to please.

The day after my recent post about the lousy Internet and TV service I've been getting (for several years), I got a very nice message from someone at the company saying that they'd like to get the issues resolved.

I was impressed.  Obviously, they're making a pro-active effort to look for customer issues mentioned on on the Internet and taking fast action to get them resolved.

So, I responded with details about the problems I've been having.  The Comcast rep immediately responded that he'd put me in touch with a local rep, who would get back to me that day.

At 5:30 p.m. that evening (Wednesday), I received an email from the local service rep, who asked me to contact her to set up a visit for a technician to come out.

Since I didn't get home until quite late Wednesday night, I didn't have a chance to answer the message, much less think about when I want a technician to come out. 

Thursday morning, I left my house at 7 a.m., didn't return until around 5.  As a result, I missed the local rep's 4:30 phone call, which she pointed out in a 4:32 email:

"I just left a message on your answering service as I have not heard from you.  If you are still experiencing service issues, please contact me.  I will schedule a visit  with our Technical Resolution Technician at a convenience  [sic] time for you to resolve the service issue."

(Sounds like the technician will be coming out to watch me resolve the issue, doesn't it?)

Although I was a little annoyed at the "if you are still experiencing service issues" -- I mean, did she think they miraculously resolved after four years? -- I figured I'd call her today (Friday) and set something up.

But, life intervened, and I was out most of the day and didn't have time to call.  At 5:05 today, I received the following email:

"Thank you for contacting our executive office with your questions and concerns.  We value your business and would like the opportunity to resolve your issue as quickly as possible. Unfortunately, our attempts to contact you have been unsuccessful. 

"Please contact our office, at [phone #] at your earliest convenience if we can be of assistance, between the hours of 8am and 5pm.  In the event that we do not hear from you by 11/21/08, we will consider your issue resolved. We look forward to hearing from you."

So, now Comcast puts me on a one-week deadline because I didn't respond to THEM within two business days?   Gimme a break.  I'm still waiting to hear back from them about an billing error in 2004.  Heck, I've spent 48 hours ON HOLD waiting to talk to Comcast service reps over the years.

(OK, I'm exaggerating.  My record was 3 hours, 22 minutes on hold with Comcast in January 1996.  I'd have hung up, but after the first hour, I became fascinated to see just how long it would take to reach a service rep.)

Just for fun, let's parse this model of customer service a bit:

1.  "Thank you for contacting our executive office with your questions and concerns." 

Actually, YOU contacted ME.  And, it wasn't a "question or concern," it was a complaint about lousy service. 

Moving on...

2. "We value your business and would like the opportunity to resolve your issue as quickly as possible." 

Mmmm-hmmm, I'm listening...

3.  "Unfortunately, our attempts to contact you have been unsuccessful." 

Your attempts to contact me have indeed been successful; your attempts to get an immediate response from me have been unsuccessful.

4.  "Please contact our office, at [phone #] at your earliest convenience if we can be of assistance, between the hours of 8am and 5pm." 

How should I know if you "can be of assistance?"  (The track record is not good.) 

BTW, my "earliest convenience" is unlikely to occur "between the hours of 8am and 5pm." But whatever...

5.  "In the event that we do not hear from you by 11/21/08, we will consider your issue resolved." 

You're giving me a deadline and a threat?  Guess you don't value my business that much. 

It's no wonder that Verizon trucks have been circling this building like hungry jackals for months now...

Rant-to-Own: Comcast? "Triple Play" or "Three Strikes You're Out"

Since I'm in a ranting mood today, here's one regarding one of my favorite whipping boys: Comcast.

Comcast is the largest cable provider, second-largest Internet provider, and fast-growing telephone provider in the United States.

Note I use the word "provider" in its modern sense of "electronic gatekeeper, irritant, and extortionist," not in the bygone, service-oriented sense.

I have some beefs with Comcast, such as its new 250GB cap on monthly data usage, the way it keeps moving my favorite TV channels to higher-tier (more expensive) packages, and its "load shaping" tactics.

But, that's not my rant today.

This week, my Comcast service went down, knocking out my cable and Internet. This happens about every other month, with outages lasting anywhere from 5 minutes to several days.

Living in an urban area, literally steps away from the capital of one of the largest, most industrialized countries in the world, where we've had cable television for several decades, this has always struck me as a little suspect, but again, that's a matter for a different rant.

Anyway, I called Comcast's service line. During the 35-minute hold to talk to a service rep, I got to listen to two things: A Muzak loop montage of Mozart, Bryan Ferry, and Wham! and ads for Comcast's "Triple Play" service, where they can provide my cable, Internet, AND phone.

Good idea! That way, when Comcast's service goes down, I won't be able to call and complain. Think of the time I'll save and the cost-cutting they'll be able to do when they reduce their customer-service center even more!