Wednesday, February 20, 2013
Windows Phone 7 design issue
I own a htc - windows 7 phone. On making a call, the buttons are presented. Whenever I speak holding the phone (which is a must obviously), my finger tend to touch the closest button and that happens to he "Hold". So, almost each time I get a call either I tend to press "Hold" unintentionally or have to be extra careful in not touching that "dreaded button" since critical piece of information might be lost (imagine speaking to your manager or taking an interview). It's also embarassing having someone speak and putting them on hold! (I am right handed) - these should have be brainstormed or caughed during UX or usability testing.
The "Hold" button should be moved to the center and may be have one of the less impacting button (such as Mute) at the critical edge to avoid embarrasement or the user's inconvenience.
Is someone saying that thankfully its on the "End" button at the current tricky spot..
I relate this to the observation of a server in a restaurant, the plate's end where a "smart/observant/customer focussed" server places the fork and the knife, depending on which handed the customer is. For a right handed customer, the knife goes to the right end of the plate and the fork to the left end of the plate!
Software design can be as simple as that! Involve testers/QA folks upfront dear friends!
Monday, January 14, 2013
Dish TV - important page not found
As a follow up to my previous post, I intended to send my blog post link to dish TV.
When here - http://about.dish.com/chat (clicked - Send Feedback, Contact Us links at the bottom of the page). What I got back is this
DishTV customer support issues
1/14/2013 - 10:45p
Just called Dish TV (Dishnetwork.com - 1888 708 8825) to disconnect my services. Spent 15 minutes with the CSR. After trying to convince me giving "not so attractive" offers, he asked to get some parts from the dish that's mounted on the roof!!
When questioned why, he said, ok not needed. Shouldn't he be asking, where the dish was installed and if I could reach for it safely, first?!
He finally took all details and asked to me hold twice. After the second hold, he comes back saying "our systems are down and I am unable to process the disconnect", please call back tomorrow!
I ask why - he says "if disconnect is requested, the customer has to call".
I say - "That's what I was told 2 days earlier and called now. If your systems are down, it's not my problem. Why don't you leave a note for the next CSR/tech coming in the morning and complete the disconnect"!
Valid question - No?!
He says no he can't and repeatedly asks me to call tomorrow, like a broken record! I wonder its a tactic to give me a "hard time" since I am disconnecting...Only Dish executives can answer that question. Speak about "Customer focused approach" and "Customer first approach"....
Dish TV, can you get your act together?!
That's not all...in fact I noticed a hefty next month bill. When called and enquired, I was told that I had subscribed for HBO..when I didn't. Watching TV is a challenge for me given the lack of time, why would I subscribe for HBO..!
Some interesting read - http://about.dish.com/company-info/awards.
"We work hard to impress our customers, partners and shareholders, and the American Customer Satisfaction Index and Consumer Electronics Association – among others – have taken notice"
REALLY?!
This is not the first time experience with Dish, since I took the connection 2 years (2 long years), this could be 6th or so distress or "pain staking" call.
When I call tomorrow ( is there a choice for me...), I am sure I would be told that there is a 30 day notice period and they can only disconnect a day into the next month..nice...
Are the QA personnel looking into this and trying to improvise things? I would.
When questioned why, he said, ok not needed. Shouldn't he be asking, where the dish was installed and if I could reach for it safely, first?!
He finally took all details and asked to me hold twice. After the second hold, he comes back saying "our systems are down and I am unable to process the disconnect", please call back tomorrow!
I ask why - he says "if disconnect is requested, the customer has to call".
I say - "That's what I was told 2 days earlier and called now. If your systems are down, it's not my problem. Why don't you leave a note for the next CSR/tech coming in the morning and complete the disconnect"!
Valid question - No?!
He says no he can't and repeatedly asks me to call tomorrow, like a broken record! I wonder its a tactic to give me a "hard time" since I am disconnecting...Only Dish executives can answer that question. Speak about "Customer focused approach" and "Customer first approach"....
Dish TV, can you get your act together?!
That's not all...in fact I noticed a hefty next month bill. When called and enquired, I was told that I had subscribed for HBO..when I didn't. Watching TV is a challenge for me given the lack of time, why would I subscribe for HBO..!
Some interesting read - http://about.dish.com/company-info/awards.
"We work hard to impress our customers, partners and shareholders, and the American Customer Satisfaction Index and Consumer Electronics Association – among others – have taken notice"
REALLY?!
This is not the first time experience with Dish, since I took the connection 2 years (2 long years), this could be 6th or so distress or "pain staking" call.
When I call tomorrow ( is there a choice for me...), I am sure I would be told that there is a 30 day notice period and they can only disconnect a day into the next month..nice...
Are the QA personnel looking into this and trying to improvise things? I would.
Thursday, January 3, 2013
Speaking about end-to-end quality (pure QA, which involves envisioning to support/operations phase) and not just software testing or product quality here is an example (and how it could be better or how critical it is)...
An order that I placed on walgreens.com fell through the cracks, after waiting for 2 weeks and not seeing the product arrive, I reached out to the customer support and this is the actual conversation....I had to remind them to ship!
-------------
Walgreens Customer Service 12/7/12 to me
Dear Sreekumar, Thank you for contacting Walgreens.com customer service. This is in response to your e-mail regarding your Walgreens.com order. Sreekumar, I sincerely apologize for the delay in receiving your Walgreens.com order. Your order is currently on back order and you will receive a email once the order has been shipped. Again, I do apologize for the delay. If you have any further questions or need additional information regarding our website, please reply to this e-mail, or contact us at the toll free number in my signature.
I would also like to invite you to rate your service experience with me by taking a brief survey. The survey will only take a few moments of your time. http://vovici.com/wsb.dll/s/13b07g4c0b5?wsb8=6675 We at Walgreens.com look forward to serving all of your prescription, photo and drugstore needs. Be well. It was my pleasure to assist you today. We always appreciate customers who take the time to give us their feedback. Anything you enter will be passed onto our management team. I do hope you have an amazing day!
Sincerely, Montia P http://www.walgreens.com customerservice@mail2.walgreens.com Customer toll-free at (877) 250-5823 24 hours a day / 7 days a week For our Online Privacy & Security Policy visit http://www.walgreens.com/help/privacyandsecurity.jsp
=================
Original Message Follows: ------------------------ Hello, I didn't receive this item yet. Its been 2 weeks/10 days now! I was supposed to receive it in 2-5 days and its at least twice the time now....can I expect the product?
Thanks, Sreekumar
An order that I placed on walgreens.com fell through the cracks, after waiting for 2 weeks and not seeing the product arrive, I reached out to the customer support and this is the actual conversation....I had to remind them to ship!
-------------
Walgreens Customer Service 12/7/12 to me
Dear Sreekumar, Thank you for contacting Walgreens.com customer service. This is in response to your e-mail regarding your Walgreens.com order. Sreekumar, I sincerely apologize for the delay in receiving your Walgreens.com order. Your order is currently on back order and you will receive a email once the order has been shipped. Again, I do apologize for the delay. If you have any further questions or need additional information regarding our website, please reply to this e-mail, or contact us at the toll free number in my signature.
I would also like to invite you to rate your service experience with me by taking a brief survey. The survey will only take a few moments of your time. http://vovici.com/wsb.dll/s/13b07g4c0b5?wsb8=6675 We at Walgreens.com look forward to serving all of your prescription, photo and drugstore needs. Be well. It was my pleasure to assist you today. We always appreciate customers who take the time to give us their feedback. Anything you enter will be passed onto our management team. I do hope you have an amazing day!
Sincerely, Montia P http://www.walgreens.com customerservice@mail2.walgreens.com Customer toll-free at (877) 250-5823 24 hours a day / 7 days a week For our Online Privacy & Security Policy visit http://www.walgreens.com/help/privacyandsecurity.jsp
=================
Original Message Follows: ------------------------ Hello, I didn't receive this item yet. Its been 2 weeks/10 days now! I was supposed to receive it in 2-5 days and its at least twice the time now....can I expect the product?
Thanks, Sreekumar
Thursday, December 13, 2012
Malware - ad bar embedded on IE9!
I was trying to install PDF splitter tool and realized later that some malware was brought in with it.
When I launch IE9(Win 7), and typed in google.com, at the bottom of the page I was shocked to see the malware embedded! Image attached. How can this happen? A security glitch?
Wednesday, December 5, 2012
Google Dictionary - pronunciation tool defect
Win 7, IE 9
Go here - http://www.thefreedictionary.com/reticence click the speaker icon as many times - there is pronunciation.
Now go here - http://www.google.com and in the search bar/field enter the "define: career"
click the speaker icon, works only once.
It does not work/repeat pronunciation on refresh or resubmit. To me its a defect, for Google, may be not?
Go here - http://www.thefreedictionary.com/reticence click the speaker icon as many times - there is pronunciation.
Now go here - http://www.google.com and in the search bar/field enter the "define: career"
click the speaker icon, works only once.
It does not work/repeat pronunciation on refresh or resubmit. To me its a defect, for Google, may be not?
LinkedIn authentication error
The LinkedIn authentication issue has been teasing me for a while now (may be a year or longer), where I supply the password, it rejects the first time and accepts it at the second attempt!
No fat fingering...just the very same entry twice.
Today, minutes earlier, I logged in with the same password from para 1 (above) which worked this time and searched for someone, viewed that profile, on clicking 'Connect' I was prompted a login screen on top of the ribbon! WHYYYY? - so
Bug #1. Now, when I enter the password, login fails, the same working password from first para 1. Safely I clicked 'Home' on the LinkedIn home page (the session and login was still active and the top frame/header/ribbon appeared on the background) and navigated away and played around! -
So Bug #2 or 3 (if I include the first one as 1...it wasn't a repro as regularly I liked). OS: Win 7 IE: 9 LINKEDIN - you can take this bug for free....
No fat fingering...just the very same entry twice.
Today, minutes earlier, I logged in with the same password from para 1 (above) which worked this time and searched for someone, viewed that profile, on clicking 'Connect' I was prompted a login screen on top of the ribbon! WHYYYY? - so
Bug #1. Now, when I enter the password, login fails, the same working password from first para 1. Safely I clicked 'Home' on the LinkedIn home page (the session and login was still active and the top frame/header/ribbon appeared on the background) and navigated away and played around! -
So Bug #2 or 3 (if I include the first one as 1...it wasn't a repro as regularly I liked). OS: Win 7 IE: 9 LINKEDIN - you can take this bug for free....
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