Want to Learn How to Anger Supportive Customers? Bury Offending Support-Community Posts and Then Don’t Help Them
In just eight months I’ve had three pair of the $250 (now $199) Bose Sleepbuds. The first pair ‘lost’ connection in the right sleepbud after a few months. I brought the complete product back to the Bose store in the Irvine Spectrum Center in Irvine, CA, and the staff not only didn’t bat-an-eye when I asked if I could exchange them, they glanced at each other and one of them immediately gave me a completely new shrink-wrapped complete product.
I was surprised but pleased. But that super-easy return made me immediately suspect that Bose knew they had a big problem with these sleepbuds and just gave away a new product to anyone who complained.
Two months later I had to do another exchange and get a second new pair and I’m now on my third pair of Bose Sleepbuds which are now unusable. Sigh…
So I joined the Bose Community to see if others had the problem and if there was something I’d not yet done to fix it (as a techie I know to run updates, reset, delete and redownload the mobile app, etc. which I’d already done … multiple times). Nothing would fix it.
Then I posted this as a new thread for discussion and to get some help:
As a techie I am overly careful with devices like my noise-masking sleepbuds (and case) while ensuring that they are clean, charged properly, updated immediately (e.g., case firmware), and otherwise handled with care. I adore what these sleepbuds do for my sleep, but have since learned that they only work for a couple of months.
So when, some months ago, my few-months-old sleepbuds saw that the right bud stopped charging fully. I brought the buds, case and all pieces to the Bose store in Irvine Spectrum Center (Irvine, CA). Told the guys what happened and they instantly returned it and gave me a new one! I was surprised, but quite pleased that they did that.
Less than two months later the exact same thing happened, this time with the left sleepbud. I updated the case firmware and both buds, and everything was fine for a week or so. Then it happened again with the right bud not charging. I took it back to the Irvine Bose store and you guess it … they replaced it *again*!
It’s now been six weeks or so and two days ago the left bud would only charge to 38%. It didn’t get me through the night, but was still workable as I could get to sleep. Did you guess that it now is only charging to 1%? Yep…so my third pair of sleepbuds have stopped working.
This is SO frustrating for a gift my wife gave me that cost her $300. It’s the only Bose product I’ve ever owned that I’ve not been consistently over-the-moon and also a product that lasted years.
I’ve read this community forum frequently trying to figure out what I might be doing wrong, but when I handle this device gently, keep it updated and clean and it still doesn’t perform, I can only surmise that it is just plain bad engineering.
If anyone from Bose is reading this and has any suggestions — and please don’t give me links to support docs since I’ve done EVERYTHING in all your troubleshooting guides — then I’m open to real solutions. Otherwise I guess I’ll take them back to the Bose store AGAIN and have them replace them for me so I can get another 6-8 weeks to find another, reliable solution.
So what did Bose do? One of their “community admins” (moderator) merged it with another thread that supposedly contained the solution … one that did not work for me so I still have an unreliable product.
They did NOT offer me any kind of personal response. There was no link to a post in the private message the “community admin” sent me. I tried to reply to it with a copy and paste of his message to me, but the HTML in it was refused and my 2nd attempt to message did not go through and resulted in an error message that I was “over my private message limit”. Holy shit this is poorly managed.
There is a “Phone Free” mode which seems to make the sleepbuds function … but I lose the alarm and other phone-connected functions (and the right sleepbud still disconnects) so that’s not a great solution.
So I think now my only course of action is to pack up my current sleepbuds and drive half an hour over to the Bose store to return them … this time to get our money back vs. exchanging them. My wife bought them for my December 2018 birthday and it’s been less than a year, so they definitely should refund us.
So Bose … if anyone bothers to read this post, you’ve got to step-up your game and learn how to perform customer support. I know this isn’t a huge sale at $250, but I’m about to go out and buy a sound bar for my expensive Sony 4K TV, and I will not be considering Bose because of this incident and how you handled it. Perhaps it’s time to bury your remaining sleepbud inventory in a landfill.
Unfortunately Trump Doesn’t Understand Technology
President Trump tweeted this morning that “Apple will not be given Tariff waiver, or relief, for Mac Pro parts that are made in China. Make them in USA, no Tariffs!” Perhaps he doesn’t know that every time he does something like this we all laugh at him?
Unfortunately, Trump’s basic understanding of technology — and which country has the manufacturing capability to even make the required components for the new Mac Pro — is laughingly ignorant.
According to CNBC, Trump says Apple will not be given tariff waivers or relief for Mac Pro parts made in China:
Apple asked for waivers on tariffs on the Mac Pro. Apple said it wanted to be exempt on some parts it uses for the new Mac Pro, including a power supply unit, the stainless-steel enclosure, finished mice and trackpads and circuit boards.
“There are no other sources for this proprietary, Apple-designed component,” Apple said in a filing.
Apple said in June that tariffs on its products will reduce its contribution to the U.S. economy. In a letter to U.S. trade representative Robert Lighthizer, Apple said tariffs would “also weigh on Apple’s global competitiveness” since Chinese companies compete with the products Apple builds. Trump met with Apple CEO Tim Cook in June to discuss trade.
Just a suggestion, @realDonaldTrump, but before you tweet would you at least ask someone in the White House — who has above a grade-schooler’s understanding of technology, manufacturing, and who can even make certain stuff in the USA — what is feasible and what isn’t?
*Any* Backdoor in to Encrypted Devices Will Not Work!
TechCrunch reported today that US attorney general William Barr says Americans should accept security risks of encryption backdoors and this idea is a very, very bad one. There is NO FUCKING WAY that I will allow my devices to have a backdoor in them … ever … and please note: this is NOT about me maintaining my social media, email or chat privacy. This is about protecting MY data and MY personal and client accounts.
If the U.S. Department of Homeland Security, Medicaid, Army, Office of Personnel Management, Department of Defense — and companies with their business and reputations at stake — can’t keep hackers out of their systems, how will the government protect a backdoor?
Check out this list of breaches on Wikipedia which starts out with this in the opening paragraphs, and scroll down to see how many companies and governmental organizations have been breached:
It is estimated that in the first half of 2018 alone, about 4.5 billion records were exposed as a result of data breaches. In 2019, a collection of 2.7 billion identity records, consisting of 774 million unique email addresses and 21 million unique passwords, was posted on the web for sale.
If a backdoor is legislated to be put in our smartphones, tablets and computers, I can absolutely guarantee that it will get out in to “the wild” and be used by blackhat hackers, regardless of what NON-TECHIES like Barr and Trump spout off about in rallies or articles.
Like CGPGrey has said, “There’s no way to build a digital lock that only angels can open and demons cannot. Anyone saying otherwise is either ignorant of the mathematics or less of an angel than they appear.” I submit that most leaders are not only ignorant of both the math and why it is not technically feasible to put a backdoor in to encryption, they only care that we can keep governmental (and hacker!) prying eyes out of our most sensitive information.
One glance at my iPhone shows that there are numerous apps that could destroy me financially and potentially provide access to my LastPass password manager … allowing subsequent access to nearly 2,000 passwords for clients and every website I’ve signed in to in the past. For example these apps being compromised:
- Charles Schwab with access to my entire portfolio
- Wells Fargo with access to my wife and my accounts
- My Bitcoin wallet
- My Apple Wallet with multiple credit cards and Apple Store cards with money in them
- Signal communication app — which protects our communications when my wife, kids or myself are traveling overseas
- My LastPass app with connections to my password vault…
- …and too many more.
I could go on and on but let me have John Oliver amusingly inform you about the realities of having the government put a backdoor in and defeat encryption:
My Kids’ Technology Adventures Began With An Alien Named Cosmic Osmo
When my first-born daughter Liz was a toddler, I was hoping I’d be able to guide her towards becoming a techie. No pushing and no pressure was what I tried to achieve. Instead I tried to be a coach to her, gently showing her how stuff worked while striving to make it fun.
One of the ways I introduced her to technology was through games. There was a HyperCard ‘stack’ game — released at MacWorld in 1989, which I bought there, called Cosmic Osmo — and we played it often. She was always delighted to play it and asked to do so whenever I was on my Mac SE/30.
HyperCard was amazing and I learned how to build my own stacks. I built one with sounds I created in SoundEdit, and when any button on the stack was clicked, it would play that sound. I loaded as many funny sounds as I could find (along with the ones I recorded myself, including my daughter’s own voice) and she LOVED clicking on the buttons to trigger the sounds!
Fast forward to today and she definitely became very technically astute. She worked for the Apple Store for five years during college and just afterwards, at Best Buy (where she moved to corporate in to human resources), and every time I’m with her I learn some new tip or trick with my iPhone. The best part is that she grasps technology instantly and I hope I had some influence on her in this way.
Here is a video from 1989 where we are in my home office, she is sitting on my desk, and we talk about “Osmo” and I record her voice with SoundEdit:
Alex Begins His Technology Adventure
In 1994 our son Alex was born and he took technology like a duck to water. For him it was all about play, which fit perfectly in to my goal extending to him when it came to making the use of technology fun.
By this time Liz was well on her way toward her belief that technology was a seamless and integral part of our lives. She became a patient and encouraging tech-coach to her little brother. He wasn’t much interested in what Mom or Dad had to say about tech, but rather he watched, listened and allowed himself to be guided by his big sister. It was fun to watch!
In 1998 I was working at Apple in the business group after Steve Jobs came back, and had the chance to bring home the first iMac introduced and it had some built-in games, like the one they loved called Nanosaur.
Here’s a fun video of my kids using that first iMac at Thanksgiving, about three months after it was introduced:
We Have Come A LONG Way With Technology!
1) Holy buckets has technology advanced! When I watch these videos above (and the one below) and think about SoundEdit and a Mac SE/30, it’s just stunning how far we’ve come with computing technology, graphics, gameplay, sound, animation, and so much more.
Want to see what Liz and I experienced playing Cosmic Osmo on a Macintosh SE/30 with a 9″ screen? Here is a video of Cosmic Osmo’s click-to-trigger interface in HyperCard:
2) By the way, somehow I missed this Ars Technica article (30-plus years of HyperCard, the missing link to the Web) on May 25, 2019, but thought I’d add it to this post. In that article I learned about a way to goof around with HyperCard — this time by downloading Steam for your PC, Mac or Linux computer and actually introduced in 2010 — and, once you’ve installed it, you can load up an instance of HyperCard here.
Make Technology Fun
Whenever I’m asked about kids using technology too much, not enough, how to make it fun or educational, I always coach parents to limit screen time, always keep an eye on their kid’s use of tech, but most importantly make the use of it fun!
Having phones that are dozens of times more powerful than that previously mentioned Mac SE/30 and original iMac — along with Internet of Things devices that are inserting themselves in all parts of our lives — we all need to keep vigilant about how we use it. If you haven’t watched the Cosmic Osmo video above, view it now and see how laid-back, at-ease, and fun Cosmic Osmo is having with his out-of-this-world technology use. There’s a lesson there for all of us. 😉
Here is what I believe is the *best* backup solution money can buy
It happened again this morning: A friend reached out to tell me their PC’s 1TB hard drive had crashed and could I help? Of course you guessed it, they did not have it backed up, the drive was toast, and they have either lost everything or could pay close to $2,000 to have the drive recovered!
I have a hard time feeling any sympathy for them, especially since he and I have discussed backup numerous times. I’ve always encouraged him to buy one of inexpensive backup drives that exist, which makes backing up so simple that anyone can do it, even him. So I’ll implore you to backup just like I did him but he is serious about it now after it is too late: PLEASE back up all of your systems and, especially, your main PC or Mac. It’s not IF your hard drive will fail, but rather WHEN it will fail.
WHY I DON’T BACKUP TO CHEAP DRIVES
For me, however, a cheap backup drive won’t do it which is why I use the ioSafe G3 drives:
The ioSafe Solo G3 is fireproof and waterproof external hard drive engineered to keep data safe during fires and floods and to protect to from theft. Designed for optimal reliability, the G3 hard drive is the easiest way to protect your photos, videos, documents and other irreplaceable data.
I’ve written about these drives before here and here and I own two of them. My iMac has a 1TB solid state drive in it and I have one external 3TB ioSafe G3 drive which is nearly full of music, photos, and files. Both my iMac’s drive and my external 3TB drive are encrypted with FileVault, so I needed a 4TB external drive to use for a Time Machine backup drive. So I purchased that second ioSafe drive — this time in a 4TB size — to back them both up (and yes, everything is encrypted there too).
In fact, today I ordered another ioSafe G3 drive but this time in a 6TB configuration. Why? Because my Time Machine backups only go back 30 days and I want them to go at least 30 days further back and maybe longer, so an extra 2TBs of storage will enable me to do that (and I’ll wipe my 4TB drive and connect it to my wife’s iMac).
WHY I DON’T BACKUP TO THE CLOUD
Consider me paranoid, but unless I control the private encryption key I don’t feel my data is safe. Anyone with that key can unlock my data and view it (e.g., Dropbox can, in theory, read all of your files).
The only one I would consider is SpiderOak’s personal One backup plan, a solution that encrypts your data before it is backed up and sent to their servers. As good as SpiderOak is, there are a few “fatal flaws” I see with using it (or any cloud service) as my primary backup solution:
- My data is in the cloud on someone else’s servers.
- It takes forever to transfer large data files so backing up is time consuming. Moving huge files can also hammer on your internet service provider’s data caps (which are becoming more common now that TV streaming is ubiquitous and used by more people than ever before) so you’ll have to pay more for data.
- The 5TB service I’d need is $29 per month ($348 per year) which would buy an ioSafe G3 drive itself!
WHY I USE IOSAFE DRIVES & BELIEVE THEY’RE THE BEST
Look … you can go ahead and backup to cheap drives. But lets say your house catches on fire and the fire department arrives to put it out. If the area near your computer burns your PC is melted and so are your backup drives and everything will be lost. Even if it doesn’t burn and melt, the water used to put out the fire will most likely compromise the backup drives and make them unrecoverable.
The features that make it “the best” backup solution money can buy include:
- The ioSafe drives can withstand temperatures up to 1550°F for 30 minutes per ASTM E119 (PDF).
- They can be completely submerged in fresh or salt water up to a 10′ depth for 72 hours (which is so much more than a firehose would douse them with in a house fire).
- The drives can be secured to either the floor or a hard-to-move object to prevent the drive, and the data it holds, from being stolen (I bolted my drives to my desk when our house was up for sale so no one could grab one and run off with it!).
- These drives are very, very quiet and, with USB 3, they are fast.
- They are a “set it and forget it” backup solution. If you have a Mac, use Time Machine to back up your computer. If you have a Windows PC, buying an ioSafe drive includes a license to Genie Timeline Professional: easy to use backup software for Windows that can protect your data with military-grade 256-AES encryption.
Living here in southern California makes drives like these even MORE important for my wife and for me. With earthquakes, wildfires, and more humans than most places on earth (so more likelihood of theft), having these drives as my backup solution give me peace of mind.
HOW AND WHERE TO BUY
Though you can buy these drives directly from ioSafe, here are a few places to pick up a 2TB, 3TB or 4TB drive less expensively:
- Amazon has the G3 2TB for $315.00
- Amazon has the G3 3TB for $349.99
- If you are a Costco member, you can pick up an ioSafe G3 4TB drive for $349.99
WHATEVER YOU DO … BACK UP!!
“Borsch, you’ve told me I need to back up … I get it!” OK, OK … but I thought my buddy didn’t want to hear me pontificate about backing up either and he didn’t … and now he’s lost all his photos, videos, emails and other data.
Don’t be like my buddy … back up now.
Play With a Real HyperCard Stack
One of THE most amazing technologies on the Mac ever, was a software “stack” builder called HyperCard, created by a guy named Bill Atkinson (whom I met in Chicago in 1987 just after HyperCard was launched). Now a developer, Josh Deprez, has created this ‘virtual’, 9-inch, Macintosh (running System 7.0.1) with a “Disk 1” loaded in to it. Inside that “disk” is a Hypercard stack.
What’s HyperCard? Here is a brief explanation from the entry on Wikipedia:
HyperCard is based on the concept of a “stack” of virtual “cards”. Cards hold data, just as they would in a Rolodex card-filing device. Each card contains a set of interactive objects, including text fields, check boxes, buttons, and similar common graphical user interface (GUI) elements. Users “browse” the stack by navigating from card to card, using built-in navigation features, a powerful search mechanism, or through user-created scripts.
Fun to play with this virtual machine and the stack, but also to remember me how far we have come when it comes to computing and devices! The machine I spent most of my time using HyperCard on was my beloved Macintosh SE/30.
My Macintosh SE/30 was an amazing machine, especially since it had a 30 megabyte hard drive! That seems laughably small now, but at the time it was huge.
Having that machine enabled:
- My daughter to learn about computers (we always played Cosmic Osmo when she was a toddler along with SoundEdit so I could change her voice to a chipmunk-like voice)
- My wife and I to launch Marketing Directions, Inc. and her business The Trend Curve™. The first newsletter I created was built on that SE/30 and Aldus PageMaker, the first wildly successful page layout program.
Apple Didn’t Include a USB-A to USB-C with the iPad Pro?
On the day you could order the new iPad Pro 11 inch for 2018, I enthusiastically ordered mine as soon as I had a moment to do so and it arrived yesterday about 3pm. With the Smart Keyboard Folio, the 2nd generation Apple Pencil, and the iPad Pro 11″ 1TB model, my total with tax was $2,167.54.
Unbeknownst to me when I began to open the iPad’s packaging, that enthusiasm would soon turn to disappointment and then outright anger! Especially since I’d intended to set this new iPad Pro up and then restore my older 9.7″ iPad Pro with my wife’s iPad’s backup so she could take it on her trip which she left on this morning. Instead I ended up wasting TWO HOURS of driving and in-store time to chase down a cable that Apple should have included in the box.
WHAT…NO DONGLE OR CABLE?
As you may know, Apple decided to move to USB-C for these new iPad Pros, a move I see as a good one. In fact, I had already made somewhat of a switch to USB-C with my MacBook 12″ and its USB-C connections. As such, I already owned several USB-C cables and dongles.
What I did NOT expect was the included USB-C and charger was like the MacBooks: USB-C on both ends! No USB-A to USB-C dongle (or cable) was included. Setting up this new iPad Pro was therefore impossible for me since the 27″ iMac Retina I bought in 2015 for $4,800 had Thunderbolt 2 and USB-A connections. Without USB-A to USB-C in some fashion, I had no way to perform the required connect-to-iTunes step to begin the set up on this new iPad Pro!
I thought, “Wait a second…Apple couldn’t be this stupid…or could they?” so I got on ‘the Google’ and confirmed that yes, Apple had been that shortsighted and I had to go and buy a USB-A to USB-C charge/sync cable. Shit.
Apple Watch 4 Is The Best
You’ve probably read all sorts of reviews about the new Apple Watch Series 4 at this point, so maybe mine will prove interesting and useful…or maybe not. In any event I am SO enthused, pleased, and excited about this new model that I felt compelled to jot down a few thoughts.
First off I purchased the Space Black Stainless Steel Case with Black Sport Band with GPS + Cellular. As many other reviewers have written, the larger speakers in the watch make calls usable, but for me the volume is still a bit low. Everyone tells me I sound as good, if not better, than my iPhone X itself.
Secondly it is FAST! While my Apple Watch 2 was “OK” as far as speed was concerned, this new one SCREAMS in comparison. Apps load quickly, using the watch feels snappy, and sometimes I find myself just goofin’ around with it since it is fun to interact with. I rarely did that with my Apple Watch 2 since it was too slow and something as simple as checking the weather app took forever. It was always faster to take out my iPhone and use it vs. the watch.
In addition, I love the larger watch face and this specific face with its multiple complications. I chose the one you see above as it provides me with everything I want, need and use all the time every day. In this case you see (clockwise from upper left):
- The temperature this morning here in Irvine, CA
- “Reminders” showing I intend to return my Apple Watch 2 back to Apple’s trade-in partner
- My Activity this morning (my wife and I walk an hour each morning)
- Timers…I seem to use them frequently
- In the center top is our 1pm appointment to order furniture for our new house being built in Rancho Mission Viejo CA
- Lastly the four center complications (again, clockwise) are the date; my wife in my contacts; the trigger for a workout (our morning power walk); and my battery level.
Since getting this watch I’ve done something I didn’t expect: I’m leaving my iPhone X where we’re staying and going out for our morning walks with only my watch.
Unfortunately I’ve been appalled by the horrifically poor AT&T mobile service in southern California — and especially in much of Irvine where we’re staying temporarily until our house is completed end of November — so I don’t get to enjoy phone-free watch use as much as I’d like to, but it is awesome whenever I do and have good cell coverage!
My Apple Watch 4 Ordering Adventure
For our 32nd wedding anniversary on Thursday, September 20th, my wife and I decided to get Apple Watch 4’s for our anniversary gifts to one another. No…it won’t be a surprise, but it will be great to have these new, much more powerful, watches.
I was all set to order and I stayed up to do so at 12:01am Pacific time. Unfortunately I had to refresh my browser and didn’t get in until 12:08am.
You can see from the shipment timing above that my watch won’t arrive until 2-3 weeks after my wife receives her watch! You might say, “Well Steve, did you order them a long time apart?”
- 12:08am: Ordered my watch and then added to the cart BUT DAMN! I forgot to do my trade-in Apple Watch 2.
- 12:09am: Immediately ordered my wife’s watch and entered her trade-in and added to cart.
- 12:10am: Ordered my watch again, entered my trade-in, and added to cart.
- 12:12am: Viewed cart and saw Apple’s warning that a single order can only contained two watches, so I removed my first watch order.
- 12:13am: You can see from above what happened during the less than five minutes it took to perform this entire transaction!
I’ve told a few buddies about this and they just laughed at me and said stuff like:
“Apple only had 20 of each.”
“Man…talk about a first-world problem.”
“At least you’re not homeless and can afford them, you pathetic geek.”
So I’ll just shut up now and, um, wait for my watch while enjoying helping my bride set up her watch this Friday. Oh yeah, and as a stockholder I’m very happy people are buying this watch in droves.
Don’t Be Sad About Coverage On Your Mobile Network. Get OpenSignal & Be Smart
It will be nine weeks tomorrow that my wife, son and I have been in southern California. There are so many great things about where we are (Irvine) but one of them, surprisingly, is not the mobile networks! Thank God I just found something that I wanted to share with you since it might help you make your own decisions on what to do next if you’re thinking of changing mobile providers.
I suppose we’re spoiled since our mobile coverage in Minnesota’s Twin Cities metropolitan area was almost always 4 bars and often 5 bars of service. Since I had Verizon on my iPad and AT&T on my iPhone in Minnesota, I could often compare the two and almost always they were pretty close in service strength and download speeds, regardless of where I was in Minneapolis, St. Paul, or their suburbs.
Then we got to southern California and almost everywhere that we found ourselves seemingly had crappy mobile network service. 1-2 bars was the norm. It seemed that every time we were somewhere with native Californians and I’d ask them what provider they had — mainly since they almost always had at least 2 bars of service when we had zero — they’d respond “Verizon!”
Thinking that maybe it was time to switch our family plan to Verizon, today I stopped in a Verizon store to get an idea of what their plans cost since their network saturation appears to be better than the one we’ve get with AT&T. The pricing wasn’t better, we have DirectTV NOW for $15 per month with AT&T, and we’d have to pay off a couple of devices. More homework was needed and, thankfully, I discovered something incredibly helpful. Read More