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A look into the mind of a VB Developer
 
# Sunday, 04 July 2010

Honestly I would never have thought that I would be here using my technical blog to be venting about a vendor, but I really feel the time has come. This effort has gone far too long to go 'un-published' any longer.

The offender is Avast Antivirus. http://www.avast.com/index

I have been using their free home version for years and have been promoting it all over the place to every one. It works flawlessly and has caught so many things that other AV vendors have missed that I had decided to NEVER use anything but Avast on any system that I set up for any person. Business of course have to pay for the product because that the rules at Avast. I am FINE with that. in fact I think it is GREAT that they have thought enough to understand that home users are in need of a great AV app (the Avast provides) and that business are in a better position to pay for the support and all that. I have NO problem with them charge business and not home users at all.

So... the McAfee install that came as part of my Motorola Q phone had run out and I figured that I would go to my friends at Avast and purchase the mobile version of the app and install it on my phone and get rid of the junk that came on it for free. On 11\19\2009 I ordered and received my copy of Avast 4 PDA version and installed it. Email confirmation assured me that I would get my license code via email latter, and I did. The instructions told me how to enter the Avast license code. The PROBLEM was that the UI on the phone display did not include the 'About' button that they referenced so I could enter any code. Hmmmm

I opened a support case on 11\28\2009 explaining the issue I was having, and was responded to by Tomas the very next day that my phones 320x200 screen resolution was not yet supported and they would try to implement this feature in a future release. I asked him when they anticipate having this since I love using Avast and wanted to keep it going. I was told that they should have support for that resolution by sometime in January 2010. I felt OK with that date and told them that I would wait for the next release and figured that I would work out the license cost issues latter with them since I was going to be a few months off between having the license and being able to actually use it. I figured they would be good for it and we would work it out.

So, January comes and goes... Other things in my life had happened... I decided to follow up on April 4th 2010. Noticed that I could no longer find any listing of my original support case (AFO-665966) so I opened a new one (RSB-517949) asking for a status on my old case and if no help was going to be forthcoming then I would be expecting a refund of my $20. on 4\9\2010 I got an email back from Petr telling me that I can download Avast 5, get my license file resume to me if I forgot it, yadda, yadda, yadda.... I replied to him, and explained that I thought he was a bit confused, I was referring to Windows Mobile, etc... provided with again with the original support case # and asked for followup. As of 6\6\2010 I have yet to hear back from Petr at all and that case is still open.

In the mean time I posted about this on the public Avast message area, thinking that maybe if I started asking for any other people who maybe had the same issue I would get a response form at least the public. So far, no response from anyone (public or Avast) there. OK, what ever...

So, I decide enough is enough, I contact Avast sales and am at this point simply now asking for my $20 back. Shown below is the opening interaction I posted to get this started:

"I would like to request a refund of my purchase of Avast 4 PDA edition. REF#305093845. I have been trying to get support now since my purchase on 11/19/2009 under 2 ticket numbers (AFO-665966 and RSB-517949) and have gotten no where. I hate to move away from using Avast on my mobile phone (I use it at home on all my PCs there and love it and just recently just purchased a package of license for there) but I am not getting any help with the version I am running on my mobile phone at all. If someone can help me get a version that works on my phone I will keep running it (I love Avast) but I do not want to go longer without a functioning AV on the device and I am not getting any responses or help."

Thusly opens another ticket (XAP-831717) with a person named Adam. He asks me for details again and promises to 'look into it' for me. I give him the same technical details i Had given originally:

Motorola Q 9h global running Windows Mobile 6.1 - 2.4 Inch display 320x240 - 120 MB RAM - Avast 4.1.19 PDA

That post was on 6\23\2010. Here we are on 7\5\2010, no response. No refund, and no functional AV on my phone.

I don't get it.

When did support stop being important to people that pay?

I have worked in support most of my technical life. I worked as a phone jockey for Sony desktop and laptop support (I was agent C02E way back in the day if you remember me :) ) and was held to EXTREMELY high standards (phone monitoring, customer surveys, technical information and documentation audits, etc...). I Left there to do engineering level support and technical training for a local company called Voice Technologies Group (VTG) that built interface hardware to allow systems like IVRs, Voice Mail, and latter on Unified messaging systems interface between servers and PBX systems. They were bought by Dialogic so I ended up working for them, they got bought by Intel, and then Intel sold them off to a company called Icon Networks from Europe that ended up putting the name back to Dialogic again. Every step of the way I was involved in the servicing processes in some way, weather through support (phone or on-site) acting as a technical evangelist at all the various trade shows, writing and presenting training classes, or even stepping in and helping customers design solutions, and then test them using our hardware\software. At every step of the way I was held to the highest standards of customer interaction. If I just let a support case lie dead for a week my butt would be in a sling and I would be getting emails from customers, CEOs, you name it.

Now, I will admit that that perhaps the support expectations for a $20 bit of software is slightly lower than a hardware card or IP gateway that runs between $2000 and $10,000, but the idea is the same. You have a paying customer that plopped down some cold hard cash for and has some expectations. with respect to how they are treated and how they are interacted with. I am at this point not even expecting to get it working. I KNOW that they are simply NOT going to address my issue only because of the fact that my phone (as I have been told so many times now) is outdated and has too small a screen. The software is built for an actual 'smart phone' with a larger screen and that is that.

Simply have the personal where-with-all to just email me back and TELL me that fact and then GIVE ME A REFUND.

At this point I am not sure if I would ever buy Avast again even if I did upgrade my phone to something newer. Why? Because the level of support I have received until this point has been abysmal. Why would I expect that to change?

Avast support: Suggestion - Give me a version of SW that works or give me back my $20. I am not going away and I can have a tendency to become very persistent. I have tons of experience knowing what gets attention from the customer side of a support case.

 

Sunday, 04 July 2010 15:20:36 (Eastern Standard Time, UTC-05:00)  #    Comments [1]   Business | Customer Interaction | Expectations | Hardware | Roles  | 
# Thursday, 07 January 2010

Touch touch touch…

To be honest I don’t get it.

I touch my computer every day already. I use a mouse and a keyboard to do it, but to be honest I see very little sense in using my finger to manipulate objects on my computer. My finger tip is large, and my monitors (all 4 of them) are at a 90 degree angle to my desk. Why would I want to use my hand to reach out (and up) to manipulate objects on my computer screen when I can use the mouse to do it?

Now other devices like game tables, interactive kiosks, digital book readers, Maybe PDAs and stuff, that’s fine, but I have yet to see value in a touch screen PC that is not at very least stylus oriented. And on that subject, what is the hot thing about handwriting recognition. I specifically use a computer (and previously a typewriter) because my handwriting sucks :) Why on earth would I want to write on my PC screen? Sign a digital document? Sure, but now get someone to trust that ‘I’ signed it and we will be all set. That technology is still not proven yet and most people don’t really trust it. Using a finger print is a better option, and far more trusted, but still not entirely mainstream yet.

Yes, the touch demos that I have seen show fancy things like dragging and throwing photos around a table top, or playing games, or ordering off of a virtual menu, and those are all good examples of the use of touch technology, but at a very narrow focus and scope. The demos about interactive touch counters in the stores that allow you to compare multiple products side by side are cool too but also relay not JUST on touch but also on RFID technology that is not really related to touch. You could do one without the other. Games like chess, checkers, solitaire (every computer HAS to come with a copy of that right?) are fine for touch, but would you really want to play WOW or DOOM using touch? 

I have YET to see one ultra compelling demonstration of using touch in an office environment that wows me more than a mouse does. Can you imagine trying to do photo-retouching using your finger? Editing code or creating an application form in Visual Studio using your hands? How about highlighting text and dragging it around or changing fonts using your hands? Now picture doing all that on a 17 or even a 21 inch screen.

I am not saying that touch does not have it use, it does, but on a somewhat narrow scope I think. I think you will see (my prediction) that touch WILL finally take hold at some point, but more along the lines of interface technology that we are already familiar with today. Give me a keyboard that I can reconfigure on the fly based upon the application that is active on my screen, and do it that way. Give my a touch pad to replace my mouse, or maybe two touch pads (one on each side of my virtual keyboard) so I can do multi-touch stuff. Maybe I will reach out to my screen a bit and do larger granularity things like flip pages on a large document, or open an application by tapping on an icon, but touch is not the generic answer to one problem.

It looks cool in movies, and sounds cool in high level technical talk, but in reality, where I live, I need what works, and I just don’t see touch being a PC related thing with a ton of impact like most do.

FORCE me into a touch only interface and loose me as a customer. I WOULD use a stylus more instead of a mouse on a laptop, but don’t make me write what I can type MUCH faster or you loose me as a customer.

My prediction is that the next big wave will be multi-modal interfaces. Provide me the ability to use touch where it makes sense, and then at the same time allow me to use a mouse or stylus or keyboard where it makes sense, at the same time and at MY whim. I want to scroll down in an online book a few pages by using my hand to grab and flip a PDF down a few pages then as they scroll by use my right hand with my mouse to grab the page as I see it, stop it, and then select a few words on the screen so I can reach up and press the bold button with my left hand on the screen? That’s great.

And before all you naysayer out there bring up all the cool ‘things’ from movies like Minority Report, keep in mind that was a ‘gesture based interface’ NOT touch based, and I think that is closer to being far more useful than pure touch, but a subject for another blog entry.

Thursday, 07 January 2010 11:40:10 (Eastern Standard Time, UTC-05:00)  #    Comments [0]   Business | Design | Hardware | Touch | Interfaces  | 
# Saturday, 08 November 2008

Well I did it :)

I now have my monitor array complete. I am sitting in front of 4 Acer 22 inch flat screens running 1680 x 1050. They are sweet! Programming is fantastic. Working on school work is fantastic. The massive screen real estate is great.

Sorry, I have to show off the geek setup here:

One thing I hope that you notice is the lack of paper. Is it always this way? No, I do have paper on the desk sometimes, but it is only when I get it from someone else. It is my goal to produce no paper at all. I figure that I have an awesome system, and I do most of my work on my computer, why do I need paper at all.

The wife on the other hand sees fit to print everything :) I will let her own up to that on her own. I have to admit that I am an enabler there.. I do provide 2 printers in the house (one color ink-jet and a B&W laser) but I hardly ever use them at all. If I see something I want I print it to PDF and then it is always searchable. The extra screen real estate does help me here but the the wife has 2 monitors (her laptop wide screen on her Acer and another Acer 22 inch monitor) so I am not sure what her problem is. I think she just feels 'better' holding paper in her hand to read...

On to finalize the last week of the Software Engineering class  then it is on to an OOP class.

Saturday, 08 November 2008 22:45:50 (Eastern Standard Time, UTC-05:00)  #    Comments [0]   Hardware | Site Admin  | 
# Tuesday, 05 August 2008

Well I decided that I REALLY wanted to run Vista after all, so, since my old system had a problem with the video cards (they were only PCI) I decided to build a new system that WOULD be able to kick Vistas butt.

I think this one certainly qualifies. As you can see form the photo bellow, the heat sink on the darn CPU is the biggest I have ever seen.

Specs:

  • iStarUSA S-10000 ATX Full-Tower Server Case
  • Crucial Ballistix Dual Channel 4096MB PC6400 DDR2 800MHz EPP
  • Intel Pentium D 945 Processor HH80553PG0964MN - 3.40GHz, 4MB Cache, 800MHz FSB, Presler, Dual-Core
  • EVGA nForce 680i SLI Motherboard - T1 Version, NVIDIA nForce 680i SLI, Socket 775, ATX, Audio, PCI Express, SLI, Dual Gigabit LAN, S/PDIF, USB 2.0 & Firewire, Serial ATA, RAID
  • 2 - EVGA GeForce 8800 GT Video Cards - 512MB DDR3, PCI Express 2.0, SLI Ready, (Dual Link) Dual DVI, HDTV, Video Card
  • Thermaltake CPU Cooler / Big Typhoon VX / 4 in 1 / 6 Heatpipes / 120mm Fan
  • Ultra X3 ULT40064 1000-Watt Power Supply - ATX, SATA-Ready, PCI-E Ready, Modular

Damn! This thing is FAST! and runs Vista like a champ. The modular Power Supply is cooooooollll. No wires in the case but the ones you need. Rocks sweeeet!

So, now thew question is what do I do with my old system? A dual, dual core with Hyper-threading XEON 3Gig system.

I can't let the secret out right now but around the end of the month I might spill it... I do have plans for it though...

Tuesday, 05 August 2008 00:01:44 (Eastern Standard Time, UTC-05:00)  #    Comments [0]   Hardware  | 
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