| Vol. 8, #50 - Dec 9, 2008 - Issue #358
|  | OEM Tech Support: Is It Becoming a Joke? |
| This issue of WXPNews is sponsored by
 | - Editor's Corner
- OEM Tech Support: Is It Becoming a Joke?
- Follow-up: Where the Responsibility Lies for Safe Computing
- Quotes of the Week:
- Cool Tools
- Tools We Think You Shouldn't Be Without
- News, Hints, Tips and Tricks
- Beware XP "Blue Edition"
- Dell charges $150 for XP
- Which is the best netbook?
- How To: Using XP Features
- How to restore Task Manager's Menu Bar
- XP Security News
- Critical vulnerabilities affect XP SP3
- XP Question Corner
- Is there an easy way to take my Favorites with me?
- XP Configuration and Troubleshooting
- IE 7 stops responding
- XP SP3 computers using ICS lose network connectivity
- Fav Links
- This Week's Links We Like. Tips, Hints And Fun Stuff
- Product of the Week
- Free PC Performance Scan - Over 100 Million Run
|
 | Free PC Performance Scan - Over 100 Million Run
In just minutes, discover how you can improve the performance of your computer without the expense of adding new hardware. PC Pitstop's FREE Optimize Scan is easy to run and will automatically diagnose problems with your PC. Receive a FREE custom report detailing issues that are preventing your PC from running at top speed.
http://www.wxpnews.com/0W399O/081209-Optimize
| |
| Editor's Corner | |
OEM Tech Support: Is It Becoming a Joke?
Not long ago, we discussed software companies including - among other things - how well they support their customers. But what about the hardware vendors? I'm hearing more and more horror stories from people who've bought computers from the major computer vendors and are unhappy with the service they get when they call tech support. It doesn't seem to matter which company you buy from - I hear the same sorts of complaints about Dell, HP, Sony and others.
In thinking about this, I realized that it's an issue that I personally don't think much about, because I rarely ever call a vendor for support. If I get a computer home and there's something major wrong with it, I take or send it back to the retailer where I bought it. If something minor is wrong, I just fix it myself.
A case in point: when we ordered the HP d5100t a few months ago, to serve as our new main media center PC, it came with two TV tuners. For some stupid reason (probably cost) one was a Hauppauge that worked great. The other was a ViXS - that didn't. At all. Oh, Media Center recognized that the tuner was there but it didn't record; it didn't display live TV, it didn't do anything. After trying everything I could think of (installing/reinstalling the drivers, updating the drivers, physically uninstalling/reinstalling the card, changing configurations, etc.) I had to acknowledge that the thing simply didn't work.
I could have called HP, gone through minutes or hours of hassle with them telling me to try all the things I already had and (I hope) having them end up sending me a new tuner that would take a week or more to arrive - or I could run to Fry's and buy a new Hauppauge tuner and pop it in while I still had the case open and be recording on dual tuners a few hours later. I opted for the latter. My time and the aggravation was worth more to me than the hundred bucks or so that I would have saved, even though I did have to quell the "it's the principle of the thing - I paid for a system with two tuners" reaction. In case you didn't read the whole story back when I posted it, it's on my blog at
http://www.wxpnews.com/0W399O/081209-Media-Center-Saga
Most of the time, though, I find that when I think something is wrong with a new system, it's really just a configuration issue or something that I'm doing wrong, or something that can be corrected by installing a new driver or a similar no-cost solution. I troubleshoot and play around and get it working without calling the vendor.
The couple of times over the last ten years that we have had to call tech support, both systems were Dells and because we'd bought through their small business program with on-site support, someone came out the next day (or in one case, later the same day) and swapped out the offending piece of hardware. No muss, no fuss.
But from what I'm hearing, that is not typical of the experiences that my friends and readers are having with Dell today, at least not on the consumer end. One recently recounted an experience where she was just trying to find out how to replace the power supply on an out-of-warranty Dell desktop system. She was perfectly willing - heck, eager - to buy the new power supply from Dell, but they didn't seem to have them anymore. So next, she tried to find out what a suitable replacement might be and specifically, whether she could replace it with a larger capacity PS than the one it came with. She was transferred several times, to several different people, none of whom could answer that simple question.
The main complaint, and one I've heard from many folks, is that all the phone support personnel seem to be reading off a script and if the answer to your question or solution to your problem isn't in the script, you're out of luck. I can understand this (sort of) with first line or tier one support. But a question as simple as "will it hurt anything if I install a 500 watt power supply to replace the dead 400 watt power supply?" should be fairly easy to resolve.
Of course there are additional issues, such as connector types and different standards and those have to be addressed, but there are only a few different types (e.g., ATX 1.3 standard vs. ATX 2.0) and there are adapter cables available for compatibility. But as to the point of the question, the answer is that using a power supply with more capacity than is needed for the installed peripherals might be a waste of money and electricity, but it won't damage anything.
Part of the problem - in some cases a big part - is the language barrier. Most companies are putting their support call centers in countries where cost is low - outsourcing. The employees in those countries aren't necessarily less knowledgeable, but they may not be able to communicate their technical knowledge - or understand your questions - because English is not their native language.
But you don't have to be on opposite sides of the world to have communications problems. I've had trouble understanding what's being said on the phone by people right here in the states because of thick regional accents. And the languages that we grow up speaking are ostensibly the same, I often have a hard time understanding what's meant by some of my very dear British or Australian friends because of the unfamiliar word usage and slang (for example, the first time an Aussie told me that his child was about to chuck a wobbly, I had no idea what he was talking about).
I understand how frustrating it is when you're already in a bad mood because your computer isn't working, and then you have to deal with tech support folks whose words don't make sense - either because of language or because they just don't seem to know their stuff. I sympathize with the people on the other end of the call, too. Attempting to figure out what's wrong with a computer based only on a description over the phone is incredibly difficult. I'm asked to do that often, and it's very much a hit-or-miss proposition for a number of reasons.
Many people aren't very good at descriptions. I found that out back when I was a cop, when I'd ask witnesses to a crime or incident to describe what had happened or to describe a person or vehicle. And it's not just about memory; many folks can't even accurately describe something or someone sitting right in front of them. They talk in generalities. For example, they say "big guy" and you don't know if they mean tall, fat, muscular, or a combination thereof. Likewise, they say "got an error" and you don't know if it's a blue screen, a dialog box, a message within the application, etc. Or they say "the screen looks funny" rather than telling you that the icons are missing, the display is pixilated, the color is skewed toward green, the screen is flickering, or whatever.
One of the most common (and most vague) complaints I get is "my computer isn't working right" or the slight variation "my computer is acting funny." That's analogous to calling up your doctor and saying "I don't feel good" and expecting him/her to do a differential diagnosis from that.
Of course, if you're actually at the doctor's office and the doc can look at you, see that your face is flushed and your hands are shaking and your pupils are dilated, at least there's a little more to go on. And if the support person can see what's on your monitor, there's a better chance that he/she can figure out the problem. Technologies such as remote assistance, which is built into XP and Vista, can significantly increase tech support's helpfulness. Unfortunately, it's not used as often as it could be. Some users may not know how to enable it, or they may not want to allow a stranger access to their desktops for security reasons. Some support centers may not use it because of technical or potential liability reasons.
Tell us what you think about hardware vendors' tech support. Have you had a bad experience - or a good one? Which companies have you found to be the best and worst in terms of taking care of their customers? What's the one thing you would ask vendors to change about their tech support systems? Do you even bother with vendor support, or just take things into your own hands? Do you pay extra for the premium support packages offered by some of the hardware companies? If so, how has that worked for you? Let us know your opinions at feedback@wxpnews.com
Follow-up: Where the Responsibility Lies for Safe Computing
In last week's editorial, I asked whose responsibility it is to see to it that your computer doesn't get attacked by hackers or infected by viruses. If it does, do you put all the blame on the operating system vendor? It seems we stirred up quite a bit of discussion with that question.
Most of you agreed that your own computing behavior is an important factor that determines whether your computer gets infected. Nicky B. wrote, "It is very noticeable that most of the time our home and home/office computers (10+) have relatively few viruses and such. However, whenever my children return from university or the older ones visit from home, the rate of attempted infestation accelerates. It is partly that they visit a greater range of sites, but also their friends come from less technically savvy households. As you say, it is how you use the computer that determines the level of risk, with the type of computer a secondary factor."
Don C. goes further, saying, "I can't see blaming Microsoft for all the bugs and viruses that infest our computers. I figure that we, as computer users need to take responsibility for our actions, learn how to be better, more informed users. We have locks on the doors of our houses and cars, and when we don't use them, the insurance companies are not real excited about paying for our claims. IF we're responsible for our actions regarding locks, shouldn't we be responsible for our actions with regards to computer security, considering how much sensitive information we store on them?"
In regard to the Chris Dawson article that inspired my editorial, I wasn't the only one who was surprised at his comments about frequent massive infestations on Windows computers. Dan J. wrote, "Like Chris, I work in a school environment. We run XP Pro SP2 or later on every machine, with just a couple of exceptions (Vista Business or Ultimate), and we have not had a virus attack since the day Nimda broke without warning. That's been over seven years ago. Moreover, we have had no significant problems with spyware, simply because our users are locked down tight enough to prevent the installation of malware."
Some of you are practicing safe computing without even knowing it. John B. said, "I'm not sure what safe computing habits are; however, I have used PC- DOS, just about every flavor of Windows (including 3.1 to Vista Ultimate), several releases of OS2, and NEVER had a virus." And Marty S. reminds us: "Anyone who has read Douglas Adams knows the danger of wrapping something in an SEP (Somebody Else's Problem) field. There is a name for people that do this. They are called victims."
Steve F. brings up this issue: "If you are going to suggest infestations are a user issue, and I am sure there is an element of truth in that, then you have to address the fact that a substantial number of users are simply not able to deal with what may be required. I am thinking of my 92 year old father who, bless his heart, is using e-mail and even trying to send photos every now and them." I understand what Steve is saying, but in my experience it's not people like his dad who are getting hit by viruses and attackers - because they aren't venturing out to dangerous sites. I know quite a few people like that and as long as they have auto updates and the Windows firewall enabled and an anti- virus program installed, their systems stay pretty clean.
Ed G. believes there's enough responsibility to go around. He says, "One of the biggest steps to take, is for the antispyware & antivirus companies to take more responsibility by offering another level of service in which they actively take on the task of security administration on their subscriber's PC, instead of throwing a generic on size fits all program over an stone wall. By setting a user environment like a UNIX system, the PC owners won't be exposing themselves nearly as bad[ly], and any scamware would be recognized by a tech with a antispyware/antivirus company. Another step is for program developers to stop developing programs that take on admin rights, aside from certain programs like antivirus, firewalls, other security tools, etc."
Of course, some people just insist on blaming Microsoft for everything, and that's their prerogative. Ann F. said, "You are misleading your readers when you tell them that Windows is just as safe for them to use as MAC and Linux. That simply is not true. Even without malware, the OS itself is an enemy to the user if they value privacy and control over their own PC." We can argue about security all week long, but I have to laugh at the idea that Apple gives you more control over your computer. Is this is the same Apple that won't let you install their OS on a computer you didn't buy from them, and won't let you install software on your iPhone unless you buy the software from their own store?
Speaking of Macs, Larry C. shared this: "at a recent conference, a Trojan in a file supplied by a Mac user who disdained AV software as unnecessary was passed from Mac to Mac until it reached a Windows user whose AV software detected and blocked it, in the meantime it had infected another Windows laptop with inadequate prophylaxis. It was a perfect Typhoid Mary situation in which the Macs were symptom free but managed to infect others because they had no AV software on either the in-bound or outbound side. Indeed, a disproportionately high percentage of infected email files that are stopped by my AV software were sent by people with Macs."
And Greg L. offered this: "In March, 2008, a hacking contest was held. Mac was the first to be breached, followed by Vista (although it was through an exploit in Adobe Flash). The Linux O/S was not breached.
http://www.wxpnews.com/0W399O/081209-Linux-Unbeaten
Finally, Dave D. contributed this humorous observation: "Your argument reminds me of the old joke about two guys on a safari when their camp is invaded by a tiger. One guy stops to put on his sneakers. The other guy, noting this, says, 'Those sneakers aren't going to allow you to run faster than the tiger.' The other guy responds, 'Don't have to. All I have to do is run faster than you.'"
There were many great comments from readers on this subject and I'm sorry that I wasn't able to include more of them. Thank you to all who wrote!
'Til next week,
Deb Shinder, Editor
feedback@wxpnews.com
http://www.wxpnews.com/0W399O/081209-Follow-Me-On-Twitter
PS: Did you know this newsletter has a sister publication called VistaNews? You can subscribe here, and tell your friends:
http://www.wxpnews.com/0W399O/081209-VistaNews
And for IT pros, there's our "big sister," WServer News, at
http://www.wxpnews.com/0W399O/081209-WServerNews
Quotes of the Week:
There is no such thing as luck. There is only adequate or inadequate preparation to cope with a statistical universe. - Robert A. Heinlein (Time Enough for Love) |
 | VIPRE and AVG Resource Usage Shoot-Out
Many of you asked how VIPRE compares to the popular AVG. Well, we ran the tests and posted the results. The numbers tell the story. VIPRE deep scan time is 3.5 times faster in minutes. VIPRE takes only 38% of the CPU compared to AVG, and AVG takes 1.5 times the the Memory compared to VIPRE. In short: both AVG "Free" and "Paid" use A LOT more resources to do the job, which can slow down your PC dramatically. Here are the details and the graphs:
http://www.wxpnews.com/0W399O/081209-VIPRE-vs-AVG
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| Cool Tools |
| News, Hints, Tips and Tricks | |
Beware XP "Blue Edition"
Online auctions have been selling copies of Windows XP that they call the "Blue Edition," but it's really a low quality pirated version of the OS that they're selling at an unbelievably low price. Microsoft is taking legal action in 12 different countries to try to stop it, but in the meantime remember, when you see these "deals" advertised, the old adage that if it sounds too good to be true, it probably is.
http://www.wxpnews.com/0W399O/081209-XP-Blue-Edition
Dell charges $150 for XP
As the saying goes, there's good news and there's bad news. The good news is that Dell has resumed selling some desktop and laptop Inspiron computers targeted to home users with XP installed. The bad news is that they're charging $150 for the option. This allows them to take advantage of a downgrade option that was originally intended for business users. You can read more here:
http://www.wxpnews.com/0W399O/081209-XP-On-New-PCs
Which is the best netbook?
Netbooks - very compact low powered, low cost laptops designed for simple tasks such as checking email and surfing the web - are all the rage this holiday season. If you've been thinking about asking Santa for one, but aren't sure which is the best choice, be aware that the EeePC now has many competitors. This article reviews three of the new entries: the HP Mini, Lenovo IdeaPad S10 and BenQ Joybook Lite U101. Check it out and see if one of these might fit in your stocking:
http://www.wxpnews.com/0W399O/081209-Hands-On
Still confused? Read this article that lists "Five Things to Consider before Buying a Netbook":
http://www.wxpnews.com/0W399O/081209-Buying-a-Netbook
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| How To: Using XP Features | |
How to restore Task Manager's Menu Bar
I got a message from a reader recently who said something had happened to Task Manager on his XP computer. When he opened it, the menu bar and tabs were missing. He was at wit's end, trying to figure out how this happened and how to fix it. Well, if this happens to you, don't panic. Task Manager isn't "broken," it's just running in "tiny footprint mode." You probably inadvertently double clicked on the border around the tabs. To restore normal mode, just double click that same area again and your tabs and menu bar should reappear. |
| XP Security News | |
Critical vulnerabilities affect XP SP3
Microsoft is getting ready to release eight security bulletins this Patch Tuesday, and six of them are critical. Two address vulnerabilities that affect Windows XP with SP3, so don't assume that just because you have the latest service pack installed, you don't need the updates. Find out more here:
http://www.wxpnews.com/0W399O/081209-Patches-and-Vulnerabilities
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| XP Question Corner | |
Is there an easy way to take my Favorites with me?
QUESTION:
I use the web a lot and I have many Favorites marked in IE so I don't have to type the URLs every time. I love that but I sometimes travel and use other computers, like at my daughter's house. Is there a good way to carry my Favorites with me to use on those other computers? Thanks. - Wes K.
ANSWER:
One answer is to copy them to a flash memory card or USB thumb drive, but that's not the most convenient way to do it. What if you forget or lose the small device? The easiest solution is to use a tool such as Bookmark Sync that will copy them to a central server hosted by SyncIt. Then you can view them from any Internet-connected computer or even share them with other users if you want. It works with just about any Windows operating system and best of all, it's free. You can download it at
http://www.wxpnews.com/0W399O/081209-BookmarkSync
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| XP Configuration and Troubleshooting | |
IE 7 stops responding
I get this complaint all the time - and I had this problem all the time before I switched to IE 8. But some folks don't want to run beta software, and generally I recommend that you don't if you aren't a techie type. So what do you do until IE 8 is released? KB article 926449 provides several troubleshooting tips for fixing the problem when IE 7 hangs up. And IE 7 almost surely will hang up. Check it out here:
http://www.wxpnews.com/0W399O/081209-IE7-Stopping-Error
XP SP3 computers using ICS lose network connectivity
Here's the scenario: you have one or more computers running Windows XP with Service Pack 3 on a home or small office network and they use Internet Connection Sharing (ICS) so they can all access the Internet through a modem connected to one of the computers. You change the settings on the network adapter of the ICS host computer, or you just remove and reconnect the network cable, and suddenly the rest of the XP SP3 computers lose their network connectivity. What's up with that? You can find out all about this problem, including the solution, in KB article 951446 at
http://www.wxpnews.com/0W399O/081209-Connectivity-Error
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| Fav Links | |
This Week's Links We Like. Tips, Hints And Fun Stuff
Disclaimer: WXPNews does not assume and cannot be responsible for any liability related to you clicking any of these linked Web sites.
 |
| Product of the Week | |
Free PC Performance Scan - Over 100 Million Run
In just minutes, discover how you can improve the performance of your computer without the expense of adding new hardware. PC Pitstop's FREE Optimize Scan is easy to run and will automatically diagnose problems with your PC.
Receive a FREE custom report detailing issues that are preventing your PC from running at top speed.
http://www.wxpnews.com/0W399O/081209-Optimize-POTW
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| About WXPnews | |
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