Category Technology

My iPhone takes 36 minutes to sync

Since the 2.0 firmware upgrade, it’s taking my first-gen iPhone 35 to 40 minutes to sync — with nearly all of the time taken up with iTunes performing a backup of the phone.

Here’s the process, speeded up 2400%:

The time it takes suggests that the system is backing up all the data on the phone, including movies, music, etc. — which is nuts, because after you restore an iPhone backup, you still need to separately sync all the music etc. you want on there.

It’s also nuts because the backup directory on the Mac contains 114.5 MB, which shouldn’t take anything like that long to transfer. I know the USB connection is working properly (and not falling back to a slower speed) because the transfer of media files takes place at the same speed as always.

That 114.5 MB is made up of 2,815 files, though, which could be part of the problem. If the files originate on the iPhone (rather than being split out of the stream on the Mac side), opening all those files and sending them individually could definitely account for some of the time. But 35 minutes? I doubt it.

Not everyone has this problem — Nicole doesn’t have it, and a few times my phone has synced without a lengthy backup process first — so it’s got to be something with my configuration of the phone, which means that there must be a workaround. I haven’t been able to isolate the cause myself, though, and of course there hasn’t been a peep out of Apple despite many complaints.

What The New iPhone Should Include

iPhone iPhone iPhone iPhone iPhone iPhone iPhone iPhone iPhone iPhone!!!11 Presumably we’ll see a new iPhone tomorrow, and not a moment too soon. I have an iPhone, and I’m happier with it than I’ve been with any phone I’ve had in the past (though probably less happy, all together, than I was with my IM-capable Blackberry pager circa 1997), but it has always had some serious deficiencies that I’d like to see corrected. They’re nearly all software things.

Here’s my personal wish list:

1. More buttons. The iPhone is very elegant and sleek and so forth; but it really needs about two more physical buttons. The slide-the-thing-on-the-screen thing to unlock it is very zippy, but it’s difficult to do with one hand; and the fact that the UI navigation is structured almost entirely as a tree means that you’ve got to keep returning to the main menu to do things. It would be nice to have a couple physical buttons that could be programmed for quick access to certain functions, and that could be used in some combination as an unlock sequence.

I doubt we’ll see this.

2. Better-differentiated icons. I use this thing every day, right? Many times. And I still find myself searching for the calendar icon, or the clock icon, or whatever. All the icons are the same shape, which makes them harder to tell apart without actively looking at every one of them.

3. Non-SMS IM capability. The iPhone has a great interface for SMS, ripped right from iChat on the Mac. But SMSes are slow, and they’re ruinously expensive. SMSes are charged by the message, not the byte, but a couple weeks ago I saw an analysis that concluded that SMS data costs £374.49 — about $750 — per megabyte, or about 3.3 US cents to send:

200806080945

To send this post, to this point, would cost about $1.37. And in many cases it would actually cost more like $2.74, because both the sender and the recipient pay. This is nuts.

Proper IM capability would require something on the other end, not just something on the phone, though: mobile phones go in and out of coverage, and keeping the radio going all the time to keep a normal network connection alive would kill the batteries in short order. It’s a solved problem, though, and it needs to be solved on the iPhone. This is the kind of thing that should come with the iPhone (IM networks are more valuable the more people are on them), but even if it doesn’t I’m sure we’ll see something from a third-party developer pretty quickly.

4. Video recording. Criminey, it’s not that hard. I don’t want to make feature films with the thing, but once in a while you come across something that you can’t really record with a still photo. Most lesser phones already do this.

5. Video conferencing. The original AT&T Picturephone was a failure, and everyone thought that this was because it cost a fortune and didn’t work very well. Then, early videoconferencing was a failure aside from some specific applications, and everyone thought that this was a failure because it cost a small fortune and required a lot of fiddling to get it to work well. Now, video conferencing is cheap and fairly easy, and people still by and large don’t do it, and the thought is that this is because people don’t like being seen on the screen when they’re talking to someone.

I’m set up to do video conferencing pretty well here at Tino Manor, but I don’t do it all that often because I find that the video does not add much to the whole experience. If I’m talking to someone on the phone, or, better yet, if I’m IMing with them, I can do other things at the same time. When I’m on camera, 100% of my attention has to be devoted to what’s going on there. Once in a while, this might be useful; usually, it’s not.

Video conferencing on a mobile phone, on the other hand, is pretty intriguing. The appeal here isn’t that someone would be able to see me while we’re talking, but that they’d be able to see what’s around me. It’s less video conferencing and more the ability to transmit live video from wherever I happen to be. I think that that would find a lot of takers. And once you have the video recording capability, you get it for free (so to speak) if you have bandwidth enough to fit the video in.

6. Call recording. And sound recording generally. Presumably, you can’t record calls with the iPhone — or with most phones — because doing so is illegal in some places without the consent of both parties. This is ridiculous, but that shouldn’t be too surprising. But: it’s got a microphone; it’s got memory. Why can’t I record ambient sounds, i.e. use it as a memo recorder? No idea. This is another thing that you get essentially for free.

7. Voice-mail archiving. Voice-mail messages on the iPhone are stored as .amr files in the filesystem. If you have a jailbroken phone, you can copy them right off there and play the files with Quicktime Player. Why the hell does iTunes not suck all the VMs off the phone every time you sync it? There doesn’t seem to be any official way to get the messages off there. This is nuts.

8. Memory card slot. Another thing that I don’t think we’re getting. My iPhone has 8 GB of storage, which is the most you could get when I bought it. I’m constantly running up against that limit, because I’ve got a lot of Podcasts on there, and music, and video, and pictures.

200806080944 Right now, Amazon sells an 8GB SDHC card for $32. There probably isn’t room for an full-sized SD card in the iPhone, but there’s room for an electrically-identical micro-SD card that would allow me to double the capacity of the thing. iPods don’t have expandable storage because there’s a wide range of iPods available: if you need a lot of storage, you can always get a 160 GB model. This isn’t the case with the iPhone, which will probably top out at 32 GB on Monday.

I don’t really need to carry all that much data around with me; the problem is that I don’t want to have to decide which small subset of data I want to carry around. I have no real need for more than 8 GB of data in my pocket (is that a gigabyte in your pocket, or are… ahh, forget it), but I want to invest as nearly as possible zero time in setting up playlists, rules, etc., etc. to fit things into the iPhone.

I suppose the best way to put it is that I want enough headroom to not have to think about this.

9. Better iPod interface. At its introduction, Steve Jobs touted the iPhone as ‘the best iPod we’ve ever made’. This it is not. Say you’re playing a track from a playlist, and you want to hear other songs from that artist, or that album. You can’t jump right to these things; you have to back yourself out to the Album or Artist listing, and then drill back down. There’s no reason for this.

Worse, say you’re listening to a 30-podcast and you want to skip the minute or two of useless front matter and theme music that a lot of people stick on the front of such things. Good luck: the iPhone’s track position slider doesn’t do this very well (the resolution is too low, limited perhaps by the size of your finger). Fast-forwarding by continually pressing on the FF/track-advance button is risky, because if the iPhone thinks that you’ve let go for an instant, it interprets the next instant as a new touch on the button, and advances you to the next track.

200806080942 It would be nice to see an iPod-style scroll wheel on the screen for things like this, or a more reliable way to immediately speed up the playback of the current track — such as is currently available in Quicktime Player.

10. A better web browser. Mobile Safari is really the first phone-browser worth criticizing, but it still stinks. It’s slow, it purges pages from its memory too readily, it has no way to open links in a new window (which is important because the fact that it’s slow and doesn’t cache well means that there’s a big cost to hitting that ‘back’ button), and it doesn’t do Flash.

Now, I hate Flash. I loathe it. The world would be far better off without it. But you go to war with the web you have, and the simple truth is that there are a lot of people out there who persist in developing their corporate websites with Flash. If you want to find, say, the nearest Burger King, or the ingredients of a Whopper, or anything else along those lines with an iPhone, you are out of luck: the BK website is implemented entirely in Flash. And it’s not the only one.

People have complained about the lack of Flash support from the beginning. The iPhone is, at its heart, a very feeble and ill-equipped computer, and bad Flash movies will sometimes give my old MacBook Pro fits, so I can understand why Apple decided to not support Flash. In the end, though, it doesn’t matter: there are too many idiots out there producing websites that are entirely dependent on Flash to just write it off.

11. Better predictive text. The iPhone keyboard is a marvelous thing. When writing an e-mail, I can just stab away at that thing and usually compose a perfect, typo-free message thanks to the iPhone’s text-prediction and -correction software. The problem is that there’s no way to explicitly add words and phrases to the iPhone’s dictionary.

When I type ‘tino@t’ the next letters are always ‘inotopia.com’. One hundred percent of the time. But as soon as I enter the @, the iPhone recognizes that this is not an ordinary word and it stops attempting to correct what I’m typing. When this happens, you immediately learn just how much of the iPhone keyboard’s usability — like 90% — is due to the software.

There are a whole bunch of things like this that I find myself correcting over and over and over but that the iPhone does not learn. WordPerfect had the idea of user dictionaries in the 1980s; the iPhone should have them now.

12. Password storage. I understand why Apple has the iPhone set to not store passwords; if the thing is stolen, you don’t want the thief to be able to access your bank account. But the nature of the touch-screen keyboard, and the dependence on software correction, means that typing in gibberish or semi-gibberish passwords is very painful. I’m not sure what the best solution for this is, but there needs to be one.

13. Sleep times. I charge my phone up next to my bed, so if someone decides to call me at 6:30 in the morning I don’t have to race downstairs. I assume that anyone calling me at 6:30 a.m. has some kind of emergency on their hands, and needs my help. They had better have.

This means that the last thing I have to do every day is go into the iPhone’s settings app and turn off the ‘new mail’ noise. I filter spam before it makes it to the iPhone, but I’ll still typically get a couple messages overnight. I do not want the phone to attempt to alert me to the existence of these messages while I’m sleeping. There’s no way to tell the iPhone to automatically turn off certain kinds of alerts between (say) 11:30 p.m. and 6:30 a.m.

14. Volume. When I’m not sleeping, the iPhone has to be louder. I take care to put my iPhone in its sleeve-case upside-down, so the tiny speaker is facing out; I then take care to put the whole thing in my pocket so that the speaker is facing up. I have constructed my own ringtone that’s very distinctive and as loud as I can get it. Hearing tests indicate that there’s nothing wrong with my ears. I still miss the ring about 1/3 of the time, and only know the phone is ringing because of the (weak) vibration. If the vibration gets turned off (which happens inadvertently sometimes because I’m constantly screwing with those settings, see #13 above), I typically miss about half of my calls.

15. Bluetooth improvements. Or maybe not Bluetooth, since the iPhone has 802.11 wireless networking. The basic point is that I should not have to plug the phone in to my computer to sync my address book, calendar, etc. Movies and music involve moving a lot of data and can reasonably be a plug-in-only kind of thing; phone-related microdata can easily be updated on a schedule whenever I’m in range.

There is some informed speculation that Apple will be revamping their .Mac service to make it less .Bad, and that the new iPhone may be capable of syncing events, contacts, etc. over the network from anywhere this way. That would be nice.

16. A better camera. The iPhone camera stinks. It doesn’t stink worse than most cell-phone cameras stink, and in certain circumstances it is possible to take a decent picture with the thing.

Img 0027-1

But even in this reduced and enhanced-by-iPhoto version, the contrast range is lousy, there’s a green cast, and everything looks like it’s photographed through a layer of gauze. The light sensitivity is also terrible, which is a real problem when trying to e.g. take pictures of friends in bars.

Maybe there is a hard limit to the quality of photo one can get out of such a small camera; certainly the optics are going to have to be optimized for size rather than quality. I don’t know much about camera design. One thing that I know would help would be to offer one or both of the volume buttons as a shutter trip when the phone is in camera mode. As it is, you have to press and release a button on the screen to take a picture, which is a real problem. You’ve got to hold the phone facing your subject and then press on the side opposite the lens. There’s a reason that no actual cameras are designed this way; doing this means that you can’t hold the phone solidly, and that you tend to pivot the thing right at the moment of taking the picture. Some of the gauze-filter effect is probably due to this UI-induced tendency to move the camera at the moment of exposure.

I haven’t said anything here about GPS, which a lot of people are eagerly anticipating. I’m not sure that it would be all that useful. GPS tends to use a lot of battery juice, and it takes a while for the receiver to get an initial fix. It doesn’t work if you don’t have a decent view of the sky.

The iPhone’s current where-am-i feature currently gets my location to somewhere within a circle with a radius of about a mile. It would do better if I were not in the boonies right now.

This seems like it’s generally enough, unless you are somewhere where there are no street signs. If you’re somewhere where there are no street signs, you’re probably in the woods or in the air or on the water and should be using a real GPS anyway. Where I most need a GPS in my phone is when I’m in the mall, or at Home Depot, and not only would it not work in either of those places, until the malls, Home Depots, grocery stores, etc. get hooked up with Google to deliver micro-map overlays of their floor plans it wouldn’t be useful anyhow.

Kindle Newspapers Have Text-Encoding Problems

Or at least the Washington Post does. Or at least today’s Washington Post. In a story about how Hispanics mostly voted for Hillary, and not Obama, yesterday, the Post has a quote from one Cecilia Muñoz, from the National Council of La Raza:

Munoz

Text-encodings are the bane of my life, so I have a tiny bit of sympathy for whoever produces this thing. Only a very tiny bit, though, because after all I am paying for this (or would be if I were not in the free-trial period, anyway).

The problem arises from the fact that the modern digital computer, and the Internet, and E-Mail and most of this stuff are all American inventions. A lot of people in the U.S. speak Spanish these days, but in the computer-science departments where they design this kind of thing, everyone speaks English. And English is almost unique among European languages in that it does not use diacritic marks.

In a way, this is unfortunate, because there are a a lot of sounds in English that do not map well to the Latin alphabet. But that’s the way it is, and it’s made life easier for printers for hundreds of years. You can express the entire universe of thought in English with just fifty-two characters:

ABCDEFGHIJKLMNOPQRSTUVWXYZ
abcdefghijklmnopqrstuvwxyz

Continental Europe is not as efficient, and thus they require all of those, and also:

áàâäéèêëîïíìóòöôüûúùûÿçñ

as well as many others. When computers capable of dealing with text were first built, the cost of things was such that they didn’t even use lowercase letters. If your character set is limited to 26 characters and a few punctuation symbols, you can fit a single character into five bits — which is important when every bit of memory costs a few bucks.

For a long time, the most common encoding for text was called ASCII. ASCII is an 8-bit character set, which means that eight bits of memory are used to store every character. Some of these are:

BinaryCharacter
01000001A
01000010B
01000100C

and so on. Lowercase letters are the same, except the second bit is 1 instead of 0:

BinaryCharacter
01100001a
01100010b
01100100c

So pressing the shift key on an old terminal or teletype just caused that second bit to be set to 1. To convert an ASCII string from uppercase to lowercase or vice-versa you don’t have to worry about what the characters actually are; you just have to set the second bit appropriately. This is particularly important when you are doing a search. To the computer, the strings ‘TiNoToPiA’ and ‘Tinotopia’ are entirely different. To do a search that’ll find either one, you just look for that string of bits, while ignoring the state of the second bit of every character. Thus the computer, which is just a collection of electricity, can see that ‘B’ and ‘b’ represent the same thing as easily as you can.

You’ll also note that because A comes before B, and because Z comes before a, you can sort a list by the binary values (which is fast), and get an alphabetized list with all the capitalized stuff on top. Most computers these days go to great lengths to ignore capitalization when sorting, like this view from the Mac Finder:

200802061132-1

The very same thing viewed in the terminal shows the clever idea from 1963 still at work inside the modern computer:

200802061132

Classically, ASCII only used seven bits. In the character examples above, you will note that the first bit is always 0, because these characters all fit into seven-bit ASCII. If you’re reading this on a computer, and you’re using a standard American keyboard, look down at it. Every character printed on the top of all of the 47 keys in the main part of the keyboard fits into seven-bit ASCII. Since each key can generate two characters depending on whether the shift key is pressed or not, that’s 94 characters.

The space bar generates another character, and all of the letter keys and a few others ([, ], ^, _, ?, and @) can generate another ASCII character as well: these are called control characters, most of which are not visible to you. You can see a Tab character, but you can’t see a ‘End of Transmission’ or ‘Bell’. The ‘Bell’ character (^G) used to make a bell on the terminal ring whenever it was ‘displayed’ (these days, in most situations, it’ll make the computer beep).

Anyway, all of this fits into 7 bits, which can store 27, or 128, possible values. This is all you need to express things in English.

Obviously, this will cause problems if you are trying to write in Spanish, or French, or German, or any of a whole bunch of other languages that require diacritics. Most European languages are written with the Latin alphabet, but all of them but English (and, with the exception of a few umlauts on imported words, Dutch) require diacritics.

Missing diacritics can in some cases completely alter the meaning of a word. In French, for instance, pâté means, well, pâté, as in pâté de foie gras. Pâte, on the other hand — without the acute accent on the e — is pronounced differently (‘pot’, more or less), and means ‘pasta’ or ‘dough’.

So diacritics are important. In comes ISO-8859-1 to the rescue. This is another character set, but the first 128 characters are exactly the same as ASCII. In ISO-8859-1, the first bit — 0 for all ASCII characters — is 1, which means that the number of possible values is doubled. The additional 128 characters are used for things like all those vowels with their jaunty continental hats, the ß the Germans use for ss in now bafflingly specific situations, the ¿ used in Spanish to warn you that a question is coming so you’d better pay attention, etc., etc.

Among these characters is the humble ñ, which has the binary value 1110001 — 241 in decimal. ‘¿’ is 191, so there’s no possibility that there’s a conflict there.

To avoid as much breakage as possible, most (all?) modern text-encoding schemes take ISO-8859-1 (which, remember, incorporates the old ASCII) as their first 255 characters. So if you take an ASCII string, or an ISO-8859-1 string, and you just bash it into any other encoding, the same shapes should be displayed.

So I conclude (possibly erroneously) that I’m seeing a ¿ not because there’s a 10111111 in the Kindle Washington Post somewhere, but because there’s a 1110001 (ñ), but that the Kindle Washington Post is either saying ‘Hello, I’m a 7-bit ASCII string’, or because the Post is saying ‘Hello, I’m not telling what text-encoding I use’ and the Kindle is defaulting to 7-bit ASCII for some unfathomable reason.

Further, if I’m correct, the Kindle uses ¿ to indicate an unknown character, which is another bad idea because of course ¿ is a perfectly valid character. There’s a character just for saying ‘I can’t display this character’, and it’s this: � — U+FFFD, the Unicode Replacement Character. Or you might see this: 󠄀 — that’s actually ‘Variation Selector 17′, but I’m pretty sure that it’ll be displayed as ‘I can’t display this character’ on pretty much anything.

So: text-encoding gremlins 0, Kindle Washington Post: 0.

Kindle Newspapers Suck

Or, The Washington Post sucks on the Kindle. At least this morning’s version. Amazon offers a two-week free trial of newspaper subscriptions on the Kindle, so this morning I poked and prodded, and wound up with the Post on there. And it’s terrible.

I don’t know why I’m surprised. I’ve been complaining for years that online newspapers suck because they almost totally fail to take advantage of one of the newspapers’ best skills — selling stories by placement. And I’ve been pointing out that the Kindle is good for one thing only — reading single, long pieces of text. And still I’m shocked at how bad the Kindle version of the Post is.

This morning’s paper Washington Post has eight different sizes of headline on the front page. The front page of the Post‘s website right now has three.

The Kindle version has one headline size.

What’s more, the Post‘s liberal use of label heads means that a lot of the Kindle headlines are almost totally useless. A label head is a headline that is not, by any stretch of the imagination, a complete sentence. In traditional newspaper headlines, you leave out articles, forms of be, etc., etc. and wind up with something that’s extremely pithy but that still tells the story that it sits atop. ‘Elvis Dead’ would be a good example, or, to use an example from this morning’s Post, ‘Bush’s Budget Projects Deficits’.

Label heads, on the other hand, are just that: labels. They don’t tell a story, and they don’t have even an implied, invisible verb. From this morning’s Post, we get:

  • Two Races, One Big Day
  • A Rich Market For Russian Icons
  • In China, Pulled by Opposing Tides

Those last two are iffy: you could say that they mean ‘[There Is] A Rich Market For Russian Icons’ and ‘[People] In China [are] Pulled by Opposing Tides’, but both of those would be terrible headlines.

The Post uses two-deck headlines a lot, though: a label head on top and a quite prolix (for a headline) thing underneath, usually set in italics. Whoever they have writing headlines at the Post is doing a pretty good job — not as good as at the New York Times, which generally has excellent headlines, but pretty good nevertheless — but those headlines can’t be repurposed for other media without being rewritten completely.

For the Kindle version, of course, they don’t rewrite them. Except for a very few stories from the front page, they don’t include the subheads. Here’s the front of the Washington Post as seen on the Kindle:

Wpkindle1

Here’s the same thing as seen on paper. Click on any of these pictures for a bigger version:

Pa1

I’ve gone to the trouble of photographing the entire A section of today’s Post (Virginia Boonies Edition), and the whole of the Kindle article list for the same section. There are a number of outright differences — stories which are present in one version that are totally missing from the other. Some of this might be explained by the fact that the version of the Post that you get out here in the hinterland is put to bed at about 10 p.m. the night before.

iTunes' Lists Are Stupid

They’re both stupid in the casual sense of being ‘wack’ or ‘retarded’ etc., and they’re stupid in that they are not smart.

Here’s the interface for telling iTunes which videos I want copied to my iPhone:

Itunes Stupid Lists

There are always 357 x 88 (or 31,416) pixels available for the list of movies, regardless of how big the screen is. There are well over a million pixels available there that iTunes will not use. If the current single-column list would just extend downward, I could see 40 titles at once in that space. As it is: I see four.

Apple 'getting away with it'?

Jimmy Gutterman writes:

Radar’s Nat Torkington has a smart take on this. (He’s away on vacation, so I’ll quote him.) “Success breeds risk of failure,” he writes. “Some alpha geeks are turning away from Macs. Not all, but some. The reasons they cite are quite reasonable: It has surprisingly flaky hardware, many Genius bars are impossible to use because the wait lists are a day long now, and the base apps aren’t perfect by a long shot.”

I’ve read a lot about how Apple hardware — particularly Apple hardware from early in the production run — is ‘flaky’ but to be honest I’ve never seen this myself. The semi-usable Apple hardware in my possession right now — that is, leaving out Newtons, anything with a 680×0 processor, etc., all works just fine, despite most of it having been bought on the first day it was available. The products and their problems, if any:

  1. day-one 17-inch Powerbook G4. Original power brick frayed at connector but still working. Dented from being dropped by TSA. Otherwise: no problems.
  2. day-one Mac Mini. No problems.
  3. day-one 15-inch MacBook Pro #1. Original power brick frayed at connector but still working. Original battery replaced by Apple as part of recall. Otherwise: no problems.
  4. day-one 15-inch MacBook Pro #2. Original power brick frayed at connector end, stopped working, replaced under warranty by Apple. Hard drive stopped working after computer was dropped onto marble floor. Keyboard stopped working after coffee was spilled into it. Disk & keyboard replaced by Tino. Corner dented from drop. Nicole is hard on computers. Otherwise: no problem.
  5. MacBook Pro backup battery: stopped taking a charge at about 8 months of age. Replaced under warranty by Apple.
  6. Mac Mini #2: no problems.
  7. Mac Pro: no problems.
  8. Apple 30″ display: no problems.
  9. Apple iSight #1: no problems. Image quality kind of sucks, but that’s a design problem.
  10. Apple iSight #2: ditto.
  11. Apple TV: no problems.
  12. 2nd-generation iPod: disk died. Bought new one. Intended to replace disk but never did.
  13. 3rd-generation iPod: no problems.
  14. iPod Video: no problems.
  15. 1st-generation iPod Nano: died several times, replaced under warranty. I think the thing was getting wet. After long enough, it died while not under warranty. So: dead.
  16. 2nd-generation iPod Nano: working fine.
  17. day-one iPhone #1: no problems. Headphones suck. Fact that you can’t use regular headphones with it because of the stupid recessed jack sucks. iPod interface is too tree- rather than matrix-oriented, which sucks.
  18. day-one iPhone #2: ditto, except the iPod interface thing doesn’t bother Nicole as much as it bothers me.
  19. Airport Express: no problems.
  20. Airport Extreme: works fine: in fact better than any other wireless access point I’ve ever used. It’s annoying that it needs to reboot to implement any change.
  21. Apple wireless keyboard #1: full of hair and crumbs because of shortsighted design.
  22. Apple wireless keyboard #2: ditto
  23. Wireless mighty mouse #1: fine
  24. Wireless mighty mouse #2: scroll ball action now too unpredictable to use without frustration, right-click function doesn’t work predictably.

From this, I can conclude that Apple needs to work on their laptop power connectors, and that the first-generation MagSafe connectors weren’t up to snuff. Also, the first-generation iPod Nano was prone to damage from getting wet; the Mighty Mouse’s scroll ball can’t be cleaned effectively; and the Mighty Mouse’s virtual second button is too clever by half. Also also: don’t drop thing containing hard drives. Also also also: the iPhone iPod app needs work which it probably won’t get.

Does this constitute ‘flaky hardware’? I don’t think so. It’s hard to compare this to the non-Apple computers I’ve had, because nearly all of those I built myself, and not always from the very best parts available.

Before we went in the Mac direction Nicole and I used Toshiba Porteges; these were pretty expensive, certainly on a par with what Apple charges for laptops. And they were in and out of the shop so often that we seriously considered dropping another $2000 on a spare just for when one of our primary laptops was being repaired. They were so bad that we wouldn’t have used them at all if it hadn’t been for the fact that there was an independent repair shop nearby that stocked parts for the things, and was inclined to conclude that nearly anything was covered by the extended warranty.

I never read anything about Porteges being flaky, though, and I think that this was because you can’t buy a Portege in a retail store. Or you couldn’t when we were using them, anyway. Toshiba sold them only through their ‘business’ channel, which effectively meant you had to mail-order them. Cheaper, beefier Toshiba computers were sold at CompUSA. Porteges were sold to the corporate market; the assumption was that an IT department would buy them by the crate and pass them out to employees.

Apple products, though, are overwhelmingly purchased and maintained individually by the people who use them. When a PC laptop goes bad, there’s probably about a 50% chance that the entire solution to this is going to be to call the corporate IT department, who will come swap the thing out for a new one. When an Apple laptop goes bad, there’s probably a better than 90% chance that the person sitting at the keyboard will be entirely in charge of solving the problem.

So I don’t think that there’s a ‘flaky hardware’ problem, though Apple may have a perception issue to manage.

What were the other complaints? “Many Genius bars are impossible to use because the wait lists are a day long now” and “the base apps aren’t perfect by a long shot”.

The Genius Bars definitely seem to be too crowded, but you can make an appointment from home up to 24 hours in advance — so I’m not sure how this makes them ‘impossible to use’. You know whose Genius Bars are really impossible to use? Everyone else’s, because they don’t do this. Instead you spend hours on the phone to Bangalore, listening to someone read from a script. Apple FTW.

And ‘the base apps aren’t perfect’. I’m not sure what this means, but I suppose it must mean that iCal, Mail, Safari, and the Finder, at least, are imperfect. I’ll agree here: they’re definitely not perfect. What I don’t understand is how this is some kind of disadvantage — an impediment to Apple continuing to ‘get away with it’ where ‘it’ is presumably something along the lines of ‘pulling the wool over everyone’s eyes’. It might be a problem if there were some competition that did provide ‘perfect’ ‘base apps’. When the comparison is between Mail and Outlook Express, though (or even Mail and Thunderbird), Mail looks pretty good. There’s nothing really wrong with Outlook Express, but there’s even less wrong with Mail. Et cetera.

This has all been about the specific assertions, but remember that those were just offered as explanation for the main point: that ‘alpha geeks’ are ‘turning away from Macs’. Which is even sillier. And turning to what, pray tell? Linux? Windows? Presumably the ones who are upset with the inability to elbow their way in at the Genius Bar are turning to Linux because appointments at the Linux Store are so much easier to get. And the alpha geeks who are dissatisfied with Apple’s ‘base apps’ are moving to Windows — because on Windows, everything runs like a top.

WTF? I mean: WTF?! I’m calling bullshit on the whole thing, because it just doesn’t make sense.

An Alpha Geek might ‘move away from Macs’ because, as of today, there are only three Mac laptops available, and all of them are too big and heavy and lack serial ports. An Alpha Geek might decide that Apple’s proprietary systems bother him philosophically. An Alpha Geek might need drivers for some exotic piece of hardware, and it’s easier to switch to either Linux or Windows than to write his own for OS X. These are valid criticisms that can be made of Apple and Apple’s products. But saying that the problem is that the Genius Bar is too crowded, or that Address Book isn’t up to snuff, is ridiculous.

The Kindle Dictionary Is Lacking

I don’t keep a dictionary by my side as I read things, nor do I know anyone who does. I have no idea who Levenger et al. are selling these ‘reader’s totes’ to, with room for a dictionary and a magnifying glass and so on: morons, presumably.

With the Kindle, though, and the ability to look up words just by pushing a button, I find myself doing it a lot more often. Last night, for instance, I came across the word uxoriousness. Now, I know that uxor means wife — my knowledge of Latin and French is why I don’t need a dictionary — but just because you know the root doesn’t mean that you are familiar with all the connotations in English. Wifeousness? The context — this was in Martin Amis’ The Information — was that ‘uxoriousness’ was being held up by one of the characters as a virtue.

The dictionary has uxorious as ‘excessively fond of or submissive to a wife’. So his consideration that being ‘excessively’ fond of his wife is a virtue is an important clue to the nature of his character. Kindle dictionary FTW!

So. Great. It would be nice to just be able to press Alt-L while on a line to look up the words rather than having to navigate through another menu, but as my finger is on the scroll wheel anyway, what the heck.

However, the dictionary that comes with the Kindle is, like many dictionaries, sorely lacking. I cannot think of any specific examples at the moment, but about half of the words I’ve attempted to look up haven’t been there. I have a large vocabulary, and so the words I’m going to attempt to look up are going to tend to all be fairly obscure or archaic ones; but then you’d think that in assembling a dictionary for such a purpose, you’d take that into account. You wouldn’t include a definition for dog, for instance, or cat, using that space instead for the kinds of words that people who spend $400 on a reading device are more likely to be unfamiliar with.

Ay, there’s the rub: the dictionary wasn’t compiled for this purpose. It’s just a regular dictionary, with its composition not taking into account its intended use or audience.

It would be nice to see a dictionary for the Kindle — you can add your own, which the system will use when doing these lookups — that combined a standard dictionary-for-the-educated, the Urban Dictionary, a sci-fi dictionary, a Gazetteer, etc., etc., etc.

To the best of my knowledge, though, all these e-book dictionaries are just regular dictionaries with only the format, and not the content, adapted.

Further Kindle Observations

A few points have been brought up in the comments to my previous post which make me realize that I left a few things out.

DRM’d Books

First, I need to point out that I’m not too worried about Amazon’s DRM’d Kindle books; DRM is a pointless exercise, for reasons that Cory Doctorow explains here. In short, he says:

Say I sell you an encrypted DVD: the encryption on the DVD is supposed to stop you (the DVD’s owner) from copying it. In order to do that, it tries to stop you from decrypting the DVD.

Except it has to let you decrypt the DVD some of the time. If you can’t decrypt the DVD, you can’t watch it. If you can’t watch it, you won’t buy it. So your DVD player is entrusted with the keys necessary to decrypt the DVD, and the film’s creator must trust that your DVD player is so well-designed that no one will ever be able to work out the key.

This is a fool’s errand. Because the DVD player has the key, it’s always possible that it can be extracted by academics, hardened hackers — or just kids who are in it for the glory.

The argument in greater detail is available here.

Kindle-Ttpa I expect the Kindle DRM to be broken within six weeks, at the longest, but I think I will wait until then before spending any serious money on their locked-up books. It’s not that I have something in mind that would be specifically thwarted by DRM; it’s just that the whole notion makes me uneasy. DRM ties my data — data that I am properly licensed to use — to a specific device or piece of software. When that device or piece of software fails, I effectively lose my license to use the data: and that’s nuts.

And DRM is artificially restrictive, too. The goal is to keep me from being able to redistribute the data to someone else, which is, I suppose, fine.

Note that my assessment that this is ‘fine’ is based in large part on the fact that Amazon is willing to sell this data at about a 60% discount over what they charge for the same data on paper. This is quite different from, say, the iTunes Music Store approach, where DRM’d Pixies albums actually cost $0.02 more than you’ll pay Amazon for the same data, uncompressed and un-DRM’d, on physical CDs.

It’s also based on the fact that the author and publisher need to be paid for their work, and that this isn’t going to happen if everyone redistributes the stuff for free. The argument you often see for music — that artists should make money by playing concerts rather than by selling records (which is how most recording artists make money now anyway) — doesn’t hold water in the case of books.

But there are all kinds of things I want to to do data that doesn’t involve ripping off the author or artist but that I still can’t do in a DRM regime.

For instance, I don’t have a DVD player hooked up to my TV. This is mainly because DVDs are annoying; not only do you have to keep track of the things, and make sure they don’t get scratched, and sit through the insulting copyright threats, and then screw around with their badly-designed menus using badly-designed remote controls, but also because, for reasons I’m not sure about, the average useful life of a DVD player around here is about nine months. This has been true both of cheap and expensive DVD players; so I’m done with ‘em.

I have an Apple TV hooked up to my TV, so when I get a DVD I rip it and watch it on there. Some DVDs and DVD sets are particularly hard to use as directed, and a pain in the ass to rip, so I just download them. In particular here, I’m thinking about the Monty Python box set and the recent Simpsons DVDs; they have multiple titles per disc, and particularly annoying and time-wasting menus. I own these DVDs, but I never watch them because even after paying for them it’s easier to download the content separately because this way I can watch them the way I want to watch them.

So how does this relate to machine-readable books?

Kindle-Ttpa-2 Last night I read the Kindle-store sample of Steve Martin’s autobiography, and I was struck by just how clearly his voice came through in the text, and how the same voice was readily apparent in his movie scripts. With enough Steve-Martin source material and futzing around with Perl, this voice could probably be quantified and I could build a Steve Martin robot. Or at least a Steve Martin detector. That sounds silly, but it would be interesting to build such a thing and run scripts through it, seeing whether it could differentiate between bits that were written by Martin himself and bits that were reworked by lesser writers.

That would be kind of neat, and entirely within my legal rights. Neither Steve Martin nor his publishers lose any money if I build a Steve Martin detector; I’m just not allowed to redistribute the book myself. But DRM makes this use — a use that makes Martin’s book more valuable to me — impossible or at least more difficult than it needs to be.

I realize that most people are not quite like me, though, and have neither the resources, skills, time, or inclination to build a Steve Martin detector. And I couldn’t easily do textual analysis on the non-DRM’d paper book, either.

Amazon sells the DRM’d versions of books at a substantial discount. In practice I think that Amazon is subsidizing these sales, but it seems to make a good bargain. Amazon and the publishers have lower costs because they do not have to manufacture, warehouse, and move around anything physical; but they have higher costs in that relatively few people will copy and redistribute physical books.

I, on the other hand, have greater benefit from the purchase because I can get the book delivered instantly, and I don’t have to have storage space on the shelf for it; but I have less benefit because I can’t resell the book or lend it out. And I had to spend $400 to enter into the whole ecosystem in the first place.

The idiotic thing to do would be to say that Amazon’s higher costs and my increased benefit exactly balance out my decreased benefit and their lower costs, and sell the e-book at the same price as the physical one. I don’t think this is true, and in any case the market doesn’t think it’s true; people won’t buy e-books at those prices.

At 60% off, though, I feel like Amazon is splitting the difference with me. Is the gross profit on a $10 e-book greater than the profit on a $25 physical book? Almost certainly. The manufacturing of physical books — leaving out paying the author and editor and the shareholders of the publishing company and the PR people and all that, but just counting printing and binding the thing — is a surprisingly expensive undertaking, accounting for the vast majority of the cost of the book.

So I’m getting less, but I’m paying less, too. I still don’t like DRM’d data, but it’s less insulting than the approach the record and movie companies take, which is that DRM’d data is better for me than non-DRM’d data. I believe the Texas way to express the feeling is ‘Don’t piss on my head and tell me it’s raining.’

The Future Of Publishing

One commenter on the earlier post brought up the easy terms under which anyone can publish their own work and have it sold by Amazon on the Kindle store. I am looking forward to seeing what this produces, as some of the self-published books out there are pretty interesting if only for their eccentricity. On this very website, I have the complete text of one such: One-Sixth Of The World’s Surface, a self-published account of travels in the Soviet Union in 1931.

However, I also expected cheap and easy online distribution of music to bring on a new Golden Age Of Pop; there are no longer any gatekeepers with faulty assumptions to keep the market from making its decisions. This has not happened, largely because while the faulty filters of the record companies can no longer present an obstacle, no other filters have arisen to replace them. Satellite-programmed radio and the Road-Rules-ization of MTV seem to have killed off those venues as means of discovering new music, and people complain about Media Consolidation. However, it’s cheap and easy for anyone to set up what amounts to their own radio station these days either as a podcast or as an audio stream, chock-a-block with podsafe music. This hasn’t happened.

Why? I don’t know. Too many of the talented bands are still signing recording contracts with the major labels, I suppose. The only way I’ve discovered new music in the last few years is through TV ads and some random ‘mix tapes’ that people upload to The Pirate Bay — but because the TPB ‘mix tapes’ are of necessity pirated music, there’s a lack of continuity and comment. If it worked well, the guys who assemble these compilations would be, functionally, the equivalent of the program directors of really cool radio stations. As it is, they have to operate from the shadows, and everyone loses.

But. Publishing. I said before that the publishing houses are spectacularly inept at their gatekeeping function. Think of the giant sections of ‘Bargain Books’ near the cash registers in every Barnes & Noble. Every one of these books (almost: B&N prints up public-domain texts specifically for this section, too) represents failure on the part of their publishers. The publishers paid an advance to the author and paid the printers to manufacture the books. The books didn’t sell, and so are now remaindered.

They’re remaindered pretty quickly these days, too, thanks to the way unsold inventory is taxed; the publishers can’t profitably just rent a giant cheap warehouse somewhere, and sell the books as they are demanded. So one of their goals is to publish books for which they can predict a strong and immediate demand.

This is very, very difficult. One — and possibly the only — good way of being sure that a book will sell well is to print the words ‘by Tom Clancy’ on the cover. Or ‘by Stephen King’. Or ‘by John Grisham’. Or something similar. These books are profitable.

The trouble is that they’re not profitable for the publishers. What do publishers do? Edit, Manufacture, and Promote. When Tom Clancy walks into the Putnam’s offices, he’s going to drive as hard a bargain as he likes. If he wanted to, he can hire his own editor (for all I know, he’s already done this). His books don’t really need promotion other than a notice to the public that a new Tom Clancy book is available.

There’s no risk in publishing a Tom Clancy novel; all the publishers do for Clancy is arrange for the manufacture and distribution of his books — and I’m sure that they get only enough margin to allow them to not lose too much money on the deal.

The movie business is in a similar situation. Sure, putting Tom Hanks’ name on the poster will guarantee you’ll sell a whole lot of tickets; but Tom Hanks gets paid so much that all those tickets make very little for the producers. (This is why movies with Tom Hanks in them these days generally are Produced By Tom Hanks.) The blockbuster is a terrible bargain for the publisher, no matter what the medium.

The money comes from the mid-list and the unexpected runaway first-novel. The ideal situation, for a publisher, is to sign up an unknown author on favorable terms, and then to have that author’s book picked for the Oprah Book Club. This does not happen very often.

So what’s going to happen? Presumably, some of these unknown novelists will choose to not take the small advance from the publishers and will instead self-publish as a Kindle book on Amazon. Some of these novels will be very good.

But they’ll be lost among all the trash, the modern-day equivalents of One-Sixth Of The World’s Surface, things that make reasonably good websites — the vanity-publishing business has got to have taken a big hit from the rise of the web — but not very good books. Where’s the filter? I’m not going to read the first chapter of all of these things to figure out which ones are good and which ones are yet another internal monologue of a lower-middle-class college girl insecure about her looks and position in society.

As self-publishing rises in volume and diminishes in stigma, the imprimatur of a publishing house will count for more and more. It could be that self-publishing (or its effective equivalent, anyway) is just what the publishers need.

Network Capabilites

I only touched on this in the earlier post, and I think that that was a mistake. As an e-book reader, the Kindle doesn’t have any serious flaws that are not purely the result of the state of the available technology (That is: an e-book reader needs a bigger, higher-contrast, higher-resolution, color-capable screen before it’s no-excuses mainstream acceptance. These don’t exist as production models yet).

The most important thing about the Kindle, by far, is that it has a self-contained Internet connection that is totally transparent to the user. By ‘totally transparent’, I mean totally. Setting up EVDO on my Macbook Pro is pretty easy: it only involves plugging in the EVDO gadget and paying a monthly bill. That’s all. Apple has made this very simple by including all the necessary software in the base OS install.

But it’s not totally transparent; I still have to buy the EVDO thingummy and plug it in; it’s a capability that I add to the computer, and that I pay for when the bill comes every month. It’s easy, but not invisible, and software cannot be written that counts on that network connection always being there the way that software for, say, the iPhone can generally assume that there’s a network connection. The iPhone’s whole purpose is as a communications device, though, and it comes with a monthly bill.

The Kindle’s network connection is totally invisible, and peripheral to the device’s main purpose. The device itself is a bit more expensive than it would otherwise be, and it’s tied into a service that tries to produce an ongoing revenue stream, and it’s produced by a company with very deep pockets. But I think it has huge potential for the future of gadgets; until now, using a gadget that did anything at all over the Internet required that you already have a home network. It’s easy to forget this at Tino Manor, but most people don’t have a home network.

Imagine what this makes possible:

  • A camera sold by Flickr (or someone similar; an online photo service in any case) that automatically uploads all of your photos to the website immediately. To make them public, you just press a button on the back of the camera. Press another button on the camera, and a printed copy shows up in the mail. My dad cannot figure out how to use his computer, and so his digital camera largely gathers dust. Pushing buttons on a specialized device, though, he can do.

  • A computer that’s accessible for remote administration no matter the state of the network it’s plugged into. This would help me out a lot when my dad does poke at the computer and screws something up. This would be something like Back To My Mac, but because the manufacturer could control the network, it would actually work.

  • Tivo. Currently, if you have your TiVo hooked up right, you can program it remotely. Hooking the thing up right is a pain in the ass for most people, so this is a marginal feature. With self-contained EVDO, though, every single TiVo in the world would do this.

  • HVAC. Wouldn’t it be nice to be able to set your thermostat remotely, or to be able to program different behaviors for different times without fiddling around in the ill-lit hallway with those tiny buttons? You can, for about $600 and a lot of screwing around. Or Carrier could start to build a self-contained network connection into their furnaces: as an added benefit, it would alert them when something was wrong with the system, so they could send out a repairman. You’d probably be able to save enough in heating and cooling costs to pay for any increased cost.

There are a million other possibilities. The important distinction is that these connections would be an integral part of the device rather than an added and optional service. There would be nothing to manage, and no bills to pay: the bills would be paid by the manufacturer, as part of the cost of producing the product in the first place. Since most devices would use the network connection only sporadically, and would transmit only very small amounts of data (EVDO is lousy for upstream traffic; you couldn’t stream your TiVo’s content over such a connection, for instance), the cost would be minimal. We tend to think of wide-area connectivity as something that’s added on, and that has to be managed by the user. If that’s not the case — and the Kindle shows that it doesn’t need to be — there are a lot of new possibilities.

The iPhone and the Kindle

Most of what you think you know about the Amazon Kindle is probably wrong. It’s been subject to a strange process whereby people who have not seen, or touched, or used the thing themselves are foaming at the mouth online in their eagerness to tell everyone else how awful it is.

This is particularly interesting when you recall all the commentary on the iPhone earlier this year. Steve Ballmer famously said that it was the ‘most expensive phone in history’; it’s not even close, but this didn’t stop this from being repeated all over the place. Ballmer is CEO of Microsoft, though, so at least you can get a sense of his underlying motivation: he’s spreading FUD because he hopes that that will lead to increased revenue for Microsoft.

Much of the anti-iPhone FUD was harder to figure out; a lot of it came from journalists who are suspiciously critical of everything Apple does, and who are widely assumed to somehow benefit from the gains of Apple’s competitors. One of them, John C. Dvorak, has admitted that he writes ridiculous things (particularly about Apple) because this gets him more attention, and thus more fame, and more money.

Brett Arends of TheStreet.com wrote a column on July 5 that said that an iPhone ‘cost’ $17,670. What the hell? Turns out that he was calculating the amount of money a person in the 25% income-tax bracket would have to earn to pay the roughly $2,000 total cost of ownership over two years, and then figuring what that money would earn over 25 years if it were invested in a 401(k) retirement account.

Now, this is nuts, but it’s at least roughly true. Compound interest is a marvelous thing; but compound interest acts the same on money not spent on a Blackberry as it does on money not spent on an iPhone.

And do not forget that a lot of the FUD came from random bloggers who had, presumably, nothing at all to gain from their criticism. Still they criticized, usually without ever having used an iPhone.

Is the iPhone perfect? Not at all. Its e-mail client is adequate but nothing more; the iPod functions add some capabilities over the classic iPod, but lose some as well; the much-touted YouTube capabilities are hamstrung by the fact that YouTube hasn’t been converting their videos quickly enough; it lacks a lot of basic Bluetooth capabilities; it doesn’t have enough storage; and the camera is strictly average, at best.

But the iPhone does have strengths that, for many people, make it the best smartphone available. Is it for everyone? No, but then nothing is.

The point I’m trying to make here, and the reason I’ve been talking about the iPhone for several hundred words at the beginning of what is ostensibly a review of Amazon’s Kindle book-reader thing, is that technology reviews are, by and large, awful. The professional reviews are awful, and the amateur reviews are awful. Most of the people — even the professional journalists — who review things seem to come into the exercise with their opinions already formed, and with their expectations based solely on their desires and not on reality, so that you generally cannot trust what they say.

Doom-mongering is a favorite pastime of all technology reviewers. Most technological gadgets do what they say, and work reasonably well. After all, their designers and manufacturers put considerable effort into making sure that this is true. This makes for boring copy, though, just like in regular news.

The news media love pronouncements of doom, and they go out of their way to frame stories in such a way as to make everything seem worse than it is. You might have recently seen stories about new statistics that show that about 25% of homeless people in the U.S. are military veterans. This was the subject of bold headlines, pointing out that this was wildly disproportionate to veterans’ representation (about 11%) in U.S. society as a whole.

What nobody in the media bothered to do was note that:

  1. Chronically homeless women are almost nonexistent, for a variety of reasons, and
  2. 22% of American males are military veterans.

Which means that veterans are slightly over-represented among the homeless; which shouldn’t be too surprising, given that ‘the military’ is an enormous organization which draws a lot of people who have few skills or abilities. There are undoubtedly very few Ivy-League graduates among the homeless; but this is because the people who are most likely to become homeless are not admitted to the Ivies in the first place. Apparently people who join the military are very slightly more likely to become homeless than is the general population.

But ‘Veterans Very Slightly Over-Represented Among Homeless’ is not an interesting story, so it doesn’t get written.

So it goes with everything. If you lived in a cave and only knew of the world through newspapers, you’d certainly be amazed that the world hadn’t collapsed yet, given that everything was always terrible. When housing prices were rising in the U.S., the papers reported about the ‘housing crisis’ that this caused in that people were being priced out of the market. Now that housing prices are falling somewhat, the papers are full of stories about how bad this is.

The point is that the media — which for my purposes here include weblogs — lives on a steady diet of crisis and catastrophe, and that they will seek out the negative in anything. And this is before you take into account the considerable publicity benefits in naysaying: the headline ‘Gadget Performs As Advertised’ does not get Dugg.

Which brings me to the Kindle.

Here’s the executive summary: The Kindle does what it says; it does not lock you in to any scheme of Amazon’s in any serious way; it’s easy to use; the screen is pretty good; it’s not ugly; it appears to be fairly hardy.

The Kindle’s Appearance

A lot of hay has been made of the appearance of the Kindle. It’s got a strange shape, and it’s made of matte-finish white plastic. A lot of allegedly smart people have complained that they would ‘never buy one’ because it’s so ‘ugly’. Many of these are the same ones who complained about the iPhone being a ‘toy’ because it wasn’t ugly; there’s just no pleasing some people.

FUD point #1: What other consumer-electronics product in the last five years has been criticized for its looks? I can’t think of one.

I use Apple computers, and I have an iPhone. All of these things are very nicely designed, and very beautiful; Apple products come in for a lot of criticism, but not on the basis of their looks. What you don’t hear about, because the reviewers by and large don’t use these things for very long, is that all of this Apple gear is very delicate. My laptop and iPhone are covered with tiny scratches, because those nice finishes are pretty susceptible to damage; they’re selected for their looks first, and their durability second. I dropped my iPhone a while back, for instance, and it’s very slightly bent. You can’t see this at all, but the chrome bezel is very, very slightly out of alignment with the metal back of the phone. If you can’t see it, what’s the problem? I’ll tell you what the problem is: the gap is just wide enough for hairs to get into, and get caught. When I take the phone away from my ear, about 20% of the time it yanks on my hair.

Most non-Apple laptop computers and mobile phones, on the other hand, are made out of plastic and have finishes which are chosen for durability first and looks second.

A lot about the Kindle’s appearance seems to be about this kind of durability. White plastic won’t show scratches; and if you drop the thing, its relative lack of right angles will tend to cause the deceleration it experiences upon hitting an Immovable Object to be relatively gradual. Its number of planes helps to ensure that nearly anything will be a glancing blow.

But there’s another point to the Kindle’s relatively dowdy appearance: it’s a non-gadget gadget. One of the main features of the Kindle, and one which hasn’t been discussed too much, is that you never need to plug it into a computer. You don’t even need to have a computer to use the Kindle effectively.

Amazon’s target market for the Kindle is not Gadget Freaks, but Book Readers. A lot of people — and a greater proportion of hard-core Book Readers — are opposed to gadgets on first principles. Gadgets are frivolous, and they grow rapidly obsolete. This doesn’t particularly bother me, but both of these characteristics run directly counter to the values of a lot of people who buy a lot of books. The fact that the Kindle looks not entirely unlike something from 1988 is potentially a selling point for a lot of its intended market. The white plastic suggests that the Kindle is explicitly not about fashion, but about function, which is likely to reassure the elbow-patch community.

Holding the Kindle

Some of the complaints about the page-turning buttons are justified. Both sides of the Kindle consist mainly of buttons. It’s hard for me to hold the thing in a comfortable position without hitting one of them. When I hold the device in my left hand, the ‘next page’ button falls nicely under my thumb, which must be just as it was intended. The problem is that there’s nowhere to rest my thumb in between page-turns except on the screen.

I find that I need to hold it a bit higher up in my hand that feels natural, and position my thumb at rest on the logo under the screen. This causes a little bit of strain after a while, and I find that I need to move my hands around a lot.

It would be nice to be able to turn off either the left-hand or the right-hand page-turning buttons somehow.

The buttons on the little keyboard have a stiff enough action that you don’t accidentally press them while reading; and they don’t seem to do anything anyway while you’re in reading mode.

Ways In Which The Kindle Is Superior To Actual Books

The Kindle does not flop closed if you’re reading it while eating. This means that you do not have to invest in a leather-upholstered cosh to use as a book weight.

Right now, I have 37 books loaded onto my Kindle, but it still only weighs 287 grams. Since all of the books I have on there right now are ones that I own on paper, I took the trouble to weigh them all: over 18 kg.

Actual books do not have wireless network connections that can download new books. Or magazines. Or newspapers. Or websites.

With the Kindle, you buy the infrastructure once (or once every such-and-such a period, anyway), and then the content as you go along. If you read a lot, this can represent a big savings.

Actual books do not allow you to search their contents except by riffling through the pages. The Kindle builds an index of anything you load into it.

Electronic books do not present a storage problem.

Ways in Which Actual Books Are Superior To The Kindle

Actual books don’t have batteries that need charging.

With actual books, you purchase the infrastructure (paper) along with the content (words); thus this cost is spread out over time.

With actual books, the infrastructure is redundant. If you drop your copy of Swann’s Way in the toilet, you can still read other books.

Actual books look better. The Kindle’s screen is pretty good — arrestingly good, actually, if you haven’t seen an electrophoretic display before — but it’s still not as good as ink on paper.

The Kindle’s Screen

I’m reading Neal Stephenson’s The Diamond Age. On the screen at once right now, I have 174 words from part one:

parents, who hoped that in this way they could keep mud and vegetable debris off her skirts. The strategy had not been completely successful, but with a quick brush, John and Gwendolyn were able to transfer most of the dirt onto their white gloves. From there it went straight into the air. Most gentlemen’s and ladies’ gloves nowadays were constructed of infinitesimal fabricules that knew how to eject dirt; you could thrust your gloved hand into mud, and it would be white a few seconds later.

The hierarchy of staterooms on Aether matched the status of its passengers perfectly, as these parts of the ship could be decompiled and remade between voyages. For Lord Finkle-McGraw, his three children and their spouses, and Elizabeth (his first and only grandchild so far), the airship lowered a private escalator that carried them up into the suite at the very prow, with its nearly 180-degree forward view.

Aft of the Finkle-McGraws were a dozen or so other Equity Lords, merely earl- or baron-level, mostly

In the hardcover first edition of the book, this text is split between pages 9 and 10; page 10 contains 468 words. If I turn the font size on the Kindle all the way down, it fits 240 words on a page.

The screen is pretty good, when you’re displaying text. The contrast could be better; the blank areas are a bit gray, like very cheap recycled paper. The screen isn’t white to begin with, and e-ink displays always seem to have a bunch of stuck e-ink globules that make it darker:

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Click on the image for a bigger version.

Still, it’s not bad; the overall impression is of looking at black text on slightly gray paper. The bigger problem with the display is the typeface; it winds up looking distinctly like Apple’s old New York typeface printed on an Imagewriter. This is something that needs attention; there’s no reason why the text should look so bad at 167 ppi, even on a 2-bit screen (i.e. it can display ‘white’, black, and two shades in between). It’s not really the anti-aliasing that’s the problem; it’s the fact that the typeface seems not to be the optimal one for this display.

The typeface is PMN Caecilia, which I think was chosen because it has slab serifs — that is, the little hookuses on the ends of the letters are pretty square, as you can see in this sample from the Veer website:

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It’s not an ugly typeface by any means: but the Kindle seems to render the serifs a bit too heavily, and the letters wind up looking a bit unbalanced. (Compare the lowercase a in the type specimen with the one on the screen to see how the Kindle winds up distorting things.) This is something that can be pretty easily fixed in software, so I’m not too worried about it.

Another Way The Kindle Is Superior

The efforts of the copyright industries and the U.S. Congress to sew up perpetual copyright has resulted in there being a relative paucity of audio and video available in the public domain — and what little there is is usually technically pretty bad, coming as it does from the infancy of those technologies.

The written word, on the other hand, hasn’t changed all that much in hundreds of years. Much of the very best literature in English is in the public domain, but the manufacturing costs of books are such that you’re still paying $10 for Martin Chuzzlewit, for instance, even though nobody’s paying any royalties to Charles Dickens.

You can buy a Kindle version of Martin Chuzzlewit for $5.99 from Amazon. Or you can get it for free from the Gutenberg Project. Or download a nicely-formatted version for free from Mobipocket, which is run by Amazon.

There are a lot of out-of-copyright books which are out of print, too. If you want to read one of these, you generally need either to have privileges at a large university library, or a lot of money to spend on Alibris.

Content

There has been an enormous amount of FUD about the Kindle’s file-format support.

The Kindle supports, natively:

  1. The proprietary Kindle .azw format, which appears to be the same as the Mobitext format with DRM added
  2. Un-DRM’d Mobitext e-books
  3. Text files.

Most of the FUD centers around two points:

  1. Amazon charges you $0.10 to put files on the device
  2. The Kindle does not support PDF.

Point #1 is simply false. Amazon charges you $0.10 to deliver files to the device over the EVDO connection — the EVDO connection for which you pay nothing otherwise. If you convert your content into a compatible format yourself and transfer them onto the thing with the USB cable, there’s no charge. And Amazon will even convert the files for you, for free, and send them back to you, for free, if you send files to name@free.kindle.com. Sending them to just name@kindle.com will get them delivered to the Kindle for $0.10 each. This kind of charge is unusual, but then so is the network connection that Amazon pays for.

Point #2 is sort of true, and it’s something of a bummer as PDFs are a pretty widely-used format for e-books; but if you think about it for more than about ten seconds, it makes sense. The whole point of a PDF file is that it should look a certain way, and be a certain size, no matter where it’s displayed. The page size is determined when the PDF is written, and this page size is nearly always either A4 or 8.5×11 inches. The Kindle’s screen isn’t that big, and it doesn’t refresh quickly enough to allow you to pan around the page as you can on a laptop with a small screen, or on an iPhone. Ergo PDFs wouldn’t work well on the Kindle even if the software supported them.

To put a PDF on the Kindle, you have to have it converted by Amazon’s e-mail service. My experience with this has been that conversions of text PDFs works well enough. If I wanted to do a lot of reading of text PDFs on the thing, though, I’d convert them to text files and then load those.

The Kindle supports garden-variety text files quite nicely; anyone who says that Amazon is attempting to lock people in by means of their proprietary files is simply and thoroughly wrong. Project Gutenberg files require a little massaging for best results, but the Kindle will display them without any tweaking whatsoever.

And of course it supports Kindle books that you buy from Amazon — about 90,000 of them right now, most of them priced fairly reasonably. You can’t do as much with them as you can with paper books (you can’t resell them, for instance), but then they’re cheaper than paper books.

Not long ago, most e-books were priced higher than their paper counterparts, on the theory that the e- nature of these books imbued them with special value that the paper versions didn’t have. That’s certainly true, but the publishers then conveniently ignored that the e-books were also lacking value that you got with the paper book, and that there was no need to manufacture and store the e-book version. And so nobody bought any e-books at $50 and the publishers proclaimed the whole thing a failure.

Another Way The Kindle Is Superior

The iPod is a success not because of the iTunes Music Store, but because you can easily (and quite legally, no matter what the record companies say) convert all your CDs to mp3s, which you can then carry around and play on the iPod.

What about books? Most people don’t have book scanners at home; and even if they did, operating a book scanner is a pain in the ass.

There are, broadly speaking, two ways to scan books. The first involves guillotining the binding off, and then feeding the pages through a sheet scanner and OCRing the output. This is a pain in the ass.

The second method is even more of a pain in the ass, because it involves possessing a highly specialized piece of equipment that essentially photographs each page in the book. And then you have to have an undergraduate on a work-study program turn the pages, or monitor an extremely complicated automated system that turns the pages automatically. And none of this works very well.

So, what’s the solution? Usenet and Bittorrent, as always. Though it was diminished significantly by the recent disappearance of the excellent Demonoid website, there’s a thriving pirate e-book community out there. Really obscure things are, as usual, obscure. But if you want to read your Tom Clancy novels without lugging those things around, there’s no need to pay again for content you’ve already paid for: anything that’s at all popular is quite readily available.

The pirate e-book scene isn’t anything like as large as the pirate music or movie scenes, in large part because until very recently these things weren’t all that easy to use. You can read books on your computer screen, or on your Treo, but by and large people don’t want to. With e-book readers on the radar thanks to all the publicity the Kindle has received, this might change.

This is likely to transform the publishing industry. It’s going to be largely destroyed by e-books, I think, in the same way that the music industry is being destroyed already by mp3s. This might not happen right away, but sometime soon the displays will mature to the point where you can see two pages side-by-side, with resolution and color capabilities similar enough to the printed page as to make a reasonable substitute for a lot of people. Even this won’t kill off real books entirely, any more than television has killed off movies or the CD has killed off vinyl records. But it will make a very, very significant difference. Real books will, like vinyl records, be sold for nostalgia purposes or where their physical nature adds some specific value. Actual printed paper books will never die off to the extent that vinyl records have, if for no other reason than that no special equipment is needed to use a paper book. Books will perish to the degree that they are inconvenient, and survive to the degree that they are convenient.

What value do publishers add to the process? Mainly, they have the capital to lay out to cause books to be manufactured and distributed. With usable electronic book readers, the cost of both of those things has fallen to something very close to zero. Editors don’t need to work for publishing houses, and the only other thing publishers do — gatekeeping — they do spectacularly badly. Publishing houses are always going on about how some huge percentage of the books they publish do not earn back their advances. This would suggest that the publishers are either paying advances that are too large, or selecting the wrong manuscripts, or both.

Kindle Summary

It’s too soon yet for me to tell whether the Kindle is any good or not; it requires use to tell. The main issues are going to be eyestrain and hand-strain from holding it, and those require more evaluation. One other issue might be the fact that there is less text to view at a time than in a regular book. Possibly because of the way I read, I already find myself, not infrequently, at a new page wondering whether I’ve managed to skip a page somehow. This often happens to me with paper books, too, but because there are two pages to view at a time in a paper book, it can only happen 50% as often; and it’s quicker to flip back a page in a paper book to re-read the last line.

Overall, though, so far the Kindle isn’t bad. It performs as advertised as far as reading books goes.

I’m not sure how well the web browser will work, yet. If a page is formatted properly, it’s potentially excellent. Unfortunately, few web pages are formatted in such a way as to work well with the Kindle. Since few people have ever made the adaptations needed to make their sites work well on PDAs, I don’t think we can count on them making changes for something like the Kindle. However, I think that the sites most likely to appeal to Kindle users — Project Gutenberg, for instance, and anyone else distributing large text documents — will probably find it worth their while.

Because the special feature of the Kindle isn’t its text-displaying capabilities; Sony has had something that’s almost the same size with almost the same capabilities for a couple of years now. The Kindle’s special feature, and the thing for which it will be remembered in twenty years, is the network connection. Just as the iPhone turned the mobile-phone subsidy on its head by spreading it out over the two-year period of the contract, the Kindle has turned the gadget-with-network-subscription model on its head by building the cost into the initial price. Sony’s e-book reader costs about $300, so figure the cost of the network hardware and subscription is $100 plus whatever Amazon figures your impulse purchases are worth to them.

Amazon has long been battling against the fact that, while they usually have the best prices on everything they sell, they have the disadvantage of being separated by their customers by UPS or FedEx. My last post was on how it was going to take eight days from order to receipt of my Kindle, even though I paid for good shipping, because UPS doesn’t work on weekends or holidays. If it was anything that I needed urgently, or that could be obtained elsewhere, Amazon would likely have lost the sale.

Some time ago, Amazon launched their Amazon Prime program, where you pay $70 once a year to cover two-day shipping on all your orders. Since only people who order a lot, and who expect to order a lot, will sign up, and since once you’ve signed up it’s in your interest to order as much as possible from Amazon, I would imagine that this results in Amazon effectively subsidizing the shipping of a lot of their Prime customers’ orders.

This works out for them, though, because the shipping delays are such a big problem for them, and one that, by and large, they can’t do anything about.

Except with the Kindle. In one fell swoop, for everyone who buys one, Amazon will go from being the bookstore with the lowest price but the longest delay, to being the bookstore with the lowest price and the quickest service.

iPhone Number Porting Hell

Nicole and I bought two iPhones on iPhone Day, June 29. I ported my number from my old T-Mobile phone without incident. Nicole was not so lucky.

Iphone Sim Card

She wasn’t really trying to port a number at all; her old phone was with AT&T, and she just wanted to keep the same number while moving the whole business to our iPhone family account.

When she initially set up the phone in iTunes, it told her that there was a problem in transferring her number, and that she’d have to contact AT&T customer service; the phone was assigned a new number.

She contacted AT&T customer service using their online support system, which amounts to IRC with a terrible Java client. You’re stuffed into this channel with x other customers and an AT&T support guy. I suppose the idea is that a lot of people have the same questions, and that if you see yours asked and answered in there while you’re waiting, you can save some time.

This would work nicely — or at least not incredibly badly — if the AT&T guy had had any information, or if he had been able to do anything but trigger canned responses. It was one of those conversations like this:

customer1234: Are you a human, or a computer? I don’t think you read my message before sending that canned response, because it’s not relevant at all.

AT&T Steve: Thank you for using AT&T Wireless Chat Support. You will now be disconnected from this session. The chat window will remain open until you close it. For quick answers, make the new AT&T Mobility Help site your first stop. Visit http://help.sbcglobal.net where you’ll find pages of product information to assist you. Again, thank you for choosing Cingular Chat Support.

Ultimately, though, the guy sent a canned response to the effect that this was entirely beyond the capabilities of the chat support system, and that Nicole would have to call on the phone.

Since this was a Friday night, and since the least experienced people tend to work the Friday night and weekend shifts on customer support lines, she just forwarded her old phone to her new phone and decided to wait until Monday.

When she called on Monday, their call-handling system said that wait times were 21 minutes, so she decided to wait a few days and call back later.

With one thing and another, ‘a few days later’ wound up being Tuesday of this week. She was told that the problem was that there was still an AOL employee discount on the line, and that the number couldn’t be transferred with that in place.

Okay, so let’s remove that discount; Nicole doesn’t work at AOL any more anyway, and the discount was about $0.60 a month.

Well, they couldn’t do that, because there was something wrong with their computers. But — customer service win! — they’d call Nicole back Wednesday afternoon to take care of it. The important thing here is that they would call her back, rather than putting the burden on Nicole. As I said: customer service win.

Or it would have been, had AT&T actually called as promised. When she hadn’t heard from them by late Wednesday afternoon, Nicole called them. They were aware of the ticket and were able to remove the discount. At this point she was told, though, that it was impossible for her to transfer her number.

Not that it was difficult, or that it was complicated, or that it was impossible for that particular phone rep to transfer her number, but that it was impossible full stop. She was told to return the iPhone to Apple — paying a restocking fee in the process — and then call AT&T to ‘try’ — their word — to cancel the iPhone account by claiming ‘buyer’s remorse’. Then, Nicole was to buy a new iPhone and run through the activation procedure again, whereupon (she was told) her number would be able to be transferred.

It’s at this point that I took over the process. Nicole was asking them questions, trying to get some clarification that AT&T actually was telling her that she’d have to commit fraud with AT&T and forfeit $60 to Apple (which she couldn’t have, as the return period on the phone had already lapsed) in order to transfer her number; but she wasn’t having much luck. I only heard Nicole’s side of the story, but she was clearly being interrupted every time she opened her mouth.

I called not the regular AT&T customer service line, but the special iPhone customer service line. The guy there immediately said that this business about returning the phone was ridiculous, and that this was all screwed up, and that he wished we’d talked to him initially because what we were trying to do was really very simple. That the next four people I talked to all gave me the if-you’d-talked-to-me-instead-of-all-the-other-people-this-would-have-been-solved-quickly line, I somewhat doubt the actual truth of the statement.

Nevertheless, after about an hour on the phone, we’d arrived at this conclusion:

  1. The account needed to be switched from the ‘blue’ (legacy AT&T wireless) network to the ‘orange’ (Cingular) network before it could then be switched from ‘orange’ to the ‘new AT&T’ network. This network doesn’t seem to have a color, but I imagine it’s some kind of mauve.
  2. I would need to get a new SIM card for the iPhone, because the SIM card already in there had been assigned to the random number ((540) MAC-HOLY as it happens) that had been drawn from the hat when it had been activated.
  3. I should then call AT&T back at (877) 800-3701, which is the general activation support line; they would arrange to do the blue-to-orange switcheroo and to help me reactivate the iPhone and assign the now-orange old number to it.

At this point, it’s worth noting that I, the customer, was getting involved in the distinctions between the ‘blue’, ‘orange’, and ‘new AT&T’ networks, and that I needed to understand the difference between a “Core” AT&T store and a “Non-Core” AT&T store. All of this is utterly ridiculous, but as I am a reasonably smart guy I was able to pull this off, and even to understand what was wrong.

Anyway, so I went to the nearest “AT&T Core” store — not to be confused with Bellcore — and, as directed, asked for Matt. Matt handed over a new SIM card without delay.

By this time it was about 5:30 p.m., so I clocked out of my new part-time job as an AT&T iPhone customer support gopher, and did my normal Tino things.

Thursday morning, it was back to the grind. I called (877) 800-3701, negotiated a lengthy phone tree, and was eventually put on hold. The AT&T hold music is the World’s Greatest Baroque Hits, but it’s being fed by some kind of satellite service or something that cuts out every couple of seconds, replaced with white noise. This sounds like a small thing, but it’s not: it’s maddening. The whole point of hold music is to let you know that you haven’t been cut off; when the music itself cuts off at random intervals, it’s a constant distraction from whatever else you’re trying to do.

When a rep finally got around to me, I verified my identity and explained the whole thing to him again, and told that I was to call this number, give them all the phone numbers, the serial number of the iPhone, and the serial number of the new SIM, and that everything would be handled.

He argued with me. This was impossible, he said, and if-I-had-talked-to-him-first-I-would-never-have-been-told-that etc., etc., etc., etc.

This phone call ended with me hanging up on him while he was delivering another long speech about how this was all my fault, and how they just couldn’t do this, and how I just ‘didn’t understand how things worked’.

I immediately called the iPhone line, and gave them the spiel, including the fact that I’d been told to call (877) 800-3701 but that the people answering that line were worse than useless. Oh-that’s-terrible-if-you’d-called-me-first-etc.-etc.-etc. ensued. Now, the procedure changed. The first thing that had to happen, I was now told, was that the financial responsibility for the account had to be switched from Nicole to me, because I was the primary account holder on the new iPhone family plan. This, of course, required talking to another person, as anything involving billing or finance often does. The helpful iPhone CSR called the financial-responsibility person and explained things while I was listening to the static on hold, and then connected me to the finance group.

The finance girl immediately told me that I’d be charged a service fee of $18 for switching the financial responsibility from Nicole to me. I said that this was kind of silly because the whole point of this was to work around procedural roadblocks that AT&T had put in its own way.

This was a mistake, because it triggered the “we’re doing you a favor” mode in the financial-responsibility girl. “You’re being charged this because this is something you’re choosing to do, okay? You don’t have to do this,” she said. But of course I did have to do this, because AT&T wireless seems determined to get in its own way at every step. I said that I wasn’t in fact choosing to do this, but being told to do this by AT&T itself. While I was saying this, the girl interrupted me to deliver the same message. I think that she meant that I was ‘choosing’ to do business with AT&T at all, and that if I didn’t like that they were going to charge me more pointless fees over and above the activation fees, this was entirely my problem and that I could go to hell. I told her to stop telling me off for trying to do business with her company, and to just transfer the account. The rest of the conversation was conducted with her voice dripping with contempt.

With that done, the next step was apparently to install the new SIM card in the iPhone and to re-activate it using iTunes. I did.

Iphone-Sorry

This time, I didn’t bother even trying to call (877) 800-3701, because everyone at that number had been consistently rude, misinformed, and seemingly pleased by customer dissatisfaction. It wasn’t just indifference: they actually seemed to take glee in telling me (incorrectly) that I was Fucked, to put it bluntly. I called the iPhone people instead.

Oh-that’s-terrible-if-you’d-talked-to-me-bla-bla-bla. This particular phone call lasted for a little over an hour, with me on hold much of the time. I was told that it would be ‘impossible’ for me to re-activate the iPhone, because I was in St. Louis, and my account was in what AT&T calls ‘the Baltimore-Washington Market’. Apparently, I was told, the SIM cards were all locked — locked! to the market in which they were sold. I pointed out that I’d bought the iPhone in St. Louis and activated its pre-installed SIM card with a Baltimore-Washington account; but then this was only possible (they said) because the pre-installed iPhone SIM cards were special SIM cards that could be activated anywhere.

Were any of those special SIM cards available? No. Could they have FedEx knocking on my door at 8:30 the next morning with one of these special Baltimore-Washington SIM cards? After about 30 minutes on hold while they checked into that: No.

Did they understand that this was ridiculous? To their credit, they did. In a lot of customer-service dealings, you can recover a lot of goodwill simply by acknowledging that your customer is not insane for thinking that your company’s policies are a bit counterproductive.

Anyway, I was told to reinstall the old SIM, read all kinds of numbers off to them, etc., etc., etc. I’m not really clear about what was wrong at this point, and from what I was told AT&T wasn’t either. Eventually I was told that they didn’t know what was holding up this activation, but that if it somehow succeeded we’d have a problem again. On the other hand, if the activation went into some kind of limbo, we were in business because the humans could hijack the process at that point.

I was told to call back in an hour. I did. I explained all of this again. If-you’d-talked-to-me-in-the-first-place and so forth. Reinstall the new SIM, the market-locking thing having apparently been B.S. all along. This phone call took another hour, and the only result was that I was told that ‘experts’ were still actively looking into the matter, and that I should call back — to the (877) 800-3701 number — in two more hours.

If ‘experts’ were looking at it now, who had been looking at it before? I suspect that I know the answer to that, but that it wouldn’t be polite to say. I mentioned that every time I’d called the (877) 800-3701 number, I’d wound up hanging up in disgust; I was told to ask for ‘Roxanne’ — in the world of customer service, nobody has extension numbers, direct inbound dial, or last names — and that things should be handled expeditiously.

As it happens, I didn’t have to call back in two hours, because in about an hour and fifty minutes they called me back to tell me that the experts were still hard at work, and that things should be fixed imminently.

Ten minutes later, they called me again, and told me that things should be working. I was instructed to activate the iPhone in iTunes again, specifying Nicole’s phone number but my social security number. The phone immediately activated with the correct number.

So apparently all along the problem was that someone with access to at least one clue needed to look at the situation and take the proper action. Fine; this is how most things work. AT&T’s real failures here were two:

  1. Employing any of the people I talked to via the (877) 800-3701 in any capacity whatsoever. Not only were they not helpful, but at every turn they actively set the process back. They’re so bad, I wouldn’t be at all surprised to find that they’re all Verizon moles, sent to infiltrate AT&T and chase away customers.
  2. Not being able to identify the issue with my account and properly escalate it until after I’d been on the phone multiple times for multiple hours, repeating myself and growing more and more frustrated with AT&T. It appears that once the issue got into the right hands, everything was resolved pretty quickly. I’ll accept a delay while a problem is solved, but I will not accept having to project-manage the solution for a company to whom I’m paying money.

Speaking of which, I expect to have a followup to this when the bill comes. Right now, according to the AT&T website, I owe them either $240 or $68, depending on where I look. I fully expect the activation fees and first month’s bill on this to be fully comped; or I can pay them and then bill them for my project-management services in connection with the activation — which bill is, at my normal rates, a hell of a lot higher than their bill. At the moment, though, their system is far too disorganized for me to tell what the heck is going on.