Esurance just sent me an email wondering why we broke up. Poor Esurance, it seems hurt and confused, and yet it should have seen it coming. Sure, we had three great years where they provided me with car insurance and I gave them money, but the magic in our relationship vanished in the last month.
"We're sorry to have lost you as a customer," the company wrote me. "We'd
appreciate it if you told us why you canceled your Esurance policy. If
it's something we could have done better, we plan on fixing it."
Thanks for asking, Esurance. It's a little painful for me to talk about, but perhaps if I explain it, it will help someone else from getting hurt like I did.
Here goes:
It all started when I got my car insurance renewal from you, Esurance. For some reason, the new rate was 25% higher than last time. That's on a six-month renewal, so this amounts to a 50% increase in annual terms.
Why, Esurance, why? Did I do something to hurt you? During our relationship, neither I nor my wife had an accident or got a speeding ticket. We never made a claim. And what thanks do we get? A 25% rate increase?
I suppose I could have called it off right there, just walked away without a word. But I felt this was something we should talk about. So I called you.
It turns out that it's not that easy to talk to you. I waded through a phone tree of options, was transferred and waited on hold for about 8 or 9 minutes before finally reaching a human. This woman looked into my account, put me on a hold a few times more and then, after I'd spent 20 minutes on the phone, I was disconnected.
Sigh.
Maybe, Esurance, you felt like you didn't need to work on our relationship. After all, the policy was set for automatic renewal just a week later, and you'd get your money even without talking to me. I don't like to be taken for granted, so I emailed you and told you to "NOT automatically renew my policy."
I thought this would spur you to talk to me, but, alas, you misunderstood. I received an email back from you saying, "As requested, your policy has been canceled." No -- that's not what I asked for! Good communication is so important in a relationship.
I tried to call you again, but I was kept on hold so long, I gave up. I tried a third time, but like the first time, that call ended with you hanging up on me.
OK, I get the message. You didn't want to talk to me (but why do you want to talk now?).
I tried one more tact. I applied online for an Esurance policy just like a new customer, but the rate was again too high. I had to face the fact that our relationship was over.
But the next day you called. You had seen my online attempt to renew our courtship, and you wanted to know what you could do. We had a long talk, but when I said that was an existing customer, not a new one, you suddenly turned cold. You couldn't help me, you said. Why? You were surprised to know about our three-year relationship? It was like you didn't know me anymore.
I put you out of my mind and started a new car insurance relationship with someone else. Then one Saturday morning you called again -- so early in fact that it woke up three of the four people in my household. I tried to explain what had gone wrong, but you -- or your "licensed agent" anyway -- didn't seem to want to hear it.
So that's what happened. I suppose it would be nice at this point to say that our breakup was more my fault than yours. Except that wouldn't be true.
---
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Tuesday, September 30, 2014
Friday, September 19, 2014
American Systems, maker of EZ Macros, closes shop
Computer users who employ software programs such as EZ Macros, Spam Crusher or Print Screen Deluxe won't be getting any new versions, any technical support or any updates to the products. The maker of those programs, American Systems, has gone out of business.
The phone number for the company, based in Fort Worth, Texas, no longer works. Email to the company is not returned. Many links on the company website are broken.
The company, established in 1994, seems to have been on a downward spiral for a while. It has never produced software for Windows 8, the operating system introduced in 2012.
At one time, EZ Macros was an effective way to improve computer use efficiency by creating "hot keys" to automate repetitive tasks. But the software has shown significant bugs lately.
---
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The phone number for the company, based in Fort Worth, Texas, no longer works. Email to the company is not returned. Many links on the company website are broken.
The company, established in 1994, seems to have been on a downward spiral for a while. It has never produced software for Windows 8, the operating system introduced in 2012.
At one time, EZ Macros was an effective way to improve computer use efficiency by creating "hot keys" to automate repetitive tasks. But the software has shown significant bugs lately.
---
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Wednesday, September 10, 2014
EZ Macros ate my files
Do you like doing the same work over and over ... and over? Of course not. That is why for years I have used a program called EZ Macros.
EZ Macros is a program that has allows you to record a set of specific keyboard and mouse actions, and then recall those later with a shortcut.
Let's say you need to frequently need to send emails that say "Your order has been shipped." Rather than typing that each time you could just hit, say alt-y, and the phrase would be automatically typed and the email sent.
I have liked EZ Macros so much that since buying it for the first time in 2008, I have three times renewed my registration at a price of $34.95 each time.
That's why I'm so disappointed in recent developments.
About two months ago, as I started up my computer, I got this message:
"EZ Macros detected that your macros are not compatible with this version. You will need to re-record your macros."
Sure enough, all of my 20 or so macros were gone. Completely gone. I was baffled by the error message. "Not compatible with this version" of what?
After fruitlessly trying to recover the macros, I gave up and started re-recording them. Then I got the same error message, and again everything was gone.
I uninstalled EZ Macros and downloaded a new, trial, version. Since doing so, I've gotten the message of death twice more.
The most troubling element of this is the response I've received from the maker of EZ Macros, American Systems, and its owner, Matt Porter.
I emailed Porter and got no response. I found other addresses on the American Systems website, and tried them. I got no response.
---
(Please support this blog by clicking on an ad, or by donating via the Paypal button below.)
EZ Macros is a program that has allows you to record a set of specific keyboard and mouse actions, and then recall those later with a shortcut.
Let's say you need to frequently need to send emails that say "Your order has been shipped." Rather than typing that each time you could just hit, say alt-y, and the phrase would be automatically typed and the email sent.
I have liked EZ Macros so much that since buying it for the first time in 2008, I have three times renewed my registration at a price of $34.95 each time.
That's why I'm so disappointed in recent developments.
About two months ago, as I started up my computer, I got this message:
"EZ Macros detected that your macros are not compatible with this version. You will need to re-record your macros."
Sure enough, all of my 20 or so macros were gone. Completely gone. I was baffled by the error message. "Not compatible with this version" of what?
After fruitlessly trying to recover the macros, I gave up and started re-recording them. Then I got the same error message, and again everything was gone.
I uninstalled EZ Macros and downloaded a new, trial, version. Since doing so, I've gotten the message of death twice more.
The most troubling element of this is the response I've received from the maker of EZ Macros, American Systems, and its owner, Matt Porter.
I emailed Porter and got no response. I found other addresses on the American Systems website, and tried them. I got no response.
---
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Wednesday, September 3, 2014
Soccer tournament review: McMillan Invitational in Costa Mesa
The 2014 McMillan Invitational, held Labor Day weekend in Costa Mesa, California, was one of the best youth soccer tournaments I've attended. Not perfect, mind you (see below), but overall the tournament did many more things right than wrong.
Putting on a good tournament requires attention to detail, and the McMillan organizers did well in areas where some competitions fall short. For example:
Real bathrooms – not porta potties – were available, though perhaps the tournament should have had both. At one point, one of the girls' bathrooms had an extended line out the door.
The competition was fairly balanced, another plus. The McMillan tournament is specifically for "Extra" teams (selected advanced players) from American Youth Soccer Organization leagues. Perhaps because of this limitation, the games were pretty competitive, with only a handful of blowouts across all divisions. This is good; teams benefit most by playing opponents of equal, or near-equal, ability.
All that said, the McMillan Tournament did have some negatives.
 |
| Action in the 2014 McMillan Invitational |
Putting on a good tournament requires attention to detail, and the McMillan organizers did well in areas where some competitions fall short. For example:
- Schedules for the tournament were sent to coaches (and presumably forwarded to parents) a good eight days ahead of time. That's nice and gives families time to plan. Some tournaments can't seem to get schedules done until just a few days ahead of time.
- Game scores were posted quickly online and standings quickly updated. It was easy to tell where your team stood. Many tournaments don't even try this.
- After each final, a small awards presentation was held for the top two teams. This was nice and helped the players feel special about their achievement.
Real bathrooms – not porta potties – were available, though perhaps the tournament should have had both. At one point, one of the girls' bathrooms had an extended line out the door.
The competition was fairly balanced, another plus. The McMillan tournament is specifically for "Extra" teams (selected advanced players) from American Youth Soccer Organization leagues. Perhaps because of this limitation, the games were pretty competitive, with only a handful of blowouts across all divisions. This is good; teams benefit most by playing opponents of equal, or near-equal, ability.
All that said, the McMillan Tournament did have some negatives.
- The placement on Labor Day weekend is inherently a problem, for two reasons. First, some families may not like giving up one of their few three-day weekends a year for a soccer tournament. Second, this weekend falls smack in the middle of the hottest time of the year for Southern California. Even though this year's temperatures weren't particularly high compared to historical numbers, it was still in the low 90s at midday and both spectators and players out in the sun got roasted. If you do this tournament in the future, be sure to bring canopies and umbrellas for shade, and plenty of water.
- The parking situation was poor, although I give the tournament some credit for at least pointing people to alternatives. "Parking is going to be a challenge," the tournament warned parents ahead of time. The lots nearest the fields at Costa Mesa High School and the adjacent Jack Hammett Sport Complex filled up quickly, and many drivers found themselves circling in search of a space or, worse, trapped in a parking lot deadend. But families who paid attention to the tournament's warnings found some alternatives available. A neighboring church was charging $5 to park in its lot. And there was free parking, with a slightly longer walk, across the street at Orange Coast Community College. Some drivers, unfortunately, chose the wrong entrance to the college and ended up parking much further away than necessary (psst: The right answer is Lot A.)
- There were too many champions. Seems odd to say, right? But nearly every division of the McMillan was split into two completely separate flights. Thus, there were two champions. Over here, for example, you might have one team celebrating because they are the Under-11 girls champs. But over on the other side of the field there's another team celebrating the exact same thing. This just isn't right. It diminishes the value of the championship. To change this would mean some significant changes – either another round of games, or fewer teams. But in the end, it would make the title "McMillan Invitational Champion" more meaningful.
Wednesday, August 27, 2014
Book review: "The Siege: 68 Hours Inside the Taj Hotel"
When terrorists burst into the Taj Hotel in Mumbai in 2008 and started killing people in a spray of bullets, guests and workers scattered.
Some made it safely outside, but many hundreds were trapped in the huge luxury hotel. Some locked the doors of ballrooms and restaurants and hid in large groups, while others, alone and in pairs, took cover inside their rooms, in bathroom stalls or under desks. There, they waited for rescue.
It would be a long wait. Many would die before help arrived.
The attack on the Taj was part of a wider assault by Pakistani terrorists on Mumbai, India's financial capital. In all, 166 people were killed, including 33 at the Taj.
In "The Siege," authors Cathy Scott-Clark and Adrian Levy tell the story of the assault on the Taj in meticulous detail. Having interviewed hundreds of people, the authors describe the assault from the perspectives of guests, workers, police and even the terrorists themselves.
Sadly, the biggest takeaway from this amazing story is how many people died and were injured while waiting 12 hours for rescue. As Scott-Clark and Levy illustrate, the response from Indian police and military to the assault was simply pathetic.
Too few officers were sent to the scene initially, and those that did arrive were afraid to go near the hotel – not surprising, considering they were armed only with outdated weapons and a handful of bullets. Reinforcements were slow to arrive. Bureaucratic squabbling paralyzed rapid response of anti-terrorism units.
The police response was so pitiful that they that failed to take advantage of even the most obvious opportunities. One brave officer, Vishwas Patil, snuck into the hotel (he was the first to exchange fire with the terrorists) and found his way to the internal closed-circuit TV system. There, he was able to watch on TV as all four terrorists assembled in a single room.
This was the perfect moment, Patil realized, to trap the terrorists and get everyone else out of the hotel safely. He radioed to police outside the hotel and urged them to send in forces immediately. But the police dithered and the opportunity vanished.
The book also makes it clear that, even when their lives are immediate danger, people can do dumb things. In darkened ballrooms where most people tried to remain quiet so as not to expose their hiding place, some people persisted in talking loudly on cell phones or not covering up their a glowing screen. Some people revealed their hiding places to outside journalists in calls or texts, facts that were soon broadcast to TV viewers – and quickly passed to the terrorists by their handlers.
The authors' thorough research helps to create a vivid picture with amazing detail. But such detail can also be an impediment to the reader, as it can be hard to keep all the names and relationships straight.
To assist the reader, the book does something brilliant. At the start is a list of many of the key characters, along with photos and short descriptions. This helps immensely; I repeatedly referred to this "cheat sheet" as I read the book.
Also, the book has a not just a map of Mumbai showing key locations, including the Taj, but also has two diagrams showing the internal layout of the labyrinthine hotel. Again, this is extremely helpful.
If you're reading "The Siege," I suggest not getting bogged down in details. Even if you read carefully, it will be impossible to keep all the names straight. "The Siege" works better if you keep the action moving. This may be the kind of book worth a second read just so you can make sense out of the chaos.
---
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Some made it safely outside, but many hundreds were trapped in the huge luxury hotel. Some locked the doors of ballrooms and restaurants and hid in large groups, while others, alone and in pairs, took cover inside their rooms, in bathroom stalls or under desks. There, they waited for rescue.
It would be a long wait. Many would die before help arrived.
The attack on the Taj was part of a wider assault by Pakistani terrorists on Mumbai, India's financial capital. In all, 166 people were killed, including 33 at the Taj.
In "The Siege," authors Cathy Scott-Clark and Adrian Levy tell the story of the assault on the Taj in meticulous detail. Having interviewed hundreds of people, the authors describe the assault from the perspectives of guests, workers, police and even the terrorists themselves.
Sadly, the biggest takeaway from this amazing story is how many people died and were injured while waiting 12 hours for rescue. As Scott-Clark and Levy illustrate, the response from Indian police and military to the assault was simply pathetic.
Too few officers were sent to the scene initially, and those that did arrive were afraid to go near the hotel – not surprising, considering they were armed only with outdated weapons and a handful of bullets. Reinforcements were slow to arrive. Bureaucratic squabbling paralyzed rapid response of anti-terrorism units.
The police response was so pitiful that they that failed to take advantage of even the most obvious opportunities. One brave officer, Vishwas Patil, snuck into the hotel (he was the first to exchange fire with the terrorists) and found his way to the internal closed-circuit TV system. There, he was able to watch on TV as all four terrorists assembled in a single room.
This was the perfect moment, Patil realized, to trap the terrorists and get everyone else out of the hotel safely. He radioed to police outside the hotel and urged them to send in forces immediately. But the police dithered and the opportunity vanished.
The book also makes it clear that, even when their lives are immediate danger, people can do dumb things. In darkened ballrooms where most people tried to remain quiet so as not to expose their hiding place, some people persisted in talking loudly on cell phones or not covering up their a glowing screen. Some people revealed their hiding places to outside journalists in calls or texts, facts that were soon broadcast to TV viewers – and quickly passed to the terrorists by their handlers.
The authors' thorough research helps to create a vivid picture with amazing detail. But such detail can also be an impediment to the reader, as it can be hard to keep all the names and relationships straight.
To assist the reader, the book does something brilliant. At the start is a list of many of the key characters, along with photos and short descriptions. This helps immensely; I repeatedly referred to this "cheat sheet" as I read the book.
Also, the book has a not just a map of Mumbai showing key locations, including the Taj, but also has two diagrams showing the internal layout of the labyrinthine hotel. Again, this is extremely helpful.
If you're reading "The Siege," I suggest not getting bogged down in details. Even if you read carefully, it will be impossible to keep all the names straight. "The Siege" works better if you keep the action moving. This may be the kind of book worth a second read just so you can make sense out of the chaos.
---
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Verizon stumbles in router upgrade offer
Verizon's offer to upgrade customers' routers for free quickly turned sour this week when heavy demand crashed the web page handling the orders.
Verizon sent an email Tuesday to Internet customers who use routers that still use an older security protocol known as Wired Equivalent Privacy, or WEP.
The email (see full text below) offered to replace the older routers, at no charge, with new ones using the more advanced Wi-Fi Protected Access (WPA2) encryption. Customers were directed to the web page verizon.com/fiosaccessories to order the new router.
But customers who followed the Verizon instructions could not reach the correct page, getting a "Server not found" message instead. Customers who contacted Verizon's customer service were further frustrated.
I spent 36 minutes in online chat with two baffled Verizon representatives who didn't even know about the router email. When I offered to forward the email to them, they refused to provide an address and asked me to fax – yes, fax – the email to them. Ultimately, one of them incorrectly told me I needed to be using a computer connected to my home router for the link to work.
Later, a Verizon phone representative said that the ordering page had crashed from heavy demand. He was able to submit my router order for me.
Here's the full Verizon email:
Important Informatio
Verizon sent an email Tuesday to Internet customers who use routers that still use an older security protocol known as Wired Equivalent Privacy, or WEP.
The email (see full text below) offered to replace the older routers, at no charge, with new ones using the more advanced Wi-Fi Protected Access (WPA2) encryption. Customers were directed to the web page verizon.com/fiosaccessories to order the new router.
But customers who followed the Verizon instructions could not reach the correct page, getting a "Server not found" message instead. Customers who contacted Verizon's customer service were further frustrated.
I spent 36 minutes in online chat with two baffled Verizon representatives who didn't even know about the router email. When I offered to forward the email to them, they refused to provide an address and asked me to fax – yes, fax – the email to them. Ultimately, one of them incorrectly told me I needed to be using a computer connected to my home router for the link to work.
Later, a Verizon phone representative said that the ordering page had crashed from heavy demand. He was able to submit my router order for me.
Here's the full Verizon email:
Important Informatio
Dear Valued Verizon Customer,
Internet
Security is always a top priority at Verizon. That’s why we want to
make sure we do all we can to keep your personal information secure.
Our wireless routers have security settings that are available to help
protect your home wireless network. We strongly recommend that you
upgrade your security settings from WEP encryption. As your router is
not enabled for W-Fi Protected Access (WPA2) encryption, which is the
highest level of security available, we will provide a WPA2 compatible
router to you at no additional cost. To order a no-cost replacement
router, please go to verizon.com/fiosaccessories.
If
you prefer to keep your current router, please upgrade to WPA
encryption, which will provide a higher level of protection than WEP
encryption. As you upgrade your security settings, you should also
establish a strong, unique encryption/key password. If you have not
previously upgraded your router’s security settings, you may do so by
using our In-Home Agent tool or by using the instructions provided at verizon.com/
IMPORTANT THINGS TO NOTE:
- While we strongly recommend that you upgrade to WPA2 Encryption, if you prefer to use less-secure WEP encryption, it is critical that you create a strong, unique WEP encryption key/password and change it regularly. Instructions for changing your WEP encryption key are available at verizon.com/changewepkey.
- Please do not use the WEP encryption key that is printed on the label of your router.
- Instructions for creating a strong, unique password are available at verizon.com/
createsecurepassword.
We urge you to take a moment to update your wireless router’s security and password settings.
Thank you for your attention to this matter.
Sincerely,
Your Verizon Team
Friday, August 15, 2014
Does the Press-Telegram even want subscribers?
The author Lee Tomlinson invented the term "WAYMISH" to describe the many ways companies drive away customers with inadequate, thoughtless or just-plain-stupid service practices. It stands for "Why Are You Making It So Hard for me to give you money?"
Here's an example of a WAYMISH:
I was interested in subscribing to the Press-Telegram, the newspaper that serves Long Beach, California. A few Google searches brought me to a page that offered seven-day-a-week delivery for "$14.99 per 4 month."
Hmm, I thought, that's awkwardly written, but it seems to suggest $14.99 for 4 months of daily delivery of the paper. That would be a good deal, if true. There was no way online to clarify if my interpretation was correct, so I decided to call.
It was 4:45 p.m. on a Thursday when this potential subscriber called. But I only got a recording saying "Our office is closed," and no opportunity to leave a message. WAYMISH.
Many consumers would give up at that point, but I called back the next day, and waited four and a half minutes on hold before reaching a human. After I explained my question, the customer representative seemed puzzled.
"What paper are you calling about?" she said.
Sigh.
She was completely unaware of the offer I was referring to. I explained in detail how to find the web page I had found. Eventually, after I had been on the phone for more than 10 minutes, including additional time on hold, she returned to tell me the offer was "$14.99 per month, guaranteed for four months."
Oh. And how are we supposed to get that out of "$14.99 per 4 month"?
Some might say that $14.99 a month is still a reasonable price, but by this point I'd found the whole process so aggravating that I decided not to subscribe at all.
WAYMISH.
---
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Here's an example of a WAYMISH:
I was interested in subscribing to the Press-Telegram, the newspaper that serves Long Beach, California. A few Google searches brought me to a page that offered seven-day-a-week delivery for "$14.99 per 4 month."
Hmm, I thought, that's awkwardly written, but it seems to suggest $14.99 for 4 months of daily delivery of the paper. That would be a good deal, if true. There was no way online to clarify if my interpretation was correct, so I decided to call.
It was 4:45 p.m. on a Thursday when this potential subscriber called. But I only got a recording saying "Our office is closed," and no opportunity to leave a message. WAYMISH.
Many consumers would give up at that point, but I called back the next day, and waited four and a half minutes on hold before reaching a human. After I explained my question, the customer representative seemed puzzled.
"What paper are you calling about?" she said.
Sigh.
She was completely unaware of the offer I was referring to. I explained in detail how to find the web page I had found. Eventually, after I had been on the phone for more than 10 minutes, including additional time on hold, she returned to tell me the offer was "$14.99 per month, guaranteed for four months."
Oh. And how are we supposed to get that out of "$14.99 per 4 month"?
Some might say that $14.99 a month is still a reasonable price, but by this point I'd found the whole process so aggravating that I decided not to subscribe at all.
WAYMISH.
---
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