technology – Page 6 – Life on the Wicked Stage: Act 3

Instagram Shows Up Very Late to the iPad Party

What’s the point and who cares?

The folks at Meta must have something up their sleeve. The reason I say that is they have finally, after all of these years released an iPad version of the app, long after most folks just figured it would never happen. Other than speculating on what might be behind the late to the party move, at this point it begs the question, Who cares?

I’m sure plenty do care. I’m not one of them. Instagram is one of a few apps that I begrudgingly use. Begrudgingly because I hate it. I use it because my family on all sides continues to do so and it’s a way to keep up with grandkids, nieces, nephews, and other family news. But I honestly despise that I have to. Believe me I’ve tried to wean them off onto other apps and services, but it never sticks.

Every time I do open Instagram I have to block somewhere between 5 and 10 spam accounts (too often porn or ridiculous come ons.) And of course the algorithm doesn’t show me what I want to see, but what it wants me to see. There’s even an increased sense of desperation from both Instagram and Facebook sending out notifications telling me someone replied, is waiting for my reply, or commented on something I haven’t seen yet. It’s like begging in the street. Apologies to those who might actually need to do so.

Sure I could turn off the notifications, but sadly, that’s the least worst way to use the app to keep up with family happenings.

I’d say that since it took 15 years for Meta to finally roll this out that perhaps the adolescents in charge finally are growing up. But then, there are those porn accounts that pop up with the frequency like prepubescent zits.

I won’t be putting it on my iPad. It’s troubling enough that I still have it on my iPhone. And as I watch the over excited coverage rolling in, I haven’t seen any image of the iPad version that makes it look the least bit appealing. It’s like Meta didn’t really care based on what I’ve seen so far.

So, Instagram is on the iPad. What’s the point and who cares?

You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.

Blood Glucose Monitoring on the Apple Watch Is Probably A Long Way Off

The annual hope and hype cycle

Every year as we near Apple’s iPhone and Apple Watch announcements rumors circulate and recirculate about Apple including a blood glucose monitor for the Apple Watch. It would be great if that happens someday. In my view it’s probably a lot further off than most of those hoping it happens want it to be. Here’s why I think that.

I’m a Type 2 diabetic. Checking my blood sugars has been a part of my life for 14 years or so. I’m painfully familiar with the prick your finger method and relied on it until a new endocrinologist prescribed a Dexcom G6 sensor. I’m now using a Dexcom G7 sensor. I don’t use an automatic insulin pump, just the sensors for monitoring via my iPhone and Apple Watch. I treat my condition with injected medication, both insulin and GLP-1.

The Dexcom sensors (both generations) were indeed a plus in my life as they provided a better way of monitoring, allowing me to better gauge diet and exercise, which will always be the biggest part of any diabetic’s regime.

But neither Dexcom model was a fire and forget it solution. There are times when I have to check my blood sugar with a finger prick because there are so many variables that can affect your glucose levels. The Dexcom system does provide a method to calibrate and recalibrate based on actual readings from a finger prick. I experience periods when I don’t need to recalibrate often and periods when I do.

If I’m traveling for a more than a day or so I have to pack my kit for finger pricks, because travel can be one of those variables. An inadvertent bump of the sensor on my arm can throw readings off for the remaining life of that sensor. (You have to change to a new sensor every 10 days.) AND to be frank, the tech is still far from perfect. Sensors fail occasionally and, as is the case with all tech that fails, it happens at the most inappropriate time.

Dexcom’s sensors are classified as a minimally invasive medical device. The device inserts a small filament under the skin, and yes it feels like a small needle insertion. That filament takes its reading from the interstitial fluid between cells. It does not read directly from the bloodstream. The device is held on by an adhesive patch.

When Dexcom introduced its Apple Watch app it was a decided monitoring improvement over the iPhone App which I viewed via a widget on my iPhone Home Screen. The iPhone widget far too frequently needed a touch of the screen which opened the app to update the reading.

The Apple Watch app offers a complication that displays data more consistently, needing less frequent touches to refresh the readings. (The complication is visible in the photo above showing a reading of 157.) That said, the Apple Watch tends to disconnect too easily from the sensor, defaulting back to displaying readings from the iPhone when that occurs.

I also find that the Apple Watch app reading is more current than what the iPhone is showing, but you do still need the iPhone app to communicate readings with your endocrinologist.

In some instances I’ll need to reboot both devices to reconnect things up on both my iPhone and Apple Watch. Dexcom technicians have told me these disconnections have to do with Bluetooth connection issues and are subject to the same vagaries and variables that exist with many other Bluetooth connections. I also need to be aware of which arm I have the sensor attached. I wear my Apple Watch on my left arm and if the sensor is on my right arm there will be more frequent disconnections. I don’t sleep with my Apple Watch on, so waking in the morning requires a waiting period for the watch app to reconnect.

The goal behind the push to include blood glucose monitoring on an Apple Watch (or any other smart device) is obviously to cut down on the need for finger pricks and possibly the use of minimal invasive medical devices. But also, in theory an on device sensor communicating directly with watchOS should show readings more consistently and be much less subject to the vagaries of Bluetooth connectivity.

I certainly can’t prejudge any new system or technology that hasn’t surfaced yet. Certainly I’m one who hopes Apple or some other company can eventually tackle this issue and provide a workable solution. That said, convenient as this annual rumor always seems to be, I believe blood glucose monitoring on the Apple Watch is a lot further off than most hope or think it might be. I’m also reasonably sure that finger pricks will still be needed if for no other reason than to calibrate sensor readings with actual blood glucose levels.

You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.

Sunday Morning Reading

The ant hill of humanity

Crazy travel rhythms this summer. Spending time at the lake this weekend. The good thing about lake time is there’s time to do some reading. Here’s some good stuff I stumbled onto, worth sharing for this week’s edition of Sunday Morning Reading. Quite a bit revolving around Artificial Intelligence and other mind games. There’s also ants.

For some inexplicable reason defining what it means to be an American has actually become a chore these days. It shouldn’t be. Kieran Healy has written a piece simply titled American that recounts his thoughts and feelings on becoming an American citizen. Well worth your time, espeically in these crazy times.

“Memory isn’t linear; it’s relational.” That’s the thought NatashaMH leaves us with in her piece The Mind’s Mischief. The mind is indeed a curious thing.

Matteo Wong says the AI Doomers Are Getting Doomier. I don’t know about you, but if we’re all doomed at the hands of AI (does AI have hands?) human intelligence never really advanced as far as I thought it did. Or maybe we just hit the ceiling.

Speaking of AI doom, Charlie Warzel wonders why one of the impacts of AI it to make us feel like we’re losing it in AI Is A Mass-Delusion Event. I get the points and they’re well made. Referring back to my comment from the previous entry, if we’re such easy marks for this kind of delusion… well…we are such easy marks.

David Todd McCarty argues why we should resist AI with ecclesiastical fervor, especially those who create for a living. Check out The Moral Failure Of Using AI In Your Art.

Reece Rogers is marking yet another change brought about by AI. Take a look at The AI-Powered PDF Marks The End of An Era.

Barry Betchesky tells us that It Took Many Years And Billions of Dollars, But Microsoft Finally Invented A Calculator That Is Wrong Sometimes. You read that right. The money quote is:

“But now we have Microsoft apparently determining that ‘unpredictability’ was something that some number of its customers wanted in their calculators.”

Rounding out this collection of links on AI, is another article by NatashaMH where she says instead of Fearing the Machinery, Interrogate The Mindset. Excellent piece. The underlying current is something I’ve been thinking about a lot. We’re creating these machines in our own images. Or at least the images we imagine of ourselves. Humans are far too human, even when we look past or try to accelerate beyond our humanity.

One of the joys of spending time in the great outdoors is that it reminds you we’re not the only intelligent species on the planet. Although as the theme of this week’s reading has emerged, we might want to reevaluate that, just not with Microsoft’s math tools. On another front, in politics it’s certainly easy to argue for a reevaluation. Kate Knibbs takes a swipe at it in a look at how Government Staff Cuts Have Fueled An Ant-Smuggling Boom.

I told you there’d be ants.

If you’re interested in just what the heck Sunday Morning Reading is all about you can read more about the origins of Sunday Morning Reading here. If you’d like more click on the Sunday Morning Reading link in the category column to check out what’s been shared on Sunday’s past. You can also find more of my writings on Medium at this link, including in the publications Ellemeno and Rome.

Who Controls History If AI Is In The Mix

Time in a bottle of bits

One of the scariest things about this insane period we’re living through is the attempt by those in power to rewrite, alter, or just get rid of history they don’t like. Whether it’s banning books, changing curriculums, forcing the closures of libraries, or what museums can display, I find it a cowardly, yet effective way to hide heads in the sand, bury the sins of the past, and admit we’re actually ashamed of ourselves.

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I know this because I have lived this. My early education certainly tilted the American narrative towards the mythology of the Old South. It wasn’t until I left home, and got involved in the theatre that I discovered just how much I hadn’t learned, how much more I needed to, and how the future depends on the past, no matter how complicated it was.

Fortunately the information was there. It was up to me to do the work.

What happens when it’s not there? Or it’s wrong?

I find It hard to imagine that large chunks of the world’s history can be erased, growing up in an era when my access to it seemed to expand exponentially. But it’s been tried before. It’s succeeded with entire generations of populations. Now we’re facing the very real possibility of it happening again in this digital age with the aid of Artifical Intelligence.

There’s an interesting piece by Benji Edwards in Ars Technica about a college student who trained a small AI model that he called TimeCapsuleLLM on Victorian texts. During his experiments his time capsule spit out some actual history he didn’t know about real protests during the era. He checked into the info and the LLM was indeed accurate.

At first glance, that feels like a very positive AI story. Discovering lost history is a good thing. However, with the way I understand AI training it all depends on what data it’s trained on. That leaves things up to who controls the training data. Leave out, change or bias the historical record and…

Well, you can see the problem.

Elon Musk has already hinted at this kind of manipulation. I’m sure there are others thinking the same. They say history repeats itself. Actually history doesn’t. Humans do. History is just the record of the repetition. Humans just use newer and different tools to mold the past into something more comfortable. I may be mistaken, but I think history, in the long run, also proves that never really works out.

Correcting and rewriting history is not for the faint of heart. But when there is no heart, there’s a problem.

Time machines and time travel have always been fraught with danger in the history of science fiction. So has Artificial Intelligence. I’m reasonably sure we’re not smart enough to walk whatever fine lines might exist in a future when the past can be more easily manipulated. We haven’t been in the past when the erasing was harder. But I am dead certain we’re going to be facing this unreal reality.

Again.

Just with newer methods.

Without anything resembling Artficial Intelligence, we’ve managed to forget, alter, or set aside many of the horrible lessons of human history. Why should any new tool we create be any different? I’m sure these AI geeks think they can strip ego and emotion out of these robots they are building.

I doubt they will ever remove hubris.

(Image from Peter Herrman on Unsplash.)

You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.

Apple TV+ Price Increase and the Dummy Price

Death, taxes, and subscription price increases

Times have changed how money changes hands. Back in the day purchasing a subscription meant you got a deal. It also created a relationship between the customer and the service, that often, but not always, protected subscribers from price increases. At least for a time. That really no longer exists. Sure there are deals and free trials to seduce new customers, but typically those deals are for a period of time and then the price goes up. It’s changed the definition of what we used to call “the dummy price.”

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“The dummy price” was for those who didn’t subscribe, thus paying full price. We used to joke in the theatre biz that “the dummy price” was for the guy who’s wife told him she wanted to see a show, and then he’d have his secretary use his credit card to buy the tickets when he got to the office.

When we had to raise prices we’d do so on single tickets and reward our subscribers by telling them we’d keep their current prices intact, thus increasing their savings and further building trust in relationship. That made it a bit easier sell when we inevitably had to raise subscription prices.

It was similar to buying the newspaper each day, instead of subscribing. A subscription was always cheaper than the newsstand price.

The only thing I think I subscribe to these days that actually offers any type of real savings is an E-ZPass, which in my state cuts the cost you pay at the toll booth by 50%.

Of course those are different markets than streaming entertainment, which didn’t exist when I was setting “dummy prices.” Subscriptions for streaming entertainment only gets you access. Certainly a lot of content is available for the price you pay, but realistically it’s more than anyone could ever consume. But the promise is access. The quantity makes much of the content as disposable as it is available, even if it is cheaper than back in the day when you had to purchase physical or digital media in order to view it at home.

The only thing you’re really buying is the inevitable price increase and a bit more frustration in balancing out your entertainment budget.

The new definition of “the dummy price” is hoping there are enough customers who don’t pay attention and miss the price increase.

Apple announced today it’s increasing its monthly subscription price for its streaming entertainment service, Apple TV+ from $9.99 to $12.99 a month. Other streaming services do the same thing, more frequently than Apple. But every player in the market affects the perception of all the rest.

It’s led to a sort of comedic game for consumers who want to stream from different services. They cancel a service for a period of time, often waiting for new content to become abundantly available or a particularly desired title, and then they’ll resubscribe after canceling another service. Or they’ll just keep creating new email accounts, resubscribing under a new name.

Currently the streaming companies seem to be comfortable enough with this type of customer churn, but it builds more attraction to titles than it does to a service’s brand, which in turn drives up the marketing costs for each new title. I imagine at some point streaming companies will find a way to clamp down and try to minimize that churn, the same way they have done with password sharing.

But the subscription game is not just an entertainment industry business practice. There are quite a few services that want your monthly tithe and offer the same kind of price inducements. But it’s certainly easier to cancel Netflix for a period of time than it is some of these other types of services once the inevitable price increase comes along. It will be interesting to see how the AI market shakes out once the first big company needs to break the $20 a month barrier for general consumers.

Bottom line it’s a shell game for both customers and companies. Death and taxes used to be the only constants in that old axiom about the only things certain in life. That needs to be amended to include price increases for subscription services.

You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.

Craig Hockenberry’s Take on the Why of Liquid Glass

Is Liquid Glass an edge case?

There is a quote largely attributed to Robert F. Kennedy. No not the one rampaging through the U.S. healthcare system. It goes “some men see things as they are and ask why. I dream things that never were, and ask why not?” But, it actually came first from George Bernard Shaw in his play Back to Methuselah.

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The text gets mangled often enough as does the attribution. Regardless, the point is made. In my experience as a theatre producer/director/designer/playwright the biggest part of the game is the “dreaming” part. The next hurdle is finding a way to turn that into reality. The dreams often come when least expected, occasionally after many attempts at finding a solution, and sometimes at random moments. They sometimes come into focus as almost impossible, or perhaps wrong-headed.

Typically, in something completely uncharacteristic for me, when I find I can’t articulate what I’m feeling or seeing, I know I’m on to something, and that’s the moment to ask “why not?” rather than “why?”

I’m also very familiar with the desire or temptation to do something new instead of doing again what I know works. Speaking from my experience that’s yielded both positive and negative results. There’s a reason some things are called “tried and true.” There’s also a reason to hold your breath, roll the dice and gamble it all on something new.

Honestly, either way is a risk. And that’s how it should be. But if you feel the need for change, go for it and don’t reverse course.

But what do I know? I’m just a theatre guy who’s produced hits and flops along the way and comfortable taking slings and arrows along with occasional accolades. I’m not sure what feels better, being admired for a courageous leap of faith, or feeling accomplished for sticking the landing. In the end, I’m not sure it matters.

Liquid Glass

A lot has already been said, good, bad, or indifferent about how Apple’s designers dreamed up its new Liquid Glass design approach. But that doesn’t answer the “why?” Was it a compulsion for something new? Time for a change? A diversion to distract? Or a romantic new vision spurred on by a heavy new headset?

App developer and designer Craig Hockenberry of the

, in an interesting post recently asked that question and provided what he thinks is a possible answer. It’s titled simply Liquid Glass. Why? I don’t want to spoil the post. You should go read it yourself. But his answer points to a possible future of devices “with screens that disappear seamlessly into the physical edge.”

A cautionary note here. For several years Apple trumpeted “edge-to-edge screens” that still had bezels. Marketing mavens often outrace product dreamers to the destination.

I joked with Craig on Mastodon that he should have subtitled the piece Liquid Glass is an Edge Case.

The joke may indeed prove to be true, but it’s a truth we’ll live with in some form or fashion for the next few years, edge case or not, regardless of the good, bad, or indifferent reactions.

Anyway, go read Craig’s piece. However Liquid Glass is received in a few weeks, I’m looking forward to discovering it myself.

I mean, why not?

You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.

Change Is Hard

Why hasn’t AI figured this out yet?

Change may be inevitable but change is hard. Change becomes harder when those making the change, for whatever reasons, don’t remember change is hard. The only thing that doesn’t change is how easily we forget that change is hard.

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OpenAI met with some real friction after announcing its big changes last week. Apple is going to meet some when it doles out its new operating systems with Liquid Glass next month. HBO changes its name so often it can’t even get it right in press releases. The list is as long as history. Every company faces this. Some do it well. Others not so.

As M.G. Siegler points out in this column if you’ve been around long enough you learn to recognize the patterns. You have to be willfully blind or consumed by ego not to. In fact, the problems with instituting change are so predictable it makes one wonder why these AI engines, endlessly regurgitating whatever human wisdom they can scrape and scrounge, don’t caution against it. I’m sure somewhere in all the words and wisdom created by humans “change is hard” has been said before.

If we’re marching towards an advanced AGI with PhD level knowledge that can reason better than humans, I think the masters of the AI universe need to solve that problem before anyone can make a claim that we might someday get there.

Call me when that happens.

It’s like watching a new edition to the Alien franchise hoping one actually turns out to be more than a repeat. Or watching an American football team with a bad offensive line try to run the ball up the middle over and over again. Or thinking that once inflation retreats that prices will come down. Or thinking humans will one day be smart enough not to fall for obvious con games.

The unsolvable riddle about change involves the variables and vagaries of human nature. That’s a constant that will never change.

You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.

(Image from Linus Nylund on Unsplash)

Bending Over Backwards To Bend The Knee

These suck-ups suck.

The idiomatic phrase, “bending the knee” is defined something like this:

“To swear fealty or allegiance to another person. To submit to or show reverence toward a divine power. To show undue deference, obedience, or support for someone or something.”

Focus for a moment on the word “undue” above. It’s the key.

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“Undue” is defined as not appropriate, warranted, or justified; excessive or overextended.

There’s no point really in being duly or unduly outraged any longer by cowardly corporate titans, academic institutions, legal firms, media mavens, and politicians bending the knee to the child rapist and convicted felon Donald Trump. Capitulation and public humiliation has become the name of the game for those who’ve lost any sense of honor and dignity. It appears now that the game has moved into a different quarter, to see who can be the most unduly outrageous in bootlicking and ass kissing.

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When CEOs like Apple’s Tim Cook start bearing ostentatious gifts featuring his company’s treasured and expensively protected branding on a glass plaque, mounted on gold, you have to wonder just how little self-respect these once corporate giants have for themselves, much less their companies.

Sure, they will say it is to protect the business, market share, and their stock holders. That’s largely true. When threatened with a corporate beheading, I’m sure most would prefer keeping their corporate head on their corporate shoulders, shrinking and cowering that they may be. I guess in the circles they travel in, it’s cooler to be a part of the cruel and vulgar crowd that’s grabbed them by the short hairs and made them squeal like so many pigs in a pen, than it is to stand for what’s right.

I’ve given up being shocked, disappointed, and pissed off when things like this happen. It’s become so routine. I look forward to the day when I may run into some of these cowards by chance and laughing in their face, after I spit in it. They may deserver their bonuses after keeping the profits rolling in, but they more than deserve public derision.

I’ve had to swallow some shit in my lifetime catering to donors in the not-for-profit arts game. I get the impulse, and I get the desperation. I’m proud to say I’ve turned away some donations. I’m also ashamed to say I had to accept a few with conditions I didn’t like. So, I get it. I will say that as personally demeaning as the latter instances were, they never jeopardized the image of the company I was working for. I’ll carry my indignity and the tasted of that shit from those instances to my grave.

If this chapter in the decline of humanity ever turns around the only thing certain is that the the shame these corporate, academic, legal, media, and political dwarves have earned will forever stain them and the brands they represent. They will be duly branded.

You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.

AI Customer Support Devalues Customers And The Company That Adopts It

AI customer support isn’t all that intelligent or supporting

I noticed an article on MacRumors that Apple is getting ready to roll out it’s “AI-powered Support Assistant.” Apparently Apple’s only willing to take the risk with tech support and not customer support. That’s where money might exchange bank accounts.

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This is the way the world is spinning at the moment. My prediction is that companies will ratchet back these cost saving moves but not until the realize what it costs in customer loyalty. We have to go through the suck, before we get to the less suck.

I base that prediciton on my experiences spending the better part of this Summer and past Spring helping clients and a few relatives, some elderly, work to cut back on expenses and take care of some warranty repairs for appliances. (Hint: Ditiching warranty services is one way to cut montly costs.)

Timing is everything. My efforts coincided with several of these companies caught in the process of switching to AI solutions for customer and tech support. To be direct, it was a mess. For me, the customer, and also for the employees left holding the bag on the other end of these crazy corporate strategies.

No one would argue that most customer and technical support systems were in good shape previous to these kind of moves. They were indeed ripe for re-inventing and they have always been easy marks for the bean counters to cut corners.

Chatbots had already begun to proliferate, descended from automated phone trees like some form of inverted evolution that only a sadist could love. No one would ever conclude that they had been intelligently designed. My previous experiences were always hit and miss, but at least I understood that if I followed the steps I could eventually reach someone on a phone or live chat. During these transitons that became nigh on near impossible.

Prior to one of the companies I worked making the switch, it had become obvious that they had abandoned call centers and let their agents work from home. I kid you not, I spent one phone call with a barking dog in the background of whatever small quarters this rep was in, and another with two small children fighting with each other in the background of another call.

Let me give you one example from my recent experience with one company undergoing a transiton to AI tech and customer support.

Sears Home Services

Sears Home Services has been a popular home warranty service for many throughout the years. It’s been apparent for a while that services like these have lost their luster and some have devolved into scams. But for folks of certain generations they were always in the monthly budget. In my experience with one of my clients, prior to their switchover, it worked about as well as it was advertised to work. You made a call, talked with an agent, set up an appointment, a technician arrived to check things out, ordered parts if necessary, rescheduled the appointment, and then came back to effect the repair or replacement.

The first repair I assisted with happened just like I described above. The entire process from first call to final signoff on the repair took 10 days.

The second call not so much.

I guessed things were in trouble when the phone number prominently displayed on the webpage would not yield a method of speaking with an agent, but kept pushing me to their chatbot. The chatbot had limited options that you could select. It did not have a way to enter any request beyond those options. My guess is the company didn’t want customers speaking to an agent.

Undaunted, I did the usual online searching for phone numbers and finally stumbled on to a Reddit thread where users experiencing the same problems were reporting phone numbers that worked. Until they didn’t. It was a cat and mouse game of dialing a phone number before it was changed or taken out of service. That lasted about a week.

Finally I succumbed and scheduled an appointment via the chatbot. That chatbot sure was happy. I was told the support technician would contact me the night before to schedule a more specific appointment window. Things were looking up. That call never came. The morning of the appointment I got a text telling me the appointment was scheduled between 8 and 5pm. In my previous experiences these appointments were scheduled in four hour windows.

On the afternoon of the repair, at 5:30pm I got a phone call from a support person saying he would be their in a half-hour. He showed up 45 minutes later. He diagnosed the issue, said he would order parts and they would be shipped directly to me. This was a change I’ll describe later. He then said he needed to go sit in his truck and work with the system to get the parts ordered and that would take a half-hour or so becuase the system was constantly kicking him out mid-order and he would have to start over.

When he came back to finalize everything for that appointment he reiterated that this new system was screwed up. I told him I wasn’t a fan either. We had a good conversation.

Previously, according to him, each night technicians like him would get a list of their appointments for the next day. They would go to a drop ship pickup location for any parts for that day’s appointments, head out and do the work. Now the system sent parts directly to the address of the repair and required the customer to reschedule the next appointment once the parts arrived. Because customers were not receiving notifications of these part shipments, the parts would just show up, often get returned, delaying the inevitable service.

Most striking in his telling was the fact that he no longer received the next day’s list of appointment the night before. Only the first one for the day. Once that was completed he would receive his next appointment. Again, according to him, the previous system in place for dispatching personnel was pretty good at scheduling the next day’s appointments with minimal travel time between appointments. Now with the new system, he would find himself traveling between appointments, often located far apart, more than he would working the repairs.

To begin to bring this ancedote about this repair to a close, suffice it to say that the entire episode from first call to eventual repair has not yet been completed. It begin on May 20. Once it was determined that the appliance needed to be replaced, not repaired (that took two appointments,) a new one was ordered. Then canceled by Sears Home Repair’s system. Then re-ordered.

On the night before the scheduled delivery I got a call that it would be delivered the next day. That morning I got a call saying the delivery would take place that morning. Ten minutes later I got a call saying that the appliance had not been delivered to the delivery driver. (It was too large for a home delivery.) This necessitated canceling the order, re-ordering and a repeat of the process.

Somewhere in the middle of the process phone calls with agents became possible again. Progress? Not quite.

After several discussions with several agents I discovered that they were as challenged as their customers were by the new system. I’m sure you’ve played the escalation game to get to a supervisor and I played that game here as well. At last count I’m waiting on approximately 7 phone calls from supervisors that never came in.

Eventually the appliance was delivered to the delivery person. But there was no record in the system of an appointment to install the new one and remove the old one as per the warranty.

It took a month and two more canceled appointments for installation before Sears finally gave up and said a check would be forthcoming to cover the installation costs. That check has yet to arrive. (That’s why I consider the transaction not completed.) We did get the appliance installed on our own.

But of course, we did receive the usual survey request asking us to rate how well Sears Home Repair Services performed. Once the check arrives and clears the bank, my client will be cancelling that warranty. That will be our response.

Xfinity

One bill I was working on reducing for another client was Xfinity. I probably don’t need to say more if you’ve ever dealt with that company. But I will. I simply wanted to call and discuss plan options for reducing the bill.

No where was I able to get through to a live person. I was sent links to chatbots that would promise a live person, if I followed along, but those calls never connected.

I eventually took a trip to an Xfinity store and got the info and made adjustments to my client’s bill in person. The staff member at that store told me that they were seeing more foot traffic because the online and phone systems were such a mess.

Back to Apple

Now, I began this post mentioning Apple’s move to a generative AI based technical support system. I find this greatly disappointing. In general, because I believe this type of cost cutting move represents a decline in how I value a company because it represents a decline in how these companies view their customers. And in Apple’s case, I have typically found Apple’s tech support to be better than most companies. Not perfect. Still flawed. But better than most.

I’ve had to work through some tricky issues over the years with Apple’s technical support. Some easily resolved. Some not so. One of those issues required several months worth of conversations, eventually reaching up the chain to Craig Federeghi, before getting the issue resovled. I can’t imagine any tech support system being able to measure up to what Apple has currently, even with flaws and failures that require steadfast persistence and often negotiation.

In my attempts to aid my clients I’ve tried some of the AI chatbots that aren’t part of the specific company I’m working with. Typically they spit out much of what I imagine is in the documentation most phone bank customer service reps use to begin a diagnostic process. (Yes, the device or appliance is plugged in.)

I imagine that Apple will use this new system to handle those rudimentary requests that come in that I’m sure fill up the tech support queues and can be resolved easily. I can only hope Apple then passes more difficult issues to an actual human being who can do the type of intervention necessary to reach a resolution. Heaven help us all, and Apple, if they ever automate the degree of support that requires screen sharing over to a robot.

I have yet to meet anyone in the real world that thinks AI on any level is going to fulfill anything close to the promises made by those pushing it. Folks have already seen and felt the results of these early efforts and have turned sour on the entire concept. I think of this like I imagine the last century’s transition to the automobile. Regardless of how some felt upon seeing the first automobiles on the same streets as pedestrian and horse traffic, everyone knew, for better or worse, it was a future they would have to adapt to.

I have encountered a few business owners who think AI will help them create efficiency and reduce costs, but their discussions about what is possible demonstrate a real hype-fed ignorance and hoped for way of cutting costs. I have one client who is smitten with the promise, but is constantly getting bitten by the results.

I’m betting Apple’s move will take a bite out of its customer satisfacton numbers as well.

(Image from Munthia on Shutterstock)

You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.

The Quest for the Unicorn AI Device

Hyping a tech war that won’t ever happen

Reporters love to declare war, crown winners and dismiss losers. Except of course when it comes to shooting wars and the rhetoric that often leads to them. But that’s not what this post is about. Tim Higgins of The Wall Street Journal, and his headline writers, are declaring that Mark Zuckerberg Just Declared War on the iPhone.

I usually expect this kind of nonsense from the half-a-gazillion blogs and social media accounts out there that like to ginny up controversy to generate clicks. With AI glasses will clicks become blinks?

Now that I think about it, I’m wrong in my expectations because the WSJ, like most of the mainstream media is trying hard (too hard) to follow that pattern these days. It’s an easy game to play in the short term, but then so is the game of companies and governments making big announcements about the future. Remember the “pivot to video?” Remember “virtual reality?” The faux legs went out from underneath that pretty quick.

Higgins does and mentions those failures to capture marketshare beyond the initial hype and funding fevers. Nevertheless, he forgets a few simple things during his embedded tour on this march to the promise of “Personal Super Intelligence.” (That’s this fiscal quarter’s new label.) Zuckerberg might indeed be banging the war drums by propagandizing AI glasses as the latest form factor of mass destruction, but it’s too much hype without enough rhythm to marshall the troops. And to be fair, most of Higgins’ column is just regurgitating old news (AI summary?) that has been bouncing around in what passes for new news these days, tacking Zuckerberg’s recent announcement on as the headline war cry.

Bottom line in my opinion, we’re not going to see any new form factor take down iPhones, smartphones as a category, or computers, as the way we live, work and play in any near future. Folks have been waiting for all kinds of second comings for quite awhile now. I love how even the coming of advanced AI is now referred to as “near emergence.”

One day perhaps. Long after most of us interested in what this technological moment might eventually yield will have forgotten what Medicare and Medicaid were actually about. If and when that day arrives, the real clicks (blinks?) will be in tutorials on how to turn off all of the notifications and other distractions and keep the tech from tracking you.

I’m old enough to remember when FourSquare came on the scene. The promise was you’d walk down the street and receive a notification from the coffee shop you just passed about the daily special. That never really materialized, but the tech was different then. Google and Waze later tried that and just annoyed any driver who stopped at stoplights looking for their next turn.

When the marketing survelllance mavens can figure out how not to send me ads for something I just bought I think there might actually be a chance for that kind of thing to work. A small chance, but a chance. But they’re not even close to that on the backend, let alone integrating them into some device that might pinch your nostrils after wearing them for too long.

Don’t get me wrong. I think it is indeed cool when companies create niche products that give some people joys and hobbies. Bits and pieces of that kind of innovation often creep into bigger things that do help our lives somewhere down the road. Even if they become creepy. Obviously I’d prefer they not become creepy, but that’s where the money is and the creeps always follow the money.

I’d much prefer to see the money and the hype meisters follow something like this that could probably actually help humanity. But even that kind of innovation can attract the creep factor.

Call me when a reporter can research, write, and submit for editing a column like this one I’m complaining about with a pair of AI glasses, an Alexa device, or a pendant, or any other smart device currently in the works.

Call me again, when the AI summary machines can actually deliver an accurate summarization of that article.

You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.