From the Archives - Typing Tutor Corporate Intrigue!

Introduction

Sometimes technical support really lets me down. And then, when I want to gripe about it, who wants to listen? This post, from my archives, recalls an email exchange with tech support that bled over into my personal life, when I forwarded the thread, with my commentary, to my brothers and my dad. I somehow really ruffled my dad’s feathers, and his peeved response to my email provoked a whole new level of my scorn.

(The original version of this post didn’t disclose that it was my dad I was responding to. I called him “P—” because he probably wouldn’t like being quoted here, and I couldn’t just get his permission because he was dead. I took some solace in knowing that his being dead would somewhat mitigate the consequences of anybody figuring out who he is. Er, was. But it’s been a few years now, and honestly I think my original discretion was perhaps unnecessary. Don’t worry, he won’t be rolling in his grave because he was cremated.)

Typing Tutor Corporate Intrigue – April, 2002

From: Albert, Dana P.
Sent: Monday, April 22, 2002 4:28 PM
To: support@ssi.com
Subject: Question about Typing Tutor

Hi,

I just bought Typing Tutor 9. I see from your website that version 12 is available, but I can’t find it for sale anywhere. I’m hoping v9 is good enough.

My question concerns your Conceptual Effects Typing Method (CETM) training scheme and the Dvorak keyboard layout. I bought your product, over competing ones, because I wanted to try the CETM method, and I’m learning the Dvorak layout, and your software purports to support both. The problem is, the Dvorak layout seems only to be supported by your standard tutorial mode, not the CETM mode. In other words, your software introduces the keys sequentially according to the QWERTY home row, even when I’m using the Dvorak configuration. Is there a way around this, perhaps a patch I could apply to the program? Do more recent versions of the software support this?

Thanks,
Dana

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From: support@ssi.com

Sent: Wednesday, April 24, 2002 2:46 PM
To: ‘Albert, Dana P.’
Subject: RE: Question about Typing Tutor

Actually, the latest edition does not support the Dvorak keyboard at all. Support for it has declined with the rise in carpel tunnel injuries from over use of the keyboard.

M— B—
S.S. Interactive

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From: Albert, Dana P.

Sent: Wednesday, April 24, 2002 5:16 PM
To: ‘support@ssi.—.com’
Subject: RE: Question about Typing Tutor

M—,

Are you saying that use of the Dvorak keyboard has been associated with carpal tunnel injuries? This seems counter-intuitive based on the purpose of the Dvorak layout. Is there any documentation to this effect? If there are risks associated with this layout I want to know about them!

Thanks,
Dana

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From: support@ssi.com
Sent: Monday, April 29, 2002 3:19 PM
To: ‘Albert, Dana P.’
Subject: RE: Question about Typing Tutor

No formal scientific studies have been done. Some say that it relieves symptoms but on the other hand, if the speed increases dramatically, you are back in the repetative [sic] motion issue.

M— B—
S.S. Interactive

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From: Albert, Dana P.

Sent: Monday, April 29, 2002 4:34 PM

To: Geoff Albert; Bryan Albert; Dad

Subject: FW: Question about Typing Tutor

Dudez,

Remember that Typing Tutor problem I was talking about, where the lessons weren’t tailored to the Dvorak keyboard as promised? I emailed tech support, and they basically blew me off. I’m not going to pursue the matter with the hapless support rep, M— B—, because to challenge her out-of-thin-air BS explanations, employing my relentless rhetorical style, would be cruel. But check out her emails (attached). Unbelievable. Just to blow off a little steam I’ll share my objections with you.

If no study has been done, on what basis did they drop Dvorak support? And I have to take issue with the idea that increased comfort doesn’t relieve repetitive stress disorder because the increased speed results in more typing. This is only true if there is an infinite amount of typing to do. But if I’m faster, isn’t it the case that I finish earlier and can spend more time at the water cooler resting my hands? (Never mind that my employer took away our water coolers, in addition to our coffeemakers, and are putting in a vending machine. Those are mere technicalities.)

The more I think about it, the more M—’s logic befuddles me. If speed is bad, because it increases the likelihood of repetitive stress disorder, why is SS Interactive producing software that helps you increase typing speed? If they really care about repetitive stress disorder, why not either get out of the business entirely, or teach a more ergonomic typing technique (e.g., Dvorak)? And while I’m at it, wouldn’t “repetitive stress disorder” be a great name for a rock band? (“Coming to the Palladium: Repetitive Stress Disorder, with special guest Hard Floor Tool!”)

Dana

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From: Dad

Sent: Monday, April 29, 2002 9:56 PM

To: Albert, Dana P.

Cc: Geoff; Bryan

Subject: fellows: Re: FW: Question about Typing Tutor

Dana,

The lady you are dealing with is merely covering for her managers. They have almost certainly decided, as one learns to do in management school, to eliminate any products whose monetary return is not dramatic. Ms B— might quickly lose her job if she backed down on the validity of the things she has said. Surely her email transactions are monitored sometimes or all the time. It is not worth costing her her livelihood to prove that you are right. It’s the managers who should be punished, but you have no safe means to do that, and it would not get you the desired software. Why continue?

Dad

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From: Albert, Dana P.

Sent: Tuesday, April 30, 2002 5:03 PM

To: Bryan; Geoff

Subject: FW: fellows: Re: FW: Question about Typing Tutor

[Dad omitted from this response]

Dudez,

“Why continue?” Why indeed! Naturally I will not rest until I have entrapped Ms B—, pawn that she is, in my remorseless game of corporate intrigue. Yes, I have set a trap—my e-mail messages are the bait, and she is my prey. I’m sure her evil employers have a zero-tolerance policy concerning failure to further the corporation’s diabolical deceptions. It is intuitively obvious that entire rooms full of lowly auditors pore over e-mail after e-mail looking for signs of dissent. Sure, I’d like to punish those managers, ensconced in their comfortable boardrooms, plotting their schemes to catch disloyal tech support people in the act of being bullied, by the likes of me, into betraying the evil business school secrets. But if I can’t catch the big fish, I’ll settle for ending the humble career of a mere clerk. Such is my insatiable lust for winning arguments, even if I’m arguing with unlearned, weary cogs of corporate America. If I can have the satisfaction of taking food right out of the mouths of Ms B—’s children, that’s enough for me. Here is my fantasy, which I run through in my head, night after night, in salacious detail: 

         Ms B— reads my retort, which lays bare the flaws in her statements about Dvorak and Typing Tutor 9. Realizing she is outsmarted, and can no longer continue her deception, she replies, “You’re right! I can’t deny it! It has nothing to do with carpal tunnel! It’s you—you’re not a preferred customer! You had it right all along! Please, please forget about Typing Tutor, forget this whole correspondence!” She clicks “Send” and then madly begins deleting the e-mail chain, message by message, from her PC, her face bright red. A colleague, a mere two feet away in a three-foot-wide cubicle identical to hers, sees her distress, guesses it’s corporate sabotage, and sends a quick message to her manager. In less than an hour the auditors have put together the incriminating trail of digital evidence, and Ms B— has been summoned and is standing in front of her boss, knees shaking.
         “Ms B—, was I not perfectly clear, in our staff meeting last October, what tech support personnel were to tell customers about our stance on Dvorak?”
         “You were,” she sobs.
         “This company cannot afford to support Dvorak users, and yet we cannot risk being sued for choosing not to support them. That is why you were to use carpal tunnel syndrome as an excuse for our product direction. Why have you betrayed our secret to a customer? Don’t try to deny doing it, I have the e-mail right here.”
         “I don’t know . . . I guess he bullied me into admitting it!”
         “Yes, it seems a very clever troublemaker with a big chip on his shoulder has it in for you. But damn it, you didn’t need to cave. I have your employment agreement right here. You have acknowledged, by your signature, that failure to align all of your customer-facing statements with our official corporate positions is grounds for immediate termination. Give me one good reason not to fire you.”
         “I’m the sole breadwinner for my family! My husband was arrested by the FBI for forwarding an article about PGP to a friend, so I’m raising the children all by myself!”
         “I’m afraid that’s not SSI’s problem. You have five minutes to clear out your desk. A security guard will escort you from the building. You’ll never work tech support again in this state, I can guarantee you that.” As the door closes behind her, she hears the beginning of a long peal of evil laughter.

Since when is Dad an expert on what “they” teach in “management school”? And where did he get his information about how closely companies monitor e-mail? Did this guy grow up in the Soviet Union or something?

And what’s this about “It’s the managers who should be punished, but you have no safe means to do that.” What does that even mean? Since when do managers get punished? And how would one do that safely?

Above all, how did Dad not grasp that my retort was hypothetical, and that I never intended to “continue”?

Sheesh,
Dana

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Tax Day

Every year at tax time, and of course at other times as well, we hear about simplifications to the tax code. I’ve generally assumed these were a ruse for the rich (damn them) to pass more of the tax burden on to the likes of me, and I’m all for adding a few new line items if I can save a bit of money. But this year I finally came around and have thought of several improvements to the code.

Software

The software should be free, and it should be made by the WordPerfect folks in Orem, Utah, who wrote the last software of any kind that actually worked. Tech support should be live, and free. I had a problem with my Intuit product this year, and was astonished, and then immediately thereafter totally resigned, to learn that their tech support is e-mail only and has a 48-hour turnaround, which is absurd for a) any Californian (state motto: “we don’t have time for this crap”), and b) anybody waiting until the last minute to do his taxes (i.e., everybody). My e-mail to Intuit included the sentence “I am livid,” which is usually a sign that a company has earned a lifetime boycott by me.

To describe how the IRS software free tech support should work, I’ll cite a real-life example: my own phone call the other day to Electrodyne, makers of a modem line tap I occasionally use at work. To give you an idea how outdated this instrument is, the “high speed” version goes all the way up to 2400 baud. (Note to Homeland Security blog eavesdroppers: a modem line tap isn’t as sinister as it sounds. It’s no more dangerous than a TCP/IP sniffer. Now go look up “sniffer” on Wikipedia and stop bothering me.) I went to the manufacturer’s website because I feared I had the wrong power supply for my instrument, and within moments found a toll-free number listed. A guy picked up on the first ring, and he sounded like just the kind of crusty old veteran who could be of great help, which he was. “I’ve got a 2400A modem line tap and I need to know the current for its power supply,” I said. He didn’t even take time to scratch his head. “That will run about 800, 900 milliamperes,” he said. (You think Microsoft is that savvy? Huh. Their spell-check dictionary doesn’t even have “milliamperes.”) I told him what I had (700 milliamps), and he asked the voltage. He said I’d be fine. Done. IRS: take note. This is called customer service.

SASE

Unfortunately, on the day I finished my taxes, which was not coincidentally April 15, I’d had a hard workday, squinting at my modem line tap output on another venerable device, the Navtel datascope. The Navtel is more reliable than, say, a modern Blackberry, which due to an inscrutable user interface did a unilateral spell-check substitution recently such that I accidentally e-mailed a colleague to ask, “Do you still have a navel?” Fortunately, she was cool about it.

The Navtel’s screen is small and blurry to begin with, and the data on it very hard to decipher. I’ve added some extra blur to this picture to show you how it looked to me by 4:30 p.m., and because there could be sensitive data on there. (Note to Homeland Security blog auditors: see? Totally illegible. Now go bother somebody else.)

So anyway, I was already mentally fried when I went to finish of my last-minute tax effort. I managed to pull everything together, only to not have any luck finding an envelope. I looked everywhere, becoming increasingly annoyed. I finally decided to stop at Safeway on the way to the copy shop and get some COM10s there. Why was I even having to do this? The IRS should send us self-addressed stamped envelopes, and serve refreshments. My sense that this should be so only increased when I got to Safeway and discovered they don’t even sell envelopes. You can buy a three-hole punch there, and thirty different kinds of toothbrush, and chemical products for the home that probably shouldn’t be allowed to exist, but no envelopes. I’m this close to boycotting them for life.

Copy Shop Fee Holiday

On April 15, the government should subsidize tax return photocopying at copy shops nationwide. This would reward good corporate citizens like me who don’t do their personal photocopying at work. Now, I know it seems petty, me complaining about the $1.96 I spent on two envelopes and fifteen photocopies, but it’s not about the money. It’s about the time. I went to a small family-run copy shop, and they couldn’t make change from my twenty. (I’m not quite shameless enough to put $1.96 on my Visa card.) The register drawer didn’t have any fives or tens, and neither did the cashier. The owner, or maybe it was her dad, didn’t either. The manager, or maybe her uncle, finally dug out his wallet and produced the missing bills, and I was out of there in under ten minutes. But just under.

Coordinated Government Websites

Okay, the IRS is a government entity, as is the US Postal Service, and they work hand-in-hand to supply tax forms and accept completed returns. Why don’t their websites support each other? The first thing you see on either website around tax time should be a field where you type in your zip code (which surely usps.gov knows all about), so the website can tell you the hours, on April 15, of your local post office, and the location of the nearest post office that’s open late. I thought about rewriting the tax code such that every post office in America is open late, but that might bankrupt this country since every town in America, including Oscuro, Colorado (population zero), has a post office. Anyway, I wasn't exactly in a rush to get to the post office, figuring it would be open late, this being Tax Day and all.

I showed up at my local post office branch at exactly 5:01 p.m. Imagine my delight when I was greeting by a uniformed postal employee at the door. Coffee, sir? Doughnut? Now imagine my crushing disappointment when I learned that he was standing there simply to bar me from entering. He told me they were closed. I said I just had two envelopes to drop off and could he please, please take me in? His reply? “Sorry, we can’t. There’s only one guy working back there.” I almost pointed out that there would actually be two guys working back there, if he’d simply lock the door behind me and report to his post, but I’ve learned never to try to reason with government employees, at least the kind who interface with the unwashed masses like me. At least I got him to tell me where the closest post office was that would still be open.

Dammit to Hell

So that is how I spent an hour and a half driving around the tangled headphone cord of highways that tie Albany and Berkeley to Oakland, and within the screwy yarn-ball of Oakland itself. Of course I got lost, totally lost. I’m hopeless to begin with, even when I haven’t spent a day staring at network protocol violations and have had my anger turned up to 11 by a postal employee. While I drove I had to listen to a radio report about how Obama has vowed to simplify our tax code. I hope he reads this blog.

When I finally reached the post office I didn’t even see it, because it was just too huge for me to make out, like an ant trying to identify an elephant from an inch away. I blew right by, as I only eventually discovered. When I got to the port of Oakland and the giant cranes that inspired the Imperial Walkers in “The Empire Strikes Back,” I turn around and headed back. (Otherwise I’d have ended up in the Pacific Ocean.) On the return trip I spotted the post office by the protesters out front, whom I considered running over with my car. How idiotic is it to protest taxation, when your audience is here to get tax dollars back?

I suppose if I were really clever I’d recommend a tax code enhancement that would keep me from getting lost, but I’m not that clever, and it’s been a long day.

Refreshments and Entertainment

Tax Day could be a really fun experience for Americans, almost like Cinco de Mayo or Carnaval, if the government made a little extra effort to liven up the post offices where so many Americans drop off their tax returns. At first I thought this was what they’d done, as a nice spread of coffee and pastries was set out on card tables, but this was only for the extra employees they’d hired to stand alongside the road and accept envelopes from passing motorists. (Yes, California is the king of the drive-thru.) Standing in the long line, I wished for something to break the ice among all the taxpayers. Music? A live band? The Las Vegas airport has a nice take on the boring security checkpoint video: they made their own, with real, famous actors and Vegas performers, some in silly costumes. The IRS and the Post Office could team up and make this American Tax Day institution more like a happy hour.

The highlight of my wait was when a woman came and asked if this was the line for dropping off tax returns. During my snottier teen and college years, I’d have been tempted to deliver some witty and rude comeback designed to convey what I’d have felt was the stupidity of her question. Instead, I basked in the realization that I’m not actually the most hapless person on the planet. This more modern reaction is called wisdom.

There was actually one other guy there who was less savvy than I. He was wandering around asking people in line for the address to mail his tax return to. (See “SASE” above.)