More than a pretty face

The other week, Michael Jackson’s “This Is It” was on one of the free movie channels. We decided to watch it and see what the big deal was about.

I have to admit, it was a pretty decent show. But that’s not what I’m writing about.

The guitarist was really good; her name was Orianthi Panagaris. She really kicked ass. My wife questioned whether it was the same “Orianthi” that sings a pop song that she happens to like.

Out came he laptop and my daughter did a search.

Sure enough, they were one and the same.

I’m more of a “rock’n’roll” kinda guy, but I don’t mind most pop songs. I had to find out what else she sings and/or plays.

I found out some really cool facts about her as well as some videos of her playing less pop-like material. To quote Santana from that linked web site:

"It's not cute any more. It's seriously ass-whupping. If I was going to pass the baton to somebody, she would be my first choice."

I had to add her album to my collection. Having recently acquired an iPod Nano, I picked up “Believe (II)” from iTunes. On it, she also does a instrumental guitar duel with Steve Vai.

I love this one listener review from iTunes:

As a fan of heavier music (generally screamo and metal), I was impressed by the skills of Ori, from the first album “Violet Journey”, up until Believe (II), her music is continuously high on my playlist.

She’s like a bridge between the pop and rock gap.

Look ‘er up and give ‘er a listen.

Week 47 - Wax Monkey Frog

Wax Monkey Frog (47/52), originally uploaded by Twister65.

We visited the Canadian Museum of Nature on Monday, along with my sister and her family. It was the first time I've been to see the exhibits. I did go once for a wedding a long time ago. It was the first time for all of us since they renovated the museum and built the large glass structure – now named the "Queen's Lantern" – to replace the stone tower that was sinking.

One of the exhibits was frogs. These little guys are Wax Monkey Frogs and look so laid back. The second coolest frogs were the Poison Dart Frogs, but I messed up the exposure settings on my camera so the photos didn't turn out very well. :(

Week 46 - Beach at Voyageur

Beach at Voyageur, originally uploaded by Twister65.

An ending to a great week of camping with my family and friends.

Week 45 - Colour Depth

Colour Depth, originally uploaded by Twister65.

Although my choices for this week are very few, this was an easy one. Again, I chose from one of my DailyShoot.com shots.

It's is a colour cube that sits on my cabinet at work, mostly collecting dust. After blowing the dust off it, I sat it on my desk and placed a white sheet of paper behind it. I tried a couple of shots with my 100mm lens before switching to my 18-200mm which is ultimately what gave me the best shots. Before uploading it, I gave a nudge to the saturation to brighten the colours a little.

If I could convince my wife to let me hang it on one of our walls, I'd get it printed on canvas like the flower in last week's photo. However, I don't think it's going to happen because she doesn't see it the same way that I do. Maybe I'll find a spot on my den wall...

Relay for Life – The Good, The Bad, and the Ugly

After sleeping away most of Saturday, catching up on a sleep and fighting off whatever cold bug I caught between Friday night and Saturday morning, and now feel rested and pretty good.

The good

Our team goal was blown away this year!  “Lassiter Walks to Fight – Team WTF” raised $6,660, achieving the “Bronze” level status. That is incredible!

Great job team!

The experience, once again, was amazing. There seemed to be a lot more people on the track in the wee hours of the morning than I recall in previous years.

The bad

I didn’t reach the goal of $1,500 that I set this year. In fact, I didn’t even make it half way, leaving me below last year’s total. I raised $730; nothing to be ashamed of, just not what I would have liked. It happens, I guess.

Once again, a HUGE thanks to everyone who did donate toward my participation! I got to see some of the people that your donations help and they are indeed grateful.

The ugly

It was disappointing to hear that due to complaints in previous years from some residents in Orleans, they were going to shut down or turn down the DJ music at 11:00pm. The music plays throughout the night to help give people energy to keep walking.

This is a once-a-year charitable event for a good cause. A cause that will likely help you or a member of your family at some point in the future. It’s not some kind of profit-making carnival or concert. What’s wrong with some people?

Thankfully, the music did NOT turn off. I think they did turn it down a few notches though. Or perhaps they decided to continue until someone complained? I don’t know, but I’m glad it kept going.

Sure, it’s easy for me to say because I don’t live out there, but if I did live out there I still wouldn’t complain because I’d be participating.

If you’re one of those people who complain about it, why don’t you drop by next year at around 10:00pm for the Luminary ceremony and see if it changes your view. I think everyone should experience that at least once in their lives.

Big corporations DO care – go figure

I arrived home from work today to a surprise: a plastic-wrapped package sitting on my dining room table, from UPS.

It was my Xbox power supply.

So, it would appear that the manager I spoke with was right, it could arrive today – and it did.

So, yes, I did get all worked up over nothing. However… had a few things been done differently by Xbox support and the repair process, this blog post and the other two wouldn’t exist.

This is where things make a  change for the better.

Just over an hour ago, as I was typing an update saying that I got my power supply, the phone rang. My wife answered it and handed me the phone.

It was another surprise. A surprise that restores my faith in big corporations, like Microsoft and reassures me that there are indeed people out there fixing the wrongs rather than simply ignoring them.

The surprise was a man by the name of Anthony, who was calling from Microsoft. He had received a “heads up” about my problems, and my earlier blog post. I honestly don’t know how he was made aware of it, nor does it really matter. What matters is that he called to make an effort to fix my problem and make me a happy customer. If someone out there took it upon themselves to escalate the issue up the corporate ladder at Microsoft, thank you very much.

I won’t go into the small details of the call, but I will say that we had a great conversation. He apologized for the experience. He explained the hows and whys that lead to the problem.  He didn’t try to deny that there were areas that needed improvement. He didn’t make any excuses. He was well aware of XboxSupport on Twitter. :) He listened to my suggestions on how to improve the service.

He also told me that he was sending me a new power supply for my Xbox, to arrive tomorrow. That was before I had a chance to explain that I did in fact receive the original one today. They actually thought that it got lost in transit, so he took it upon himself to send me a new one. Now I will have a spare.

He also asked me if I had any trouble setting up the replacement Xbox. We talked a little about that, and he asked me for my email address so he could send me his personal contact info so I can let him know how it goes and if I have any problems.

There’s not much else to say, except that I am still somewhat shocked that I received a call, and so quickly. A lot of people, including myself, often bash Microsoft. My earlier blog posts are proof of that. All it took was one call to change my view of the company.  They are listening and doing something.

Kudos to Microsoft and kudos to Anthony.

Related articles by Zemanta

• It must really suck to work for Xbox support (scottpaterson.org)
• Canned responses (scottpaterson.org)

Canned responses

I sent the Xbox email support a message last night using their support submission form. I chose the “Other” option from the drop down list, thereby eliminating all of the more common issues they help with the hope that I’d get a human to read my message.

Because the form is limited to 1000 character, I suggested that they visit my blog where all of the details are posted, or forward my message to a manager or someone higher up as I had already dealt with support.

Seemed simple enough. Or so I thought.

This was in my email this morning:

Hello Scott,

Thank you for contacting Microsoft online support for XBOX. I am Kody and I will be assisting you today with this issue.

I understand that you are encountering problems with your Xbox 360 console.

As our dear customer we are committed on giving the best possible service. We know how unsatisfactory your situation is when your console is not performing correctly.

In order to check what is causing the problem and give you the correct steps to resolve the issue, please provide us further with more specific details such as:

• Exact error message or error code as seen on the screen (if there are any).
• Games (Original Xbox games or Xbox 360 games) that are affected.
• The number of red lights flashing on the Ring of Light (surrounds the power button light), if any.
• The color of the indicator light on the power supply unit while the console is turned on.
• Please include other details that can help identify the issue.

You may also include other details that can help identify the issue.  I look forward to hearing from you again and helping you resolve your problem.

If you need to reply to this e-mail, please reply 'with history' (include any previous e-mail) or reference to Service Request Number 1133432296 so we can expedite our service to you.

Thank you for visiting Xbox.com. We hope that we were able to assist you, and that your experience with our customer service was positive - something we constantly strive to improve. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Best Regards, 

Kody
Microsoft XBOX Support Services
http://support.microsoft.com

That’s a canned response if I ever saw one. And based on the time I received it (6:19am) in comparison to when I sent it late last night, it’s not an automated canned message. A human, whether it really was a “Kody” or someone else, had to click a button to send it to me. Do I assume they simply didn’t read my message and just blasted through a bunch of “Other” flagged messages with the same canned response, or did someone actually read it, not give a damn, and then send the canned message in hopes that I’ll go away?

Is it any wonder why Tech Support gets a bad rap, often being compare to monkeys, when all they’re told to do is act like monkeys?

I was originally going to reply with a simple one-liner pointing to my original request, but the more I read this canned response, the more it bothered me. The temptation was too great, so this is what I sent:

Hello Kody,

Thank you for replying to my online support request for XBOX. I am Scott and I will be replying to you today with more details on this issue.

I understand that you are encountering problems with reading my original support request pertaining to my Xbox 360 console.

As the the dear customer you say I am, I am committed to giving you the best possible reply. I know how unsatisfying your job must be when upset customers, like myself, send long-winded support requests with very little detail.

In order be as clear as possible about what my problem is, I will again provide you with a link containing all of the information necessary so that you can provide me with the best possible service. I know, that you know, how unsatisfactory my situatuon is when my console is not functional.

Here, once again, is the link containing the information about my issue:

http://blog.scottpaterson.org/2010/06/it-must-really-suck-to-work-for-xbox.html

Thank you for visiting my blog containing all of the details you need. I hope that you are able to assist me, and that my experience with your customer service will be positive - something I'm sure you constantly strive to improve. If you should have future questions on my problem, please don't hesitate to contact me.

Best Regards, 

Scott
Microsoft XBOX Customer
http://blog.scottpaterson.org

Hey, if they can do it, so can I. :)

I’m still chuckling.