Dell hell, continued: Self-service
: So Dell knows that my hard drive is broken but after two days, I still haven't received a reply to the latest email, in which they said they'd set up a service call to get it replaced, whatever that means. [pP]>steam scream
I was thinking about this service process, in which Dell and other computer makers make us suffer through service with them. They take some S&M glee in making us wait on hold and talk to their people for hours (costing them money, by the way). [pP]>steam scream
In what other consumer product or service do we have to have such a role in service?[pP]>steam scream
When my car breaks, I drop it off and tell them what's wrong and leave. They fix it. They verify it's fixed. They don't make me get into the greasepit with them. [pP]>steam scream
When my electricity goes fritz at home, I call in the electrician and tell him what's wrong and he fixes it and tests it and I pay him and thank him. I don't have to hang out with him and hand him wirestrippers. [pP]>steam scream
But with computers, we are expected to suffer through the process; we aren't allowed to say, "Just fix it: The machine you made is broken so fix it and make sure it's fixed."[pP]>steam scream
Why the hell do we tolerate this?[pP]>steam scream
Film at 11... and 12... and 1... and 2...
: Every TV news outlets played and replayed the tapes of the BTK killer coldly recounting his crimes yesterday. I watched it on MSNBC. After I left there last night, I listened to it in my car (via Sirius) on Fox and CNN, where Anderson Cooper devoted his entire show to the confession, saying that we would learn something. [pP]>steam scream
But would we? What do we learn from the sick and evil? [pP]>steam scream
I had the same reaction when I first watched Oz and as a result gave it a bad review in TV Guide... though I confess that I did end up watching the series, became riveted by it, couldn't stay away. [pP]>steam scream
Not to trivialize them by comparison, but we do the same with the perpetrators of massive crimes. [pP]>steam scream
What is it about watching the worst in us? Is it merely sensationalistic voyeurism? Is is relief that we're sane? Is it bad taste?[pP]>steam scream
So I'm not sure what I think of last night's instant obsession with the BTK video. I certainly don't think it was educational. I did think there was something wrong about intruding on this last moment of truth for the victims and their families. I was a little bit ashamed of us all for showing and watching the tapes. But I can't help but be chilled by the dead-cold soul of this man.[pP]>steam scream
Did I listen to his words passively as producers packed them into the shows I tuned into? Yes.[pP]>steam scream
Did I understand the judgment that went into playing these sickly compelling scenes? Of course. I'm a tab editor myself. I preach "impact."[pP]>steam scream
But here's the new question: In a new world of get-the-news-I-want-when-I-want-it, would I have clicked on a link to watch the confession if I knew what I would hear? No, I don't know why I would have. [pP]>steam scream
So when we become our own editors and producers and pick the news we really want instead of the news others think we want, will we still be voyeurs? Or will we reveal the tabloid editors and producers to have been right about us all along? Who will end up having better or more sensational news judgment: the people or the press? [pP]>steam scream
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