Monica

Pixel fail: followup

Sun, 26 Feb 2023 23:21:28 GMT

The replacement phone arrived Wednesday (faster than they said, good). I'd already done a manual backup on top of the automatic one, but migration from one phone to another of the exact same type and OS version is easier: connect them via a cable and wait. Basic data transfer happened within an hour, though it took a few hours for apps to get installed and Chrome was being especially finicky for some reason.

My settings were almost all there; I expected to have to do more manual configuration (including re-laying out the icons where I wanted them). Nope, that was all fine. I had to set up each individual app again, though; sometimes that was just a matter of logging in (for example, Tusky or Authy), but sometimes it required redoing everything (email client for my non-Gmail accounts). Chrome had a weird bug where tabs didn't work (!) but the update ("new version available", it kept saying) would hang; after a few reboots it sorted itself out.

There was a feeling of trepidation as I kept asking myself "are you sure you have everything you need?" before doing the factory reset on the old phone, but I finally did that today. It started doing the flashing-display thing during the reset, so I just left it for a while. The documentation says a factory reset can take an hour, so after a couple hours I power-cycled to see where it was.

I was greeted by the "new phone" setup screen, so that worked.

And then it started flashing again. Ha.

Yes, support person, I was right: that's a hardware problem. After another power-cycle (so I could see what I was doing) I shut it down and boxed it up, and tomorrow I will take it to FedEx.

The replacement they sent me was marked as "refurbished", but they are holding the price of a new phone against my credit card, which feels wrong. It's only a problem if the package doesn't arrive in time (which is why I will hand it to a human at FedEx and get a proper receipt), but it's still sleazy. And yes, if they were to charge the card they would add shipping charges, so it's not to offset that.

I've never had to make a warranty claim on a phone before, so I don't know how my experience with Google compares to what I would have had with other vendors. It's something I should try to find out before I buy my next phone, which I hope will be several years from now.

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Pixel fail

Mon, 20 Feb 2023 22:54:05 GMT

I got my Pixel 5A in March of last year. So, fortunately, it is still in its warranty period.

This is the weirdest failure I have heard of. Yesterday, I took my phone out of my pocket, woke it up, and was greeted by a flashing screen. What it was flashing was a screen full of "snow", like what you get on a TV that's tuned to a station that's not broadcasting, but static -- the whole screen was flashing but the snow wasn't moving around. Hmm, very odd. As I tried to shut it down gracefully I could see that the "underlying" image was responding to me -- there were the usual buttons for "restart", "shut down", and whatever else -- but so fleeting that I couldn't catch them with my finger or read them. On to the hard reboot via the power button.

I Googled this but did not find answers.

I hoped it was a one-time glitch, but I wouldn't be writing this post if it were. Almost every time, but not every single time, since then, recovering from "sleep" mode gets me not the usual desktop but this flashing thing from which I can only hard-reboot. Rebooted about 20 times yesterday.

After the first reboot I had a new notification of a pending OS update, so I applied that. No change. I uninstalled the app I most recently installed, which should have been safe but it's basic troubleshooting. No change. I had, I think on Friday, gotten a batch of miscellaneous app updates, but I don't see a way to review exactly what now. But also, it wasn't right before this behavior. None of that was; that app (from my bank) was sometime last week.

Off to chat support I went. The agent I spoke with told me both that it's a software problem and that I would need to take it to their designated repair place for a hardware repair (for which you must first do a system reset); I asked her to reconcile those two things but she didn't. I pushed back on the repair place, noting that earlier in the warranty period I'd had a problem for which they said that was the solution, but the place couldn't help me and was kind of rude about it and it never got fixed. I asked if the software problem was something I could fix but her script didn't have any info about that. I said in that case, since it's under warranty, I want to exchange it, and I know they have a scheme where they send you the new phone (with a hold on your credit card), you migrate to it and send back the old one, and they release the hold. After I sent her a video of the behavior (an adventure of its own, as she was assuming I could do that from my phone and share it and I was like "uh, this is a video taken with my partner's iPhone and no it's not in my photo gallery and I need to upload or email it to you"), she collected some information from me and came back a few minutes later to say something like "good news, it's under warranty" (I knew that), and then gave me instructions for mailing back the phone and then they'd send me a new one, "or if you like, we could do" (exactly what I'd just asked for). Yeah that, I said.

Meanwhile, I installed Authy on my tablet lest the phone become completely unusable, because I wouldn't want to be locked out of anything that requires two-factor authentication. Today I noticed a seeming pattern where the phone would be fine so long as it was active, and if I set it on the desk next to me I could then wake it up but if I put it in my pocket we'd be back to the snow. This is, uh, the same pocket position I always use. But then the snow thing happened while I was using the phone, so apparently it's not that either. I am mystified.

It's going to be an aggravating several days, methinks.

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fluff break

Thu, 14 Jan 2021 17:35:33 GMT

In the midst of all the stuff in the world, I hope that some customer-support person's day was a little brighter for a moment or two:

Hi Chewy! This is Monica's cat, Orlando.

I'm delighted by all the goodies I got today -- I'm so glad I finally got her to do autoship so poor pitiful me never starves! I mean, there was that time that she made me wait hours because she had to go to the store. Humans -- what can you do?

I noticed something with today's boxes, and I wanted to ask if you can do anything to help. She'll never admit it, but my person isn't as young and strong as she used to be, plus she's short, and that humongous 40-pound box was a struggle for her to get in the house. And that delayed me getting snuggles and treats! I'm sure you can understand the dire circumstances here. She didn't have any trouble with the largish box that had two 15-pound jugs of litter in it, so I don't think it was the weight. I think it was that the other (bigger) box was so wide that she couldn't get a good grip on it to carry it up the steps, and she doesn't have powerful claws to help hold things like I do.

Is there any chance that, next time, you could use another box instead of packing so much into one giant one? Or should I sneak in one night when she's sleeping and change her autoship to be a smaller order sent more frequently? I worry a little that she's going to sprain something and that might affect her can-opening ability, which would be terrible. Ok, it also wouldn't be great if she got hurt, but -- priorities! My dining depends on her being fully operational!

As a token of my thanks, I would happily share the next mouse I catch with you -- just let me know where to send it.

Orlando

(I hope the human doesn't find out I cracked her email password.)

(14 minutes later:)

Hi there Orlando,

Thank you so much for meowing in! At this time, our warehouse has an automatic system which chooses which box your items are placed in. The only way we can 100% guarantee a certain item will be packed alone or with other certain items would be to place a separate order containing only those items. As long as every order reaches the $49 your human will still receive free shipping.

In the meantime, we wish you and your human family to stay happy and healthy. If you have any further questions, please let us know and we'd be happy to lend a paw. (And don't worry, we'll keep your email cracking skills quiet)

Best Whiskers,

(name)
Customer Service
Chewy

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followup: Stack Exchange user-interface changes

Sun, 15 Oct 2017 18:05:33 GMT

A few weeks ago I wrote about a Stack Exchange design change that made the site much harder for me to use. I wrote a post about it that got a lot of attention -- which led to a meeting invitation from the relevant product manager. We had a very productive conversation, after which they fixed the main problems I reported (and one that came up during our meeting). Woot! Calm-but-firm user feedback works sometimes.

The meeting was supposed to include one of the designers, but time zones are hard. The product manager and I spent the better part of an hour talking about the design, use cases, the need for responsive design, vision problems, and so on. Through screen-sharing, I showed him what things were problems for me, what I was using user scripts or CSS overrides to get around (but I can't do that on my tablet), what I was just having to put up with, and what site functions I was just ignoring because they're too hard now. While it's not about the top bar (the specific UI change that led to this meeting), I pointed out a problem that basically means I can't do some key moderation tasks on any mobile device. (No word yet on whether they're going to fix that.) Along the way we bumped into a couple things where, apparently, normal people see some color differentiation that I couldn't see, and he said they'd work on that. He shared some of their then-future plans for the top bar and asked for feedback. He said they are trying to move to responsive design, which will make a lot of things better, but we both know that's a big change for a site that wasn't designed that way from the start.

This UI change has been quite contentious among the larger user community. Some users are, sadly, being quite rude about it. I'm glad that, against that backdrop, someone was willing to take the time to try to understand and address the problems I was facing with the new design. I'm one of about 15 million users and about 500 moderators, and nonetheless I was worth a few hours of somebody's time. Courtesy of course matters, but even with courtesy I'm usually brushed off, not engaged, when part of a large user base somewhere.

This is actually my fourth^* significant meeting (not email, not site chat, but synchronous meeting) with SE employees -- two community managers, one VP (escalating a problem), and now this product manager. All have left me feeling that the employees in question really cared about me as a user and moderator, and most of them resulted in my problems being fixed. I'm pretty impressed.

^* I was also interviewed by a member of the design team for the now-ended Documentation product, I think because of this post I wrote about some planned changes there. That was them doing user research (for which they paid me), not me bringing something to them. And I once interviewed for a job there, but that's different.

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