True Confessions

The Disservice Experience

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My customer service saga with my new (refurbished) Pixel replacement is finally over. I blogged about this some weeks ago in “Customer Service Woes.” At the time of this last post, I had finally received the replacement for the defective device. This was after 6-7 weeks of repeated follow ups with customer service.

I transferred the data from one device to another without incident. From there, the story takes yet another twist with lots of drawn out customer (dis)service engagement. In order to receive the replacement, I had to provide my credit card to place a hold of around ~$1600. If Google didn’t receive my old phone within 21 days, the charge would go through. Much to my surprise, after sending the phone back before the deadline, I received an email informing me the phone wasn’t received. Consequently, I was being charged the full amount for my refurbished replacement.

Here’s a brief summary of what happened. The box I received the replacement in contained instructions. The instructions were to reuse the box to ship back my phone. A url was provided to print out a return label. I printed the label, attached it to the box, packed my phone, and dropped it off at the post office. At the time, I didn’t realize return shipping labels were in a previous email from before the replacement. The reminder emails didn’t include the labels. Rather, I would have had to click into “additional details” to discover this hidden information.

Upon receiving the charge, I called customer service. Despite submitting a lot of documentary evidence about the delivery, Google insisted they had to do a “deep dive” investigation to confirm receipt. Based on my understanding, this consisted of a specialist team manually reviewing tracking logs at the warehouse where my phone arrived. I honestly felt shocked that a company like Google needed to do a manual reconciliation of shipping and tracking logs. They took this action even after receiving from my end, sometimes more than once:

the shipping label

photos of the phone in the box with the shipping label

receipt from the post office with the tracking number on it

Screenshot from the post office of the tracking number delivery

email header from Google that generated the shipping labels

Somehow they figured it out and issued the refund. It was a terrible customer (dis)service experience.

Digital Dilemma, True Confessions

The Lost Art of Telling Time

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While watching a show about some cops the other day, one said “Watch my six,” to the other. I instinctively understood this to mean “watch my back.” The six, in this case, clearly a reference to a clock face. In fact, the clock face is used for many types of references. However, it relies on the analog clock face, something not taught consistently to younger generations.

Throughout my life, the clock face reference has been useful in many scenarios. On trips or hikes it’s a great way to describe to others where something, such as a bird, is located. It’s easy to use the numbers on a clock face to give the other person a general idea about the direction. This is common with others as well, almost a universally accepted method. I’ve also read that being able to draw a certain time on a clock is used as one question when testing for dementia. Or for helping to assess other cognitive challenges.

Growing up, I had a mix of analog and digital time telling options. Wall clocks were always analog. I had both digital and analog watches. However, they all had basic functionality. None of them could answer phone calls, send messages, or provide notifications. There also weren’t a lot of other devices, or equipment, displaying the time. If I wanted to know the time whenever I wanted, I basically had to wear a watch. Point being, I learned how to read a clock.

Even before the invention of the clock, humans devised a number of ways to keep track of time, including days, seasons, years. Some of these methods include sundials, obelisks, and tracking occurences in nature. Each one of these methods relied on observation, teaching skills to others, general awareness, and learning how to do something. Point being, we weren’t spoonfed a digitized number. Consequently, we incorporated this information into other useful areas of our life, such as a location reference.

In a world surrounded by digital clocks and times that automatically sync, will the younger generation understand these references to an analog clock face? Or is this another dying skill for future generations, one replaced with technology, automation, and easily read digital numbers?

Digital Dilemma, Social Media

Too Much of a Good Thing

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I think one of the biggest benefits, and detriments, of the online world is always giving us more of what we like. The design of an algorithms is to pump content into our awareness based on our preferences and past selections. This is how so many of us end up going down the proverbial “rabbit hole” clicking on one link after the other. Or how we sometimes fritter away hours of time “doom scrolling,” without ever really accomplishing anything.

This type of approach offers many advantages. Sometimes it’s helpful to find other things you might be interested in. It can be an effective way to connect with others who share interests or experiences. This can be helpful if you want to find something less common. Tailored content provides me with selections and options of things I’m likely to find enjoyable. I remember that Amazon was one of the first to provide this feature. When shopping on Amazon, it’s common to see options based on purchases from other consumers who bought the same things. While some of this may sound appealing, there’s a sinister dark side to this type of myopic content matching.

Sometimes giving people more of what they like can be really damaging and dangerous. For example, men trolling the internet to make connections with children. Giving them more of what they like makes it easy for them to prey on vulnerable users. Or for others who might be obsessive about a certain topic, e.g., teenagers and their physical appearances. Connecting these people with more of the same may not be healthy or productive.

Another down side with always seeing more of the same thing is that it doesn’t provide us with an opportunity to see other viewpoints. It can be healthy and productive to learn about different perspectives. This can help to both strengthen a position, or come up with more long lasting solutions.

Finally, algorithms always designed to give us more of the same, mean we don’t have the opportunity to discover or learn about new things. That is, unless other users like us, also stray outside of their “preference parameters” and explore something different. While it can be nice to constantly be spoonfed all the latest and greatest tailored options specifically for what we like, it can also end up being too much of a good thing.

Digital Dilemma, Productivity

Rise of the Agentic AI Business

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I recently read an article about a company that’s run almost completely with Agentic Aritificial Intelligence (AI). Agentic AI is when the AI actually performs actions and makes decisions, instead of a human. Some examples of this could include answering questions, fulfiling orders, processing claims, or handling payments. I’m sure the discovery of even more uses is coming soon.

MEDVi, specializing in personalized telehealth, was able to gross hundreds of millions of dollars in a year or two. Even more astonishing, is the company is run by one person and his brother, the only other full-time employee. There are a few dozen contractors to deal with the thousands of clients. Other than that, AI is running the show.

It’s like something from a science fiction plot to have companies run by a handful of humans and technology. Aside from the inception of the company, it’s curious to wonder what the humans do. Once the AI takes root, it could become another science fiction plot to take over the entire company. This could even include idea generation, expansions, hiring, and everything else. We’re not there yet, but it might be coming sooner than we think.

Naturally, there are arguments to both sides of using Agentic AI. On the one hand, it’s means people can “scale up” easily and quickly. I like to imagine that Agentic AI would save a lot of humans from dreary, repetitive, mundane, tedious tasks. The kind of work that technology does more efficiently and consistently. For example, auto-filing documents to the correct places. This could also include adding descriptions to the documents to make them more searchable.

However, on the flip side, it means humans aren’t necessarily acquiring skills anymore. Also, some people might not want to “agentic-AI” themselves out of a job. In my younger years, I learned a lot of valuable lessons and knowledge of how to design better systems. This is a result of the boring, tedious tasks I handled. Doing boring, repetitive tasks taught me how to create systems that would avoid all this kind of work in the future. I was also thinking about how to spare a “future” me from some of this terrible work.

Of course this was in a time before AI, agentic, generative, or otherwise. Although the shortcut is tempting, it might just be cheating us out of too much in the end.

Human Archives

The First Signs of Spring… Sort of

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We’ve had an unusually cold and rainy March. Though with climate change, the unusual and unpredictable is becoming the new norm. One day, the temperatures remained chilly, hovering around freezing and lower. Yet, the sun broke through the dreary, gray clouds. I seized the opportunity to rake up the leaves in part of the front yard. Most people rake their leaves in the fall, but I’ve adopted the practice of leaving them as cover until spring to help the plants, soil, and small creatures through the winter.

Much to my surprise and delight, several new shoots were doing their best to break through. Even a week later, they’re still pale green, evidence of their etiolated state. However, I’ve noticed more shoots appearing and growing bigger and taller. Some have already succumbed to another round of frost. I woke up to a light dusting of snow everywhere last week. Others have tumbled over from some curious, and curiously hungry, squirrels. Yet, they’re still determined to make an appearance. This makes me feel hopeful about the regenerative and resurgent energy of spring.

I also have a small patch of crocuses. I planted them about 2 years ago, but I have yet to see one emerge. Though I can see shoots and the bright, tightly budded yellows and purples, the flower never emerge. I can’t figure out if the plants are damaged, or if the rabbits and squirrels continually nibble them. Ever since I was small, crocuses have always been an early sign of spring for me. I suppose they might be an early sign of spring eating for the animals. Even though I don’t get to enjoy the crocus flowers, I feel heartened to see some signs of new life after a long, cold, and somewhat snowy winter.

Despite the cold, gray, and irrational weather, I enjoy the vigor of spring energy. The plants and animals are all determined to carry on as though the sunshine and warmth is coming. I, too, participate in this belief. I refuse to wear my puffy, winter coat, even when it’s freezing. Instead I layer up, grumbling and huffing, in an attempt to stay aligned with the spring spirit.

We’re expecting more rain this week, but with temperatures closer to double digits. Slowly inching our way into the new season. Hopefully we can enjoy some nice weather before the heat waves start.

True Confessions

Customer Service Woes

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Late last year I upgraded my smartphone to one of the latest and greatest Pixel models. Since I never had any issues with the previous two pixel phones, I wasn’t anticipating any issues. However, less than 3 months in, the phone started to freeze. Read last month’s blog “The Smartphone Dependency.” Though the problem was diagnosed and deemed irreparable in about a day, the next steps took weeks.

After confirming fundamental damage with the designated repair shop, the troubles began. The repair shop updated my service ticket with the information for the replacement order to continue directly with Google. What followed was weeks and weeks of phone calls, emails, automated verifications, and lots of waiting. To start, even receiving a callback took days, despite the support window estimating the time as less than 1 minute. I had to go through the form several times to even get a callback.

Each time I spoke with an agent, it seemed like there was progress to creating the replacement order. After several calls, and no replacement order generated, one agent discovered there were two orders for me causing problems on their end. He resolved that issue and assured me the notification email would arrive shortly. Days later, I called again.

This agent said he would call me back after reviewing case notes. The call back arrived, hours (days?) later around 4am. Needless to say, I missed the call. After more emails with no replacement order, I called again. The agent confirmed my call back information in case of disconnection and put me on hold to review the file. We got disconnected and there was no call back. Even worse, I couldn’t request another call back because the current call was still in progress. Then, more emails.

I requested another call back. This time the agent successfully placed the replacement order. Even before reaching that point I had to ask the agent to review the notes carefully. He was asking me to send him the receipt for the orginal order, even though it ordered directly through Google! I told him the order was already on my record. Yeesh! At this point, I remained on the phone with the agent while confirming the replacement order email to finally complete the next step of the process.

To date, the new phone arrived within a day. I’m busy transferring data. Fingers crossed for a better outcome.