Customer Abuse in Exotic Locales, Part I

By | November 22, 2011

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HP have long been fighting a battle against refill cartridges, especially in my part of the world. But I think they’re going too far in this case — abusing customers and damaging their credibility and brand in the process.  

Recently I received spam in my inbox from the website www.hporiginalsupplies.com, in Indonesian, inviting me to the HP Original Supplies Zone, where it said I could receive information about original HP products. (The email said I had received it because I had participated in HP promotions before. The only way that they could have received that particular email address was through my official dealings with HP, when at no time do I recall giving permission to be spammed — which raises its own concerns.)

The email itself contained some links to HP.com but its images etc were mostly hosted on the hporiginalsupplies.com website. I could find no easy way of confirming this was a legit HP site — the website was registered by a local webhosting company called Master Web Network. So no way of telling there. And as you may have found if you clicked on the link, the home URL itself throws up only a blank page; only this one, for unsubscribing, seems to.

It took a while for the HP guys to figure it out too: They came back to me today to tell me it is legit. It’s a website for an “electronic direct mailer” or eDM for “the HP Original Rewards program in Indonesia…. HP Original Rewards is an HP loyalty program designed for Small and Medium Businesses (SMB) for the purchase of original HP print cartridges.”

To their credit, HP acknowledge that the “eDM doesn’t comply with HP’s brand standards” and have promised to do something about it. But that’s not really what troubles me. What troubles me is this:

  • Why is HP setting up website addresses with its brand name in without following the usual brand procedures — a way for consumers to check whether it is, indeed, an HP site through the usual methods.
  • Why is HP sending out spam, sorry, eDMs? OK, this is just Indonesia, but hey, we’re still people, right? I don’t like being spammed at any hour of the day by anyone, but especially not by a big player who doesn’t even bother to identify themselves properly.
  • What makes this worse is that we’re talking about HP trying to persuade people to buy non-fake, non-refilled disposables. But how would I know that isn’t a company pretending to sell legit goods? The malls and streets here are full of exactly that: HP boxes and containers full of goods that aren’t, or are no longer, legit HP products.

I can understand HP’s difficulties here. It must be hard to launch these kinds of promotions while keeping an eagle eye on agencies and promoters you may outsource the work to. But if you’re trying to get the message across to consumers that they should be buying your genuine products and not falling for fakes and knock-offs, you shouldn’t be spamming them from a domain that itself looks fake and dodgy.

A Beginner’s Guide to Scanning

By | November 22, 2011

(This is the text of my weekly Loose Wire Service column, written mostly for newcomers to personal technology, and syndicated to newspapers like The Jakarta Post. Editors interested in carrying the service please feel free to email me.)

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A lot of folk ask me whether they should buy a scanner: those things that take bits of paper, or photographs, and turn them into files your computer can use.

Frankly, I’m surprised by this (not the taking and turning, but the asking). Why would people not have a scanner? I have four.

Well, five, actually, if you include that little business card scanner sitting in a drawer somewhere. OK, six. I bought a backup scanner once in case all my other scanners eloped. I scan every piece of paper that I can.

I scan whole books I want to read on my computer. I scan coworkers who pass me in the corridor. The truth is that scanners can save you lots of time, space and pain. But I readily accept that my passion for scanning may not have won you over.

First off, don’t get your hopes up. Twelve years ago I bought a scanner that, lulled by the pictures on the box of pages flying into my computer, I thought would rid me of a ridiculous four-drawer filing cabinet full of stuff I had been lugging around Asia.

I was to be disappointed. Scanners won’t digitize everything paper, I learned, and sometimes they will but will take so long the task won’t be finished in your lifetime. No, scanners won’t make you paperless, but they may lighten your load.

So, the second task is to figure out what there is you have to scan, and then get the right scanner for the job. There are flatbed scanners, which look a bit like the tops of photocopiers, which scan one loose sheet of paper at a time. (You can sometimes buy sheet feeders that, well, feed the sheets in, to some of these units.)

These can be cheap: Less than US$100 will buy you a quality Canon device. These are good, and do the job well. They’re fine if you’ve got the odd document or photo to scan, or the odd chapter in a book you want to store on your computer.

But they’re not good if you’ve got lots of stuff. For this, I’d recommend something like the Fujitsu ScanSnap. I have one of the basic models (5110EOX, selling for $300 to $650), which looks a bit like a small fax machine, and it’s still going strong after three years of heavy-duty scanning.

You can only scan single sheets into it — none of the flatbed/photocopier option — but it will scan pages fast, front and back, without you having to do anything other than press a button. The pages are scanned direct to a common file format called PDF.

I love my ScanSnap. I will scan all incoming business mail — bills, receipts, statements, letters of eviction — which means I need keep no formal paperwork except the odd will or letter from Aunt Maude that has sentimental value. The ScanSnap can also handle business cards, which it can scan more or less directly into Microsoft Outlook.

Neither of these options is particularly portable. If you scan and you travel, you may want to consider a small portable scanner. NeatReceipts has two scanners that make more sense if you move around: one a thin, long device that looks more like a truncheon or night stick, and one a small, cigarette box-sized business card scanner.

Which brings me to the important bit of scanning: What happens to the document once it’s scanned. Most software simply converts a physical thing to a digital thing, but to make the text that is on that physical thing something you can edit, search or add to, you need to run more software over it called optical character recognition, or OCR.

This software – which usually comes included with the scanner — basically looks at the patterns in the image of your document that the scanning software has created and tries to figure out the letters.

OCR software nowadays is remarkably accurate, so long as you give it good, clean documents to start with. Don’t expect your spidery handwriting or a smudged and heavily annotated tome from the Dark Ages to come out 100 percent accurate.

NeatReceipts doesn’t just specialize in digitizing and organizing your receipts: The smaller device handles business cards too. But for most jobs, you’d be better off with something like Paperport, which will handle all the OCR for you and also help you organize your documents into folders.

Bottom line? Scanning stuff is a very useful way to keep your desk clear and to be able to find stuff. But you have to be disciplined about it, and get a rather perverse joy out of watching paper disappear into a roller.

And be prepared to be regarded by co-workers, friends and family as a bit of a freak.

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The Jakarta Post – The Journal of Indonesia Today

Cellphone Virus Hype Podcast

By | July 29, 2020

Cellphone viruses: hype or hellish new threat — a podcast I recorded for the BBC World Service Business Daily.

If you want to subscribe to an RSS feed of this podcast you can do so here, or it can be found on iTunes. My Loose Wire column for The Wall Street Journal Asia and WSJ.com, can be found here (subscription only; sorry.)

Thanks for listening, and comments, as ever, welcome.

To listen to Business Daily on the radio, tune into BBC World Service at the following times, or click here.
Australasia: Mon-Fri 0141*, 0741
East Asia: Mon-Fri 0041, 1441
South Asia: Tue-Fri 0141*, Mon-Fri 0741
East Africa: Mon-Fri 1941
West Africa: Mon-Fri 1541*
Middle East: Mon-Fri 0141*, 1141*
Europe: Mon-Fri 0741, 2132
Americas: Tue-Fri 0141*, Mon-Fri 0741, 1041, 2132

Thanks to the BBC for allowing me to reproduce it as a podcast.

Gmail’s Achilles’ Heel?

By | November 22, 2011

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I wondered what would happen when I reached the limit of my Gmail account, and now I know: I can buy more space. When I checked my account just now I found the message above and this one at the bottom of the page, in scary red:

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 By clicking on the purchase link I’m taken to a Google Accounts page, where I can buy more storage at the following rates:

  • 6 GB ($20.00 per year)
  • 25 GB ($75.00 per year)
  • 100 GB ($250.00 per year)
  • 250 GB ($500.00 per year)

Seems pretty reasonable — at least the 6GB one (and a kink in the armor of Google. As Google Operating System blog points out, Yahoo Mail is unlimited for free, Flickr is unlimited  for $25 a year, and there’s Microsoft SkyDrive.

So I signed up. The confirmation page had the sort of thing that reminds you you’re dealing with a company that still makes its money from selling you ads:

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And don’t expect the storage to appear immediately. Mine took two days and three emails to customer support for the order to be processed. Then a bar appeared below my inbox like this:

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While it’s good my problem’s been solved, it does indicate that Google aren’t just going to keep going releasing space to heavy users. I can’t imagine a lot of people using the space, so they can’t be expecting it to be a big earner. It’ll be interesting to see whether power users decide to jump ship to something cheaper. I won’t — for now.

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The Big Chill

By | November 22, 2011

 Freeman and Ferguson in a tank

Football (OK, soccer) is pushing to the forefront of adopting interesting technologies. Here’s one I hadn’t heard from Bolton Wanderers, where players enter a chamber at minus 120 degrees Celsius to enhance muscle recovery after training. It’s called cryotherapy, according to the Daily Mail:

The technique was originated in Japan in 1978 to help arthritis sufferers and patients with joint conditions. In time, athletes claimed it enhanced muscle recovery and reduced muscle pain. [Bolton’s new head of sports science and medicine Richard] Freeman said: “It’s made from liquid nitrogen and liquid oxygen mixed to the right proportion to become liquid synthetic air. It’s quite safe despite the temperatures.

“It’s still in its infancy but players benefit. It’s like stretching before a game. There’s little scientific evidence why it works but it clearly does. The players like it and feel they benefit. After a heavy training session, a weights session or an intense game, they feel better quicker and it has been shown to improve muscle structure and muscle function.

Cryotherapy, according to Wikipedia, stretches from applying an ice pack to this chamber approach, which is properly called cryogenic chamber therapy:

The chamber is cooled, typically with liquid nitrogen, to a temperature of –110 C. The patient is protected from acute frostbite with socks, gloves and mouth and ear protection, but in addition to that, wears nothing but a bathing suit. The patients spends a few minutes in the chamber. During treatment the average skin temperature drops 12 C, while the coldest skin temperature can be 5 C. The core body temperature remains unchanged during the treatment, while after it, it may drop slightly. Curiously enough, some patients compare the feeling to sauna at +110 C. Release of endorphins occurs, resulting in analgesia (immediate pain relief).

Want one of your own? Buy the CryoCabin CYRODOC from the Zwolle-based company of the same name:

Treatment in the CRYODOC CryoCabin takes only 3 minutes at a temperature of -130 Cº to -150 Cº , producing several important salutary effects throughout the body: energy boost, skin regeneration and rejuvenation, protection against fading skin, strengthening of the immune system, fighting stress and chronic fatigue, increased metabolic rate, weight reduction, fighting cellulite, pain reduction, and generally improving the overall state of health.

I’ll spare you some of the more graphic pictures on their website (think cellulite and elbow rash. But I like the way this lady’s earrings twinkle in her CryoCabin:

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Come in, the air is lovely

Why giving players the cold shoulder – and everything else – is keeping Bolton Poles apart | the Daily Mail

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