Donald Daedalus & the wiPhone

Post-Script

2011-06-18T15:31:00.001-07:00

Clear had me where they wanted me. My follow-up call regarding having my device being replaced was turned down first by a corporate pawn then by the more articulate and equally disempowered supervisor. (It seems that corporations are privy to customers' request to speak with a supervisor, a consumer's hope of speaking with someone who has some authority to do something about anything, rather than just describing corporate policy.) Now, even the supervisors are worthless.

My confusion of why I would be told one thing by an employee then the contradiction by another, the latter seeing the details recorded on my file, baffled me. Where was the line between authority and blatant dishonesty? Aren't records kept supposed to create a continuity through these corporate cogs?

I made it a point threatened each employee with a better business bureau complaint. The employees were stoic. Hanging up, I manifested my threat and made the complaint.
I wasn't even sure and still am not sure of how the BBB works, but here
is a transcription of clear's reply to my complaint:

On June 15, 2011, the business provided the following information:
June 15, 2011

Re: Mr. Donald Daedalus
Clear Wireless Account #: 1735238
BBB file number: 22293043

To Whom It May Concern:

This is in response to your letter received by our organization on June 2, 2011 regarding Mr. Donald Daedalus. We would like to thank you for the opportunity to respond to Mr. Daedalus' concerns. We at Clear Wireless see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our immediate attention.

According to his recent filing, Mr. Donald Daedalus has expressed his dissatisfaction with not getting his equipment exchanged when it became faulty. In addition, he asks for a refund of the purchase price of the device, which he stated was $100. He also asked for a month's service fee in refund, another $25, since he was unable to use his service the final month before he canceled because of the problems with his equipment. Clear Wireless has completed its review of Mr. Daedalus' account documentation and offers the following information for your consideration.

Mr. Daedalus signed up for Clear Wireless Internet Service on August 5, 2010, using a low cost Wi-Fi mobile device designed for use only with Apple Corporation's handheld 'I' devices, i.e.: the iPad, the iPhone and iTouch. The service required purchase of the iSpot mobile hotspot and was for a month-to-month, no contract account.

The device had a special offer at the time Mr. Daedalus purchased it so on August 5, 2010, he had only paid $29 for it, which was well below the suggested retail price of $99.00. Clear Wireless respectfully declines Mr. Daedalus' request for a $100 refund for his equipment because it was more than he had paid.

Unfortunately after Mr. Daedalus reported that his unit started having mechanical difficulties on March 28, 2011, representatives told him that they were unable to replace it. The product is now obsolete and Clear Wireless was no longer selling new units. Our inventory of units for exchange has since been replenished, although at the time of his original call, we were out of inventory. That is why Mr. Daedalus had run into difficulty into getting a replacement.

The comparable product the Clearspot 4g was offered as a replacement, but the product was on back-order at the time so it wasn't available either. Mr. Daedalus elected to hibernate (voluntarily suspend) his account for a month to give us time to get him a new device.

When Mr. Daedalus called back on May 26, 2011, the previous offer of a free upgrade to the comparable product was not upheld by Clear Wireless representatives. Clear Wireless regrets that the problems Mr. Daedalus was having were not better handled by our support representatives.

In addition, Clear Wireless appreciates the time Mr. Daedalus took to bring the matter to our attention. Clear Wireless will notify support of the change in availability of iSpot units so that our Technical Support representatives will give customers the correct information.

When Mr. Daedalus called back regarding these issues on May 27, 2011, a Clear Wireless representative again offered a free upgrade to the comparable product, the Clearspot 4g, which by then was again available. The device, in addition, would not have been limited to use only by Apple Corporation's mobile 'I' devices. Despite the improvement in features this product would have given Mr. Daedalus, he declined and insisted on canceling his account.

Out of consideration for all of the problems Mr. Daedalus had, Clear Wireless would like to grant Mr. Daedalus' request of a refund of all fees paid since his unit stopped working on March 28, 2011, which totaled $26.69. This is the right thing to do since, as Mr. Daedalus stated in his filing, he did not have use of our service during that time. In addition Clear Wireless offers to refund the original purchase price of $29 for the iSpot, for a total refund of $55.69.

However it was noted on May 27, 2011, that Mr. Daedalus had canceled the credit card that had been on file with his account. We cannot refund fees paid to a card that is not active so unfortunately Clear Wireless cannot process the refund at this time.

Clear Wireless urges Mr. Daedalus to contact Customer Care at our toll-free number of 1-888-888-3113 to confirm whether the credit card on file is still associated with an active account. If the original card used for payment was associated with an account that is active, whether or not that card itself still is, the refund can be processed immediately. His account will be noted with the refund offered so any Clear Wireless representative can process the charge reversal. If the bank account itself has been cancelled, representatives can alternately submit a request to issue a check. However, checks take far longer to process, up to 30 business days.

Clear Wireless regrets any inconvenience this issue may have caused Mr. Daedalus. If we may be of further assistance, you may reach us at 1-888-888-3113. We are available seven days a week from 9am to 10pm.

Sincerely,

Cindy Houghton
Corporate Escalations Specialist
Clear Wireless, LLC

******

In a sense, I feel I won. My frustrating journey into the world of corporate telecoms concluded with an apology from the leviathan. Certainly, Clear made some key plays that shortened my lifespan and made me increasingly disgruntled, but in the end, I took them at the bottom line: $.

Now, if only there was an alternative telecommunist that didn't exacerbate customers through their customer "service."

Clear: Ends

2011-05-26T13:31:00.000-07:00

It's been a few months since my last post and the world of telecoms has shifted. More companies are aggressively advertising portable wireless devices; 3G has been outrun by 4G; the iPhone is now on Verizon. In this shift, I wish there were some question of why a company, who had virtually no competitors in their market for almost a year, were unable to thrive.

While I write this I'm currently on hold with Clear, for the last time. At this point, I've waited 27:54 , five of which were gently arguing with the impotent customer service rep, Eric. In an obvious and necessary substitution, the representatives of Clear have become more polite while having less authority to do any. I'm now waiting, for the second time, for the supervisor.

My account has just come out of hibernation and my iSpot is still defective. In attempts throughout the hibernation to have this plastic problem exchanged at stores, I've frequently confronted the answer that there are no iSpots shipping and that clear was unable to make profits on their unbelievably good service price. Yeah right.

While I'm writing and waiting, I'm also filing a Better Business Bureau complaint, expecting that Clear will try to charge me for the service that I'm unable to receive, given my defective device they refuse to replace. Interestingly, Clear doesn't populate on the BBB list of telecommunications companies. Is this because the BBB doesn't have a database large enough to house all the people pissed off at this "company."

I called back because Eric didn't get his supervisor. After 10 more minutes of waiting I called a less polite but potentially non-cromagnum customer rep. After 3 minutes of waiting, we agreed that at some time in the near future, his supervisor, who was on another call, would call me back. No one ever called back.

The next day, I simultaneously chatted and talked with Clear. Here's a brief transcription of my simmer frustration:

Chat Transcript

Hello Donald Daedalus. Please wait while we find a CLEAR specialist to help you.

Your question is: defective device

You have been connected to Andrew.

Andrew: Hi Donald Daedalus, thank you. Could you please give about 2 to 3 minutes so that I can pull up your account?

Andrew: Donald, there is a security question on the account: What is your mother's middle name please?

Donald Daedalus: ********

Andrew: Thank you

Andrew: Donald, how may I help you today?

Donald Daedalus: Andrew, every customer service rep I've spoken with at Clear has lied to me. And don't tell me you're sorry to hear that.

Donald Daedalus: I have a second defective device

Donald Daedalus: and Clear has refused to replace it

Donald Daedalus: after they SPECIFICALLY told me they would replace it.

Donald Daedalus: Are you people fucking with you? Is this some kind of joke?

Donald Daedalus: What I want now, is the money I spent on the device back.

Donald Daedalus: I have filed a report with the Better Business Bureau and am taking formal actions to see to it that I am reimbursed for the terrible service that Clear "provided"

Donald Daedalus: and I want my service cancelled

Andrew: So Donald you are saying your device is broken and we have refused to replaced it?

Donald Daedalus: Yes, and Andrew,

Andrew: If you want to cancel the service please call in to

Donald Daedalus: I realize that you have limited authority in helping me

Andrew: Our Account Services department will be able to assist you; if you are the account holder, you can reach them by phone at 888.888.3113, M-F from 9:00am-8:00pm (9:00am-6:00pm HST).

Donald Daedalus: I'm on the phone with Amber 68130

Andrew: Ok

Andrew: Is she with the account services?

Andrew: Are you still with me, Donald?

Donald Daedalus: yes

Andrew: Ok is the agent with the account services?

Donald Daedalus: ok

Andrew: If that's the case, then she is the right agent to handle the cancellation request

Andrew: I'd also like to mention that we've added many time saving features to our phone system and to our website to improve your experience. For example, when you go to Clear.com, there's now a dedicated support page with lots of information to help answer basic questions and technical issues. We'll keep you notified as we continue to enhance our systems. Look for our monthly newsletter for more details.

Andrew: Is there anything else I can assist you with today?

Andrew: Thank you for chatting with me today! You may receive a call asking you to take a survey about your experience today. If you have any further questions or concerns, please feel free to contact us; we are available in live WebChat 24 hours a day, 7 days a week. Have a great day!

Thank you for visiting clear.com. You may now close this window.

Your session has ended. You may now close this window.

**********

The End Harkens

2011-03-28T18:19:00.000-07:00

I've been reading around that the iSpot is being discontinued. The thought had crossed my mind that their approach to this device was too selective: i-devices only; that they charged too much compared to alternatives (like AT&T); and that their service was subpar. They just weren't competitive and how can you be when your target market is so small?

Anyway, I'm having issues again with the iSpot. I haven't used it much in the last weeks after intense daily use. Now it's powering on but no wifi is transmitted--only a strong clear 4G signal is being received. This follows some weird quirks when the iSpot would not work until two or three power on and offs, or that the it would take an unusually long time to connect. At any rate, my superhuman patience that was borne from an interest in the absurdity of all this teleconnectivity is, at the moment, diminishing in direct correlation to this device's power.

I recently also added a Google Voice account as well as a Sip account; both seem extraneous because if you have one pain-in-the-ass account, familiarity overrules the newcomers.

Here's the chat with the rep.

****

Hello Donald Daedalus. Please wait while we find a CLEAR specialist to help you.
You are an existing customer with a Tech Support question.

You have been connected to Deandre D.

Deandre D: Hello Donald I've read that your ispot is not giving out a Wi Fi signal?

Donald Daedalus: that's correct.

Donald Daedalus: I have a solid green light on the 4G end, but nothing on the wifi end, and no signal is seen on my iPhone.

Deandre D: The Wi Fi light is supposed to be blue.

Deandre D: No light comes up at all?

Deandre D: For security verification purposes can you please tell me what was your mother's middle name on the account?

Donald Daedalus: No blue. Just green over the 4G part and no light over the wifi

Donald Daedalus: Anne

Deandre D: Can you turn off the device and take out the battery? Underneath where the battery was there is the Wimax MAC ID. It's a 12 digit number that starts with 00.

Donald Daedalus: 001E311A4EB4

Deandre D: Are you at the service address of 736 Townsend Ave, Wilmington, DE 19801

Deandre D: Sorry wrong address

Deandre D: Are you at this address? 6910 roosevelt way ne, Seattle, WA 98115

Donald Daedalus: Yes,

Donald Daedalus: but that's an old address.

Deandre D: What's your new service address?

Donald Daedalus: 526 W 147th St., #22, New York, NY 10031

Deandre D: Do you know how to do a device reset?

Donald Daedalus: Hold the button down for a while?

Donald Daedalus: when powering it off?

Deandre D: Yes please.

Deandre D: ABout 12 seconds

Donald Daedalus: it didn't power off; I'm afraid it's undead.

Donald Daedalus: okay.

Donald Daedalus: now it sort of blinked

Donald Daedalus: and is yellow

Deandre D: That's what it's supposed to do

Deandre D: Then it shuts off

Donald Daedalus: but definitely not off;

Donald Daedalus: still on...

Donald Daedalus: strong urine color.

Donald Daedalus: now it's off

Donald Daedalus: (after a minute)

Deandre D: Good@

Deandre D: Is it totally off now?

Donald Daedalus: Yes.

Donald Daedalus: Shall I turn it back on?

Deandre D: Yes please.

Donald Daedalus: ok

Donald Daedalus: I did

Donald Daedalus: It flashed

Donald Daedalus: then turned off

Donald Daedalus: and is once again green over the 4G and no light over the wifi

Deandre D: Okay that is definitely broken.

Deandre D: Did you drop it?

Donald Daedalus: hmmmm.

Donald Daedalus: No

Donald Daedalus: In fact,

Donald Daedalus: it's weird.

Donald Daedalus: I used it steadily a weak ago, then I had the flu and didn't leave the house

Deandre D: Wow.

Donald Daedalus: and since leaving the house it hasn't really been dependable. At first it wouldn't connect then I would turn it off and back on and it would work but now it's not working at all

Donald Daedalus: maybe it got my flu.

Donald Daedalus: So are you going to send me another?

Donald Daedalus: iSpot #3?

Deandre D: I am looking to see what I can do please hold.

Deandre D: Still looking to see how I can send another one sorry for the wait.

Donald Daedalus: No problem. Thanks,

Deandre D: Okay I'm getting manager approval to swap the modem please hold.

Donald Daedalus: Great!

Deandre D: Your welcome! Almost done.

Deandre D: Hello

Deandre D: We don't have ispot's anymore unfortunately.

Donald Daedalus: really?!

Deandre D: Would you like to upgrade to the clearspot?

Deandre D: Yes

Deandre D: You should probably look for one on ebay if you want to keep your plan

Donald Daedalus: is it free to upgrade?

Deandre D: because the clearspot plans are more expensive.

Deandre D: No it's a 40 dollar upgrade fee plus 9.95 shipping

Donald Daedalus: hmmmm.

Deandre D: Clearspots start at 45. a month

Deandre D: Thats the unlimited plan

Donald Daedalus: Deandre, here're my choices as I see them, and offer any other ideas if i miss any:

Donald Daedalus: 1) pay for the upgrade for the clearspot

Donald Daedalus: 2)look for an ispot second hand, even though all that I've owned have become defective

Donald Daedalus: 3)quit Clear all together and use my money to get data via AT&T then use my iPhone as a hotspot

Donald Daedalus: Any other ideas?

Deandre D: I like all 3

Donald Daedalus: I am hesitant to pay for another device by a company that has given me two failed devices and spotty service.

Donald Daedalus: Is there anything that can be done to ease my leaving Clear, rather than just throwing this iSpot in the trash?

Donald Daedalus: Can I send it back for a re-imbursement?

Donald Daedalus: or swap it at a store?

Deandre D: Your device is owned

Deandre D: That's why I suggest you find one from ebay

Deandre D: That's really the best plan to have

Donald Daedalus: but wouldn't that device on ebay be owned as well?

Deandre D: $25 is pretty cheap

Donald Daedalus: I thought they were $100?

Deandre D: When I shop on ebay I always get something from a seller with great reviews and the official ebay stamp

Deandre D: Those devices are cheap

Donald Daedalus: for $25

Donald Daedalus: You know, you're right: $25 is cheap.

Donald Daedalus: so, since Clear sold me a defective device, what's $25 to Clear?

Deandre D: I am only telling you this because I'm looking for a device myself and I can't use CLEAR because CLEAR isn't in my area.

Deandre D: I compared AT&T and Sprint and other companies tethering plan and they require contracts

Deandre D: or there are taxes that raises the price

Donald Daedalus: oh, you mean, $25/month is cheap

Deandre D: That's correct.

Donald Daedalus: for the service

Deandre D: That's all you pay

Donald Daedalus: I see, I thought you meant $25 for the device. I'm talking about the defective device.

Donald Daedalus: Why would I pay for a new device, regardless of how cheap it is, if the device is just going to be defective like the last two?

Donald Daedalus: And with ebay, no warranty

Donald Daedalus: and with you no exchanges?

Deandre D: Well your device is owned

Deandre D: and

Deandre D: Hold on let me check something

Deandre D: Okay you are right they are around 100 dollars on ebay

Donald Daedalus: Deandre, let me say the situation as I see it, and tell me what you think

Deandre D: Okay

Donald Daedalus: I'm a person, who bought a device from Clear. I own that device. But Clear sold it to me. The device is defective. It's a few months old, it's been cared for, I take care of it because I don't want to deal with the hassle of exchanging it. The plastic top is still on this thing. But it's defective nonetheless.

Donald Daedalus: You're right, I own the device and perhaps it's after warranty

Donald Daedalus: Clear is in the position to say, "No way, we honor only for 30 days,"

Deandre D: We don't have anymore i-spots sir I'm sorry for the inconvenience.

Donald Daedalus: but Clear could also say, wait a second, this thing is faulty, we sold him a lemon.

Donald Daedalus: I'm not asking for an iSpot because I know you haven't any

Donald Daedalus: probably because everyone that has been made is defective and has been exchanged many times.

Donald Daedalus: but

Donald Daedalus: I believe there is still a chance for satisfaction

Donald Daedalus: perhaps not under corporate rule, but under ethical rule there could be satisfaction to the effect of Clear acknowledging it's product's defect

Deandre D: In that case you would have to ask account services because web chat department can't waive upgrade fees. They can however.

Donald Daedalus: Is there a history of upgrade fee waiving?

Deandre D: Sure they do stuff like that.

Deandre D: They'll do anything to save the customer.

Deandre D: Just explain your situation to them and they'll hook you up.

Donald Daedalus: Deandre, would you recommend a fee waiver to them on my behalf, please?

Deandre D: I recommend a fee waive.

Deandre D: It's already documented in your account.

Donald Daedalus: Thank you so much, Deandre

Donald Daedalus: I really appreciate your working with me.

Deandre D: Your welcome sir!!

Deandre D: Thank you for chatting with me today! You may receive a call asking you to take a survey about your experience today. If you have any further questions or concerns, please feel free to contact us; we are available in live WebChat 24 hours a day, 7 days a week. You may now close the window.

(Called Account Services)

Skype Falls Behind

2011-02-08T20:26:00.000-08:00

The world is abroil with shifting telecom offers. In the last 6 months, Google Voice has announced one can port their number to GV, and many providers have launched their mobile hotspot devices to contend with the Clear’s iSpot. It’s at times like these when the adherence to a contract is detrimental to a customer and integral for a telecomunist’s survival; technology has outpaced corporate strategizing on a consumer level.
About a month ago, Skype had some serious technical difficulties which resulted in about a day when no one could make any calls of any sort. This even got coverage by the NYTimes.

Here’s an email sent to Skype today, on the event of Skype 5 for Mac:

Subject: Poor, Embarrasing Call Quality
Skype;

I've been trying to use SkypeOut for the last year and have to say, your call quality, regardless of my connectivity--home wifi, a 4G router--is terrible and embarrassing. I'm not sure how you've survived as company thus far. I imagine in the next three years a real company like Google will put you out of business.

After paying the $60/year, I'm certainly going to terminate my account and discontinue use with Skype. Throughout the year, I've experienced a myriad of problems including: the ringtone not ending when the call is connected and picked up; not receiving phone calls; constant "robotic" effects on incoming and outgoing calls; video calls not functioning; and much more! These seem like basic steps a VoIP would work to end. Ironically, but understandably, you don't offer customers an easy way to contact you--like a skype number! One would think that a company selling product might even use that product. Why no phone number?

I see you're headquartered in Luxembourg--beautiful country...high number of millionaires/capita I've read. Here in the United States, where English is a first language, we have two DISTINCT categories for FAQ and Contact. That is, 'Contact' isn't the same as reading a generic help forum...it's conversing with someone!

I installing Skype 5, I have to say you've outdone yourself--this is the worst version yet! I'm a MAC user and it looks like I'm using Windows when on Skype. Fire your designer and find someone with a contemporary aesthetic sense.

Here’s Skype’s “response”

Hello and thank you for contacting Skype. 

This email address is not monitored, however in order for us to help you with your enquiry as quickly as possible, please read the following:  

Existing Skype customers (Technical, payment, other issues):  Search our database and submit

a ticket if necessary. http://www.skype.com/go/contactus1  

Non-Skype customers: http://www.skype.com/go/contactus-noncustomers  

Fraudulent use of your payment/credit card: http://www.skype.com/go/contactus-fraud  

Questions about prices and subscriptions: http://www.skype.com/go/prices  

Questions about Online numbers (SkypeIn): http://www.skype.com/go/onlinenumber/

Forgotten passwords: http://www.skype.com/go/contactus-password  

Press enquiries: http://www.skype.com/go/contactus-press  

Please note, you will not receive a reply to this email - please use one of the methods above to contact us.

*****I rest my case*****

WiPhone 4.0 Configuration

2010-11-24T14:46:00.000-08:00

1. Jailbroke iPhone 3Gs (paid $400 offcraigslist -you can definitely get them cheaper now, about $150)

2. Installed Skype (also available from App Store)

3. Bought 1 year of Skypeout & a Skype number--so I can call people & they can call me ($6.66/month=$79.92/year)

4. Installed TextFree (unlimited texts to/from phone via internet connection)

3. Installed Insomia (downloaded from Cydia) to keep skype running when screen is off

5. Installed Backgrounder (downloaded from Cydia) to keep skype running in background

6. Bought an iSpot ($99-though I bought one in a promo for $25) + $25/month unlimited service

My Charges:

$804.88/year

$67.07/month

Annual cost to currently configure a wiPhone

(above cost + (99-25=$74 iSpot difference) + $35 Clear activation - ($400-150=$250 iPhone 3Gs difference) = $141 less)

$663.88/year

$55.32/month

Unlimited calling, Text, internet at 4G speeds.

Inadvertently Returning Succesful

2010-11-12T20:24:00.000-08:00

While I was in Chicago I had the idea of trying to MAC spoof my iSpot so that I could use the wifi for non-idevices. I should point out right now that I didn’t tamper with the iSpot in any way that could have led to its sudden malfunctioning. iSpots have MAC address filters that allow only idevices to connect to the router…otherwise, at $25/month, Clear would put all other ISPs out of business; I think they prefer deft competition.

In my research of how to MAC spoof, I learned that in the early days of the iSpot, this was possible and that some individuals were reaping the rewards of a little command line knowledge. My superficial understanding of this activity is as follows: a computer’s internal MAC address is a unique identifier that is assigned but can also be spoofed to appear as an identifier of something else, such as an idevice. There’s a lot of information on MAC spoofing out there, so I won’t go over it here.

Well, today I was at the public library and had a need to change my IP address but ran into the problem that it was static, given the public wifi. So, not even thinking about the MAC address filter, I turned on the iSpot and logged in via my MacBook Pro. I refreshed ipnow.org, which showed a new IP address and went about my business. It wasn’t until I was trying to refresh the IP address a third time that I realized I had connected via the iSpot. What happened? I double-checked my wifi signal: still on the iSpot. The only other wifi signal was the public libraries, and according to both airport and ipnow.org I was not connected to it. What happened?

I’m not completely sure what happened but it may have had to do with manually MAC spoofing via Terminal prior to switching from the library to the iSpot wifi. Also, I had disassociated from any wifi signal

sudo ln -s /System/Library/PrivateFrameworks/Apple80211.framework/Versions/Current/Resources/airport /usr/sbin/airport

Later, I get home and am still wondering what happened. I try the ipnow.org and the iSpot and am again able to connect, showing the updated IP (same as earlier today but not my home wifi’s IP).

All I can image is that somehow this device hasn’t had the firmware update that my previous device had. When I received the first device that ultimately went kerplunk, I had to connect it via USB and update the firmware before it would allow me to connect to the device. This newer unit never went through that process because the wiPhone connected immediately. But even that doesn’t fully explain why. I never fully reconfigured my MAC address; once it was changed at the library, I changed it back because it didn’t have any bearing on my IP address.

Strange.

Love in Finding Something You Hate and Getting It To Work, Somehow

2010-10-19T07:37:00.000-07:00

I hate telecom’s automated machines and I hate their websites where you’re supposed to do the job of some customer service agent. I hate this because it reminds me of the automated machines that don’t offer exactly what you need, not to mention paying the same amount for worse service. But I think I fell in love with TMobile’s website because it’s so trusting.

My home wifi was on the downs, so naturally I got the complaints about my telecom arrangement, which prompted me to determine a better course of action.

Premises from which I’m working:

1. AT&T is an unethical company that should be dead, save its Mafioso affiliation with Apple;

2. I used data more than voice;

3. I’d like to be able to talk to someone if need be, without looking for a Starbucks (Starbucks is becoming a real social provider; first with the toilets and now with the wifi);

4. I’m getting sick of being the telecom retard, although I see myself as being on the cutting edge of a technology that is yet to exist. Beyond the edge. In the ravine.

Looking over TMobile’s site I noticed that the $39.99 data plan is for the smartphones, allegedly with 3G coverage (see prior post’s comments on TMo’s 3G). Non-smartphones have an unlimited data plan is $10. 500 minutes of voice costs $29.99. So, thanks to the online management, I was able to change the phone that I had (which wasn’t even labeled because, although TMo will happily sign up an iPhone, it isn’t shown on your account) to a non-smart phone then added 500 minutes to my plan, subtracted the $39.99 and add unlimited internet for $10, theoretically, I added 500 minutes for free. It took the plan 24 hours to clear.

A few things with the plan. Data is iffy, to say the least. Safari doesn’t work, or at least for very long. I’m not sure if it has to do with bandwidth or gross data, but Safari says something to the effect of “You have to upgrade your service.” Yet other services like email and maps seem to work (maps most of the time, but it’s hard to tell because TMo’s coverage is so shotty: another failed technology), App store doesn’t load, Wikipedia app fails, but textfree works 99% of the time and if you have to get a message through you can always pay the 20 or 40 cents of regular text messages, provided TMo has coverage. In other words, it’s not really a data plan, but it does what I need for $10/month. And again, so much time is spent in my apartment with wifi, I’m rarely at a loss.

The final step to the equation of getting back into to the world of telecom was to try to get my previous phone number back. Other than it having been meticulously photoshopped onto my business cards, of which ~100 remain, it was largely a question of principle and sheer curiosity. At&t was the final barrier since they still had my phone number, though inactive. I called up and tried a different approach saying that I had been told (which I had been) that if I reactivate within the period of 60 (90?) days, I could get my old number back and not pay the activation fee (which had been the point of contention with some previous reps). The operator agreed with me and, after a long process of reactivation, almost getting there, trying to avoid a 2-year contract out of simplicity since I intended to cancel the service in less than 24 hours once I had ported the number to TMo, I learned that the iPhone I had purchased on Craigslist was reported lost or stolen. To the person who had their phone lost or stolen: I’m sorry. To the guy who made $400 off me at someone else’s loss: May a drunk driver find your car parked this Saturday night.

The course of action suggested by the At&t rep was to get a pay-as-you-go phone and get the phone number back. That sounded way too complicated for 100 business cards.

With Clear Gone It's Back to the Ménage a Tois of Cellular Technocrats and No More Mini-Series

2010-10-07T12:04:00.000-07:00

Now that I have TMobile Unlimited Data ($39.99/month+taxes), the wiPhone has reached version 4.0. Theoretically, it’s like 3.0 but minus the mobile hotspot device and allegedly better service. On the phone these guys are pretty great except that they have a nasty habit of hanging up on me.

Point 1, iteration 3 (see previous post for prior iterations): If you’re a telecom, let your customers communicate with you, ideally, in an easy, non-infuriating way.

The Ordeal:

All I wanted to do was buy a service plan from TMobile and it took, as a conservative estimate, 3 hours. I wish this were a hyperbole. The most excruciating part of this sales attempt was that each time I was seemingly only moments from completing the endeavor. The 1^st hang-up came when I was placed on hold by a rep. The 2^nd hang-up occurred during the very next call’s interdepartmental transfer. Keep in mind that after each hang-up there’s another 11 minute waiting for the next representative before the journey continues. I’m convinced that these telecommunists aren’t really that busy. It’s just the same 10 customers who keep calling back, retelling their ever engorging circumstance, being hung up, and then getting back in line, on hold or otherwise.

By the third rep I begged for a number I could call back after the coming disconnect so I could avoid the psychological voodoo doll that is listening to low-fi, background-pop music that is periodically interrupted by little timesaving tips. Of course, they have no direct line. Instead she took my number and promised to call me back if I was dropped. This raises a good point: Why is it that telecoms are so hard to get a hold of? Point 1, etc. You’d think that, given communication is THEIR FUCKING BUSINESS that they’d have this figured out by now. The rep described the situation on her end: whenever a call ends, the very next one is phoned through. I imagined Goya’s May 3^rd Massacre.

She did wait on the line with me during the transfer and the next guy almost got me going but because I didn’t have a new sim card, I couldn’t be activated. The reason for the new sim was, he said, to use the 3G recently acquired by TMobile. Here’s a partial lie on his behalf, or on behalf of TMobile. 3G doesn’t fully work on TMobile with the iPhone. I’ve read in many places that it doesn’t fully work at all, having 3G download but not upload speeds…something to do with the frequencies they won at an FCC auction.

The 3G disparity is a glitch for the wiPhone. I need at least 3G for VOIP (Skype) to work. I soon learned that Skype would be relegated to my wifi world and I would have to make a decision between voice or data exchange. I returned to the initial questions of whyPhone [sic]:

-What’s the point of having the ability to call everywhere?

-What do I have to say that’s so important?

These musings will manifest a continuance into the next wiPhone installment.

P.S. Fuck AT&T. Here’s why: they summarize everything that is despicable about telecommunists and they do it an unethical manner.

Case Study: I dropped TMobile to get AT&T for the roadtrip (prior to the userland jailbreakme.com). TMobile allowed me to reactivate without an activation fee because I had not been gone for 90 days. This was promised to me from AT&T as well but two reps in a row broke that promise and my telecom heart. Basically, I was trying to get my number (775) back from AT&T and have it ported to my newly activated TMobile account. But because it wasn’t an ‘active number’ it couldn’t be ported. No one was using it at AT&T, but it must be active to be ported. This made no sense to me. I had a TMobile customer service describe it to the best of his ability and knowledge. Telecoms buy numbers from the FCC, which is allegedly why there is an activation fee. After you deactivate a number, it remains in that companies pool for 90 days, ostensibly for you to return and maybe even be attracted by the fact that you don’t have pay an activation fee with that carrier. After the 90 days, the number leaves that pool and goes who knows where. So, for me to get my number back, TMobile recommended I re-activate my account with AT&T, since it should be free of activation fee being in that 90 day period, then have it ported to TMobile. Well, I called AT&T and they tell me that there is a fee for getting my number back that is coincidentally the exact same price of an activation fee with a new number. Strangely, they actually refer to this fee as an activation fee. Imagine that.

Clear Tries to Unscrew Me, Like a Burnt Out Lightbulb (Part 3 of an Epic Mini-Series)

2010-10-05T23:18:00.000-07:00

Preface: At this point in Clear conversation, I’m also negotiating with AT&T and TMobile, who seem like angels by comparison. More on that in the coming posts.

After recovering from that heinous conversation of bantered semantics (and after signing up for unlimited data and no voice with Tmobile), I called the ‘default’ address to which Clear had sent the replacement device figuring it would be better to resolve this sooner than later, regardless the level of anguish. The default address was my storage unit mailbox in Seattle. The receptionist quickly told me that there were no packages for me and there had been none. Nothing. Zilch. Nada. Really? What the hell was going on?

While corroborating with the Clear employees during my visit in Chicago (who seemed much more knowledgeable than those on the phone), I had wittingly taken some of their contact information. At this point I called them but instead of getting a friendly customer service voice I got a generic voicemail message saying the mailbox is full and can’t receive any more message.

Point 1, iteration 1: If you’re a telecom, let your customers communicate with you, ideally, in an easy, non-infuriating way.

I called the personal cellphone of one Tina Georgopoulos who (to this date) never returned my message. I should mention that the time I was calling was Monday at 12 pm, EST, well within business hours. Then I called a second Clear store in Chicago, about half a mile away from the bricked store. To my surprise the rep answered the phone, was very friendly and even offered a suggestion: He would call the supervisor there and see what’s going on, maybe even tell them to get their phones working so I could get some help. In five minutes I was talking with someone at the store who told me the best course of action was to call customer service and have them send a new device to my address and that the device that had been delivered for me would stay at that store as part of their inventory. In other words, the best course of action was to do exactly as I had suggested previously to Clear in the chat. I asked for clarification of how this attempt would vary in success from the previous attempt.

The Clear rep in the Chicago store emphasized that I had to speak to customer service, not tech support. He said that tech support isn’t fully informed, they can’t see everything on your account, like customer service. In my case, the fulcrum would have been a tracking number that would have shown where my device was sent, when it arrived, et al.

Business Model Point: Clear doesn’t really serve urban areas with their store locations, which is why I couldn’t just walk in and get a replacement device. Their model is more like a recruitment center for cults. They lure you in with flashy propaganda and hope that you’ll be interested enough that they are able to continue to do business with you, maybe by you returning later, maybe by mailing you the device.

Point 1.5, iteration 1: If you’re a business, let your customers do business with you, ideally, in an easy, non-infuriating way.

I called Clear and the automated machine is completely fucked up. At any point if you reach a menu where the choices have nothing to do with anything you want to do and, if you’re like me, you press ‘0’ you’re connected to customer service. This would be a great idea except every time, in multiple menus I pressed ‘0’ and got a message saying the customer service center was closed and to call back during business hours. You may be asking why I pressed zero more than once, having received the failed connection: like this entire endeavor it was out of curiosity.

Point 1, iteration 2.

I finally got through to a human and asked them to transfer me to customer service, no tech support, no billing, and don’t hang up on me. The lady was super nice, probably the nicest (patronizing?) telecommunist with whom I’ve conversed. Granted, it took me about 15 unmitigated minutes to describe my situation with her, which was psychologically fatiguing. At the end of my diatribe she said plainly, “There are a lot of notes on your account.”

I’ll save you the minutiae of the exchange, but in short a second device was sent to me. I received it and it looks to be okay, though whether I get coverage with the device is another tendentious point.

She told me that there are two lists of service coverage. One is available for customers on the website and another is a secret list that describes to the customer service reps upcoming services hidden inside the preserved corpse of Lee Harvey Oswald, which is kept in Clear’s basement headquarters. She read something that vaguely stated coming coverage but suggested I get the 3G/4G device in the mean time.

Not a chance.

And Then Clear Screwed Me, Again (Part 2 of a Mini-Series)

2010-10-02T07:27:00.001-07:00

The next day, I was told that I could either receive the device at the location I was staying at or exchange it at a store. The store was an hour outside Chicago and I was too busy to sit at home and wait for FedEx. I went to a store in Chicago and they suggested I have it sent to them and pick it up the next day. The in-person reps seem much more knowledgeable than those on the phone or chat. Or so I th0ught.

***One note: of the 4 phone conversations I had with Clear, 3 of them hung up on me while I was on hold, usually after 15 minutes.*****

The following is a transcription of a chat conversation that lasted over an hour.

Chat Transcript

Hello Donald. Please wait while we find a CLEAR specialist to help you.

Your question is: send me a replacement device or give me the location of a place in NY where i can exchange it, please

All agents are currently busy. Please stand by.

An agent will be with you in a moment. Thank you for your patience.

The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

An agent will be with you in a moment. Thank you for your patience.

The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

An agent will be with you in a moment. Thank you for your patience.

The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

An agent will be with you in a moment. Thank you for your patience.

You have been connected to Helena James.

Helena James: Hi Donald! I'll be happy to help you with equipment exchange today!

Helena James: May I have the phone number associated with your account, please?

Donald: xxxxxxxxx

Helena James: Thank you. One moment please.

Helena James: There is a security question on the account: What is your mother's middle name please?

Donald: xxxxxx

Helena James: Thank you. Okay, I see your account is under hibernation, also, in order to exchange devices, you would have to purchase a new one.

Helena James: We do not do equipment buybacks.

Donald: sure

Helena James: I see there is an ispot device that is pending use on your account, did you recently get a new one?

Donald: The device malfunctioned and I am to replace it.

Donald: I would like to receive one as soon as possible

Helena James: I can try to find you a store location.

Helena James: What is your zip code please?

Donald: in NYC would be amazing.

Donald: sure

Donald: 10031

Helena James: Okay, for that zip code, we do not yet offer services so therefore no stores have been opened in that area.

Donald: hmmm

Donald: what's the nearest?

Helena James: There aren't any coming up. The closest we have to NYC is Rochester.

Helena James: And I would need a zip code to look that up.

Donald: i see

Donald: then i can just have it sent to my apt.

Donald: Pleas?

Helena James: You would have to purchase a whole new device for $99.

Helena James: I actually see in your notes.....

Helena James: There was one shipped on 9/30.

Donald: yes.

Donald: it was sent to a store in chicago

Donald: but the store didn't receive it before i left

Donald: and I was told I could have one sent to my home

Helena James: I see it was actually sent to 6910 Roosevelt Way NE, Seattle, WA

Helena James: That is the address we have.

Donald: what!!!!

Donald: the one this week was sent to seattle?

Helena James: That is the address we have.

Donald: i was talking face to face with the employee at 180 N. Michigan ave in Chicago.

Donald: he was talking to the phone rep

Donald: that's why it didn't arrive on time!

Donald: you sent it to the wrong address

Helena James: Do you have any way of retrieving it?

Donald: that may be tough

Helena James: I understand, otherwise we would have to mark that equipment as lost, and you would be charged for it again.

Helena James: I am trying to prevent that.

Donald: I didn't tell anyone to send it to that address

Donald: at no point did I say, send it to seattle

Helena James: That is the service address we have on file for you.

Helena James: That is why it was sent there.

Donald: I gave two addresses in Chicago, and was advised to have it sent to the store

Donald: i understand you had that address on file

Helena James: Your service address is the default.

Donald: but i did not confirm sending it to that address.

Helena James: I understand that, but this is all we can do at this point.

Donald: let me speak to your manager

Helena James: The delivery has been made.

Helena James: One moment.

Helena James: I have spoken with my manager in regards to this, unfortunately because your device was sent to the service address, and that is used as the default, that is where it was sent. Also, we do not have services available in NYC so you would not be able to use the device there.

Donald: i have been told by two other employees that the device would work in my zip code

Helena James: If you had a 4g+ device with 3g availability, then you could. But the Ispot device is 4g only.

Donald: you sent the device to the wrong address

Donald: i specifically said what address to send it to

Donald: not the default address

Helena James: I understand that, the service address is always the default the equipment is sent to.

Donald: i want to speak your manager directly,

Donald: not through you

Donald: I don't care if it's always sent to the moon

Donald: I was told it would be sent to the store

Donald: what part of that don't you understand?

Helena James: I will get my manager for you, but I am letting you know he will tell you the same thing I am. That is my only point.

Donald: so far no two employees have told me the same thing

Helena James: I understand where you are coming from Donald. I am telling you the information that I am getting directly from the manager, so therefore he will tell you the same thing.

Donald: put him on

Helena James: I am getting him now, one moment, I will need to transfer you.

Helena James: One more moment. please.

Helena James: Okay, I have a supervisor Ben for you, he will explain further.

Donald: Hi Ben

Ben Jammin has entered the session.

Helena James has left the session.

Ben Jammin: Hello Donald. My name is Ben and I'm the supervisor here in chat today. I understand you have some questions about your shipment, correct?

Donald: to put it lightly, yes

Donald: As I know the notes aren't being added to my account, because every rep tells me something different

Donald: I'll catch you up on the pertinent matters

Donald: I was traveling in Chicago

Donald: and needed coverage for 1 week

Donald: I was willing to pay the $25, and was told that the device would work in manhattan as well,

Donald: which is where I am now

Donald: Service started and it worked for 2.5 days

Donald: when the device failed

Donald: I was told that I could have another sent to me or exchange it a store in Rosemart, Il

Donald: but because I was busy with work, which was why I was in Chicago,

Donald: I wan't available to wait at the location I was staying all day to receive a package

Donald: nor could I travel the 2 hours to exchange it

Donald: I went to a chicago store and was told to have it shipped there and pick it up the next day

Ben Jammin: I do understand Donald. Just to clarify you were trying to use your iSpot in the New York City area, correct?

Donald: I spoke with a rep on the phone, was hung up on

Ben Jammin: I also understand your attempts at exchanging your equipment as well.

Donald: No, I was trying to use it in Chicago

Donald: and later in Manhattan, starting yesterday

Donald: I've been here

Ben Jammin: We do have active Clear coverage in Chicago however we have not launched our Clear service in New York yet.

Donald: The rep in Chicago spoke with the rep on the phone

Donald: in front of me

Donald: I was told it would be there the following day

Donald: it was not.

Donald: I was told to come the next day, by the rep in chicago

Donald: He told me that if it didn't arrive on time they would send me another in NY. When i went back before my flight the store was not open

Ben Jammin: One moment please Donald while I review the status of any equipment exchanges on your account.

Ben Jammin: Just one moment longer please Donald.

Ben Jammin: I do show that an exchange was done however the equipment was sent to the service address on your account. The reason this was done is that we send equipment to the service address where the service is said to be used to avoid any issues with users attempting to order service in non-coverage areas.

Donald: I was never told that

Ben Jammin: In this situation I see that there are notes stating that you wanted to have the equipment shipped to a specific location however it looks like when the store in Chicago called back to finalize the exchange, the agent they were speaking with was not provided that information.

Ben Jammin: I apologize for any inconvenience this may cause Donald however since we have shipped you a device, I can not resend another device to another location as this would be providing you with two devices for one service.

Donald: Really?

Donald: So far you provided me with no devices

Ben Jammin: You did say that you were in New York and wanting to use your iSpot there however there is no 4G coverage launched in that area yet so you would not be able to use that device.

Donald: ha!

Ben Jammin: I do show that the tracking number associated with the equipment exchange states that the package was delivered to your service address successfully.

Donald: ok. So you sent the package to somebody, even though I and ONE OF YOUR OWN REPRESENTATIVES told you to send it TO ONE OF YOUR OWN STORES!

Ben Jammin: We send the package to the location that you provided us to be where you were using the service.

Donald: It would seem sending it TO ONE OF YOUR OWN STORES would be more secure than sending it to a default address

Donald: 'Default' means in the event there is no other

Donald: default option: an option that is selected automatically unless an alternative is specified

Donald: according to princeton

Ben Jammin: Yes Donald however it looks as if when the store called to confirm the exchange that the information about wanting to be send to the local Chicago store was not provided to the agent who did the exchange.

Ben Jammin: Thank you for that clarification Donald.

Donald: that is no true

Donald: First,

Donald: if your rep in the store made the mistake

Donald: or if your rep on the phone made the mistake

Donald: they're both your reps!

Donald: It's not my fault

Donald: here's the name of the associate

Donald: Tina Georgopoulos

Donald: Your notes on the account

Donald: should clearly show the oversight was on behalf of Clear

Ben Jammin: I do apologize for the inconvenience Donald however even if the equipment was shipped to the store to ensure you had your device to bring to New York, you would not be able to use the device in New York as we have not yet finalized the launch of our Clear 4G service there.

Ben Jammin: Would you like to update your service address on your account to avoid any future shipment issues?

Donald: I've already updated my address

Donald: Ben, two things to add to this fiasco

Donald: 1.

Donald: I'm going to report this to the better business burea

Donald: bureau

Donald: 1.5 I'm going to contact the reps in chicago

Donald: 2. I'm posting this conversation on my blog

Donald: Is there anything you want to add?

Ben Jammin: I do apologize you feel this way Donald however we did ship the equipment to the address you have listed as your service address which would be the address where you utilize our service at.

Donald: The readers will be able to see that in above conversation

Donald: Is there anything else you would like to add

Donald: ?

Ben Jammin: Donald I apologize however since the device has already been delivered to your service address I can not resend you a new device as that would be providing you with two devices for one service. I would be more than happy to ship that device to any location you'd like if we had not already shipped one. If I was to do so that would be actually providing you three total devices if we include the original one you were having issues with.

Donald: I would be happy if I had in my possession 1 device that worked

Ben Jammin: If I was to ship you a new device, it would be a total of three pieces of equipment listed on your account as we have not received the original device back, and the second device was shipped to your address that you provided us as to your service usage location.

Ben Jammin: I do understand Donald and I apologize for any inconvenience this may cause you and the original issue with the defective equipment however, we have sent you a replacement device to the address you provided as your service usage location.

Ben Jammin: Even if I was to ship you a new device to New York today you would not be able to use that device in New York as there is not available coverage there to be utilized.

Donald: I understand it's not useful in NY, but I do see that in near future it would covered.

Donald: Currently, any device does me no good,

Donald: and in the future this broken device does me no good

Donald: but in the future, I'm not going to do business with Clear

Ben Jammin: I understand Donald however there is a brand new device that was delivered to the address you stated that you will be using the service at.

Donald: No, I did not state that address. I stated a Chicago address

Donald: Your reps should have updated the address on my account

Donald: If you have nothing new to say, I've got to go

Donald: 4 1 hour+ conversations with Clear is killing me

Ben Jammin: I show the billing address on your account to be listed in New York and the service address listed in Seattle Donald.

Donald: Oh, I know what you can do. You can end my service, permanently.

Donald: No more hibernation, no more pausing it or whatever you call it.

Ben Jammin: I do apologize Donald however any cancellation request is handled by our Account Services department.

Ben Jammin: They are available at 1-888-888-3113 option 4 M-F from 9am to 8pm.

Donald: great!

Donald: Have a good weekend.

Ben Jammin: Is there anything else I can assist you with today?

Donald: You're so ambitious.

Clear Fails (Part 1 of a Mini-Series)

2010-10-02T06:56:00.000-07:00

I'm beginning to understand why 'clear' aka clearwire is a hated company. The first note I should mention is that of all the Clear representatives with whom I've spoken, no two reps have told me the same thing. Second, it's almost understandable that my conversations with them have all become at least 1 hour long. This is due to the number of notes on my account detailing all the failures and troubles I've had. Not surprisingly, they don't follow the notes and instead continue to fuck up. In a star rating system, these guys are a meteorite.

Here's a transcription of the beginning of device failure and the ultimate demise of my business with Clear.

Chat Transcript

Hello Donald. Please wait while we find a CLEAR specialist to help you.

Your question is: no reception--only red light--suddenly!

All agents are currently busy. Please stand by.

An agent will be with you in a moment. Thank you for your patience.

The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

An agent will be with you in a moment. Thank you for your patience.

The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

An agent will be with you in a moment. Thank you for your patience.

The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

An agent will be with you in a moment. Thank you for your patience.

The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

An agent will be with you in a moment. Thank you for your patience.

You have been connected to Dave Jingles.

Dave Jingles: Hi Donald! I'll be happy to help you today!

Dave Jingles: May I have the phone number associated with your account, please?

Donald: yes!

Donald: hummmm

Donald: I don't know it

Donald: of hand

Donald: where would I find it

Donald: ?

Donald: on the clear website?

Dave Jingles: Can I please have the first and last name on the account?

Donald: Donald Daedalus

Dave Jingles: Thank you Donald, one moment please?

Dave Jingles: There is a security question on the account: What is your mother's middle name please?

Donald: XXXX

Dave Jingles: XXXXX is the number on the account sir.

Dave Jingles: We will need to ensure that you are connected to your hotspot to begin troubleshooting. Please use your computer to connect to the wireless network named "Clear Spot ###".

Donald: ok, but it's not connected, it has a red light

Donald: will we be able to chat still?

Dave Jingles: If you disconnect?

Donald: well, if I try to connect to that signal, I think we'll lose the internet connection, right?

Dave Jingles: Is it blinking?

Dave Jingles: Can you tell me if it's solid?

Donald: no

Donald: it's just solid

Donald: red

Donald: with half blue

Donald: that says it's on

Dave Jingles: 4G Solid Red Connected, weak signal

Dave Jingles: Wi-Fi Solid Blue Wi-Fi On

Donald: ok

Donald: so you're saying i should connect with my computer

Dave Jingles: Please open a web browser and navigate to http://192.168.1.1 where you will be able to login using the default username of "admin" and password of "admin".

Donald: ?

Donald: k

Donald: it says that i need a wpa password

Dave Jingles: Let's try to get that ispot moved around to see if we can get a better signal. You might have to have it up in the air, on top of something.

Dave Jingles: admin is the password.

Donald: two things dave

Dave Jingles: Sure.

Donald: 1st, i've had the ispot in the same position/location earlier today, yesterday, and the day before and it had great reception

Donald: 2nd, while carrying it my bag today, i noticed it had come on and wouldn't turn off. I think that something was pressing the button and may have reset the device,

Donald: partly because i renamed the network

Donald: and now it's back to it's default name

Donald: also, i changed the password

Dave Jingles: Finally, we will need to reset your hotspot device. To do so, please press and hold the power button for approximately 10 seconds at which time the multicolor LED will flash green and change to solid green. Release the Power button and the Clear Spot 4G will turn off confirming that your hotspot has been reset to default settings.

Donald: i think it's been reset

Dave Jingles: You might need to reset it again.

Donald: ok.

Dave Jingles: If that don't work please come back and we can solve this issue for you.

Dave Jingles: Is there anything else I can assist you with today?

Donald: i'm holding the button...

Donald: no light changes

Dave Jingles: Your using the device to chat with me?

Donald: still holding

Donald: no

Donald: other network

Donald: still holding

Dave Jingles: Please hold that reset button for 10 seconds.

Donald: after 45 seconds

Donald: nothing happened

Donald: what now?

Dave Jingles: Have to took the battery out and left it for a couple minutes?

Donald: i'll try that now

Dave Jingles: Okay.

Dave Jingles: Please let me know.

Donald: i'm putting it back in!

Dave Jingles: Okay.

Donald: all red light

Donald: solid

Donald: no blue

Donald: back to half and half

Donald: shall I try a reset?

Dave Jingles: Yes please.

Donald: no turning off

Dave Jingles: Still not resetting?

Donald: nothing

Donald: 30 seconds holding down the button and nothing

Dave Jingles: Okay, can you please try to reset like you would normally.

Donald: holding it for 10 seconds?

Dave Jingles: Yes, then just continue the reset information.

Donald: dave, it doesn't flash green

Donald: nothing happens when i hold the button for 10 seconds

Dave Jingles: Okay, one moment.

Dave Jingles: Please just another moment.

Dave Jingles: I will transfer you to tech support Donald, one moment.

Donald: you weren't tech support?

Dave Jingles: I'm sorry im not.

Donald: this whole time I thought you were tech support

Donald: so you are just a regular clear customer service rep?

Dave Jingles: Yes sir.

Donald: Dave, you broke my heart.

Donald: thanks for the help

Dave Jingles: Sorry, about that sir.

Dave Jingles has left the session.

Please wait while we find an agent from the Tech department to assist you.

The next available Agent will be with you in a moment.

You have been connected to Megan Overturf.

Megan Overturf: Hi Donald! I’m sorry you're having issues. Please give me one moment to review this chat.

Donald: megan, are you tech support

Donald: ?

Megan Overturf: Yes Donald, I am a Tech Agent.

Donald: alright, just making sure.

Donald: I've been chatting with Dave, a regular guy posing as a tech support

Donald: do you have access to the previous chat or shall I familiarize you with what's been up?

Megan Overturf: I am going over it now, one moment please.

Megan Overturf: Thank you for your patience Donald. I understand that you are unable to connect to your iSpot and are unable to reset it, it was accidentally reset and now will not reset when you try to reset it, correct?

Donald: i believe that to be the situation

Donald: it is functional

Donald: in the sense it transmits a signal

Donald: but no connectivity or button functions occur

Megan Overturf: I understand and I do apologize, let me just check the towers in your area as well though to make sure there aren't any tower issues causing the red light.

Megan Overturf: Could I have the street address and ZIP code where you are currently using the Ispot please?

Donald: sure, XXX W. Wrightwood, 60614

Megan Overturf: Thank you, one moment while I pull that up on the map please.

Megan Overturf: I'd also like to mention that we've added many time saving features to our phone system and to our website to improve your experience. For example, when you go to Clear.com, there's now a dedicated support page with lots of information to help answer basic questions and technical issues. We'll keep you notified as we continue to enhance our systems. Look for our monthly newsletter for more details.

Megan Overturf: I am not showing any issues in your area, in the previous chat you said that you had tried to reposition it without any better results, is that correct?

Donald: that is correct

Donald: no change

Donald: yesterday and earlier today reception was fine, here and in other locations

Megan Overturf: Thank you for that information.

Megan Overturf: One moment while I check how the device is set up in the system please.

Megan Overturf: Could I have the WAN MAC ID from the white sticker under the battery please?

Donald: XXXXXXXX

Megan Overturf: Thank you, one moment while I double check this with what we have in the system

Megan Overturf: Thank you, that does match. I am going to swap the device for you, the only thing that would be due today is shipping of $9.95 and any applicable taxes, which would come from the card on file, ok?

Donald: wait!

Megan Overturf: Ok.

Donald: I'm in Chicago now, but fly to NY on friday where I'll be living

Donald: however, i rarely have wifi where I'm staying and, dare I say 'need', wifi while I'm here and about

Donald: is it possible for me to go to a Clear store and exchange it there?

Megan Overturf: I cannot guarantee that a local store will have the inventory to swap the device, we usually do have to contact the stores, which are usually open until 5pm, you can call us tomorrow or contact us through chat to have us contact that store for you.

Donald: ok.

Donald: well,

Donald: hmmm.

Donald: what time do you open in the morning and is there I number I can call directly to confirm a store, and lastly will this note be put on file?

Megan Overturf: We are on the phones from 9am to 10pm (based on your time zones). The number to contact us at is 1-888-888-3113, option 3 for tech, unfortunately I do not have the direct number to the store. This whole chat will be put as a note on your account, also a summary of the chat, stating that I advised you to call in due to this special situation, to contact a store.

Donald: thank you megan, I appreciate your diligence. I will keep this chat and information on record.

Megan Overturf: No problem, is there anything else I can assist you with today sir?

Donald: I believe not, good evening.

Megan Overturf: Thank you for chatting with me today! If you have any further questions or concerns, please feel free to contact us; we are available in live WebChat 24 hours a day.

Thank you for visiting clear.com. You may now close this window.

Your session has ended. You may now close this window.

wiPhone 3.0

2010-08-19T13:48:00.000-07:00

On the topic of failed dreams, i.e. the lack of infrastructures for certain technologies, I did upgrade my wiPhone to 3.0 with Clearwire’s iSpot. If you’ve heard of Clearwire, you’ve heard how much they suck. I’d like to complicate that notion, a little, and say, “Maybe they don’t?”

It’s rare that I read a newspaper in paper form. I hate the ink, the feel, the smell, the rubbish lying around my house. The wiPhone is fine, a little too small for totally easy navigation (I don’t have an iPad). But it was in this antiquated medium where I found a fullpage advertisement for the future. Or, a step toward the future.

iSpot. It’s a portable wiMax router that relies on that network to transmit wifi. The idea is perfect for the wiPhone. The gadget itself costs $99, but this advert was saying ‘one-day only sale--$25’ and then $25/month for unlimited usage (not this 2 gig thing that At&t has recently imposed). Month to month, no contracts; I liked that. I called and got through to a customer rep pretty easily, they overnighted the device to me, and even gave me a free two-week trial. There is normally a $35 activation fee, but they waived it. It’s also possible to lease the equipment for $2.50/month, but with this deal, I wanted to tinker with it.

I should mention that before I called I checked the reviews and 90% of them were one star, often wishing that there were a ‘no-star’ rating. So I was apprehensive to say the least, but my curiosity got the best of me as well as my hope to dance circles around the telecom competition, At&t, Comcast, et al.

Where there was coverage, for example downtown Seattle, the iSpot actually worked pretty well. I found in a moving vehicle, it was not as good, but still there was some. I even got coverage on Vashon Island.

Here’s where Clear failed: the online customer assistance. I’ve copied the chat here:

Hello donald. Please wait while we find a CLEAR specialist to help you.

Your question is: having problems signing in first time

All agents are currently busy. Please stand by.

An agent will be with you in a moment. Thank you for your patience.

The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

You have been connected to Kylle Jenkins.

Kylle Jenkins: Hi donald! I'll be happy to help you today!

donald: k

Kylle Jenkins: I can assist you with your tech issues tonight Donald! (apparently loves exclamation marks)

Kylle Jenkins: May I have the phone number associated with your account, please Donald?

Kylle Jenkins: Thank you Donald, one moment while I bring up your account information.

donald: xxx xxx xxxx

donald: still there? (super long wait time~5 minutes)

Kylle Jenkins: Yes, I am just looking over your account. (another minute later)

Kylle Jenkins: So you are having an issue signing into your online account?

donald: y

Kylle Jenkins: So you are having an issue signing into your online account?

donald: again, you have chosen the correct question

donald: how about troubleshooting?

Kylle Jenkins: Well is there an answer you can give me? If so I can provide you that answer, in a matter of moments Donald.

donald: i tried to sign in

donald: using my account name 'donald'

donald: and the last 4 of my billing method

Kylle Jenkins: One moment please./

donald: and it says that it doesn't recognize me

Kylle Jenkins: Could you please verify the last 4 digits of the credit card on your account?

donald: xxxx

Kylle Jenkins: Username: ddaedalus

Password: tmp-xxxxxxxx

Kylle Jenkins: That is the last four of the billing and those are your username and password!

donald: thanks

donald: also

donald: if my ispot

donald: is blinking red

donald: and part blue

donald: on the light

donald: that means i'm not getting very good reception, right?

Kylle Jenkins: That means that it is trying to connect.

donald: ok

donald: thanks for your help

Your session has ended. You may now close this window.

********

The next problem that occurred was the device wasn’t functioning as described in the accompanying literature. It wouldn’t connect or it woudn’t stay connected. It turned out that I had to update the firmware on the iSpot, which was easy enough. After that it worked fine. I guess they were so busy getting the gadget out to me that they forgot to update it. Clearwire, you are forgiven.

So what I was looking at is, since I still had Skype's $10 plan of unlimited calling and voice mail, the total telecom bill would be $36/month and include data. Per month that’s $28.99 less than At&t. Per year, $347.88. At age 27, with an average life expectancy of 82, though cut in half by the cancer I'll get from cellular radiation, that's a savings of $9,566.70. Just about enough for the first payment of my future cancer treatment.

While Clear worked well enough in Seattle, checking out the national coverage, since I was soon moving back to SF and later NYC, I found huge patches. The infrastructure for Clear just isn’t there yet. Basically, wiMax has much further transmission ranges than wifi, more like miles than feet, so perhaps the infrastructure to support coverage will be able to be set up faster than the nearly decade its taken to get wifi everywhere, or even cellphone coverage.

I’ve read in multiple places, including Clear itself, that they plan to expand to NY by the end of 2010, and get up to 120 million users. That’s been the magic number: 120 million. It must to claiming to offer an alternative to these cities like SF and NY where people don’t really have a choice between ISPs; either the coverage is horrible or you have to go with a huge provider who is much more expensive, but not that much better, in fact barely acceptable. Again, a failed technology. So, I like the idea that Clear is trying to squeeze into these markets, and maybe even appeal to people who don’t want to pay for both Internet and voice on their phones (though computer/laptop wifi must be supported by a different Clear device—iSpot works only on Apple’s iPad, iPod, and iPhone).

What I’d love to have happen is get Clear in NYC and then figure a way to be able to tether my wiPhone 3.0 with my Macbook pro. But, for the time being, there is no Clear coverage in SF and NYC so my plan is in hibernation for the next three months, and the wiPhone goes back to version 2.0.

wiPhone 2.0

2010-08-18T12:28:00.000-07:00

I didn’t get a non-contractual At&t subscription out of fear of breaking down in the middle of nowhere, or that some anonymous emergency would require I call the police. In my experience, when you really need to call someone, there isn’t reception or time anyway. I got the one month subscription because I feared being ‘internetless’ for the month-long roadtrip on which I was about to embark. Maybe fear isn’t the right word: we’ve all been without Internet, since most of us grew up without it. Maybe ‘dread’ is more appropriate. I dreaded the suckiness of knowing a certain convenience existed yet being without it. Okay, dread isn’t quite right either. I preferred having Internet.

I stormed into Lloyd Center (the biggest mall in Oregon), bee-lined to the At&t store, waited for the first available service personnel and stated my desire. I wanted the minimum number of minutes, the maximum amount of data, no text, no frills. Just that. And I had my own phone (wiPhone 1.0 –iPhone 3gs). I didn’t want to start a contract, I just wanted one month of coverage for the roadtrip.

My prior research had concluded

450 minutes - $39.99/month

2 gigs - $25/month

$64.00+tax/month

The rep’s explication began with the fact that there is no ‘unlimited data’ but rather 2 gigs (now 5 gigs), which is enough for most people. Whatever. I was prepared to pay the price. But then he mentioned an activation charge of $35. Suddenly, Internet didn’t sound so necessary. He wanted me to pay 50% more just to get started? I needed some time to think it over.

I walked out of the store and pondered the question. I considered At&t’s calculation: once someone had paid the activation fee, they’d be less likely to leave after only one month. One would have to spend more to pay down the activation fee ratio to service cost. I thought this was a cheap shot. In fact, I was in the worst situation because I had paid full price for the phone, with no discounts in relation to a two-year contract, with the sole intention of not paying a dime to these suckers.

I stopped at an At&t booth in the mall and asked the rep if a 3gs jailbreak and unlock had been released in the last week since I’d last checked. He had no idea. I was in foreign territory. But then I told him what I was trying to do and he very non-chalently said, “We can waive the activation fee.” Really?

The clincher in this situation seemed to be that this was not really an At&t store. It was just some booth managed by this guy, who didn’t really care about At&t. He was an authorized dealer but more interested in getting a sale (probably due to some commission) than adherring to some stupid stipulation. I encourage anyone doing anything with a cellphone to double check with authorized dealers for such go-behind manuevors.

I was signed up in 10 mins and ready to go, though the actual 3G took another hour of talking on the phone to At&t. That’s a whole other story altogether.

The next day I was on the road, and that when where the technology let me down. On the road, outside major metropolitan areas, there are many places where 3G coverage fails, edge might work, but probably not, and even where cellular reception just doesn’t work at all. This is what awakened me to the failure of the iPhone dream.

When you get a data plan you’re thinking, “Great, Internet anywhere I need to go.” You learn pretty soon that it’s either too slow a lot of the time or, even in many metropolitan areas, there are dead spots. I’d be interested to see how many places where there is no 3G coverage but some wifi signal (albeit password protected) in the world. I guess with this querry I’m already dreaming of a technological utopia where people know that, unless you’re gaming live or watching Netflix, having an open network doesn’t really degrade your Internet speeds that much and/or even password protected networks degrade at times when other people on other networks by the same ISP are heavily using it. Another technological failure.

Back to the first failed iPhone dream. 3G sucks. Actually, the iPhone in general is a failed dream. With the promise of the Internet in the palm of your hand, anywhere you go, you find that the processor isn’t as fast as many computers (handheld failure) and that the infrastructure of cellphone towers/data service is subpar.

Also, most of the apps are poor substitutes for original sites, since the apps lack many capabilities—like not being able to change your location on Facebook. I understand the need for resizing and re-organizing websites for the screen, but they often look too much like a tree of variables, constrained to the capabilities of the hardware.

So when the dream was dead and I returned to civilization I ended my one-month contract. FYI, if it’s the last month of service, you can’t end at anytime and get pro-rated back what you didn’t use: most cellphone providers make you sit out till the end of the final month.

wiPhone

2010-06-23T16:58:00.000-07:00

In an effort to minimize redundant utilities (and other reasons--see below), I've decided to leave the world of contemporary cellular technology. In fact, I may be coining a new term: "wiPhone". The term is an obvious homage/hybridization of 'wifi' and 'iPhone'--two technologies that make this conversion possible.

Using Skype's call-in/out services, I'm now telecommunicating strictly via wireless network--sort of like a landline wherever wifi exists. As already pointed out "wiPhone" may force the question of why decided to make this move. Hopefully, this manifesto will elucidate my motives.

Rationale (in no particular order)

-Vote of No Confidence

I have little or no faith in FCC regulations. What are the side effects of a 50 years of cellular radiation? No one knows because the technology hasn't been around that long. No. Maybe?

-Cost Effectivity

Skype's unlimited calling to U.S. and Canada from anywhere is $11/month. Tmobile 600 minutes + text messages is $50/month (including taxes, fees, etc). That's $600/year for the next 43 years I plan to be alive: $25,800 prior to inflation and medical costs compared to $5,676. Also, I'd be surprised if there doesn't come even cheaper, if not free, VOiP services.

-Globality/Globalization/Globalism

Can be reached anywhere in the world (am I leaving the U.S. again? I don't know, but if you throw money at me, that may make me stay)

-Video Calls

Remember Demolition Man? Back to the Future 2? Both foresaw video calls. So has the new iPhone

-Etiquette

Let's face it: most of the places we find others using cell phones is just annoying. Cars, grocery stores, sidewalks, park benches. Has anyone really had that much that needed to be said and couldn't wait until they got home? (FYI even without a wireless contract you can still make 911 calls.) Perhaps we're just not used to hearing stories of minutiae in the public sphere; perhaps the younger generation will be enthralled with the epic tails of corporate life while riding the public transit. I, however, am not. Actually, I've noticed almost everywhere that fixed phones didn't exist, I find phone usage annoying. Maybe there's a pattern there: social scientists unite!

Effects (in order of greatest to least concern)

-Saved Money, et al.

-Less connectivity

At least at the moment. Who knows what technology will wins the next battle--city wide wifi or wimax or even my idealized device of infinite capacity that stores all the internet in the palm of your hand. One thing that is certain: I'm not satisfied with cellular/wireless technology as it stands today and I'm not going to pay upwards of $100/month for the both of them.

-Requisite improved planning

No more "I'll call you when I get there". Some concept of immediate future will be necessary. I'm fine with that. I hope you're willing to take this leap of faith with me.

Is this a "good idea"? I'm not sure, but it's an idea, nonetheless, and I'd like to test it. Indeed, exactly two calendar years ago, one Jenny Fitzsimmons had the idea of canceling her cell phone. I've become sympathetic to some of that idea's parameters while supplementing it with other ideas.

This manifesto isn't intended to proselytize. I just like to explain the circumstances I'm going to enter.

If you're interested in also getting a wiPhone as an alternative to cellphones here's what you'll need:

-A phone that can receive wifi --iPhone, NexusOne, et al. (Now's a great time to buy previously owned iPhone 3GS since many will be selling them to get the new iPhone)

-wifi--home or outside (upward of $60/month from Comcast...ouch)

-VoIP-skype or something where you can call ($11/month for unlimited calling and a voicemail to catch messages when you're away from a network)

-TextPlus-I recommend this free app that sends texts to and from a wireless iPhone

Flickr

2009-07-28T17:15:00.000-07:00

From Flickr Uploads: documenting the process or procedure that one must do for a particular relationship with the site.

A user wants to use Flickr, or any participatory site for that matter.

Like a map, a site intends how a user uses the site.

Like a map, the intended use of a website is its constraint.

One doesn’t plan a walk through the park with a map of a hotel.

Actually, the similarities between following the computations of a website (or computers in general) and maps is startling.

As stated earlier, both firmly locate the user into a role; both’s success is contingent on the accuracy of realizing what is initially conveyed as the intention; both negotiate aesthetic with purpose.

The user goes through the process.

The button says, “click here,” a click there occurs.

With repetition the process of input is subsumed by the cognizant enjoyment of the output.

To the user the importance is not the input, the procedure, so much as the output, the content or result.

With repetition the process largely becomes habitual navigation.

Like a habit, the process is subsumed by stimuli.

It is not until that the habit itself is explicated and examined, which most likely comes from a dissatisfied realization of the outcome or alteration, does the habit become supplanted, suspended or changed.

In Flickr, while the content varies, i.e. the photos, the input process is repetitive, learned and forgotten to a point of automatization.

That is not to imply that he outcome is not expected as well.

The result in this case is seeing an uploaded image in your photostream.

With repetition, even as early as the first consecutiveness, one can determine most of the conventions (appearance, organization, etc.).

One can extrapolate that computing is a set of user expectations at the site of confined input/output commands.

And maybe there’s something to sharing, too

Public Privacy – 88 Men’s Rooms Throughout Seattle (2004)

2009-06-23T17:54:00.000-07:00

Domestic abuse is taken as tearjerker or an audible musing. Because it’s usually perceived as a helpless female who’s dominated by an abusive male, the tearjerker perspective is much more common. Tales of females abusing males come anecdotally and, in my experience recounting the statistics surrounding the issue, is quickly dismissed as a legitimate issue.

By invading a private space, a toilet stall, in a public restroom, and scribing the message “You Are Not Alone” followed by the URL of a male domestic abuse support group, I recreated the social phenomenon of how male domestic abuse is received: whimsical and then confrontational. This text was whimsical in its location and presumed meaning that you, the person in the stall, were not alone. It was confrontational in the sense the participant most likely had to address the message by the nature of the activity in that location and would soon find their presumption of the meaning to be entirely unfounded. Guilt may not be quite the right word to describe unraveling the message, which had saturated several layers of toilet, presumed to be a jest and finding its intentions were philanthropic.

Sweatshop (2004)

2009-06-23T17:18:00.000-07:00

Location: NikeTown (Pike and 6th Ave), Seattle, WA

Duration: 6 hours

Equipment: A plastic funnel with a plastic tube attached. Mason jars.

Participants: Nike, laborers, artist, audience.

Premise: Dressed entirely in Nike apparel, I ran in place, collecting sweat via the funnel/tube apparatus. During the performance jars of sweat were available for sale. The cost of the jar of sweat was discussed with each prospective buyer.

No sweat was sold.

Web Nexus

2009-06-10T09:43:00.000-07:00

It’s called ‘interface,’ but that’s tech-talk for ‘visual.’ Already we have to clarify which vocabulary to use. That’s where Web Nexus began. My first website, www.donalddaedalus.org, which quickly changed to .com, assumed many of the nuanced conventions. Even the change from .org to .com was motivated by these nuances. An alternative would have been .net. You don’t have to be an organization to have .org, which is ostensibly used to signify to visitors your business’s status. But since there is no “.artist” many visual artists have chosen .com, which is either apt, in that they are business people, or ironic since they wish they sold work to warrant the suffix. Is it telling that .com is the largest gTLD (generic top-level domain) in use or is it a question of generic?1

Some of the other visual and conceptual conventions I sought for my artist website regarded color, font selection, layout (navigation, content, et al.). Again, I wanted something clean, meaning visually discernable, focused, in the photographic and academic sense. They all testified the luddite stoicism that is stereotypical of fine art creator.2

It’s a wicked combination, the visual artist, wrought with the generations of personalities and misconceptions, and the web designer whose maximums are re-iterated like swanky business jargon. It should be clean. It should easy to navigate. It should be memorable. It should be X. If you can’t think of a color scheme, go with white, black, and red because it looks good (does it?). Of course, it’s been these self-perpetuating maximums, each individual site testifying to its peers, “This is how a website should look,” that, largely, has made the internet look as it does today.

You put these two prescribed and prescribing groups, artists and web designers, together and you have your visual artist website. You have http://www.donalddaedalus.com/fine_art/2009/churchshitler1.html

It likens to an online portfolio with a business attached.

Again, that already assumes how the website is going to be used. We’re going to see their work, if we like it (or not), we can contact them. There are variations within this small realm. There is the flashy, dazzle-you-while-you-visit sites and there is the stark image-sur-le-blanc. Lately, I’ve noticed some visual artists have begun to appropriate blog space, as musicians appropriated MySpace.

But every medium has what could be considered its neutral or default; neutral not in the universal sense, but specific to each medium. In drawing it’s the blank drawing surface. In sculpture it’s the unsculpted form. In the internet it would a blank webpage…but that wouldn’t be much of a website!

I approached Web Nexus with the intention of unloading the visual conventions of various types of websites as well as creating something that operated not strictly as a website but a juncture of my presence on the internet. My presence included some examples of how I (and others) use the internet, and how my presence, whether personal data or art projects, look different in these different contexts. My intention is not to be thorough, utilizing or cataloging every type of web space, that would be a separate project altogether, but to survey some web space and examine the disparate visual conventions. At Web Nexus these conventions sit in a simulated neutral parent directory, allowing the viewer to select the format through which to experience my web presence.