How broken is Samsung UK support?

This is how broken:

  • There are two “types” of requests, both of which link to the same page. This wastes customers’ time.
  • Can’t find my hardware by browsing or searching for the model. I tried three different ones – the long name from the order, the short name from the shop, and the name that shows up in the “about” screen on the device itself.
  • After continuing with the wrong model, I had to fill in my contact details even though I had already registered them.
  • When I tried to submit the form I got a “Tried to send data without session.” error. Resubmitting didn’t work.
  • Intermission: at this point I tried to use the built-in support request functionality on the device itself. After filling in the forms using arrow keys (and reminiscing about the NES days), I was simply told that all available support slots were taken. At this point I could no longer progress in the form. Fuck.
  • Re-opening the form in another tab did work. The experience so far did not exactly inspire confidence, but I still hope someone will reply.
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UK technology fail

Since moving to the UK after living in Norway, France and Switzerland, it seems that this country, more than any other I know of in the Western world, is stuck in the 20th century. Here are some examples encountered in the last few months:

  • Many banks support no other authentication than usernames and passwords. No one-time pads, SMS codes, smart cards or client certificates, at least one of which was supported at all of my other banks. My bank forces you to enter your password at the counter, in front of other customers.
  • Don’t talk to me about Internet banking. Compared to every other bank I’ve used, my UK bank has by far the worst usability. If something fails, it doesn’t give any hint to what happened, and just sends you to the front page. Retrying means finding the same form again and filling in everything. It doesn’t play nicely with any online shops. It takes several days to add every single payment recipient. And its “company search” doesn’t find big UK companies.
  • Usually three or four buses arrive within two minutes, and then none for 20 minutes. Sometimes these clumps even have more than one of the same bus line.
  • Automated check-outs at supermarkets are sometimes OK: They take cards and cash, weigh your items properly, and calculate the sum properly when there’s a discount. However, none of them do all of these, and some of them seem to do none of them.
  • The phone only has a signal when the stars align just right. At home 1-2 bars, at work 0-1 bars.
  • The roads are too narrow for buses to pass, but there’s still parking on both sides.
  • I just ordered something online (via bank transfer since the card doesn’t work for some reason). The confirmation page showed the bank details. The confirmation email showed the final sum. Neither showed both.

Sometimes it’s so surprisingly backward that it’s amusing. Mostly I just wonder whether people care about service at all.

BT VDSL modem linkjacking HTTP URLs

Yet another reason to install HTTPS Everywhere and NoScript: It looks like our BT Hub 4 is linkjacking all HTTP URLs:
NoScript blocking warning

Turns out they just want to show a useless landing page:

BT landing page

This wouldn’t be so annoying if it didn’t happen on every new IP that connects to the hub. Isn’t the proof in the pudding – if the rest of the web works, why is the landing page necessary?

Delicious data loss

After many years, it looks like Delicious will never have support for excluding tags from a search, so when I saw that they had added a “Remove Tag” functionality I finally decided to get rid of all the “toread” tags from posts already tagged with “read”. This didn’t quite turn out as expected:

From: Victor Engmark
To: feedback@delicious.com
Content-Type: text/plain; charset=UTF-8

Dear Delicious Support,

For ease of searching I decided today to remove the “toread” tag from all bookmarks I have already read – That is, I went to the toread+read tags page <https://www.delicious.com/engmark/toread+read>, selected all, clicked “Remove Tag”, carefully clicked only on “toread”, and clicked Save. This I repeated for each page until there was only a single page left. During this process I discovered several bugs, here listed according to increasing severity:

When selecting a bookmark the links above (except “Rename Tag” since it’s sneaky and doesn’t actually just rename on the selected items) are “activated”. That is, they turn blue. After clicking “Save” the page would refresh, all the checkboxes would still be ticked, but the links would still be gray. Expected behavior: When bookmarks are selected (before or after an action) the links should be colored. In the case of some bookmarks it was not possible to remove the “toread” tag. I repeatedly tried, and every time the same bookmarks showed up on the page after the refresh. Expected behavior: It should be possible to remove tags from any bookmark. After selecting the bookmarks mentioned in point 2 and clicking “Remove Tag”, the “Remove Tags” dialog only displayed a single tag: “toread”. Expected behavior: This should behave like for other bookmarks, that is, show all the tags for all the bookmarks. When trying to edit individial items from the bookmarks mentioned in point 2, the “Edit Link Info” dialog doesn’t display the same tags as the toread+read tags page. For example the bookmark “Ryan let’s assume that you blend fiction and reality only on special occasions” <http://www.qwantz.com/index.php?comic=1992> has the tags “toread”, “read”, “comic” and “funny” according to the toread+read tags page, but only “RyanNorth” in the “Edit Link Info” dialog. Expected behavior: The “Edit Link Info” dialog should display the same title, URL and tags as the bookmarks list.
Somehow, instead of removing the “toread” tag Delicious removed the “read” tag! Expected behavior: Remove the tag I requested to remove, and only that.

I’ve now lost seven years worth of records of what I’ve read online! Please help me fix the state of my bookmarks. In case you can’t obtain a diff between the bookmarks of yesterday and today I can provide you with one for reference (I do daily XML backups in case of just such a situation). This procedure should be nothing more than a reversal of the tag removals done in the last 48 hours or so.

Posted to my blog
<https://github.com/l0b0/paperless/wiki/Delicious-data-loss> for
reference.

Sincerely, a long-time user.

Long story short, I’d misunderstood how the feature works: Instead of removing those tags which you leave in the tag cloud, it removes all tags which you remove from the tag cloud! I had thought it was a “remove these tags” feature, but actually it was a “keep only these tags” feature.

Restoring from the XML files was out of question (they only support HTML import now), and they were unable to provide a reference for what such an HTML file should look like and whether tags would be replaced completely (messing up the changes I did since this started) or just added to the existing ones. I guess a migration to Pinboard is finally in order.

Edit: Here’s how I ended up migrating to Pinboard, fixing the bookmarks in the process:

  1. Export delicious.html and create a backup of the file.
  2. Get the URLs and tags of the bookmarks in the XML file which used to have a “toread” tag but have changed since the fuck-up:
    git diff bookmarks.xml | \
    grep '^-.*[" ]toread[" ]' | \
    grep -Eo 'href="[^"]+".*tag="[^"]+"' | \
    sed -e 's/href="\([^"]\+\)".* tag="\([^"]\+\)"/\1 \2/' > url_tags.txt
  3. Make the URLs and tags sed-compatible:
    sed -i -e 's/[\/&]/\\&/g' url_tags.txt
  4. Replace spaces between tags with commas (otherwise “foo bar” is imported as “foo_bar”):
    while grep -q ' .* ' url_tags.txt
    do
        sed -i -e 's/\( [^ ]*\) /\1,/g' url_tags.txt
    done
  5. Loop over each of the URL tag pairs, and create a sed script from it:
    while IFS=' ' read -r -u 9 url tags
    do
        echo 's/\(HREF="'"$url"'".* TAGS="\)[^"]*"/\1'"$tags"'"/;' >> replace.sed
    done 9< url_tags.txt
  6. Replace the tags:
    sed -i -f replace.sed delicious.html
  7. Verify the difference between the HTML backup and the changed file:
    meld delicious.html{.backup,}&
  8. Import in Pinboard

I’m severely disappointed in Unity

Let’s count the ways:

  • Maximizing windows when moving them might be neat, but why not get rid of the button then and use the screen real estate for something useful?
  • Apple wrote the book on usability, but they screwed up when they skipped their own advice and put the minimize, maximize and close buttons right next to each other. That’s fine if closing an app doesn’t actually close the program, but in GNOME it makes absolutely no sense.
  • I just added my Minecraft shortcut to the side bar thingie, but some minutes later something went belly-up and not even a Java process was started when clicking on it. After a restart the shortcut was gone from the side bar.
  • Keyboard layouts have driven me crazy the last couple days. I can’t type “programmer quotes” (actually, single and double tick) without, for some reason, clicking the compose key once. After that it continues working, and it didn’t seem to realize that I had pressed the compose key at all.
  • Where did my freaking weather reports go? Did nobody else use that? There’s not even an option for it anymore.
  • Mystery meat navigation was never fun – Why would a sane person want to hide the main menu of each application?
  • Grouping applications by function was one of the best things about leaving Windows for Ubuntu 8.04.

Fortunately Ubuntu Classic is still available in the login menu. Yay for real backward compatibility!

Usable security tokens

Security tokens are pretty common these days. You know the kind: A credit card-sized piece of plastic with an RFID chip and maybe a magnetic strip to boot. Touch and go! But besides the credit card form factor, are they actually practical? They are brittle, and they can’t be attached to anything without drilling (which would make them even more fragile). Here’s an idea: Get a small RFID chip, and put it into a small piece of ABS plastic with a metallic ring that goes into the middle of the ABS and extrudes just enough to include the whole thing on a key ring (see below). Now if you have an RFID reader somewhere on your desktop, it should be enough to sit close to the desk for it to read the chip. So you won’t end up with a broken card, you won’t have to put your entire wallet (or some other container) in your pocket to protect the card, and you won’t have to leave it on the desk at all.

PS: Is it possible to make stuff like this (with embedded metal, and without destroying the chip) on a 3D printer?

How to teach users the command line

Now that computers are firmly in the hands of casual users, is there some way to teach them how to use the command line without throwing them head first into grep? Of course, anyone with the time and inclination (and someone to contact when they get stuck) can learn to use the shell. Also, of course, there’s an entire spectrum from those who would never touch a mouse to those who would never touch the keyboard if they could avoid it, so there must be room for shifting the bar to entry.

A modest suggestion is to, when possible, show users what is going on behind the scenes to give them an idea of how tools interact and work. Some software like TortoiseSVN, Emacs and Hugin already do this, but those are mostly expert level tools, and I guess rarely used by anyone reluctant to push the mouse into the farther recesses of the desk. Also, they show a ton of output with not much information about what to do to reproduce it. Since the user is not typing the commands herself, she won’t know which line in the output is the command and which are the output without a lot of work (or previous knowledge). So another very useful feature would be to emphasize the commands and tone down the output.

What else could be done?