What is wrong with Sprint?
A few months ago I became a Sprint customer after three very unpleasant years with Verizon. I thought that Sprint, being one of the smaller and better-regarded cell companies, would be a big improvement, not to mention cheaper than Verizon, with all the nickel and dime data plan tactics they practice.
So far, cheaper has proven to be true. But the customer service experience has been a nightmare.
About a month after I received my LG Optimus S, Sprint pushed out the Android 2.3 (Gingerbread) update. No option to accept it, just a dialog box on my phone early one morning stating that my phone had been updated and needed to restart. Immediately after my phone booted up again, I started experiencing problems. The most noticeable for me was ridiculously bad Bluetooth connectivity. I tend to notice this because I use my phone as my primary MP3 player and Podcast client, and I connect to my car stereo via Bluetooth. It would constantly disconnect, multiple times during my commute, and always required a complete restart to fix.
The other huge issue was battery life. The Optimus S would consistently have about 70% battery life after an hour commute in the morning with constant use. After the 2.3 update, the battery would barely make it the entire drive. Charging was erratic, sometimes not having a full charge even after being plugged in for 8 hours.
Other issues experienced with some level of frequency were poor Wi-Fi connectivity, poor 3G reception, even in areas that previously had full bars, and one particularly annoying issue where I could no longer adjust the volume while in a call. The phone just defaulted to max, causing me to need to hold the phone away from my ear during calls.
I work with technology for a living, and consider myself a fairly smart guy, so I searched online for solutions to these issues first. I found a thread in the Sprint support forums where other people were saying they had experienced the same issues, and even worse in some cases. Some people had completely "bricked" phones that were unusable.
I started trying some of the suggestions in the forum thread, including factory-resetting my phone, clearing caches, etc. The issues persisted. My phone, while certainly not as bad as some other customers were experiencing, was essentially useless for what my daily needs were.
Once I realized none of the suggested fixes were working, I started communicating with Sprint through the multiple avenues they provide. From the start, the message was inconsistent, with one exception: Sprint was taking absolutely NO responsibility for this issue. They blamed Google and LG, suggesting on more than one occasion that Optimus S users should contact them directly. Even in my most recent interactions via Twitter, Sprint always makes a point of mentioning that it is LG's problem, and they are the ones who have to fix it. There's a problem with that, however. My relationship is with Sprint. I don't have any kind of direct relationship with LG, and I certainly don't have one with Google, at least as it pertains to my phone support issues. I signed a two-year agreement with Sprint, and accordingly I expect them to be my single contact for issues that arise.
The inconsistency in response from Sprint has been maddening. At first they denied the issues, then they blamed everyone but themselves. When people started complaining louder they finally admitted there were problems, but wouldn't take ownership, and the response was, "You'll just have to wait for the fix to come out." You also will get different responses based on who you talk to. E-mail support tends to do nothing but regurgitate terms and conditions, while the Sprint stores are clueless, and have told some people they would have to pay out of pocket to get a replacement phone. Phone support seems only concerned with your issue if you're a customer trying to buy an iPhone. I suspect the policy at this point is to deny or frustrate customers until they give up.
The most recent "fix" from Sprint was to post a downgrade to Android 2.2 on their website, and direct customers there to correct the issue themselves. I have done this, and the phone is working marginally better, however I still have way more lock-ups and restarts than I did when I first started using the phone (at least three per day). It's a poor experience for any customer.
In my specific case, my request to Sprint thus far has been this: Allow me to switch to a different model phone. I have stated repeatedly that I will pay the cost of the phone that I would have to pay if I were a new customer. In other words, the subsidized price. I have also indicated to Sprint that they need to credit me for a month of service, as that is approximately the amount of time that my phone has been working erratically, and I want my current contract dates to remain effective. No starting my contract over with a replacement phone of a different model. I don't think these requests are unreasonable, given the lousy experience I have had with Sprint so far. I'm not asking for free iPhones or months of free service. I just want Sprint to make a very bad situation right. I don't care whether Sprint or Google or LG caused the problem. That is not my concern. My concern is that I have been a Sprint customer for three months now, and my phone has only worked properly for two of those months.
I am continuing my public requests to Sprint through their Twitter account (@sprintcare). I am reminding them daily that they need to make this right, and not just by fixing the problem. The time where that would have sufficed has passed. Optimus S customers such as myself have been dealing with poor service for a month now. Expecting us to pay for something that doesn't work is ludicrous.
I will update if I get any response from Sprint on this issue. I hope to be able to say that they have made it right. I'm not very optimistic, though. Prove me wrong, Sprint.
WTF Craigslist: Why do you need photos?
Seriously. What do you need the photos for? My guess is wanking.
Adventures in corporate e-mail….
What happens when a show-off douchebag uses the "Reply-All" button in Outlook? Well, if you have someone in your company with enough balls to call out the douchebag, good times are had by all fortunate enough to receive the e-mail thread.
Please explain….
I'm not usually the type to compare labels, but just for fun, I did today. Can someone at Wal-Mart please explain this?
- Comparing two bottles: Equate Regular Excedrin equivalent and Equate Excedrin Migraine Equivalent
- Both bottles have identical active ingredients! 250mg Acetaminophen, 250mg Aspirin, 65mg Caffeine
- The warning on the Regular Excedrin equivalent states no more than 6 capsules in a 24-hour period
- The warning on the Excedrin Migraine equivalent states no more than 2 capsules in a 24-hour period/li>
- The potential consequences listed on both bottles is "extreme liver damage"
So can Wal-Mart please tell me who I should sue when my liver blows up?
But even more importantly, the two-pack of Regular Excedrin equivalent is $4, while the single bottle of Excedrin Migraine equivalent is almost $6 freaking dollars! It's the same damn ingredients!
As much as I value my liver, I think I'm more pissed that Wal-Mart is marking up an identical product with a fancier label!
CyanogenMod for LG Optimus S
My first couple of months as a Sprint customer have been a nightmare. My LG Optimus S received an update to Android 2.3 (Gingerbread), which broke a staggering number of features. While I didn't suffer some of the most serious issues people reported, such as the phone becoming "bricked", I was unable to use my phone normally for about a month. Bluetooth disconnects, unreliable data, charging issues, reduced battery life, and volume control issues were pretty bad.
After getting no help whatsoever from Sprint (refused to replace the phone, initially refused to roll-back to Android 2.2, told me I would have to wait for a fix but no estimated date), and after having continuing issues despite performing a manual roll-back to 2.2, I decided to take a chance and load a custom ROM. I'm not going to cover what all that means specifically, except to say that using a custom ROM is akin to formatting your name-brand PC and replacing the operating system with a generic version of Windows. In almost every case this will give you a better experience because you remove all the extra crap software that the company puts on it. In the case of Sprint, you remove everything related to Sprint ID, Sprint Widgets, and their other bloat-ware that serves no purpose other than to kill your phone's performance.
Following are the links I found that guided me through the process of installing CyanogenMod 7.1, which is probably the best known of the custom ROMs. There are three required steps, and you need to do these in order. You must first root your phone, then install custom recovery, and finally load the custom ROM and default Google apps. Without getting too technical, these steps allow you to gain root, or admin level access to your phone, customize the recovery tool to allow the backup of your system and loading of custom ROMs, and load the new operating system itself. If you do these steps correctly, you will end up running a clean, fast version of Android 2.3 Gingerbread, free of all the issues that were forced upon us with the Sprint upgrade.
Now for the warnings: If you are careless, don't follow these steps completely, or otherwise behave like an idiot while performing the ROM install, there is a good chance you will brick your phone. There is always a chance of this happening when you do things like this, but they are greater when you do stupid things. Also, rooting your phone voids your warranty, but since Sprint has largely been unwilling to replace phones for affected Optimus S users anyway, that really doesn't mean much. And finally, make backups as each of the steps recommend.
These instructions are not mine, so I won't take credit for them. They were provided by a very helpful, smart individual.
Step 1: Root your phone - Click here for instructions
My notes: This is the easiest step, but the longest. It took quite a while for the Gingersnap program to complete the root process. Be patient and let it finish. Don't unplug your phone from the USB cable. If you do, you may need to pull the battery out to get the phone to boot properly again.
Step 2: Install Custom Recovery - Click here for instructions
My notes: Before you start this step, do yourself a HUGE favor - Go to the Android Marketplace and download the app called Chrome to Phone. If you don't already have the Google Chrome Browser, get it first and install the Chrome to Phone extension. The reason for this will become very clear when you get to the step where you need to run several instructions from the terminal on your phone. You REALLY don't want to have to type all those in on the Android keyboard! If you use Chrome to Phone, you can copy, hit the Chrome to Phone button in your Chrome browser, and then paste (using a long-press) into the terminal window on your phone. Seriously...it will save you a lot of aggravation.
Step 3: Load CyanogenMod - Click here for instructions
My notes: First of all, FOLLOW THE BACKUP PROCEDURES! Don't skip them thinking you don't need them. They are the ONLY way you can factory reset the phone if something goes horribly wrong. Also, two things to note in particular about this version of Cyanogen...It is designed for a slightly different model of phone, so this particular ROM thinks there is a physical keyboard installed. It will prompt you to slid out the keyboard, and at first it seems like you can't get around it. No problem, just hit the home key, or setup your accounts in the accounts screen in settings. It's a small glitch that never affects you again after the initial setup. Second thing to note, the phone this ROM was intended for had an FM radio, so there is a tuner app. Don't think you've suddenly grown a radio. The app is useless. Ignore it.
After you have completed the steps and you restart your phone, you will immediately notice how fast and responsive it is. The hugely annoying (at least to me) Sprint bootloader screen and cricket sound is gone, replaced with a generic LG logo. There's a pretty nifty little Cyanogen animation as well, but that's just the visual stuff. Other than the keyboard issue that I noted above, there was really nothing at all that was unexpected. Initially the setup tried to load some google apps that no longer exist, but it's not a problem just to skip by them and go to the market to install whatever you want. If you use a backup app, recovering everything is a little easier. I know backup is critical for my Dogg Catcher podcast app, so I don't have to load a bunch of feeds manually.
As with any type of modification that has risk, I have to give the usual disclaimers that I'm not responsible if you screw up your phone. Neither is the guy who really did all the hard work on the instructions I'm linking to. If you have problems you are welcome to leave a comment on this post.
Good luck and enjoy your WORKING LG Optimus S!
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Wisdom…
Everyone and their brother has posted something about Steve Jobs at this point. I will not expound upon that any more other than to say, I admired Steve Jobs more than just about anyone else in the world. I am not an Apple fanatic, nor do I own a bunch of Apple products. There is just something in him that resonated with me, probably because I grew up in those years when Silicon Valley was coming of age, and that sense of magic surrounding technology was most prevalent.
Most people have heard Steve Jobs' commencement address at Stanford University in 2005. The video is posted below. I recommend actually reading it, though. Read the words, and realize how much wisdom is contained in this one, simple speech. Words to live by.
I am honored to be with you today at your commencement from one of the finest universities in the world. I never graduated from college. Truth be told, this is the closest I've ever gotten to a college graduation. Today I want to tell you three stories from my life. That's it. No big deal. Just three stories.
The first story is about connecting the dots.
I dropped out of Reed College after the first 6 months, but then stayed around as a drop-in for another 18 months or so before I really quit. So why did I drop out?
It started before I was born. My biological mother was a young, unwed college graduate student, and she decided to put me up for adoption. She felt very strongly that I should be adopted by college graduates, so everything was all set for me to be adopted at birth by a lawyer and his wife. Except that when I popped out they decided at the last minute that they really wanted a girl. So my parents, who were on a waiting list, got a call in the middle of the night asking: "We have an unexpected baby boy; do you want him?" They said: "Of course." My biological mother later found out that my mother had never graduated from college and that my father had never graduated from high school. She refused to sign the final adoption papers. She only relented a few months later when my parents promised that I would someday go to college.
And 17 years later I did go to college. But I naively chose a college that was almost as expensive as Stanford, and all of my working-class parents' savings were being spent on my college tuition. After six months, I couldn't see the value in it. I had no idea what I wanted to do with my life and no idea how college was going to help me figure it out. And here I was spending all of the money my parents had saved their entire life. So I decided to drop out and trust that it would all work out OK. It was pretty scary at the time, but looking back it was one of the best decisions I ever made. The minute I dropped out I could stop taking the required classes that didn't interest me, and begin dropping in on the ones that looked interesting.
It wasn't all romantic. I didn't have a dorm room, so I slept on the floor in friends' rooms, I returned coke bottles for the 5¢ deposits to buy food with, and I would walk the 7 miles across town every Sunday night to get one good meal a week at the Hare Krishna temple. I loved it. And much of what I stumbled into by following my curiosity and intuition turned out to be priceless later on. Let me give you one example:
Reed College at that time offered perhaps the best calligraphy instruction in the country. Throughout the campus every poster, every label on every drawer, was beautifully hand calligraphed. Because I had dropped out and didn't have to take the normal classes, I decided to take a calligraphy class to learn how to do this. I learned about serif and san serif typefaces, about varying the amount of space between different letter combinations, about what makes great typography great. It was beautiful, historical, artistically subtle in a way that science can't capture, and I found it fascinating.
None of this had even a hope of any practical application in my life. But ten years later, when we were designing the first Macintosh computer, it all came back to me. And we designed it all into the Mac. It was the first computer with beautiful typography. If I had never dropped in on that single course in college, the Mac would have never had multiple typefaces or proportionally spaced fonts. And since Windows just copied the Mac, it's likely that no personal computer would have them. If I had never dropped out, I would have never dropped in on this calligraphy class, and personal computers might not have the wonderful typography that they do. Of course it was impossible to connect the dots looking forward when I was in college. But it was very, very clear looking backwards ten years later.
Again, you can't connect the dots looking forward; you can only connect them looking backwards. So you have to trust that the dots will somehow connect in your future. You have to trust in something — your gut, destiny, life, karma, whatever. This approach has never let me down, and it has made all the difference in my life.
My second story is about love and loss.
I was lucky — I found what I loved to do early in life. Woz and I started Apple in my parents garage when I was 20. We worked hard, and in 10 years Apple had grown from just the two of us in a garage into a $2 billion company with over 4000 employees. We had just released our finest creation — the Macintosh — a year earlier, and I had just turned 30. And then I got fired. How can you get fired from a company you started? Well, as Apple grew we hired someone who I thought was very talented to run the company with me, and for the first year or so things went well. But then our visions of the future began to diverge and eventually we had a falling out. When we did, our Board of Directors sided with him. So at 30 I was out. And very publicly out. What had been the focus of my entire adult life was gone, and it was devastating.
I really didn't know what to do for a few months. I felt that I had let the previous generation of entrepreneurs down - that I had dropped the baton as it was being passed to me. I met with David Packard and Bob Noyce and tried to apologize for screwing up so badly. I was a very public failure, and I even thought about running away from the valley. But something slowly began to dawn on me — I still loved what I did. The turn of events at Apple had not changed that one bit. I had been rejected, but I was still in love. And so I decided to start over.
I didn't see it then, but it turned out that getting fired from Apple was the best thing that could have ever happened to me. The heaviness of being successful was replaced by the lightness of being a beginner again, less sure about everything. It freed me to enter one of the most creative periods of my life.
During the next five years, I started a company named NeXT, another company named Pixar, and fell in love with an amazing woman who would become my wife. Pixar went on to create the worlds first computer animated feature film, Toy Story, and is now the most successful animation studio in the world. In a remarkable turn of events, Apple bought NeXT, I returned to Apple, and the technology we developed at NeXT is at the heart of Apple's current renaissance. And Laurene and I have a wonderful family together.
I'm pretty sure none of this would have happened if I hadn't been fired from Apple. It was awful tasting medicine, but I guess the patient needed it. Sometimes life hits you in the head with a brick. Don't lose faith. I'm convinced that the only thing that kept me going was that I loved what I did. You've got to find what you love. And that is as true for your work as it is for your lovers. Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work. And the only way to do great work is to love what you do. If you haven't found it yet, keep looking. Don't settle. As with all matters of the heart, you'll know when you find it. And, like any great relationship, it just gets better and better as the years roll on. So keep looking until you find it. Don't settle.
My third story is about death.
When I was 17, I read a quote that went something like: "If you live each day as if it was your last, someday you'll most certainly be right." It made an impression on me, and since then, for the past 33 years, I have looked in the mirror every morning and asked myself: "If today were the last day of my life, would I want to do what I am about to do today?" And whenever the answer has been "No" for too many days in a row, I know I need to change something.
Remembering that I'll be dead soon is the most important tool I've ever encountered to help me make the big choices in life. Because almost everything — all external expectations, all pride, all fear of embarrassment or failure - these things just fall away in the face of death, leaving only what is truly important. Remembering that you are going to die is the best way I know to avoid the trap of thinking you have something to lose. You are already naked. There is no reason not to follow your heart.
About a year ago I was diagnosed with cancer. I had a scan at 7:30 in the morning, and it clearly showed a tumor on my pancreas. I didn't even know what a pancreas was. The doctors told me this was almost certainly a type of cancer that is incurable, and that I should expect to live no longer than three to six months. My doctor advised me to go home and get my affairs in order, which is doctor's code for prepare to die. It means to try to tell your kids everything you thought you'd have the next 10 years to tell them in just a few months. It means to make sure everything is buttoned up so that it will be as easy as possible for your family. It means to say your goodbyes.
I lived with that diagnosis all day. Later that evening I had a biopsy, where they stuck an endoscope down my throat, through my stomach and into my intestines, put a needle into my pancreas and got a few cells from the tumor. I was sedated, but my wife, who was there, told me that when they viewed the cells under a microscope the doctors started crying because it turned out to be a very rare form of pancreatic cancer that is curable with surgery. I had the surgery and I'm fine now.
This was the closest I've been to facing death, and I hope it's the closest I get for a few more decades. Having lived through it, I can now say this to you with a bit more certainty than when death was a useful but purely intellectual concept:
No one wants to die. Even people who want to go to heaven don't want to die to get there. And yet death is the destination we all share. No one has ever escaped it. And that is as it should be, because Death is very likely the single best invention of Life. It is Life's change agent. It clears out the old to make way for the new. Right now the new is you, but someday not too long from now, you will gradually become the old and be cleared away. Sorry to be so dramatic, but it is quite true.
Your time is limited, so don't waste it living someone else's life. Don't be trapped by dogma — which is living with the results of other people's thinking. Don't let the noise of others' opinions drown out your own inner voice. And most important, have the courage to follow your heart and intuition. They somehow already know what you truly want to become. Everything else is secondary.
When I was young, there was an amazing publication called The Whole Earth Catalog, which was one of the bibles of my generation. It was created by a fellow named Stewart Brand not far from here in Menlo Park, and he brought it to life with his poetic touch. This was in the late 1960's, before personal computers and desktop publishing, so it was all made with typewriters, scissors, and polaroid cameras. It was sort of like Google in paperback form, 35 years before Google came along: it was idealistic, and overflowing with neat tools and great notions.
Stewart and his team put out several issues of The Whole Earth Catalog, and then when it had run its course, they put out a final issue. It was the mid-1970s, and I was your age. On the back cover of their final issue was a photograph of an early morning country road, the kind you might find yourself hitchhiking on if you were so adventurous. Beneath it were the words: "Stay Hungry. Stay Foolish." It was their farewell message as they signed off. Stay Hungry. Stay Foolish. And I have always wished that for myself. And now, as you graduate to begin anew, I wish that for you.
Stay Hungry. Stay Foolish.
Thank you all very much.
Smart-ass techno-elitist…
Waller: "Do you have any whiteout?"
Me: "No. I don't have a telegraph either."
Waller: "..."
Me: "I also don't have an abacus."
Why do I risk the love of a beautiful woman to amuse myself?
Remembering
I was at work in Jacksonville, Florida when the first plane hit the World Trade Center ten years ago. Word got around our small office because several co-workers were from or had family in New York City. A small group of employees gathered in the CEO's office to watch the news on television, curious as to how a small plane (as they were still reporting it to be) could have caused that much damage. As we all stood there, we watched the second plane fly into the South Tower.
Other than a few gasps, no one spoke for several minutes.
The shock of what we had all witnessed never really wore off, at least not for me. More people gathered around that small television to watch, trying to make sense of what we were seeing. The moment we saw the second plane hit, we knew it was not an accident. Then came news of the Pentagon. I remember how vague those first reports were, only indicating "black smoke" and another "possible airplane crash." Nothing definite. Then news of a fourth crash in Pennsylvania. It was incomprehensible.
Of all my memories of that day, the one that sticks with me the most is the fear that struck me when news of the D.C. and Pennsylvania airplanes started coming in. For a moment I wondered how many more planes had been taken, and where they were going to strike. I remember feeling an urge to get home to my children. It was the first time in my life I felt that helpless sort of fear that comes when you realize you have no control over a situation. It was a feeling I don't really care to revisit, much less experience ever again. Terror lived up to its definition that day as I sat in my office, hundreds of miles away from New York City, gripped by fear that somehow that horrible scene could find its way to me and my loved ones.
During the days and weeks following the September 11th attacks, I watched the planes fly into the Towers enough times to burn the images permanently into memory. I've seen the horrible images of people jumping or falling from the towers more than enough. I've heard the morbid details recounted by witnesses and first responders over and over. The events of September 11th are a permanent part of me. For those reasons, I have not felt the need to watch coverage of the anniversaries in the years since. I am certainly not one of those people who subscribe to the notion that we need to see the towers fall every day to be reminded of what was done to us. I remember. I don't need a morbid reminder.
Today on the 10th anniversary I started out feeling much the same way. I didn't really care to watch the coverage on television. I knew they would be replaying video and showing images from that day. As the day progressed, though, I decided to watch some of the ceremonies in New York, Washington D.C. and Pennsylvania. I also watched Twitter, particularly the detailed recounting Jeff Jarvis (@Jeffjarvis) gave of his experience at Ground Zero. I was especially moved when Vice President Joe Biden spoke at the Pentagon ceremony, and again as I watched the short documentary, "Boatlift", that recounted how public and private boat operators came together out of sheer human compassion to evacuate half a million people from the Manhattan sea wall in 9 hours.
And it was during those moving moments when I came to a very simple realization: The legacy of 9/11 is not death and sadness, nor is it terror and human suffering. The legacy of 9/11 is compassion and caring, sacrifice and selflessness, courage and bravery. The outpouring of help that came in the days, weeks and years following September 11th were unlike anything I have ever seen. The acts of heroism and courage that took place that day left me speechless. The horrible reality of how evil humanity can be was overcome by the thousands upon thousands of acts of human compassion and selflessness that took place in the aftermath.
Wounds heal. Pain diminishes. We are left with scars as reminders. Those most directly affected by the events of 9/11 will carry their losses with them for a lifetime, but they will find peace, each in their own time. Those of us who watched the events unfold from a distance will also carry our memories for a lifetime, but with each passing year we will come to terms with them.
September 11th should always be a day of mourning and remembrance, but it can also be a day to celebrate the best parts of humanity: Courage, selflessness, and compassion. There are 364 other days in the year to play politics, point fingers, put up barriers, and find reasons to be intolerant.
Leave September 11th for heroes and loved ones.








