March 2008

Customer Service FAIL: AMD/ATI

I recently sent a ticket to AMD/ATI about a problem I was having with a recently purchased video card. Their website was extremely confusing, so the ticket went in looking something like this:

Type of Inquiry: PC support
Bus Type: PCI Express
Operating System: WINDOWS VISTA
Driver Version: Other
Other Driver Version: 2007.1220.2143.38732
Category: Solve a Problem
Topic: Display
Sub-topic: Games
Graphics Manufacturer: MSI
Vendor: Not Sure
Application: Other
Application Name: Arx Fatalis
Product: Other MSI (Uncertified)

Summary: Use Centered Timings doesn’t work
Details: Your menu above is really confusing. The version number from the ATI thing is the 2007.1220.etc, but it only gives options for like 8.1, 8.2? Also, my Radeon 2600xt isn’t listed under MSI, does that mean it’s “uncertified?” What does “uncertified” mean?

Anyway, when I turn on the “Use Centered Timings” option for my Dell 20″ widescreen DVI monitor, Arx Fatalis still fills the entire screen when it switches the monitor mode to 1280×1024 (the maximum it supports), distorting the image. What do I need to do to get “Use Centered Timings” working correctly?

I count four questions there. Here’s the response:

SOLUTION

Based on our experience, lockups and hangs issues are usually due to improper
system configuration, driver issues, faulty hardware, or a known issue between
a given application, driver and hardware in use.

Please click the link below for more information:

https://support.ati.com/ics/support/default.asp?deptID=894&task=knowledge&questionID=28022

If the information above does not resolve your issue, please respond to your
ticket in order to get assistance from our qualified support representatives.

Thank you for choosing AMD!

I love the confidently-written word “Solution”, complete with boldface and all-caps, placed directly above a block of text which isn’t even close to being a solution to my problem. Not only did it not answer my four questions, it doesn’t answer any questions relevant to my ticket. I’m sure some computer randomly selected this response based on some keyword in my submission, but damned if I can even figure out what keyword it is.

All I can say to AMD/ATI is:

FAIL

BTW, “Use Centered Timings” actually only works with non-standard resolutions. If you set your monitor to a standard resolution, like 800×600 or 1280×1024, it lets the monitor make the decision on whether to letterbox or scale it. After I put that ticket in, I went to the monitor controls and found the option on my monitor, so the problem is actually resolved now. I wouldn’t mind knowing why ATI even has that option, if it doesn’t work most of the time, but I guess that’ll remain a mystery.

Tech

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Hancock

I like Will Smith. Not necessarily because I think he’s a great actor, but because he has a knack for picking good movies to act in. His worst, I, Robot, was still very watchable and entertaining, assuming you’re not one of those “it’s not like the novel!” geeks.

But his new movie, Hancock, is asking for trouble. It’s a comedy movie with a superhero, or a superhero comedy… and in the entire history of films I’ve been exposed to, I’ve never seen a half-decent superhero comedy. With one exception.

Let’s review. Does anybody remember My Super Ex-Girlfriend? No? Not surprising, since it has a Rotten Tomatos rating of only 41%, and was in and out of theaters faster than you could blink.

(I have to admit, I haven’t seen this movie. The previews looked terrible enough to scare me away. All I really know about it is that it stole the “wielding a shark as a melee weapon” from an issue of Flare:)

Crazy Flare Cover

Disney got into the action with their film about superheros attending a special superhero high school where they learned to control their powers named Sky High. Kurt Russel and a relatively-sizeable role by Bruce Campbell couldn’t save this turkey. I think it’s safe to say I’ve never seen a more formulaic and cliche-ridden movie in my life, although I was impressed by the lengths it went to defeat its own premise in the final ten minutes. (Premise, stated dozens of times: even the sidekicks can contribute and fight crime. Climax of movie: former sidekick can only save school by becoming a full-powered hero. Hypocrites.) Rotten Tomatos, surprisingly, gives this one 73%, and I have no idea why.

Next in line, we have the horrible The Meteor Man. This movie stars Robert Townsend as an urban do-gooder who gains superpowers. I actually don’t remember a lot about this movie either, other than he had the power to learn any ability by touching a book about it, which led to a “hilarious” sequence in a library where he and his similarly-powered counterpart constantly changed tactics as they touched different books on the ground. Rotten Tomatos gives The Meteor Man a dismal 25%.

I guess what I’m trying to say is, Will Smith? Be careful out there, ok? This could be the first real stinker of your career, and I don’t want to see that happen.

(Oh, the good movie? I think Mystery Men is hilarious. But a lot of people disagree with me.)

Movies
YouTube

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A critical reading of the news: “FAA Criticized In Report on Airline Parts”

Original story on the Washington Post: FAA Criticized In Report on Airline Parts

At first glance, this story sounds pretty scary.

Passengers have flown on jetliners built with “substandard” parts, some of which may have been made in foreign countries, because the Federal Aviation Administration lacks an adequate system for checking the quality of airplane components, according to a federal oversight report.

Wow! That’s quite an opening paragraph. Next time I get into an airliner I just know it’s going to corkscrew directly into the ground. Let’s see what they back it up with.

The parts for commercial airliners such as the Boeing 727 and 737 were once manufactured almost exclusively in the United States. But the parts on today’s big jets, such as Boeing’s 777 and its planned 787, are made in such countries as China, Japan, Brazil, Italy, France and Australia, in addition to the United States. Boeing, Pratt & Whitney, GE and other plane manufacturers buy parts made overseas largely because they are cheaper.

Ok, so parts are made overseas. So what?

But the bargain-hunting has come at a price, according to a new report by the Transportation Department’s inspector general.

“Neither manufacturers nor FAA inspectors have provided effective oversight of suppliers; this has allowed substandard parts to enter the aviation supply chain,” reads the report, dated Feb. 26. The agency released the report yesterday after it was made public by the Project on Government Oversight, a nonprofit organization that focuses on government accountability.

SourceWatch: Project On Government Oversight

The report cited four engine failures in 2003 — three on the ground, one in flight — that were traced to “unapproved design changes made by a . . . supplier” of speed sensors on engine fuel pumps. It did not cite any more recent incidents, nor did it specify the degree to which continuing problems with parts threaten to cause similar failures.

Even the journalist sounds unconvinced at this point. They didn’t cite anything more recent than 2003, and they didn’t specify the possible danger of unapproved design changes.

And, frankly, only four engine failures in all of 2003? According to the National Air Traffic Controllers Association, there are more than 87,000 flights a day, and an average about 64 million flights a year. Only four failures? Sounds like these parts suppliers are doing pretty damned good to me.

During a visit to one parts supplier, the inspector general’s office observed an employee who “used a piece of paper, scotch-taped to the work surface, as a measuring device for a length of wire on an oil and fuel pressure transmitter.”

And here’s the line that prompted me to write this blog post, after seeing coverage of the article at The Consumerist blog.

My immediate reaction was: so what? The article obviously implies that measuring the lengths of wire with a piece of paper scotch-taped to a work surface is bad in some way, but it doesn’t tell us why it’s bad!

  • It doesn’t say whether the wires were the correct length after being measured this way.
  • And even more important, it doesn’t even tell you why the wire needs to be cut! If it’s just being cut so it’s short enough to fit in the casing of this particular component, does it really matter how precise the cut is?

Sure it sounds scary, until you actually engage your brain and realize that paper can actually be cut to a specific length! And it can be marked, too! It’s a miracle material! Well, since the article doesn’t explain it, I can only assume it’s there merely to sound scary to people who don’t make use of their critical thinking skills or have never seen paper before.

So far, no airline accidents have been attributed to faulty overseas parts, the FAA said. “There are absolutely no imminent safety issues raised by the report,” FAA spokeswoman Alison Duquette said.

A confirmation that these horrible systemic problems you should be terrified of haven’t actually caused any accidents whatsoever, directly from the FAA.

The report identifies 17 major components of commercial airliners made by Boeing, including the wings, rudder, nose and engine nacelles. When the Boeing 727 was introduced in 1964, all 17 of the components were made in the United States.

By contrast, of the 17 major components of the Boeing 787, which is scheduled to make its first test flight this year, 13 were made exclusively or partially overseas.

“FAA’s process for supplier audits should be designed to address newer manufacturing business models, which have expanded the number of foreign suppliers, locations where parts are assembled, and the degree of independent manufacturing responsibility suppliers now have,” the report reads.

“Exclusively or partially overseas” is a handy statement. Since you bucket “exclusively” and “partially” in the same bucket, there’s no way to know whether all 13 of those components are made entirely overseas, or if all of them merely contain one small screw made in China. It would take a lot of effort to be more vague.

So what is this article really saying?

Ignoring the parts designed to scare you, like the idiotic paragraph about (gasp! shock! horror!) measuring wire with a piece of paper, every other part of this article is basically saying: “getting airline parts from foreign suppliers is bad.” Of course, it never explains why it’s bad. (It does, however, explain one way it’s good: it’s cheaper.) It also doesn’t mention airliners made by the entirely-foreign Airbus cooperative at all.

I’m a pretty patriotic guy, and I even make an effort to buy American whenever I have the chance, but this article is nothing but scare-tactic propaganda. Airliners are perfectly safe, whether we cut the length of wire in Mexico City or in Dallas, specifically because companies like Boeing, backed up by government agencies like the National Transportation Safety Board, have expended great effort to make sure they’re as safe as possible. And yes, that’s not 100% safe… nothing is.

And the part that bugs me most is that blogs like Consumerist are sharing and re-printing this article, with the scary wire cutting quote in the headline, all over the Internet without even stopping to think about it. If you run a blog that reprints stories, please at least spend 5 minutes thinking about the story first.

Media

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