Monday, September 30, 2013

AT&T: You Gotta Admire the Consistency

I realize this is getting tiresome, but it's just amazing how terrible AT&T is at the whole "Let's sign you up as a new Uverse customer" thing.

A few weeks ago, I was sent a flyer offering me $550 worth of gift cards if I signed up for Uverse. As I was only getting $150 worth of gift cards (which have yet to arrive) - I figured I'd call and see if this was a deal I qualified for.

I didn't think the odds were good, but if there was a new deal that could get me more goodies - I figured I'd ask.

I know - Never, never call AT&T if you have anything productive planned for your day.

I know this. Also, I know that if anything good is going to come out of AT&T, you are generally going to have to wade through a river of crap in order to get it.

So I call the number on the flyer for more information.

Short version:

  • The phone tree has no option for my "Do I qualify for this?" question
  • I'm transferred three times, so in AT&T land that means:
    • I repeat my question three times; and
    • Establish my identity three times
  • Then I'm told that this deal applies to people who aren't getting the deal I have. Were I to forfeit my discount, I could get $550 worth of discounts - but this would mean I would end up paying more for this "gift."
Which means - as expected - this was a waste of time. The capstone on this pile of fail was the attitude I was getting from the rep - who repeatedly said "we send these flyers out to everyone in your area."

Yes, I said, I expect that's why I got one. It has my name on it and offers me a deal that (based on the minimal supporting detail supplied) sounds better than the one I have. It tells me to call. So I have.

Seriously, giving me attitude because I foolishly did why your flyer asked: "Call for Details?"

The rep's position basically amounted to "We send marketing crap to everyone - don't you know not to believe anything we say?"

Ugh.

*    *     *

AT&T Marketing materials are full of crap. So what else is new?

This:
AT&T Math: -$183.09 + $109.76 = -$183.09 
Apparently.

This is my account status according to AT&T. As I pointed out in the prior post - AT&T is capable of adding a new bill instantly - but has trouble canceling out a bill that has already been issued. Even if - as in my case - the new bill is for services that totally replace the services listed in the first bill. As in, these two bills CANNOT both be valid.

Internet and phone for the same phone number. I am not getting two internets and two phone services on the same phone line.

But in AT&T logic - this could be possible and so I have a double bill for internet and phone. I called (*sigh*) to sort this out and was told to pay my Uverse bill and wait for an updated bill for the old phone and internet.

Naturally, my payment for Uverse was applied to my old service bill.

Also - Naturally - my Uverse bill was listed as past due.

*    *     *

Now before any wisenheimers out there point out what is going on - I want to say YES, I KNOW WHY THIS IS HAPPENING.

My old service had an account number. My payments are being sent to that account number.

My new service has a new account number. Payments without this new number will not be applied to the Uverse account.

YES. I GET THAT.

But letting that stand as an excuse or explanation is allowing the stupid to hold the field of battle.

Here's the mental model of a customer

  • I am an AT&T customer
  • I have one balance for AT&T services
  • I log into the AT&T website and it tells me what this balance is
  • Each month, I pay this balance.
  • One day, I change AT&T service A to AT&T service B
  • The End

You will note - it contains no mention of account numbers. I am still a customer of AT&T - with a single address.

AT&T has created two accounts to track my services - which is two more than I want and 1 more than I need.

There should be a parent account record for my household that can hold as many child accounts as AT&T's Byzantine system requires. But I should only have one balance, and payments should update that balance as they are applied. A credit and a balance due should never co-exist on my statement.

Yes, if I drill down into the detail of my balance, I should be able to determine what services cost what. But really, all a user wants to know is - do they owe money or not?

AT&T has created a web interface that (finally!) allows the user to manage all their services under one login - and they keep falling into the habit of keeping everything separate.

Arrgh!

And when you fire up their chat (because calling them is beyond annoying) you are greeted with this:

Hello, logged in user. Who are you? 
And what is your contact info?


I mean, seriously. Yes, I get that a logged in user could be using their spouse's log in, so they might want to ask if this is Susan or Bill - but c'mon! When you are logged in and hit chat - you should go directly to chat. Do not pass 'Go.' And sure as hell, you shouldn't be asked IF you are a customer.

Double ARRRGH!

Here's the chat-drone's response to the situation:
You made the payment towards your old account instead of the new account by mistake. I can get this fixed. I will transfer the payment from the old account to the new account. please give me couple minutes to take care of that for you.
No, I didn't sent the money to the wrong account. I paid AT&T the same way I have for years, and you moved my goalpost.
"Thank you for upgrading your services and being such a valued customer for all these years. Now, who are you? And what should I do with this money you just sent me?"
ARRGH! and ARRRGH! again....

Tuesday, September 10, 2013

Somebody Call Glenn Greenwald

'cos the US Mens team's gonna need a place to crash in 2014.

World Cup 2014, baby!

Sure, we looked like total crap - and Beasley tried to score on his own team.
Never mind Fabian can't seem to cross for sh!t and we're missing our stars.

We had this guy:

Eddie freakin' Johnson IN THE HAUS!!

Pay attention, team. Eddie has just demonstrated the proper technique for doing something useful in front of goal. This is a skill that will come in handy in the coming months. Learn it, know it, live it.

I cannot fathom what the hell is happening to Mexico. Dos Santos looked ready to shred us in the first half. Once Eddie headed in his winner, Mexico just seemed to crumple.

Yeah, we tried to play like crap some more - long balls and craptacular passing, but it just wasn't enough. So when Eddie went out with a head injury, that should have been a turning point.

But no, in comes Diskerud who promptly demonstrates that - yes, Virginia, you can cross the ball properly, even if you play for the US.

Clint Dempsey fanned the ball, thinking (as a forward should) that every ball was meant for him - and then Donovan slapped it home with a reckless disregard for the lives of millions of Mexican soccer fans. Their blood is on your hands, Landon, I hope you understand that.

Dempsey even had a chance to make it 3-0 with a penalty, but whiffing on things seemed to be his thing and he shot the ball into the crowd like a total feeb.

Whatever. None of that matters now.

Head up in triumph, or backwards and propelled by the deeds of others - it all adds up to a slot in the finals in Brazil.

I figured we'd get there. I mean, we're in a group with Panama for crying out loud...

What's that? Panama is currently ahead of Mexico, you say?

Now, that's just cruel.

Perhaps the self flagellation occurring south of the border can be blamed on Panama... It's good that they have accomplished something.

I wouldn't want to coach Mexico for all the pesos in TJ. Owch.

But I would cheerfully step over their shattered hulk on my way to watch the US play in the finals...

Whoo-hoo!

Go USA.

Ryan vs. Bryan

All I Do is B!tch About Telcos

...but only because they so totally suck.

I've tried to take the larger view and say that - yes, in fairness to AT&T - the number of outages I've experienced while paying for their service has been very close to zero.

I'm sure the legion of engineers who work tirelessly at all hours of the night would like to be acknowledged. And they should be. Modern data networks are a hell of a thing. And the one I've been paying for has been there for me with (so far as I remember) total uptime.

And they somehow even find time to route all my data to the DEA. Impressive.

But the squeaky wheel principle applies here. I pay for a utility, I expect it to work. If it doesn't work - why am I paying for it?

24/7 uptime is Par.

So those noble and nameless AT&T engineers need to understand something:
Every other customer touchpoint with AT&T is gutting your company's reputation.
Ask me what I think of AT&T and you're going to get both barrels of pent up resentment.

*    *     *

I'll illustrate this with two personal contacts with AT&T.

And then I'll supplement it with web and phone follow ups.

First, the people. I'll call them Ryan and Bryan.

Bryan arrived on my doorstop unannounced. Bryan was in sales, so if I had known he was coming, I wouldn't have answered the door. But he sung the praises of AT&T uverse with the passion of a new convert to the faith. He smiled. He was funny. And though I believed he was totally full of it - I let him talk, took his materials, and then did my own research on prices and packages.

Ryan on the other hand, was expected.

Ryan's first contact with me was over the phone. He was calling me to let me know he'd be late for the appointment with me.

To appreciate how bad a first impression this is, you'd need to understand some things:
  • This would be the appointment Bryan had scheduled for me two weeks earlier
  • This would also be the appointment I'd been asked to confirm via text the previous day. And I had.
  • This would also be the appointment I'd been asked to confirm via phone the previous day (after I'd confirmed by text). And I had.
  • This would ALSO be the appointment I'd been asked to confirm via email the previous day (after I'd confirmed by text and phone).
  • This would ALSO be the appointment my wife had been asked to confirm via text and email and Godknows what else.
  • And... this would be the appointment I had elected to stay home all morning (unpaid) because my attendance was required.
  • FINALLY - it needs to be understood that when I say "appointment" I mean a two-hour block of time. Meaning Ryan could arrive anywhere between 9am and 11am and still be considered "on time."
Ryan was calling me - at 10:45 - to let me know he wasn't going to make it before 11am. He was in another town and was currently an hour away.

Awesome. I could have been working and getting paid until just before lunchtime, but hey, I'm at your service, Ryan. Whatever makes your day easier.

Back to Bryan. Weeks ago, Bryan promised to return after our initial meeting and did (although I was out) so he came back a few days later and I signed up. Bryan assured me that my free installation would cover multiple TVs (even though I only needed one) and that the installer would run Cat-5 anywhere it needed to go in my house. "Plus, your DVR will be wireless, so you can move it around your house if you decide to add a TV or rearrange your house."

Fan-tastic!

When I reacted badly to the $50 activation fee, Bryan whipped out some rebate forms to offset the charges. "Just fill these out and give them to your installer and you'll be set."

See? That's a guy trying right there. Exeunt Bryan.

*Cheers*

Let's return to Ryan.

*Boo!*

Yes, Ryan has royally screwed up first impressions. He does arrive an hour after his phone call, a full 45 minutes after my install window was supposed to end. He's in a truck, wearing a baseball cap and looks irritated.

I point him to all the particulars in my house. The TV case (which I'd helpfully cleared out) the phone setup and where the lines hit my wireless router.

I asked him about running wire to the finished side of the basement. Ryan looked at me like I was talking Greek. "Just the one TV, right?"

Uh, I was told you could run wire to other rooms in my house. 

"I'll run it anywhere you need it to connect to the one TV."

Now, I know sales guys are full of it - and sales guys from AT&T doubly so. So this wasn't much of a shock. I'd asked because it would be nice, but once I confirmed that wiring for uverse TV was just running Cat-5, I knew I could do it (with help). I ask Ryan about the gateway they'll be installing and if I'll be able to keep my current router (which I love). He says he'll try, but that he typically doesn't install a device inside the house and hasn't had much luck when he tried in the past.

*Sigh*

I point out what I currently have for Ethernet and DSL. Ryan scratches his head figuring out where the wires needed to go and I get out of his way. In about an hour he's drilling a hole in the side of my house and telling me he's going to run a new wire from the pole to my house.

"Don't worry, though. In seven to ten days, some guys will come by and bury the cable. I'll leave plenty of slack in case you need to mow."

*Sigh*

So, now there's a black cable snaking around my back yard - with "caution" flags tied to it every few feet so it's extra visible and unsightly.

And then Ryan shows up with the hardware and starts hooking up the TV. He unpacks an impressively compact device that I think might be the wireless DVR.

Is that the wireless DVR?

"It's the DVR, yeah."

This is AT&T, so I ask again to make sure I heard that omission correctly.

It's a wireless DVR?

"No. It's wired to Ethernet."

I was told I'd get a wireless DVR.

"We do wireless DVRs only if we have major issues running the wires in the house. I don't have one in my truck."

*Sigh*

Honestly, at this point - I'm not sure a wireless DVR is truly a plus. The signal could be worse for all I know. All I do know is that Bryan told me I would get one, and now I won't.

At 1:30pm (that would be five an a half hours of missed work, for those of you keeping track) Ryan calls me in to show me that the TV is connected. I channel surf and managed to screw up the input settings and Ryan has to show me how to change inputs using a button combination I wouldn't have thought of (for the standard remote: Hit "TV" then quickly hit "TV/Video" to move between inputs).

By the time I've managed to realize that I'm subscribing to over 300 channels, but my TV is connected to 678 channels (meaning half my channels connect to a "You are not subscribed to this channel" message), Ryan is back with paperwork.

Ah, yes! I need to give him my rebate paperwork!

I quickly dig out the rebate forms Bryan gave me and give them to Ryan.
Ryan looked at them like they were written in Greek.

"I've never taken paperwork from a customer. I have no idea what to do with those."

*Sigh*

Ryan gives me paperwork, though. Owners manuals, legal stuff, channel guides and an info sheet about my AT&T Gateway device. Turns out he was able to get it connected just fine. My old router is still up and running (meaning none of my devices have to have their network settings changed - SCORE! I'm looking at YOU, Canon wireless printer...).

Better still, Ryan has copied down the Byzantine collection of codes, IPs and other network voodoo that I can use to configure my AT&T gateway like it was my 2nd router. SCORE!

I check my network download and upload speeds, they're where they're supposed to be. SCORE!

Ryan apologizes again for being late and about the rebates. He writes down two numbers to call about them and suggests trying one of them first "I've had better luck with them."

And then he shakes my hand and is off to his next install.

It's 1:50.

I've missed most of a workday (unpaid) and I have a single TV connected and high speed internet.

Let's review. Who was the bigger fail here, Bryan or Ryan?

No contest really. Bryan.

Bryan promised a bunch of things that were never going to happen. Running wire all through my house (hah!), the wireless DVR, and the rebates being handled by the installer.

The rates and channels came through, but I'd confirmed them with AT&T over the phone, so I knew those were going to happen. All the other stuff Bryan promised turned out to be hot air.

Ryan, on the other hand, was late. But he gets jobs from the AT&T mothership that (for some reason) decided to give my install to a guy 50 miles away 15 minutes before the install window was up.

That's not on Ryan. Ryan's just the guy holding the bag when AT&T (per usual) does something stupid. Further, Ryan listened to my request to keep my old router running and made it happen. Then he followed up with all the admin information I needed, made sure I understood what I was looking at and even gave me a 2nd remote.

He made good out of a bad situation. Yes, I missed a half day of work, but Ryan's not the guy to scream at for that. AT&T's mothership screwed that up royally.

*    *     *

I called Bryan the following day to check on my rebates. The installer guy didn't take them. What do I do?

Bryan was unhelpful. "Oh, yeah. They changed how those work right before your install, so now you have to send them in."

Except Bryan forgets that I can read. One form is from Starz, the other is from Showtime. Both forms say that they should be mailed in along with three months worth of bills showing you are a paid subscriber.

There is no possibility that I was going to get my installer to take these forms, because my installer would not have had three months of bills to send in with them.

Bryan is not good at customer service, because he does not have to be. But he has clearly mastered what he needs to sell subscriptions: Bryan is good at lying.

I hung up on Bryan, because there was no way to fix that. Sure, I'll complain to AT&T about this, but they'll echo Ryan's dismissal of the problem "The sales guys are contractors, they don't even work for AT&T."

No, but they show up to your house wearing shirts that say "AT&T." And their voicemail says "This is Bryan with AT&T," so I can't see why people would blame AT&T for their crappy service...

*    *     *

A few days after my install, I was robo-called out of the blue by AT&T to ask how my install went. It was a tedious IVR menu and took way too long, but I believe in feedback.

I graded my installation taking care to point out that my installer was fine as a person, but that I was dissatisfied with my install because it began 45 minutes later than it was supposed to. I asked to be called personally to offer follow up details.

Naturally, this being AT&T - I was called by Ryan's supervisor who wanted to know the details of why I thought Ryan was a terrible installer.

I explained that Ryan was a total pro - and that my problem was with the overall scheduling process and with the sales person promising me stuff that didn't materialize.

I could tell this was not what this guy was calling me for. I was only supposed to be grading Ryan and this call was all about the performance of him as an individual.

And this is where I lost it (because, with AT&T, you always get to this point eventually). I'm not sure of my exact words, but I tried to hit three main points:


  • When you only ask for feedback on a SMALL part of a user experience, you make your customers feel like you don't care about their problems.

  • When you discard negative user feedback because it falls outside of your intended question - you are allowing problems to persist.

  • Repeatedly reminding customers to be on time when your employees arrive late tells customers they need to care about your time more than you need to care about theirs.
The man was nice, sympathetic even... but I doubt those comments will filter out of a channel that is only designed to provide the mothership with Ryan=Good or Ryan=Bad.

Ryan? If you get hosed, I'm sorry. I tried to make it clear to your boss.

*    *     *

But it's done. Right? I spend about 20 minutes manually hiding the 300+ channels that I don't subscribe to, yet still appear as selectable options on my receiver.

Then I spend another half an hour hiding BS channels like Home Shopping Network and anything that starts with "uverse"

And finally, I dial in the parental controls for the phalanx of age inappropriate material that my set now has access to.
Sidebar: I miss TiVO's KidZone. KidZone created two pools of access. One for kids, one for adults. When you started using the TV, TiVO assumed you were a kid and filtered accordingly. If you wanted to see all content, you entered a code - once - and weren't bothered again until you turned the machine off or manually re-entered KidZone. 
Uverse does the exact opposite: You lock categories of content (TV MA, PPV, R rated movies) and anytime you try to access them, you are prompted for a password. Which means adults browsing their channels soon wish they are dead - as each new movie channel demands a password just to display a title. Never mind the fact you just entered the same password 15 seconds ago for ENC, oh no, ENC-WEST won't show you its stuff until it knows who you are...   
Being AT&T, though they cannot leave awful alone. They have to go for maximum user pain. 
Here's the unlock sequence for AT&T uverse:
  • Select Channel
  • See message saying "This Content is Locked"
  • Hit "OK"
  • See passcode prompt "Enter Passcode"
  • Enter 4 digit passcode
  • Hit "Enter"

    -that should be it, right? But no.
     
  • See prompt "Unlock this content?" Don't Unlock / Unlock

    and here's the kicker....
     
  • "Don't Unlock" is the default selection!!
Yes, Having selected a channel repeatedly and having entered in a 4 digit passcode correctly AND hitting ENTER, it's a good assumption that I DON'T WANT TO UNLOCK THIS CHANNEL 
WHOEVER CODED THAT NEEDS TO BE PUT IN SOLITARY WITH AT&T UVERSE WHERE EVERY CHANNEL MUST BE UNLOCKED. 
Seriously. 
Oh but there's more!!! If you unlock a channel and leave it, it will re-lock in 30 minutes, meaning there's a good chance if you're bopping back and forth to check on the box score, you'll have to unlock the same channel repeatedly.
WAY TO FAIL, UVERSE!!!
JEEZUS.

Allright. Rant over.

....

...

..

.

Well, not really.

I'm trying to get ahead of the family finances and I'm trying to schedule my bill payments for the next month. I log in to att.com and (I will spare you the story of how annoying it was to set up my 2nd AT&T email account AND connect my uverse account to my existing att.com account - the nicest thing I can say is that it ultimately did work.)

I logged in and initially, I couldn't see my bill amount. Which made some sense, since I'd only just connected my uverse account to my other services on the att.com website.

But I came back a few days later and saw that my bill had been updated to $201.29. I scheduled the payment and went on my way.

But it later occurred to me that might not be correct. I mean, I'm supposed to be getting billed $110 for my cable/phone/internet WITH a $49 activation (but NOT installation!) fee. So, I should be getting $160 or so just from cable/phone/internet and there's no way my wireless bill is just $40.

I log back in to see if my bill has been adjusted.

It has. It's now $384.38.

Ah, that's better...

Wait, what the screaming hell?

Now anyone who is currently an AT&T customer knows what is going on here, and I had a reasonable suspicion. But until I actually confirmed it, somehow I refused to think it was actually happening.

I got my uverse install on September 4.

Looking at that portion of my bill I'm seeing stuff that makes sense:
That's my uverse bill that starts on 9/5.

Here's the portion for my phone line:

I'm being billed $31.39 for my uverse phone line.

Looking elsewhere in my att.com account, I find I'm still being billed for my old phone service, which was supposed to end and be replaced by the new bill on 9/4. But it hasn't...

Being AT&T, they've done this for my internet service as well. So I'm being billed $38.16 for uverse internet and $37.98 for my old DSL internet.

Way to go, AT&T!!

Again, the hard-working install guys and AT&T engineers need to gang up and beat the crap out of the billing, scheduling, sales and web folks in their company. Because those folks are seriously ruining any chance they have of working for a respected company.

(Well, that and the whole collusion with the NSA thing, but y'know - one thing at a time...).

I called AT&T to get this sorted out and - get this - their suggestion was to pay the bills and they would credit my account after the fact.

The "Pay us more than you owe, and we'll get back to you" plan.

Screw that.

Then the AT&T rep suggested that an adjusted bill would be coming the next month, but that I might see late charges if I waited until then.

I suggested - politely - that that was utter bullsh!t.

I believe I said "if you can tell me what the bill should be, I could pay now."

Naturally, they couldn't. So they logged a dispute on my bill so there wouldn't be a late fee (they said) and now I will pay just my wireless bill and wait for the real bill to show up.

Incredible.

A system that is perfectly capable of adding a pro-rated bill to an account cannot adjust an existing bill when that account has services discontinued.

Because - Stupid. That's why.

If it doesn't involve maintaining wires - AT&T stinks at it. Technical proficiency with ZERO people skills.

Wait, they're just like...

-like an engineer!

...

..

.

You don't suppose...

Nah, couldn't be.






It would make too much sense.

Saturday, August 24, 2013

So Simple

I'd been hearing a lot about an emerging web based banking service called Simple - and figured (in the interest of testing out modern UI) that I'd try them out.

Plus, if they're solid - I could use them to replace my current external savings bank, who were recently acquired by a bank I detest.

You have to request an invitation - which takes awhile. I suspect they're doing the same thing Mailbox did - trying to keep a lid on growth so they don't overcommit.

I submitted my request on July 15.

On July 23, I received my invitation.

Not bad.

You sign up online. And while I didn't get screenshots of the form, let me just say - it's one of the smoothest signup apps I've ever used.

I especially loved the realtime verification of my bank's routing number. As soon as I typed in the last digit - I saw the name of my bank appear, so I knew the number was correct. (Yes, you can do that on a form submit, but much smoother to do it realtime. Plus it shows that people are going the extra mile. They didn't have to do that.)

They made a great fuss about setting up a username and passphrase and then routing you to the mobile app.

The suggestion was that once you got set up, your primary interaction would be through your phone app. As in, you won't be logging into their website much.

Awesome. I hate logging in.

And they send you a credit card, which you will use for most of your withdrawals.

---

A shortcoming of this was that there were a series of steps you needed to wait for.

After requesting an invite, you needed to wait a week for it to arrive.

After signing in, you needed to wait to be approved.

After getting approved, you needed to wait until they sent you your credit card.

And after they send you the credit card, you needed to wait for some challenge transactions to appear in the external account you used to set up your simple account.

---

None of these steps are a hassle, but the common denominator in all of these is time.

At some point, I got my spiffy new Simple credit card in the mail (in a spiffy custom envelope).

Except that my spiffy custom envelope was already open when I got it.

This, I did not like.

Lest I go all DEFCON-1 on this situation, I emailed the folks at simple and asked what I should do. If this was a security risk - I would like a new card sent to me. If it's not a security risk - I would just activate the card.

Simple replied that I should contact their help line and formally request a new card.

So I did.

In the meantime, I had seen the challenge transactions show up in my external bank, so I figured I could at least verify Simple's connection with my bank.

So I fire up the iPhone app. Annnnd Nothing. The app works, but I don't see anything about connecting or confirming transactions with an external bank.

Then I re-read my email from Simple (RTFM, dude) and I see:
Sign into your Initial Funding account to see the two deposit amounts, and then sign in to Simple.com on your computer to confirm them.
Okay, I should go to the website. So I do:


Very elegant, simple even.

Except it's been awhile since I set up my account on the website. I'd thought I'd be using the app most of the time, and it works with a 4 digit PIN.

Username....?  Ahhh... I enter the email address they sent all my stuff to.


See that red border? That appeared right after I typed the "@" sign.

That's an omen. (for tech types, I'm using Chrome on OS 10.8.2)

Password.....?  Double Ahhhhh.... I remember picking a stupidly complicated one, since they assured me I wouldn't have to type it again.


So, this is what I'm looking at right before I hit "Sign in..."

And this is what it looks like right after I hit "Sign in..."

Yes, you are not imagining things, those two images are identical.

This is a problem. Not a crippling one, but one where the user doesn't see any response to their action.

I hit the button...annnd....nothing changed. Now what?

See that red border? That's the feedback I'm supposed to be keying off of.

Red = Bad.

Thus: My Username = Red = Bad.

What's wrong with my username?

It says 'username' and not 'email' so perhaps I'd set up a username separate from my email.  I honestly cannot remember.

I prune the '@domain.com' off the end and try again. This time, I get:


That's what I'd expected. I doubted I'd get the password right on the first go, but I expected to get some feedback on what happened.

I'm still not sure what my username actually is, but at least the system is responding now.
I try with my email sans domain a few more times before giving up and hitting the 'Reset your password?' link.


 Okay, there's the confirmation: 'username or email' On their site, your username IS distinct from your email address. I haven't the slightest idea what my username is, but I know the email address I gave them. And I know the phone number I gave them, it's my iPhone number - 'cos I downloaded their app.

Send.

Shortly thereafter, I get this email from Simple:
From: Simple Support <support@simple.com>
Date: Wed, Aug 21, 2013 at 12:50 PM
Subject: Request to reset passphrase
To: "me@domain.com" <me@domain.com>
 
[Simple Logo] 
We received a request to reset the passphrase for the Simple login associated with this email address. If you made this request, please follow this link and enter the verification code we sent to your mobile device:  
https://www.simple.com/new-password/[long string of numbers] 
This reset link is only good for 30 minutes. If you have any problems, please call us at 888-248-0632. Replies to this email are not monitored.
Super! I click the link and it opens to a standard password reset form.

I'm asked to enter a new password AND enter a code that they will text to my phone.

*Bzzzt!*

My phone buzzes to announce the arrival of the security code from Simple.

Yea!

I type in a diabolically complex passphrase (which they confirm is diabolically clever) and then I key in my security code.

And like that, my password is reset.

---

We're back here, again:

Do you see the problem, yet?

I still don't know my username. And nothing in the communications I've received tell me what it is.

I try my email address without the domain suffix - and it fails.

I re-read everything they've sent me up to this point. None of them spell out what my username is.

I take a guess and try a username I've used on other sites along with the password I just reset.

Success!
Pro tip: It should not be possible for a password reset sequence to end in a user not having both pieces of log in information. One or the other by itself is not going to get it done.

Understandably, there are security reasons you shouldn't do this in a single communication  - but this is undeniably critical information. You must provide it as part of this process.

---

So I'm in.

The transaction log shows they've issued me a replacement card AND zeroed out the cost to me. Smart, because now I know that replacement cards cost money and that they've done me a favor by not charging me.

Pro tip: If you do a favor for your customers, make sure they know about it.

---

But now that I'm in, I'm supposed to be confirming some challenge transactions with my external bank.

I have no idea where this is. To me, if this is a critical set up task (which it is - as future transactions between these banks cannot happen without this step) I would assume this (one time, setup) task would be writ large all over the screen when I come in.

Honestly, a splash intro screen would not be out of order.
"Before you begin: Setting up a connection between Simple and your External Bank requires verifying some challenge transactions.  
If you've already seen these transactions appear in your external bank account, you're ready to verify them.  
Would you like to verify these transactions now, or wait until later?"
This is the display weight I'm expecting when I log in, but instead I get this:


Also, there might be value in having this setup task presented as a message, like they're doing in the top right of the screen. Like a To-Do list. Being user friendly, they could present it with me in the middle, since I've already ticked off a few items.

But all those 4 items are invites I can send to friends. No help.

So where do I go?

I try 'External Accounts' which makes sense:


Okay this looks right, but other than 'Add an Account' I'm not sure what to do here. I already see my account and its routing number - I mouse over it to click it...


And new controls appear!

Okay, Simple guys... If this is the step you NEED me to take, it should not be hidden behind a rollover effect.

You don't need a blink tag, but for crying out loud, make this overt.

The saving grace here is that the page is pretty bare bones. There's not a lot of distractions or other complications on the page. There's a big box over there, I'm probably going to mess with it, but it's not like having those buttons displayed from the outset would break your page.

Make them visible - give them a shiny rollover effect if you want to get fancy - but make them visible on load, 'kay?

Once I found the control, confirming the challenge transactions was dead simple.

Overall, I love the idea of the Simple.com bank - and should the trial run play out - I'll be ditching my other bank to store savings here. I've dealt with a faceless, distant bank for a long time - it's nice to try a bank that's put some effort and thought into dealing with customers via smartphone and web.

I'm giving them grief here, because these are setup tasks that should be bulletproof - but the overall of what I've seen has impressed.

More to follow.

Friday, August 23, 2013

Cutting the Cord

One more follow up to my previous post:

I'd called my cable company and TiVO to discontinue service - because I've taken leave of my senses and have signed yet another contract with AT&T. (Shoot me now)

Both of these companies (understandably) have scripts for these kinds of calls. They're about to lose a customer - they want to try and win you back.

I thought the contrast between TiVO and my cable company was pretty striking.

The cable guy ignored what I was saying and kept to his script "Who are you going with?" "Have you seen our latest offerings?"

Over and over. I'm saying. "I'm done. I've already made this decision." And Cable Rep is still all up in my face. "We have some great deals..."

TiVO Rep started a similar script, but as soon as I said I'd already signed a contract - he just said okay. I respect that.

And I felt respected. Even as a departing customer. Points for TiVO.

*  *  *

Yesterday I found there was one other distinction between these two companies.

I'd asked for my service to be ended on September 4th, the day I was going to get Uverse installed.

TiVO Rep had a problem with that - My billing cycle started on the 1st of the month, and rather than bill me for another month they'd end my service at the end of August.

Not seamless, but I could deal.

Cable Rep was different. I explained I wanted the service stopped on the 4th and he never missed a beat. "Okay."

I was irritated with him over the sales pitch crap, and having to listen to him type my cancellation in - but once I explained what I wanted he got to work.

Boom, done.

*  *  *

But there's a catch. With data utilities - there is always a catch.

The catch arrived yesterday. I'm working on fettuccine alla boscaiola and E's looking out the window.

"I think the cable guy was just in our back yard."

Now - I'm ashamed that this did not immediately provoke me into a full on sprint into the backyard to demand what in the hell this man was doing on our property. But I didn't. I continued with dinner - under the (laughably naive) assumption that there was some prep work the cable company needed to do on site before they stopped my service.

I know, I know... but there was a lot going on at the time.

By the time I get stuff sorted - the cable guy is gone. I don't give it another thought until E and I sit down to watch our stories and-

Yeah. The cable's been disconnected.

That was yesterday. A quick look at my calendar shows yesterday is TWO WEEKS earlier than the September 4 cutoff I asked for.

Set aside the irritation at not having cable. Set aside the irritation that they've not done what I asked them to do.

What genuinely p!sses me off is the fact that they never said a word about it to me.

TiVO Rep said right up front "We can't cut you off on the 4th, we need to do the 1st."
That's respecting your customer, right there. Telling them what is going to happen before it does.

Cable Rep hears my request for a specific date and says nothing. Cable Guy coming to cut off my service never even rings my doorbell. He just shows up, cuts the cord, and drives off in a cloud of smoke.

So now I'm in a stupid position. What to do? Call them and ask them to re-install it for two weeks? They'd probably charge me installation.

But since I want to confirm my rebate status (we pay a month ahead, naturally) I call them anyway.

Today's Cable Rep tells me that my service was discontinued as of yesterday (really? I wondered why I was calling you). When I point out the early disconnect was not what I wanted - TCR tells me that once they put the disconnect order in the system, it gets scheduled for the next available technician in the area (whenever that might be).

Before making it clear that I'm not personally angry with TCR, I vent my spleen at this idea.

If you can't do something the customer asks - TELL THEM.
If you're going to do the opposite of what the customer wants - TELL THEM.

I get that handholding customers who are on the way out doesn't have a lot of ROI, but here's a thought: the first Cable Rep I spoke to could have said "Sir, if you don't want your service disconnected before the 4th, I'd suggest calling back on the 4th and we'll take care of you then."

Boom, done. No additional expense for them and the customer gets what they want.

Instead, the rep acted like they were listening to me - and then did the same thing they did in all other situations -

-what cable companies and telcos have been doing since they realized their customers were at their mercy...

-they did whatever the hell was easiest for them.

Tuesday, August 20, 2013

Pair Bonded

I like to throw my mail away before I get to the house. Saves me time.

Mail goes into three categories:
  1. Crap - 80% (Bin it)
  2. Bill - 19% (Groan and bring inside)
  3. Actual communication from a human being I want to hear from - 1% (Dance around while choirs of angels part the clouds with song)
This crap-to-content ratio is one of the many reasons I've been ignoring my cable, Internet and phone service options. I just don't want to read it.

IMPORTANT INFORMATION ABOUT YOUR... 

*Binned*

FOR OUR VALUED CUSTOMER-

*Binned*

YOU MAY BE PAYING TOO MUCH FOR-

*Binned*

This is where communication has sunk to - at least where it comes to cable & telecom. 

I don't believe them. At all.

So, they - like the quintessential American abroad - just talk louder.

I've gotten full color 8x11 envelopes chock full of glossy pictures of happy people posing in front of electronic devices. Yea! We love our faceless utility provider of choice! They are far superior to all others!

I've gotten envelopes disguised as hand-written notes. "From a Friend at AT&T." 

I have no friends at AT&T.

I get phony credit cards promising me savings. Postcards, fold out brochures.

*Binned*

Because every time I think about changing cable and phone service I just want to hit someone. It's a can of freaking worms and getting the truth out of a piece of telco marketing material is only slightly more impossible than reaching an intelligent and informed human being at said telco.


No, it bloody well isn't. Neither is providing accurate pricing information in written form. Thirty full-color pages of fluff, but not a jot about what additional fees come standard with your order.

With EVERY order. 

"Well, that would change by region." 

Yes, I'm sure it would. And when it changed, you could print it out and include it in your materials, no? Whassa matter? Printer no workey when it's not printing out craptacular, fact-free brochures?

You may have noticed, I'm a little irritated. But then, AT&T and I have a long history of pain together.

The other day, AT&T did something that caught me off guard: they sent a human being to my door.
Which is ten times more annoying than sending me mail or calling my house.

But you can't bin a human being - and it's ever so much harder to hang up on them.

AT&T person was a big, young man - chock full of pat lines and zingers to establish a rapport with me.

I opted for the direct route. "What does it cost? Choice of services is all about money."
Which is true. I've been on DSL for an embarrassingly long time - so there is no level of Internet that isn't superior to mine.

He rattles off a combined rate for cable/Internet/phone (the unholy trinity) for $115 dollars a month. And you just have to swear to pay that for two years. 

Free Installation!

But you have to use our gateway device (and rent it forever - the fee's included)

And you get a DVR (free!)

And we'll give you a $150 gift card!

And...!

*Sigh*

I take the man's name and info and send him on his way. Because there is no way to have this conversation without doing battle with the beast. There are too many ways for a telco/cableco to screw their customer. Teaser rates, varying speeds, expanded basic, 200 channels, 300 channels. You almost never end up with apples to apples.
Sidebar: I went to their channel listing to see about the difference between the 200 channel package and the 300 channel package. 
The U200 has 275 channels
  • 3 are described as applications (Apps on TV, not really a channel)
  • 16 Childrens channels
  • 10 International channels
  • 58 Music channels
  • 24 Operating System (by this, I mean things like messages and "how to use your DVR")
  • 10 Religious channels
  • 2 Scenery channels
  • 8 Schedule channels (what is playing on your 'actual' channels)
  • 34 Shopping channels

    This adds up to 
  • 165 CRAP Channels
    in other words,
  • 60% of the U200 package is CRAP

The U300 has 339 channels:
  • 3 Application 'channels'
  • 19 Childrens channels
  • 14 International channels
  • 67 Music channels
  • 24 Operating System channels
  • 10 Religious channels
  • 2 Scenery channels
  • 8 Schedule channels
  • 34 Shopping channels

    This adds up to
  • 181 CRAP channels
    in other words,
  • 53% of the U300 package is CRAP
Now, don't get me wrong - I've got nothing against religion, but the one thing you can say that holds true across all religions: they don't make good TV. 
Likewise children's channels. Most are some cartoon re-run death spiral, or Disney farm league. I won't watch them & I won't let them melt my kids brains. 
And while 'international' would seem unfairly classified as crap, a channel broadcast entirely in Spanish is not really a channel I'm going to get a lot of value out of. Sure, if there's a good soccer match on Univision - I'd watch it - but most of the games I'd watch will be on other channels in English.  
Hundreds of channels! Quothe the brochure... But really - 34 freaking shopping channels? 8 channels that just tell you what's on? 67 channels devoted to music? 
 The U300 has movie channels - that and 7% less crap as a percentage is the selling point. Although that's before you factor in that the U300 contains utter throwaway channels like CNBC World. 
I want you to picture the person who ups their cable package to get CNBC World.
<Barf sound>.
I digress...

In my head, I was spending about $26 a month for my landline and about $30 a month on DSL.
I knew cable was around $70 a month and on top of that - we were paying for TiVO at $12.95 a month.

So. $26 + $30 + $70 + $12.95 = $138.95

However. I've been tracking my household bills using Google Drive for awhile now and had just re-itemized things, so I could get an accurate comparison without having to dig out bills by month. Everything was already in my spreadsheets.

Turns out I was actually paying $34 for my landline per month.
My Internet was actually $38 a month.
My cable was $74.59 a month.
TiVo was correct at $12.95 a month.

So, I'm paying about $160 a month for phone / Internet / cable.

Out of sight, out of mind. They hook you up to their services with a bang, and then slowly ratchet up the rate. Over time, you only remember what it used to cost.

A few other things jumped out at me from this quick check: 

My landline costs $28 a month, but the fees and taxes bump it up to $34. That's almost a 20% increase. They can say my base rate stayed the same, but I end up paying more because some "fees" increased over time.

*sigh*

My cable company charged 15% over the base rates for their taxes and "fees" and only TiVO charged me the listed price and nothing else.

Assuming a similar fee spread on this new rate, I'd end up with a monthly bill of about $128 a month. I'd get more channels, and way faster Internet.

*sigh*

This should be happy news, but these things are never seamless. 

I'll lose my recorded DVR content from TiVO. 
I'm not convinced my rotary phone will continue to work (despite the assurances from the AT&T guy).
I love my wireless router - can I keep it? AT&T guy didn't know.

And there's a history of last minute surprises when it comes to installs. My last cable guy showed up with a cable converter (that they would rent to me) despite my being promised I didn't need one and wouldn't get one.

Pay less for more, and all I can think is "How is this going to go south?"

This is the state of the modern broadband consumer. Unswerving fatalism.

AT&T guy returns later on and offers me an even better deal (oooh! tell us, do!) He'll offer me $110 a month and throw in an additional $25 gift card.

The gift card is meh, but lowering a monthly rate is actual money. I've wanted to fire my cable company for awhile and - yes - I actually agree to this foolishness.

The sign up procedure (with a rep in my house) involves forms in triplicate and calling the AT&T mothership because - HEAVEN FORBID - you have an interaction with AT&T that isn't "recorded for quality purposes."

I get some guy with a lisp who asks if he wants him to repeat my agreed on rate or do I want the guy in my kitchen to do it.

Memo to AT&T: this is an inhuman question, completely severed from any norms of communication. Any thinking person is going to respond with "What the hell are you talking about?"

As a UX guy, I just have to ask: Why is this step necessary? Surely someone will tell me the price, and it will be the same as before, right?

But trust is absent from this process. I'm being recorded, lest I sue and claim fraud later - and so I ask the guy on the phone to repeat the price, reasoning that it will be recorded (on their tape, to which I will have no access - ever) and then they mention the activation fee. 

It's $49.

This is the first time anyone has ever mentioned the existence of such a fee. I repeatedly grilled the AT&T guy in my kitchen about installation fees and what would and would not be covered by my free installation. I was repeatedly assured that there would be no charge for my installation.

At no time did this person mention that there would be an activation fee.

Because, why would you, really? I mean there must be dozens of people who asked for equipment to be installed but not activated, right?

Why are we even talking about this?

AT&T guy gets my whatTheF*#@AreYouTalkingAbout vibe pretty quick and he swiftly tacks into "but since I said your installation would be free, here's a rebate form that you can give the installer that will totally offset the activation fee." 

Yes, because a future handoff of paperwork to a man I've not met, for the promise of a six week delivery of a $50 rebate is almost the same thing as an up front payment of $49.95 to AT&T on my next bill.

AT&T? This is one of the many reasons people hate you so much. Because nothing feels above board with you. Of course you could have mentioned this earlier, but you chose not to.
Of course you could have made "free installation" be exactly what it sounded like, but you chose not to.

At some undetermined time in the future, I'm going to get a postcard, or similarly innocuous piece of "please-throw-me-away" mail that will actually contain my $150 gift card. If I (or another member of my family) throw it away by accident - well, TOO BAD.

The additional $25 gift card "sweetener" will arrive (or not) the same way.

And the $50 rebate will do the same. 

Assuming the installer takes my paperwork and doesn't lose it.
Is there a way to check on the status of these things? Who the hell knows?

Multiple chances to NOT get what I've been promised by AT&T guy. Even if everything goes well, I get to be on tenterhooks (make sure I have copies, checking the mail daily) so I get something you could have simply credited to my account. 

YES - I know these rebates are from other companies, but roll it up and make it happen for the customer, already. Why does the customer have to be part of this process?
-because that way less people actually get what we promise them.
Yes, I know that - but how is that advancing your brand? 
AT&T: Watch us like hawks, and things just might work out.
It's always like this with you guys. ALWAYS.

When all is said and done, I'm going to be hooked up to AT&T for another two years and I will actually be saving money from what I used to pay. But you've managed to turn that into a total annoyance fest anyway.

Arrgh!

Postscript:
What actually prompted this post was my calling my current cable company to tell them to end my service.

Because I hate calling them, I'd tried to use their website to end service - but (naturally) their site doesn't support that.

Calling them put me into the hold queue and they asked me to key in my account number. Which I don't know. Not to worry, I could key in the phone number on the account. I have 4 phone numbers and have no idea which they have on my account. There is no menu item for this.

I stay on the line until they route me to a human being (after a five minute wait). I'm asked my name and my account number. I give them my name and tell them I don't have my account number.

For some reason, this stymies them and so (I wish I was kidding) I return to their website while they wait and I log in to get my account number. Then I read it out to them and they say - thanks - I'll transfer you to services.

Before I can yell at them, I'm on hold again. 

The next human I get asks for my name. 

PRO TIP: Once a customer has authenticated, they shouldn't have to again.

So I give them my name and they (wonder of wonders!) look up my account with just that info.

When I tell them that I'm discontinuing service - the questions begin. "Why are you leaving?" "Who are you going with?" "Have you seen our latest offerings?"

Okay, cable guys: By the time the customer has called you to cut off service - THE INK IS DRY on a contract making them financially obligated to some other firm. There is no saving this account.

But no, cable guy tries to win me back until I finally lose my temper and tell him that the decision is made. End of story.

I repeat myself "I need my service to end as of this date. Are we done?"

Cable guy seems miffed, "I just need you to hang on while I..."

Once again, this is another pet peeve of mine: I've authenticated and told the rep what I want. Why do I need to "hang on" while this drone types my request into their system? 

End my service. Email me (using the address you have on file) when it's done. *click*

Cable guy tells me that if I hang up, he'll just get another call and won't be able to process my request.

Because that makes sense. To him. And no one else.

I tell him I'll wait but that I don't need to hear any sales talk. He puts me on hold until he's done.

There. Unpleasant for everyone. Success.

A few minutes of hold later. I'm done with cable.

TiVO's website also doesn't have a cancel service option (no surprise). What is surprising is that calling them puts me on hold for ten minutes. 

When I finally get through, I get the same "Why are you leaving?" pleas, but Mr. TiVO is decent enough to let it go when I say that I've signed a contract with another company. 

Boom. Done.

And I'm on rails with AT&T for the next two years. 

And if I bail out early, they can charge me $180.

Do you see this, world??? This is me winning.

(Now why don't people re-evaluate their cable / phone / internet providers more often? I wonder...)

Monday, July 22, 2013

Courtesy Notice

Just another day at the new gig. Toiling away the the lair of the Morlocks. Winding down the day until-

*Email bong*

Hmmm...

---------------------------------------------------
From: AT&T Customer Care for Wireless <ATT.Wireless.1678731926@emaildl.att-mail.com>
Date: Wed, Jul 17, 2013 at 4:12 PM
Subject: Data Usage Alert - Nearing Plan Limit: Data Usage = 270 MB
To: "me" <myemail@address.com>


Dear MY WIFE'S NAME,

 This is a courtesy notice that [my wife's phone number] has used 270 MBs and is nearing the data plan limit. Data usage which exceeds your plan allowance will be billed at $20 per additional 300MB.

 To check your data usage online or make changes to your data plan, please visit www.att.com or download the free myAT&T app to your smartphone. You may also dial *DATA# and receive a free text message with your current data usage. Your next billing cycle date is 07/19/2013.

 As always, Wi-Fi usage does not count against your data plan and is a good way to help manage your data consumption. For additional information about data plan requirements and tips on managing your data usage visit https://www.att.com/dataplans.

 *Important: In general, domestic data usage will be reflected within 24 hours.

 Thank you,
 AT&T
---------------------------------------------------

This is a pretty regular message from AT&T. My wife's plan is pretty close to a monthly dose of data, and AT&T is only to happy to ramp up the data fear that we aren't spending enough on wireless.

I look for the essential pieces of data.

Used 270MB
out of... Well, it doesn't actually say this anywhere in the message, but I recall her limit was around 300 and that is reinforced by the message context "additional 300."
Billing period ends on the 19th.

So... 4pm on a Friday - billing ends in two days. On a weekend we'll be home on wireless, so we're probably-

*Email bong*

Wha-?

---------------------------------------------------
From: AT&T Customer Care for Wireless <ATT.Wireless.1678731926@emaildl.att-mail.com>
Date: Wed, Jul 17, 2013 at 4:13 PM
Subject: Data Usage Alert - Exceeding Plan Limit: Data Usage = 300 MB
To: "ME" <myemail@address.com>

Dear MY WIFE'S NAME,

 This is a courtesy notice that you have reached your data plan limit. [my wife's phone number] has used 300 MBs. Data usage which exceeds your plan allowance will be billed at $20 per additional 300MB.

 To check your data usage online or make changes to your data plan, please visit www.att.com or download the free myAT&T app to your smartphone. You may also dial *DATA# and receive a free text message with your current data usage. Your next billing cycle date is 07/19/2013.

 As always, Wi-Fi usage does not count against your data plan and is a good way to help manage your data consumption. For additional information about data plan requirements
 and tips on managing your data usage visit https://www.att.com/dataplans.

 *Important: In general, domestic data usage will be reflected within 24 hours.

 Thank you,
 AT&T
---------------------------------------------------

Okay, this message arrived exactly one minute after the first message. I was on it instantly and had barely divined its meaning before getting a follow up message telling me it's too late to do anything. I've already been billed.

Thanks, AT&T!

Everything I've come to expect from we-couldn't-care-less-customer-relations software.
  • This is my wife's data usage, but the email alert was sent to me.
  • Despite being sent to me, the greeting uses my wife's name.
  • "In general, domestic data usage will be reflected within 24 hours" Does this mean this data notice could be up to a day old? Because that would increase the likelihood that- 
  • This warning is too late to do any good whatsoever
THAT USAGE WARNING YOU'RE STILL READING?

MOOT. 

CHA-CHING, BABY!

Alright. It's twenty bucks and now that we're over into another 300MB bucket - there's not a lot of point in contacting my wife. 'cos - y'know, two days for 300MB and this is pretty unusual for us.

We went over, we got billed - and AT&T customer care stinks. What else is-

*nine minutes later*

---------------------------------------------------
From: AT&T Customer Care for Wireless <ATT.Wireless.1678756034@emaildl.att-mail.com>

Date: Wed, Jul 17, 2013 at 4:22 PM
Subject: Data Usage Alert - Nearing Plan Limit: Data Usage = 525 MB
To: "ME" <myemail@address.com>

Dear MY WIFE'S NAME,

 This is a courtesy notice that [my wife's phone number] has used 525 MBs and is nearing the data plan limit. Data usage which exceeds your plan allowance will be billed at $20 per additional 300MB.

 To check your data usage online or make changes to your data plan, please visit www.att.com or download the free myAT&T app to your smartphone. You may also dial *DATA# and receive a free text message with your current data usage. Your next billing cycle date is 07/19/2013.

 As always, Wi-Fi usage does not count against your data plan and is a good way to help manage your data consumption. For additional information about data plan requirements and tips on managing your data usage visit https://www.att.com/dataplans.

 *Important: In general, domestic data usage will be reflected within 24 hours.

 Thank you,
 AT&T
---------------------------------------------------

Okay, seriously. What the hell? In the span of ten minutes - I've gone from:

  • In danger of being billed an additional twenty dollars; to
  • Being billed an additional twenty dollars; to
  • In danger of being billed yet ANOTHER twenty dollars 

I finish what I'm doing and sent a text to my wife:

Are you downloading podcasts on your phone?

*four minutes later*

---------------------------------------------------
From: AT&T Customer Care for Wireless <ATT.Wireless.1678766693@emaildl.att-mail.com>

Date: Wed, Jul 17, 2013 at 4:26 PM
Subject: Data Usage Alert - Exceeding Plan Limit: Data Usage = 600 MB
To: "ME" <myemail@address.com>

Dear MY WIFE'S NAME,

 This is a courtesy notice that you have reached your data plan limit. [my wife's phone number] has used 600 MBs. Data usage which exceeds your plan allowance will be billed at $20 per additional 300MB.

 To check your data usage online or make changes to your data plan, please visit www.att.com or download the free myAT&T app to your smartphone. You may also dial *DATA# and receive a free text message with your current data usage. Your next billing cycle date is 07/19/2013.

 As always, Wi-Fi usage does not count against your data plan and is a good way to help manage your data consumption. For additional information about data plan requirements
 and tips on managing your data usage visit https://www.att.com/dataplans.

 *Important: In general, domestic data usage will be reflected within 24 hours.

 Thank you,
 AT&T
---------------------------------------------------

Alright, seriously irritated. I call E and ask what the heck is going on.

The boy has been watching videos on her phone during his Dr. Appointment. They were supposedly on WiFi, but there's no way to establish that definitively. We're out another $40, and I have no way of knowing if these messages ("In general...reflected within 24 hours") are lagging so bad that there are more messages coming.

Awesome.

This serves the basic need of AT&T: tell the customer they are buying more data - but does exactly ZERO for the end user.

Know what would do something for the end user?

Something like this:

This is a message that the user can do something with.

The "Whoa! Stop! Stop!" command (or something like it) would slam the door on all cellular data transfer and (if there were consequences from these interruptions) route the user to a follow up screen:

If you're getting really fancy - it could route the user to a preferences page that asks them if they just want to shut every cellular data transfer down or if they want to customize a response.

They could just cut off streaming media, for example.

Stop> Set Bandwith preferences to: Streaming media-wireless only>
Save until next billing period begins.

Boom. Done.

'Kay?

iOS 7 is giving users app level control over bandwidth, and that's great - but users can still be ambushed by data charges from the odd scenario. There's no reason why they shouldn't expect their smartphone to notify them when their data use is about to cost them more money.

This should be baked in functionality.

Yeah, we can get Onavo and dial in throttles app by app, but the decision point should be communicated to the user when it happens.

You are about to buy a movie. Okay?

You are about to buy this song. Okay?

From the customer perspective, these are the same thing.

So is this:


THAT's
 a courtesy notice. Because it asks you up front - and respects your decision.

Why don't we have that?

Wednesday, July 10, 2013

Mom vs. the Eiffel Tower


My first visit to the Eiffel Tower was in utero.

I have been told this countless times in countless places to the point where this is a completely meaningless string of words. Well, they served as a mnemonic trigger for the phrase that always followed them.

But they wouldn't let me go up, because I was pregnant with my son.

Mom's spent a good part of her pre-parental life travelling the world with dad, and a not insignificant portion of her motherhood telling her children about all the places they'd visited while they were too young to remember anything.

I was in Holland, Germany, France - all over the damn continent - but we moved to the US when I was two, so it wasn't even whiff of a memory.

If I concentrate really hard, I can conjure up a dark room with a bowl of German candy that I imagine was our apartment in Büchenbeuren. But honestly, I probably imagined that from all the times it was described to me.

Mom's narration is what I have - instead of actual memories. In our recent trips together, it's finally dawned on me just how much Mom loved Europe. Mom was shamelessly proud of having a blonde, blue-eyed baby boy in a baby-starved town like Büchenbeuren.

Our landlady was madly in love with Jen - and would brag to her neighbors that her house had a little girl and new baby in it. This was part of our family's mythology - and Mom still delights in telling it.

But this latest trip was starting in Paris - so the bit that kept bubbling up was how I cheated Mom out of getting to the top of the Eiffel Tower the last time she was in Paris. She'd been ready to go, but a month from her due date, people didn't want her to take the risk.

Exactly which people stopped her changed with each telling, but the common thread was always I was their justification for stopping her.

------

This time around, Mom was determined to check the Tower off her bucket list.

I knew this because she'd sent me a lengthy article detailing all the reasons why any thinking visitor to Paris would avoid the Tower at all costs. Fun fact about the maternal line of my family: when they loudly talk about something they will never do - Count on them doing just that.

(All readers who know me can just. Shut. Up. Now. Thank you.)

Anyway, I'd assumed this was the opening salvo in a series of denials until we found ourselves over 300 meters above the City of Lights.

Donc, Allons-y!

I mean, I'm fine with that. I'd go anywhere in Europe, the only thing I mind is the buildup. But Mom wanted to feel like she was slowly winning me over to this goal.

Ever the good son, I played along. Said I'd be fine with going, but wasn't really into the whole stand-in-line-for-hours thing. "If the stars align, I'd go up."

Which was at least partially honest. I mean, we were only going to have a short window of time in Paris and a six hour slice of time is a big commitment to one location. Mom had a long list of other attractions she wanted to see - something would have to give.

La Tour Eiffel might be that something.

About a week after the first denial, Mom emailed me reservations for the Lounge Eiffel. She was all bummed out because online reservations for the summit were sold out. The lounge was on the first level - and while it wasn't the summit, it was still the Tower.

"Besides, there might be a way to finagle a way to the top from there." Mom was still hoping. She'd had an idea and her stubborn was kicking in. Dad's stubborn was loud - Mom's stubborn was more subtle.

But I'd been less than helpful about what we should go and do in Paris so far, I might as well get with the only plan we had.  I wanted to see the 11 arrondissement, but the more I read about it, the less I thought it would be a practical choice. We were going to be on foot for most of the time, and the bulk of our other choices were well to the west.

And we'd booked a reservation - for about $100, you can get drinks and snackies on the lower level of the Eiffel Tower - so there was a time and place set in our otherwise chaotic idea of what we'd do in Paris.

--------
<Shorthanding>
Airlines suck.
The TSA can blow goats.
Charles De Gaulle airport is a bizzare thing on many levels.
</Shorthanding>

OMG. Paris. Beyond description awesome. I hate big cities with a passion, and perhaps if I lived there Paris would rub me raw - but on vacation - Paris is the sh!t.

I had a smattering of French in college - and I've always been a decent mimic, so I was seriously looking forward to trying my luck in French. 

I was, of course, disastrous - but a few moments of success make you feel like a million bucks. I got hooked on saying Montmartre, just because it's fun. 

Montmartre.

Anyway, we hit the Musée d'Orsay - which rocked, if you go, buy tickets online first, nothing like blowing past the line with a ticket you bought on another continent - and bopped into their cafe, which, 

Well - 


- its was nice. 

Yeah, kinda.

Afterwards, we managed two miracles. First, we got a parisian cab to stop for us, and second we directed him to our hotel in french. Which was great fun. Less so for the cab driver, as our hotel was on a street with a name that is used repeatedly in the same neighborhood.

J'étais confus

But we got back in time to make our reservation.

--------

The travel article Mom had sent had warned us about the crowds and assured us that the view from the Tower wasn't worth it. "The view OF the Tower is what most people want to see, when you're on it, you're looking at a bunch of buildings."

Fair point - certainly something to keep in mind if the only way up cost a lot or took a long time.

We walked to the Tower, and that was part of the fun. Weaving through the historical buildings and narrow streets and then you see it poking out from between the buildings.

Hey look, we've discovered the Eiffel Tower!

At the base, you can see all manner of tourist trappings, booths and ticket counters. Mom's reservation had us queing up to a booth advertising restaraunt reservations. 

It was two people long, and took less than a minute to get our admission tickets. Huzzah! 

Let's set the scene, shall we?

Picture yourself in a teeming throng of humanity, desperately queuing for the elevator that will take you up to Level 1 of the Tower. It's hot, you're crushed against total strangers, fearful of pickpockets - and the only thing between you and the elevator is a winding maze of fences PACKED with people just as pissed off as you.

Now, imagine watching two people walk past the entire length of the line and go right up to the elevator - ahead of everyone - and the attendant doesn't stop them, no! They smile and usher them onto the elevator like a long lost friend.

That was us.

OMG, I really should feel ashamed - but I was nothing but smiles as we bypassed the desperate and snarling masses like we owned the place. 

Bonjour, Madame et Monsieur, billets?

Deux.

Bien sûr!

Sometimes, Evil is pure magic. Up the elevator and away from the unwashed proletariat scum. 

Huzzah!

Whisked upward at a slant - we suddenly found ourselves loosed on Level 1. 

-Which oddly looked like plywood wrapped in plastic. And caution signs. Lots of those. Level 1 was apparently under a lot of construction at the time, or at least the corner around our elevator was. The entire carful of passengers looked pleadingly at the elevator operator who (in the manner of Charon) laughed menacingly and waved us the hell out of their elevator. Hahahahahahahahahaaha!

--------

Time for some observations about how things work in Paris. 
  1. There are many ways to get what you want or where you want.
  2. There is an established system of how this will be done
  3. SHAME THE HELL ON YOU FOR EVEN ASKING ABOUT THE SYSTEM. FIGURE IT THE F*CK OUT. 
  4. WHAT ARE YOU, A CHILD?
  5. JEEZUS
We'd been pretty successful bulling our way to our goals thus far, so Mom and I ducked around the corner barricade while eveyone else was snapping pictures or staring up. For being on a tower, it felt an awful lot like being in an airport. Pipes, construction equipment, lots of plastic barriers. We came out into a clearing and finally saw a view of Paris from on high. It was nice, but we were trying to find the restaraunt. We had reservations for 6pm and we were just going to make it.

Past some house-sized glass walled box with stacked chairs in it, past another elevator terminal. Right turn, right turn and right up to a door labeled 58 Tour Eiffel.

Inside, it was seriously cool-



We proudly went up to the hostess with our reservation-

-who cut us off immediately to tell us that the restaraunt would not open for another half an hour.

Uh....

We checked our reservations to confirm that, yes - they were for 6pm and - yes, it was after 6pm.

Welcome to Paris!

Okay, we reasoned that the 6pm time was to make the elevator and they'd assumed that we'd take some time getting to the restaurant - maybe take a few pictures.

But we wanted to make sure we would still get our table.

"Can we wait here in the lobby?"

Bien sûr!

I know the stereotypes, but the Parisians we met were very polite. Most were in the service industry, so you expect courtesy there, but out in the streets the folks we met were great. There were in a hurry - so like any urbanite, they'll go from a smiling nod to beating you to death with a claw hammer if you stop at the top of l'escalier to read a map.

WHAT THE F*%K IS WRONG WITH YOU?

GODDAMN.

I hate those people, too. Who does that? Same people who stand in line at the deli and - when it's finally their turn - glance up at the menu like they've just noticed it was there.

CLAW HAMMER!

No, the Parisian vibe I got was that of a population in a hurry. Keep walking and if you need to stop, pull over to the side - get clear of the traffic flow - and then get out your damned map.

One exception to the hurry: Dining. Every place we went assumed we wanted the table for the rest of the day.

L'addition? Vraiment?

They view their presence as an interruption into your meal - were it possible, they would beam the food to you. We don't want to bother you.

Which is perfectly civilized - so long as you're not on a schedule.

Tourists by definition are on a schedule. Having all the time in the world while in Paris is called living in Paris. The trick of course, is to schedule a block of time where you don't have anything better to do.

Book the night, and bin the schedule until morning.

We'd tried to do that. But then - our evening was supposed to start at six.

So we waited. More people arrived after us. Some from the same elevator - fresh from wandering lost through the maze of construction. We watched as - one by one - they discovered that 58 Tour Eiffel wasn't going to open for another vingt minutes.

Dix minutes.

Cinq.

A huge group arrived - easily forty people all in a rush. The hostess bravely stood her ground and had them wait as well. Mom and I held onto our bench seats in the lobby while these well dressed and clearly well-heeled types preened and pouted.

And stood.

Finalement, the restaurant opened and we rose to claim our seats - and found the huge group was going first. It briefly appeared to be open seating, so Mom surged into the room to grab a window table.

I was hanging back, thinking since we had reservations - we should probably check in first. Mom was urgently waving me towards her and the choice table she'd nabbed - but I could see there was going to be trouble.

I checked with the Maître d, and it was clear we'd have to queue, after all. Mom slunk back to the entrance and we handed over our reservation.

"Madame, this is for the lounge. This is the restaurant."

Of course. We realized it at about the same time. This is a place that serves meals. We'd made reservations for drinks and appetizers.

I mean, they certainly could do both in one place, but that would be too easy. There is probably a bar or... something that we'd walked past in all that construction. We trudged back out of the restaurant, realizing it was now well after our reservation time and wherever we were supposed to be - we should be there already.

Back around the Tower. Left turn, left turn and -

Hey! That house-sized, glass-walled box we passed earlier? Well, the stacked chairs have been taken down and it looks like a bar.

Or a Lounge.

When we arrived at 6pm, they were closed and looked like furniture storage. Now, they looked like a modern bar with cushy chairs and an unparalleled view of the Tower's interior. There was a patio outside, but the day had been drizzly so no one was out on it. Pity. The view would be great, if there were any sun.

Whatevers, we hit the lounge and were whisked over to our Reserved Couches. They had signs and everything. Before long, we had champagne and a parade of stylish appetizers. And we began to relax.



Finally, we were where we were supposed to be. We'd paid to do drinks on the Eiffel Tower, and - despite the logistical bumps - we'd made it. We yukked it up and took pictures and did all the stupid you're supposed to do when visiting a major landmark.

We're having a drink! In the sky! Huzzah!

We watched tired and cranky people stagger out of the stairways and march past the lounge.

Ha Ha! Let them eat cake! We will have crevettes! Ho ho!

What was doubly funny was the lengths the Lounge had gone to - to make people feel privileged.
These couches are for the general public. These others right next to them, and identical in every way - are RESERVED.

Mom was determined to make the appetizers last and was telling me to take my time. She wanted to linger up here. Appetizers never really take that long and I was ready to go in about thirty minutes.

But we stayed. Mom was beginning to make noises like we should go hunting for some stairs or try to find an elevator line. Here we go...

I was fine with doing it, I was - but the fact that summit reservations had sold out had me in the mindset that we were done.

Short of waiting in line for hours, that is. We were on Level 1, which meant we needed to get two elevators. Elevators required tickets and I knew of only two places that sold tickets: the web (which was sold out) and all those little booths that were now 57 meters below us.

I don't want to crush Mom's dreams, but we were hosed.

Undaunted, Mom went to talk to the waiter. I saw him shrug.

Done.

Then Mom went over to the bartender. Well, bartenders know things...

Mom bounded back, big smile on her face. "He says we can do it! There's a way up!"

I. Uh...

We grill the man. "There is a machine. You put in your money and it will give you a lift ticket."

Shut. Up.

"How much?"

"Just four Euro, monsieur."

I have eight Euros in my pocket as he says this.

Okay. It's almost 7pm. If we're doing this, we need to do this. Now. I ask him for specific directions. "Where is this machine?"

"It is just outside, monsieur."

It sounds way too easy, but we grab our things and bolt out of the lounge. I'm wondering how will this will go wrong? It can't be as simple as...

There will be a huge line. All these people are coming up the stairs. We've been watching desperate people stagger past the Lounge for the past half an hour...

But it is just outside the Lounge. So much so, that we blow past it before catching a glimpse of it and doubling back.

Pro tip: If you're on Level 1 of the Eiffel Tower, find this machine.

See that? That's Parisian signage. As in - none.

Oh, and it's brown - so it will stand out.


There is a single family ahead of us - and they depart as we walk up. They are clearly frustrated - and at first I'm thinking the machine is out of service.

But it's working. Or at least I think it is. This is what it looks like:


I'm reasonable with written french, but this has me completely mystified. So much so, that I take this picture of the screen and walk back to the Bartender.

"Pardon, monsieur. I don't understand this machine. What do I do?" He is mystified as well, but assures me that the machine is working and will give me a ticket. I was confused about the price and he assures me that it is 4 Euros per person.

Okay,  I think I can do that. I go back and - purely out of confusion hit the silver button by the red label 'Volver' -

- I'm taken to a screen that shows me a selection of flags - including the Union Jack.

English! Sacré merde!

I slap the Union Jack button and all the words start making sense. 'Adult' 'Two' 'Confirm'

I slap in the coins and it spits out two tickets called 'SUPPLEMENT.'

Whoo-hoo!! We bolt over to the nearest lift and stand there with a small group of bewildered tourists. There are no signs and nobody knows what to do. So we all wait.

An elevator arrives, but its on the way down. We're trying to figure out if this one will now go back up or continue down to the ground level. We finally manage to get the attention of the Elevator Attendant who tells us to go around to the other side of the elevator (there are doors on both sides) and her "colleague will help us."

Merci, madame.

We dash around the lift terminal and watch the elevator drop down out of sight. We'll catch them on the up leg, I guess.

The 'up' attendant is all alone. This makes no sense to me. There are scads of people waiting in lines below us - everyone's trying to get up and... there's nobody here...?

We ask this woman if we are in the right place. She glances at our tickets.

"Absolutely. You are in the right place." She is so nice. And she chats us up. There's no one else here, so she asks Mom where she's from. Mom tells her and her eyes grow wide. "Did you..? Were you affected by the cyclone?"

Katrina? Yes. Mom tells her the story.

The Attendant's eyes grow wider. She is aghast. She apologizes for asking. She is so nice. We met her at a lull in the action, but her job has got to be stressful. Nobody climbing up the Tower is at their best. They're all stressed, tired & sweaty. Day after day, answering the same aggravating questions...

And here, we've found someone who manages to stay serene. To show real concern. She puts her hand on Mom's shoulder. She offers her sympathies.

There's movement behind us. An asian teenager steps up to the Attendant. She's holding a ticket and is desperate to ask a question.

The Attendant continues to comfort my Mom. She asks how the region is recovering, if things are better now. Mom assures her that the region has a long way to go before-

"Miss?" Asian girl just needs a moment. "Can you-"

Attendant goes from sweetness and light to East German Border Guard in one half second.

"EXCUSE ME!" She makes an imperial gesture with her hand.

Asian girl leans back, shaken.

The Attendant looks back towards my Mom as if to say, please continue...

Mom's at least as startled by the transformation as Asian girl. "I, uh... It will take some time, before there's any real talk of normal." She steps back to offer Asian girl the floor.

The Attendant continues, "It would take awhile, I see... but you hear such encouraging things on the news."

Asian girl looks like she's dying here. She just needs this one question answered and... she goes for it.

"Please, I-"

Attendant rears up. "I AM SPEAKING!"

Asian girl goes quiet for good. Mom does the decent thing and wraps up her discussion early - and nods to the newcomer.

The Attendant glares at the young woman's ticket. "THIS IS THE WRONG TICKET. YOU MUST WALK. THERE ARE THE STAIRS. GO!"

Another supplicant arrives with the same question. They get the same treatment.

"THIS IS THE WRONG TICKET. YOU MUST WALK!"

Mom and I just pretend to be part of the ironwork. As the elevator arrives I notice that there were two corners to our ticket and the Attendant has torn them both off. I ask about this.

"This is so if you discard your ticket, no one else can claim it." She smiles.

"Ah. And this is the ticket that will take us all the way to the summit?" I want to be sure.

"Absolutely. This is for the summit, monsieur." Again the smile.

We thank her and Mom charges into the elevator. This is really going to happen. It's starting to dawn on me that this is no mere bucket list thing for Mom.

She has really been wanting to do this for a long time.

We ride up to Level 2. Pressed in with a group of strangers in Paris, thoughts naturally turn to pickpockets.

It's not our fault.

Warning signs are everywhere. Absolutely everyone involved with our stay in Paris warned us - repeatedly - that Parisian pickpockets were omnipresent and very, very skilled.

(As it happens, the very next day, a woman in our group was pickpocketed in Montmartre. Lost all her money and her passport. Second day of a two week trip. Incredibly, her trip got much worse. I digress...)

So, Mom's got her purse in a deathgrip. I've got my Bag of Holding zipped up, reversed and covering my hidden wallet pocket.

Tense? Yeah, kinda.

But Level 2 is more like what you expect from the Tower. Balconies, views. Open spaces. We sightsee for a bit, but Mom is clearly summit bound. She queues immediately and I link up with her. I'm watching a video screen replay the same three bits over and over.
  1. Fold up your strollers
  2. Watch out for pickpockets
  3. You need either a Supplement ticket, or a Summit ticket to use this elevator.
Over and over. We're in line for a LooooOOong time. Mom's starting to get cranky. She sees a man get into line ahead of us. Then leave. Then come back and go in the front of the line and board the lift.

She's clearly irritated. I'm thinking that was us about an hour ago on the ground floor, but I didn't see any special tickets or signs of anything special about the person. Hmmm...

I check the ticket in my hand again: SUPPLEMENT. 
I look at the video again: SUPPLEMENT.

Okay. Just making sure.

Ahead of us is a family who sound like they're from Alabama. They see our tickets and ask us if this is a line to buy tickets. I tell them (with more confidence than perhaps warranted) that we bought our tickets on Level 1 - and that if people were buying tickets in this line - we'd be moving even slower.

The Alabama mom groans and the family just gives up right there. They walk out of line. "I'm not going through that again," she says.

Owch. How awful would that be? Get all the way up to Level 2's lift and wash out?

I know what you're thinking: I was thinking that, too.

I check the ticket in my hand again: SUPPLEMENT. 
I look at the video again: SUPPLEMENT.

Okay. Just making sure.

By the time we get to the Elevator Attendant we are just about done. Mom's eyeing everyone like they're after her purse - and my feet are killing me.

I hand over the ticket and the Elevator Attendant stops me.

"This is the wrong ticket."

What?

I try to argue. "But your colleague told us this was the right one..!"

Elevator Attendant is unmoved. "I saw you on Level 1. This is not the right ticket. Go. There is a machine on this level. Come back to me when you have the right ticket."

I'm practically ill at this point. I'm absolutely certain that our ticket says SUPPLEMENT and that the signs and videos are saying this is the right ticket. The nice Attendant from Level 1 told us this was the right ticket...

All of this means nothing. In front of a roiling pack of tourists, there is no arguing the point.

Mom and I get out of line.

We go looking for the machine on Level 2. Behind us, I see the line has doubled in length, and another elevator load of tourists files in while I'm watching.

We are screwed.

We dash around Level 2 like fiends after a fix. We finally locate the same brown box tucked away - like an afterthought - in a closet sized alcove.

I'm out of coins and the price per ticket is now 6 Euro per person. But it takes plastic.
I bust out my credit card and try over and over again. Nothing.

Screwed.

I try again. Nothing.

Screwed.

Mom's really starting to get upset. I knew this was important to her, but realizing exactly how important is killing me. We got this close - did exactly what we were told - and we're screwed.

Even if we get this machine to work-

-Two teenage girls bop into the alcove and use the other machine. They have coins and are there and gone with tickets in an eyeblink.

I switch to their machine - and it works. 12 Euro charged to my Visa and we have two tickets marked SUPPLEMENT - only these say '6 Euro' on them.

So... Why the-
SHAME THE HELL ON YOU FOR EVEN ASKING ABOUT THE SYSTEM. 
Allright, allright...

We trudge back to the Lift line. It's tripled in length. At least.

We are done.

We were almost an hour in this line - last time. Mom's back is not going to manage that. I know her ankles are killing her. Even if we push through the pain, we'll be up there after nightfall and the whole point of this was to see Paris by day.

I'm looking for a way to verbalize this.

Mom looks at me giving up.

-And walks over to a random blonde attendant. "Excuse me?"

Oui, Madam.

"We were told we had the wrong tickets, but to come back when we had the correct ones? Is it okay if we go up to the front?"

I cringe. I'm waiting for the hammer blow of NO! and waiting for someone, anyone in the line to overhear this and start willing hot death in our direction.

But Mom is unswerving. She remembered that man who cut in front of us in this very line. He'd left and come back to the front of the line. She realized he wasn't cheating - he was just like us.

He had the wrong ticket.
Come back to me when you have the right ticket.
I thought the Elevator Attendant was being mean.
Come back to me...
Mom knew she was being nice. Don't come back and wait in line, "come-back-directly-to-me-and-I'll-let-you-in."

Mom's blonde attendant understood this at once.

Oui, Madam.

And she escorted us both to the front of the line - where the Elevator Attendant waved us in.

Language and a crush of humanity interrupted a proper display of gratitude - instead I gasped out

Merci, Madam. Merci!

And we were in.

The lifts to the top are hilariously narrow, and urgency makes them seem even more cramped - but once you've made the last lift to the summit - all of that ceases to matter.

Forget pickpockets, they're smushed up against you with nowhere to escape.
Forget the heat - everyone is drunk on the thought of reaching the summit.

And then your stomach falls through your feet and you are catapulted into the sky. Height sensitive types begin wailing and everyone else cheers and I look over at Mom

-and she's laughing like a Madwoman.

Not the usual chuckle of conversation - but a full body exultation.

Summiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiit!!!

When the doors open, we practically explode onto the floor. I'd expected to emerge into daylight, but the landing level is fully enclosed. There are stairs to the upper deck which is fully open air.

Mom's beat, I can tell - but nothing is going to keep her from those stairs.

We're up - then out. And marveling at the view. That article was so full of sh!t.

We'd had solid clouds and rain since we came to Paris, but on the Tower we caught our due. 

La Seine

La Basilique du Sacré Coeur de Montmartre

The view is incredible.

Better still, you are surrounded by total strangers who are as summit drunk as you are. Everyone's celebrating, asking you to take their picture. I helped a young slavic couple with their summit photo, they helped us.

Then I helped some greek guy. Chatted up some teenager who was petrified with fear but still leaning out for the view.

It was brilliant.

Mom was jubilant "We made it! We made it!"

And she had every right to be. I'd totally struck the tent. I'd stopped her from going up the first time, and I was about to give up this time. Mom stuck it out. Willed it to happen, like always.

Any time anyone thinks I'm stubborn, I can say I'm nothing compared to my Mom.

And say it with pride.

'Cos sometimes... stubborn can get you places.

Way to go, Ma.