Off to Wizard World LA!

Well, in just over five hours, the family and I will be heading south to Wizard World Los Angeles. It’ll be our first time in the LA Convention Center, and I’m looking forward to it.

We’ll be trying out a different booth setup for this one (dubbed the “light” setup, since it’s theoretically shippable–unlike our “heavy” setup we typically use in San Diego which requires a cargo van to get from place to place). Although going with the traditional heavy setup was certainly an option for us due to the relative closeness of the LA show, we decided to try out the alternate booth arrangement instead. If it works, we’ll be more easily able to take the show on the road to more distant shows around the country and beyond.

(The real test will come two months from now when we do Comic Salon in Erlangen, Germany–our first ever show in that country!)

Wish us luck, and if you’re down in LA over the weekend, please stop by our booth and say “Hi!” — we’ll be the ones under the giant rocket ship near Artist Alley…

The Customer Isn’t Always Right… But the User Is

Today, as I labored mightily to get a usable ComicBase 12.1d1 out the door, a frantic email came in from a very upset customer. This same customer had earlier found a way to embed tab characters into their issue notes by the ingenious application of cut and paste from other web sites, and I’d spent part of Friday figuring out how it was that they’d managed to concoct a sales file which Atomic Avenue couldn’t process. In fact, one of the items on my day’s “to do” list was to put in a fairly simple fix to make sure that no future user could ever duplicate that user’s feat.

Now, on a Sunday where I was cooped up in the office sucking down coffee by the quart while I tried to figure out various currency conversion issues for ComicBase, the customer’s email flickered onto my screen demanding immediate action as the customer claimed ComicBase had somehow wiped out all their data.

“Alright, calm down… ” I was thinking. “She almost certainly just opened the wrong database by accident and is freaking out because it looks like all her work disappeared.” This has been a periodic problem that crops up a couple times a year ever since we made it possible to work with multiple databases. Basically, the customer starts working in one database, forgets that they were doing so, then does something to reset their preferences (or simply clicks on the wrong database file) and has an immediate heart attack when the data they’d slaved over entering appears no longer to be there.

I dashed off a quick note to that effect to the user, and a moment or two later regretted the somewhat rushed tone of the email. To make amends (and to more completely explain the scenario so that future users who managed to get themselves into a similar fix could find help on their own), I quickly wrote out a “Tip of the Day” on what serves as our in-house knowledgebase.

“Everything’s going to be fine” I thought, “so long as she wasn’t doing something stupid like working from their backup copy, then saving over it with a blank database while they thrashed around looking for the database she’d been working in.” This was the one worrisome scenario which could ever come up and cause a ComicBase user to lose work, and I’d written any number of newsletter, forum, and email posts warning folks never to do it. I made particular note of it in the Tech Tip so that I could point to it in posterity (or my successor could point it out after I passed out at my desk from too many Vente Mochas).

Naturally, this is exactly what the user in question had done, and although she’d only lost a few hundred books’ worth of data in the process (and I’d even offered to get much of her data back from Atomic Avenue), she was well and truly ticked off, and wanted a refund.

Here at Human Computing, we have an almost absurdly lenient refund policy. To wit: if you’re not amazingly happy with ComicBase, we’ll give you your money back—end of story. We don’t have a big involved RMA process for doing so, since even with this policy in place, we generally only get one or two refund requests per year—that’s less than 30 over the 15-year history of the company. Is it because we write perfect software? I’m afraid not. But our tech support is second to none, and we can usually help with just about anything that goes wrong—even if it’s a Windows issue, computer failure, or just something bizarre that the user did.

In this particular case, the user had done a number of wrong things, the most tragic of which was saving a “blank” database on top of their work, and not keeping any other sort of offline backup. From the sound of it, she even panicked and saved over the automatic backup that the program makes.

So was the user unreasonable to demand want an apology for a problem that she’d almost certainly caused? Yeah. Did she send about a dozen emails sniping at a guy loaded with coffee who was bending over backward on a Sunday night to help her recover from the problem? Yes again. And in the end, she wound up rejecting any further offers of help, and I quickly gave her a refund for her full purchase price ($49.95). I felt miserable.

I know a software company where the policy on tech support is that if the user can’t follow the single page of instructions to install and set up the software, they are asked to simply box the whole thing up and send it for a refund—just so the company can “fire” the customer and save a fortune in future technical support. In my darker moments, I envy this company.

But although I don’t believe that the customer is always right, I believe that the user of a software program is. If the user does dumb things, enters invalid data, abuses the program, and just generally does everything in his power to shoot himself in the foot, it’s ultimately my problem—not theirs. There are limits to what can be done, but—little by little—we try to make sure that we change the program in a way so that future users don’t run into the same difficulty. As ace programmer Joel Spolsky (Correction: It was apparently actually Dave Winer) famously said, consumer software is a game of inches. Each tiny improvement to the fit and finish of a piece of software helps someone. Add enough improvements up, and you’ve eventually got a world class product.

Before returning to the currency conversion problem at hand, I took some time and tried to brainstorm a solution to prevent especially persistent folks from accidentally recreating the exact, convoluted scenario which had cost me a customer tonight. Maybe the code I wrote to prevent this will never actually be triggered by an errant user’s efforts…or maybe it’ll save someone from wiping out their work. When 12.1d1 finally gets built–probably in the wee hours of the morning at this rate–it’ll also go out with the “No embedded tabs in the Notes field” fix which went into the code earlier today.

Here’s to moving the ball a few more inches in the right direction…

Carolyn’s Back (…and I’m Back at Work)

Well, after two weeks of Carolyn-lessness, the Beautiful Wife finally returned from her German vacation to a family that much missed her. Unfortunately, my work has much missed me as well, so I’ll be putting in the hours trying to catch up. Thanks to everyone at the office who covered for me in my office…now I just have to get 12.1 out the door before our next show in two weeks: Wizardworld Los Angeles.

If you’ll be down there, stop on by and say, “Hi!”

Dads: Treated Differently from 10-5?

For the past two weeks, I’ve been temporarily playing the role of single dad while Carolyn’s away in Germany. It’s largely been a rush of errands, art projects, home repair, meal preparation, and so on, but we’ve largely managed to get by.

As a regular working stiff, I’m struck by how my normal after-5 and weekend haunts are subtly transformed during the regular work day. For a start, the demographics of the bookstore and mall denizens are different, with young moms, older folks, and young children figuring much more heavily into the mix than on weekends. The really weird part, however, is that people seem to be treating me a little more nicely than they do normally. People seem to smile more. They crack jokes and compliment your kids in the checkout line of the grocery store…even normally grumpy electronics store clerks were suddenly helpful and charming when I came in at 10:30 am with my four year-old in tow.

What the heck is going on? Has a niceness outbreak been infecting the South Bay this past week? Or have I stumbled onto a secret world known only to stay-at-home parents and retirees? I’m not complaining, mind you, but I gotta say it’s starting to weird me out a bit…

Adventures in High-Definition

Well, the previously mentioned Big Freakin’ TV showed up right on schedule, and so far, it’s all I could hope for. It’s huge, was simple to hook up. It’s even fairly svelte–about 9″ deep at the lowest point, and despite its size weighs in at about 70 pounds once it’s unboxed. There’s also no sign of the “high pitched whining” some users of this TV had complained about. Best of all, the picture is gorgeous–especially when viewing HD broadcasts or (even better!) a Blu-ray movie. I thought my Dell lash-up was pretty spiffy before, but this new rig puts it to shame.

There were two reasonably major problems, however. First, my receiver (a Panasonic) lacked HDMI inputs–not to mention an input-selector knob since we managed to shear it off by slamming it with the sliding glass door to the my stereo rack. More importantly, it apparently felt intimidated by its new neighbor the TV, and decided without warning to go from being a stereo receiver to a mono one with the left stereo channel going out entirely. 45 minutes of connection-checking later, I concluded that the left side amp was kaput.

Anxious to get the TV up and running in full surround-sound glory, I decided to drop $200 down a the local Best Buy to pick up a Sony STR-DG510 receiver. I can’t claim to love its display or interface, but I certainly appreciate the sheer amount of technology in the receiver. In addition to HDMI inputs, it adds two or three types of new theater decoding (Dolby Pro Logic II, Dolby Surround EX, etc.) as well as a very nifty system for auto-configuring your surround speakers. Basically, you just sit where you’d normally be in your living room holding the supplied microphone, then the system blasts white noise from the various speakers and automatically adjusts the relative gain levels and calculates the distance delay that Surround signals should have in order to keep the whole thing in sync. Neat!

Unfortunately, this particular receiver also seems to have some oddities regarding the use of HDMI inputs. To wit: video comes across fine, but instead of hearing sound, the receiver shows the cryptic message “Unlock” — a message which appears nowhere in the 70 page user guide. Browsing the internet, however, it seems that for whatever reasons, the receiver does not allow Audio to pass through the HDMI cable, but instead only accepts digital audio if you hook up the separate optical or coaxial cable from your device. There’s definitely some sort of story here, since the HDMI cable should be able to handle both video and audio through a single cable…but at this point, I’ve decided to just play along and string the extra cables. If anyone can shed light on this weird behavior of the receiver, please let me know!

…Now I just need to drop $150 on a Harmony remote so I don’t need to use three different remotes just to watch TV…

Carolyn’s Adventures in Germany/My Adventures Playing Single Dad for Two Weeks

Carolyn’s big Christmas present from me this year was an airline ticket to Germany, which she’d been dying to visit—and me taking care of the kids at home for two weeks while she visits chocolate museums.

I’ll admit, I’ve got a reasonable bit of trepidation about the long absence, especially since I’ll be playing stay-at-home dad to four-year-old Kelly and ten year-old Neil from 8am–9pm (bedtime), and at the same time trying to keep from dropping too many balls at work (normally 10am–5pm, followed by 11pm–3am).

It’s going to be interesting, but so far, Day 1 (actually Day 0.5 — I dropped Carolyn off at SFO at 11 this morning) was pretty good. The kids both did a lot of picking up around the house, and they both helped muck in with the chores. Kelly even helped make pie (dumping in ingredients and taking turns stirring the filling in the sauce pan), and Neil did everything from cleaning a bathroom to helping with dishes. I’m really proud of both of them, but Carolyn’s left some big shoes to fill. She’s much missed already by all of us!

She better bring back some pretty darn good German comic books…

The HD-DVD/Blu-ray Format War: All Over but the Crying

From Engadget:

http://www.engadget.com/2008/02/16/toshiba-pulling-the-plug-on-hd-dvd-already/

If the Reuters/NHK report is accurate, now is probably a good time to put your HD-DVD player up on Craigslist (and hope they convert Heroes to Blu-ray soon!).

Good news: the format war is over. Bad news: it took about five years too long. Thanks, guys!

Update 12/19: It’s official: HD-DVD is dead. Toshiba just announced they were pulling out of the HD-DVD business.

The American Dream: Up from next to nothing

A great story about a kid who decided to “test” the American Dream of being able to rise from just the clothes on your back using hard work and a good attitude.

Call me naive, but totally believe in this stuff. I don’t even think it’s the exception. I’ll never forget how when I just got out of college and totaled my net worth for the first time, it came out to $6.

TV Torment

For the past couple of years, my TV setup at home has been a Dell projector shining across the living room at a screen I put together with a couple of yards of blackout fabric, lumber from Home Depot, and some black velvet trim for the border. When the projector isn’t on, it looks like we’ve decorated our living room using a large, minimalist abstract painting commenting on the emptiness of life; at night, which is when I almost always do my TV watching, it magically turns into a 77″ movie screen.

Some months ago, I started tip-toeing into the oh-so-pretty world of HD, which involved changing around lots of cables, my satellite provider (Dish Network’s HD offerings came much more expensively than DirectTV’s), and a Playstation 3, which introduced the world of Blu-ray movies to the Bickford household.

Finally, I could watch Heroes in HD—and notice how amazingly huge everyone’s pores looked. It all looked pretty darn good, but I couldn’t escape the feeling that something wasn’t quite right.

Anyway, about a week ago, I decided to take a break from the office, grab a coffee, and try to puzzle out how to work a certain new feature into ComicBase and Atomic Avenue. As I paced around the local strip mall with my grande Caffé Mocha (nonfat, no whip cream) in hand, I happened to drop in at the local computer store. There, someone had finally figured out how to sell Playstation 3’s by hooking them up to a big monitor and, you know, actually turning the monitor on (For some reason, the previous strategy of hooking up Playstation 3s to switched-off monitors, employed universally from coast to coast, had not proved the sales dynamo that stores had hoped. Go figure). Anyway, the screens and menus on the Playstation 3 looked fantastic—with a much higher resolution than I was used to seeing at home.

It turns out that the Dell projector we’d scavenged for our home theater lash-up can accept signals of up to 1920×1200, but the actual LCD matrix inside is only 1024×768. That’s a good sight better than the 640×480 signal associated with standard definition TV, but it’s not even quite up to the standard of 720p–the sort of mid-definition HDTV that’s usually broadcast. And it’s miles away from the 1080p, a.k.a. “full HD” which is output by devices like Blu-ray movies and Playstation 3s. In fact, it’s got something like 1/3 of the resolution of full HD.

Looking around at the screens in the electronics store, I was also struck by how very far they’d come in price since they first came on my radar back when Neil was kindergarten. They were actually—dare I say it—within reach of someone whose previous television-budget was such that saving a couple of hundred bucks by constructing his screen out of fabric and wood seemed a very sensible use of time and resources.

At that point, the mighty forces of rationalization and justification started kicking in. And somewhere in the “Ooh! Pretty pictures!” part of my mind, the item, “buy big freaking TV” got added to my mental list of things which ought to be done sooner rather than later. Like, say, tomorrow.

After the requisite approvals from family members had been obtained, I located a 65″ DLP TV from Fry’s electronics which was suitably close in dimension to what we’d grown used to watching, but with the added benefits of far better blacks, the ability to be watched during the daytime, and much higher resolution—all for just $1399. Unfortunately, when I found out that my car was about 1/2″ too narrow to fit the TV box in, I had to decide whether to (A) let the Fry’s delivery goons manhandle my new purchase for $59.99, or (B) try to locate someone with a larger car to haul the set home in.

Naturally, I went with plan B. But when I returned the next day with Joe from our office (whom I’d promised to bribe with lunch if he helped me lug the set home in his car), the Fry’s sales staff announced that the set had just gone up in price—by $600.

“But it wasn’t even listed as being on sale!” I protested. “Just give me yesterday’s price and we’ll have a deal.” But it was all to no avail. With the bitterness that you can only feel when you’ve decided to go all out and spend foolishly on something you really want, only to be thwarted, I walked out of Fry’s and bought Joe his lunch. I was eating a chicken sandwich, but what I was tasting was defeat.

(OK, that last bit might be a bit much. But I was still really, really bitter.)

I checked Circuit City. I checked Best Buy. I even checked other Fry’s stores as well as my nemesis CostCo. But nobody had the television set—or if they did, it was hundreds of dollars more expensive. The worst part was that I just knew I was going to wait out the geniuses at the Fry’s pricing department until the same bloody TV came “on sale” days or months later. But there was no way in creation I was going to hand Fry’s one cent more than $1399 (plus 8.25% sales tax!) for that television.

In the end, our good friend the internet saved me from months of mid-def purgatory. I couldn’t find the exact model I’d settled on for a competitive price, but amazon.com had the model one step up (with an extra HDMI port on the front as its major improvement) for $1468 — but with the all-important free shipping. When the lack of sales tax was figured in, I was actually a little ahead of the game. More importantly, I escaped the humiliation of crawling back months later to the same folks who had jerked the rug of reckless consumer spending glee out from under my feet.

By next Friday, hopefully I’ll be spending all sorts of pointless hours staring agape at the pretty high-res images on my new TV. The only dark cloud on the horizon? Reviews online say that some sets have had a horrible high-pitched whining coming from the color wheel. It seems to be a problem on a minority of sets, and the rest of the reviewers were gushing about how great the picture was. Hopefully the happy reviewers were not also the deaf ones, and the problem’s been fixed on this model. Otherwise, my TV torment will continue…

“Guitar Hero” for Real Guitars?

Leaving aside the obligatory Guitar Hero and Rock Band bashing, anything which makes playing (and especially learning) an instrument more fun has definitely got my interest. So this definitely seems worth checking out to me…

http://gizmodo.com/352800/guitar-rising-for-real-guitar-heroes