Posts Tagged ‘microsoft’

I do not follow many blogs, nor do I repost or comment on others blogs here much. I guess I am a bit anti-social even on the web. I am endevouring to change this, but that is not the topic of this post.

One of the few blogs I follow, Anil Dash, had a really good post yesterday, the title was ‘re:Vision’.

“…is it a good thing for the world if this thing takes off? My sense is that we’re more likely to get positive answers to that question if the teams that are making these products are led by an appropriately ambitious vision.”

Those closing lines of Anil’s re:Vision post, are what made me feel compelled to comment on his latest article. I have been paying more and more attention to product design over the last couple of years and I don’t just mean the style of the design, i.e. how cool something looks.

I have started asking myself whenever I come across a new product (or service), “What problem does that solve?” Because, a great product should solve problems (or at least more problems than it creates).

Rarely, have I thought about “is it a good thing for the world if this thing takes off?”

I think to looks a product/service and be able to really answer that question, you do need to look at the vision, move beyond what is quite frankly just the utilitarian aspect of “solving a problem”.

“When launching the new version of Amazon’s book device the Kindle, Jeff Bezos offered up the vision that the company has for the device: “Our vision is every book, ever printed, in any language, all available in less than 60 seconds.” It’s a message that Amazon has been consistently advocating since the device’s initial rollout, and meshes nicely with the early Amazon vision of being the world’s biggest bookstore. “

The opening paragraph of Anil’s article. He quotes Jeff Bezos, who states the vision for the Kindle(2). I mean, in terms of solving a problem, if there is someone out there that truly needs access to every book ever printed and they need it in less than 60 seconds, then Amazon’s Kindle devices are going to likely be their best bet.

But, as I said, moving beyond the utilitarian aspect of “solving a problem” the idea of being able to access any book in the world in less than 60 seconds (for a nominal fee of course) is amazing. It would seem like the stuff of the future just a couple of decades ago, only the futuristic worlds of the Jetsons or Star Trek would allow you to have that sort of information at your fingertips.

But thanks in part to many of the other companies, some of which were mentioned in Anil’s article, like Microsoft and Apple that dream of instant gratification has become a reality. After reading books like “Where Wizards Stay Up Late”, “What the Dormouse Said”, “Accidental Empires” and lastly “Dealers of Lightning”, I would have to add companies like Xerox, IBM, Bolt Beranek and Newman, government agencies such as ARPA (later known as DARPA).

I also want to also mention Vannevar Bush for his idea of the Memex (proposed in 1945) having influenced J.C.R. Licklider who is considered one of the most important figures in computer science. Lick, as he was known to friends, wrote a fairly famous paper Man-Computer Symbiosis.

My point of all of that is that, the idea of being able to access man’s collective knowledge is something that has been around what seems like forever (in Internet time). And I applaud Amazon as taking up the vision where others have left off.

I am glad to see that there are companies out there that are doing more than just solving problems, they are trying to change the world. I know that the made for TV movie, Pirates of Silicon Valley comes to mind, in regards to a young Steve Jobs talking about how they are “changing the world, overthrowing dead culture” (paraphrased).

And of course, it just also happens to fit nicely into Amazon’s business plan to be able to give you access to any book in the world, with no physical delivery to deal with (or a warehouse, or physical returns, etc).

Latez

My 360 has been home for a couple of days now.

When I originally shipped it off for repair, I did not think to list my shipping address as the office. Which is unusual, I normally have packages sent to the office, since more often than not they require a signature, which does not happen when I am not home, obviously.

Microsoft replaced my busted 360 with a completely different one. Gina asked me why they did this, I can only surmise that it is because it is easier for the “repair facility” to put all the busted ones in a crate to ship back to China for “repair” and just pick a “refurbed” one from the pile and ship back to me.

They gave me a nice letter stating that they apologize for causing me any inconvenience, which was nice of them.

Even nicer was the Xbox:LIVE Gold card they sent me, good for one extra month of service. Because a day after having my 360 home and getting my daily fix of Fallout3, my LIVE Gold membership expired.

So, I guess I want to say two things.

1. Microsoft you suck! I mean there was probably some executive out there that weighed the costs of repair vs the time and cost for delaying the launch. So they shipped a buggy product. Which, when you ship softwar can be forgiven, just a little bit more so. You know, because a software patch is not as much of a problem as sending in a physical unit.

2. Thank You for acknowledging that you suck. You guys have endoured the “slings and arrows” of many rabid users, competitors and pundits and in my opinion have provided what has to be deemed GREAT customer service. You extended the warranty on all 360 units by 2 additional years for the RRD issue, you have taken to replacing the units with refurbs, speeding up the return time, and most of all you give the consumer something for their troubles.

Those are all things that you did NOT have to do. Those are things that I believe help make up for the fact that you guys shipped buggy hardware.

So definitely keep up the good customer service, but possibly, please possibly try to not ship hardware with such a fatal design flaw in the future.

Laterz