Punctuating The Silence

As I previously posted, I was having an issue with Native Instruments’ Kore 2 not being able to operate the way I needed it to, and the way I specifically asked about before purchasing the product. Native Instruments has acknowledged the bug, but this post isn’t about that, even though the ordeal is almost over (by Monday I should be able to move on, keeping in mind that Monday marks the end of the *second month* of trying to get this resolved!). This post is about the amazingly bad way I was treated by my Guitar Center sales rep during our last conversation.

It used to be that companies needed every customer they could get, and would do whatever they could to keep their customers satisfied and coming back. Now, maybe there are companies out there that are so big, and do so much business that individual customers don’t actually matter, and maybe in a slight twist of irony, the negative word-of-mouth that can be spread so easily via the Internet (say, via blogs) is obviated, or at least offset, by the increased business a company can do on the ‘Net, creating this situation in the first place. In any case, I’m sure these guys still work on commission, and whatever they’d like to think looking at their weekly or monthly pay checks, their customers *are* important.

So if you’re one of these, here’s a little tip: don’t tell your customer that he’s not important (actual quote: “sorry I forgot about this, but I see 200 customers a day”), don’t blame your customers or call them difficult (”I tried to work with you, and you changed your mind”), and don’t put your vendor sales reps in a bad light (”I just talked with him, and he said you weren’t interested in working with them, you just wanted to return the product” - this one especially got me, as I spent a *month* waiting for their tech support to eventually acknowledge a bug I knew was there from the first day I used the software). Oh, and I’m not just dumping on the sales reps - the store’s general manager and the district manger (whom I spoke to directly at one point) were both involved in this debacle as well. So after Monday (or whenever this is resolved), I plan never to set foot, or spend another dime, in a Guitar Center store (or website) again. I can’t (and won’t) tell you to do the same, but the next time you do, remember that you’re likely just a number to them, and hope that you don’t need to take anything back. And if you do, I hope you’re treated better than I was.

Although I was hesitant to post this until the matter was resolved, this has been going on long enough. Last December 4th, I purchased a software/hardware music package from my local Guitar Center. As a band, my friend and I spend and have spent a non-trivial sum of money there in the last year or so, and had developed a working relationship with one of the sales guys.  The package in question was Native Instruments’ Kore 2.

I have pretty specific needs when it comes to software of this nature, and I know what it needs to be able to do.  The Kore software version 2.0.0 did not have the functionality I required, and was interested to learn that the upgrade (2.0.1) seemed to have added it (that alone should have warned me).  I called our sales guy at Guitar Center, and asked him specifically if the new functionality would meet my requirement.  He didn’t know, but he promised to ask his Native Instruments rep (NI).  A little while later, he called me back with the news: it would do what I wanted.  I made the purchase, and a few days later (they had to ship me a copy from another store location), I had the product.

I went through the install and upgrade.  In order to get the upgrade from NI’s website, you need to register the product, which I did.  After getting everything running, I started experimenting with the new software, trying to figure out how I could configure the new environment to work.  After several failed attempts, and reading the mostly-unhelpful manual addendum, I turned to the user forums, figuring I was just missing something.  I had noticed, as part of my research into the product, that several NI reps were active on the forums, and I figured a detailed post would allow them to point out where my oversight was, and get me going.  After a few days without any response, I posted a follow-up asking if *anyone* knew what my problem might be.  One response gave me a glimmer of hope, but it turned out not to be the answer.  Note I’m deliberately leaving out technical details here, post comments if you want to know more!

After a few more days of no response, I contacted my Guitar Center sales guy, who suggested I call their support line, and gave me the number.  I called, and after a rocky beginning (”this is not a tutorial line, sir”), admitted that this was something he’d have to talk to their German team about (Native Instruments is based in Berlin).  I should have asked for a ticket number, but forgot.  A week later, having had no response, I once again called Guitar Center, and explained that they hadn’t called me back.  I expressed my reservations about NI’s ability to address their customers’ issues, and asked for him to process the return.  He told me he’d get back to me, but that it shouldn’t be a problem.

Fast forward to the new year: January 4th, a month after my purchase.  Guitar Center is now back-pedalling, saying because the product was registered, they can’t take it back without NI authorizing the return.

Another week goes by, and my call to Guitar Center actually gets me the District Manager for Guitar Center, who, after a few hours, puts me in direct contact with their NI sales rep.  I’m told that the only way Guitar Center will take back the product at this point is if I can get NI to authorize the return.

The NI sales rep promises to look into the problem I’m having, get their tech support to handle my ticket, and if they can’t solve my problem, he’d authorize the return.  Over that weekend, NI tech support actually contacted me - but without any history: their email was basically “how can we help you?”.  Of course, the big music trade show, NAMM, was on this past week, meaning the sales rep was unavailable the couple times I tried to call to put an end to this.

So where am I?  At this point, I’ve pretty much lost any confidence in NI’s tech support.  If I have this kind of problem right out of the box, and they can’t fix it in a month and a half, what does that say for the next problem I have?  (By the way, I should mention that I’m not just missing something: I’ve been using MIDI applications on computers since the late-eighties/early nineties - I think I know what I’m doing)

On top of that, it’s not like I’m fiddling around with this in my bedroom - the package was going to be the center of my live stage rig, and there’s no way I’m taking a product into that situation without understanding what it does and how it behaves.  In other words, trust is important here, and I don’t have a lot of it for Kore’s host capabilities.

The other problem, the one that’s left me the most jaded, is that between two companies, neither one wanted to step up and do the right thing, and still haven’t, even after a month and a half.  The moral?  I’m going to be a lot more careful about the exact terms under which I buy things from that store, if indeed I still choose to continue to spend my money there.  I’ll post a follow-up when this has been resolved.

I’m not a big phone fan - I don’t like to call people, and not a lot of people call me (email and IM mostly serve that function). Still, the phone is a necessity in today’s world, so there’s no escaping it. And like it or not, most of us have a home phone, a work phone and a cell phone, and all of these have voicemail to manage. With all that, and the few calls I get and make, I still get annoyed by some of the limitations I’m faced with in managing these. Enter GrandCentral.

One thing to note, first, however: I got my invitation to the closed beta yesterday, so I’ve had my account less than a day. And while I’ve spent a good deal of time poking around the interface, recording greetings, uploading my contact list, etc, not too many people have the new number yet, so I won’t be claiming it changed my life just yet. The potential is definitely there, though. Read about my initial impressions after the jump.
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He’s been a part of our house-hold for almost a month, so an introduction is a little overdue. Smudge came home on June 16, a rescue from Michelle’s work, and he was around 3 months old. A few flea baths later, and he was running around the house like he owned it. Well, after he and Widget straightened a few things out, anyway. Now they seem to be getting along fairly well. Except for the playfighting, but hey, they’re kittens!

You can see more pictures of Smudge (and Widget) here.

I won’t hit another perfect square for another 13 years, and I see no reason to rush things, so I’ll just enjoy this one.  Someone may point out the geekiness of looking for interesting things about numbers, especially for ages, but I don’t see that changing anytime soon.

Well, not really an update, because unless Congress does something about the backlog, I’m still in a five year-long line, waiting my turn to continue the process. I’m a little more than a year into the line-up, so I should be getting to the front of the line in four more (and I thought Jersey lines were bad!), and then, in another year or two, I (we) should have our green cards! For those of you keeping score, that will mean we will have been living and working in the U.S. for 14 years.

What I really wanted to talk about here was the recent fun I/we have gone through as part of life in U.S. as a non-permanent resident.

The first was after waiting over 2 months for my new visa to arrive (I’m back on the NAFTA-based TN visa, which is the yearly one my wife has been on for the last 8 years, and will be until we clear the line and begin the process again), I had to update the paper-work at the payroll office where I work. After doing that, they told me I also need to update the information in the GLACIER system. GLACIER is the system the government uses to track tax information for non-resident aliens. In essence, it’s a memory test of unrelated information designed to tell you something at the end so blindingly obvious, you’d rather fill out a tax return. As I started filling it out, it was basic info; no-brainer things, some of which was already filled in. Then you get to the section that asks you to detail your presence in and out of the U.S. since 1986. The “out of the country” is required for as long as you’ve been legally in the U.S., so for me, that’s 8 years. We don’t spend a lot of time in Canada or traveling each year, so that’s not too bad. The other part - “in the country before that period”, took a little more thought. After all, in 1986 I was 15 and still in high school. Having relatives in the U.S. that we visited on a semi-regular basis made this a little challenging. Two things came out of this: one was being told to “do your best, they don’t really check it”, and second was getting to the end of the form to be triumphantly (as much as a web form can, anyway) told “Hey! You’re eligible to pay taxes!”. I could have told them that, and without the memory test.

The second event just happened, and while this is to be attributed to life post-911, it’s still annoying. As mentioned, we have lived and worked in the U.S. for 8 years. During that time, we’ve held New Jersey state driver’s licenses, and have had to renew them twice, as they expire every four years. At least that used to be the case for us. Recently, NJ switched to a “digital driver’s license”. In moving to that system, they did something deviously clever. To get your new license, which is all about security: are you who you say you are, you need to provide various forms of ID in a point system: you get different amounts of points for different pieces of ID, from 1 to 4 points. With the caveat being you can only use, at most, 2 1-point IDs, this ensures you have ID from the higher point values. As non-permanent residents, none of the 2-point IDs applied to us (well, I guess if I had an FAA-issued pilot’s license), so that meant the big 4-point ID was our passports, with our work visas in them, and in that is the cleverness. By forcing you into that position, you’re forced to let them know you’re a non-permanent resident without them having to ask. The result? Your driver’s license now expires 90 days after your visa, and for us, that means we’ll be renewing our licenses every year. Michelle even caught a bonus: her current visa expires in May, so she’ll be back in the MVC even sooner. The only saving graces are the fact that they pro-rate the fee (I paid ~$12, and Michelle had to pay ~$8), and it only took us 15 minutes, plus driving, which only added maybe 10-15 minutes.

Maybe it’s just that there’s been a few of these recently, but I used to be fairly complacent about the 5 year thing, and now I just want things to move along. Oh, well, back to waiting. At least I’m not really been hassled the way I’ve read stories about other non-Canadians. I have a way that lets me stay and work in the U.S. legally for as long as someone wants to employ me, and that means I’ll be putting up with the little hassles that crop up from time to time. It is fun, however, to talk about them, and get people’s (ie American citizens’) reactions to things their governments put me through! Is that wrong?

OK, so I noticed that it’s been the end of September since I’ve written anything in my blog. Oops. And that’s not for lack of trying - there’s 5 half-written posts in my drafts section, which I never completed for some-reason-or-other. And that’s not because nothing has been happening - quite the contrary. Part of the problem is that I tend to get caught up in a (mostly, I suspect) irrational need to ensure that posts are chronological (”I can write about the thing that just happened, because I haven’t posted anything about the other thing that happened just before it!”). And the snowball just gets bigger, until, like now, I decide I’m going to do something about it, there’s a flurry of 3 or 4 posts, maybe 1 or 2 after that, and the vicious cycle repeats.

This would be the part where I mumble something about it being the beginning of the year, and resolutions, and making an attempt to do better, but I’m not going to do that. Actions speak louder than words, and all that (which means you’ll probably soon be deafened by the silence resulting from the aforementioned cycle beginning another turn).

Anyway, the story so far, in particular order (that chronology thing):

* reverential bought a new sound system: a Bose Cylindrical Radiator Loudspeaker, and a JBL subwoofer, which sound amazing.

* I got a piano: a Yamaha Clavinova CLP-230. An excellent practice instrument for the lessons I started back in September.

* I attended the USENIX LISA conference in December in Washington, DC. At the conference, I was able to meet Cory Doctorow and have him sign one of his books for us.

* We lost our cat, Oscar, as due to a series of problems that came on pretty suddenly, we had to put him to sleep.

* We saw Thomas Dolby (with BT) in concert at the World Live Cafe in Philadelphia, and got to meet them afterwards.

* We went down to Little Rock, Arkansas for Christmas to visit Michelle’s parents. As they’re looking to retire in the next year or two (back to Canada), this could have been the last Christmas at their AR house.

Well, I think that hits the major highlights for last year. reverential has 4 or 5 gigs already lined up for this year, so there’ll be lots more news there, along with live photos of venues we play and gear! And there’s a few other things that I’m saving for separate posts. Enjoy!

I’m taking piano lessons again! I haven’t taken lessons for 20 years, but this is something I’ve been thinking about for some time now. I have definitely reached the point where I *know* I can be doing more with my playing, especially my weekly playing for our church’s contemporary morning service. Through a collegue at work, I’ve found a great teacher, from whom I’ll be learning technique and style in both classical and jazz, some theory, and eventually composition (he writes jazz). I’ve had two lessons so far, and it’s been great. I think a large part of what I needed was the accountability to practice every day. Taking (and paying for) lessons is really great for that!

So now all I need is a piano. I’ve been using my CME controller and my Alesis NanoPiano module, which is OK (the CME has 76 notes and semi-weighted keys), but not great. I would really love to buy an accoustic (a baby grand if we’re really dreaming, but even a good upright would be nice), and I’ve started to look around, but I think realistically, I’ll probably be buying a digital for now. Not that it’s all bad, either. There’s a new Yamaha I’ve been playing in a music store I frequent, and it’s really nice. Hammer action, ok speakers, good sounds (samples) MIDI, USB - all the bells and whistles - for a decent price. I’ll let you know what I end up with.

Last week was one that could very well be looked back on as a turning point for the band I’m in: after learning that our lead guitarist and bassist wanted out, we got word that our drummer was leaving, too. Fortunately, all the “important” people (sorry, guys!) are left: my friend, Dan, and I. Yup, reverential is now a duo. Which is fine: a lot of the artists I listen to are either solo acts or duos, so this can work. And, thanks to a little technology, we’re going to make it work.

Dan is the creative force behind this endevour. He’s on vocals and guitar, but he’s also the songwriter, and is a wizard with Live, Reason, and putting songs together. As the keyboardist in the group, it was sometimes hard to find that sonic space in the song to put my stuff, but that just got easier, even if it’s more demanding. To that end, I’ve been working on changing my live setup. It’s not finalized yet, but in addition to the Karma and the UF7, I’ll be adding a 25-key controller/synth of some sort (very likely either a Novation X-Station or XioSynth), and a laptop with softsynths. By the time I’m done, it will look a little different from the past.

Stay tuned for updates, pictures and gear/software descriptions!

Although this is probably the first time I’ve blogged about it (mostly due to procrastination), it was exactly one year ago today that our solar panel array went live. It took some doing to get to that point, but looking back over the collected data (note: I don’t have all the numbers right now - I’m working on compiling them, and I’ll update this post when they’re available on the website), it was definitly worth the hassle. The system has performed very well (beyond our expectations, but to size the system we had to rely on electric bills from the previous owners, who had a different lifestyle from ours, so we suspected it might perform better than projected), and there were no problems with the system at all in the first year. Not that it would have been a major issue: the company that installs it supports the system for the first five years: something that tells you right off that not too many problem tend to occur. The best part of the year was discovering that the spring months are so optimal for power generation, that we built up a credit with the power company large enough that we should have at least one free summer month.