Tuesday, October 18, 2011

Best Buy + XMEX = Customer Service Failure

Well in advance of its release I ordered Batman: Arkham City from Best Buy. I did this mainly because there are extras (the Tim Drake-Robin playable character and maps) that were only available if you pre-ordered through them, with the guarantee that it would arrive on the release date of 18 October.

And I was even more excited when I got an email on 13 October telling me that my package had shipped. And I attributed the tracking link on the order that went to a site which said it had no record of my package to the package having just shipped out.

But now it's the 18th. The day the package is supposed to ARRIVE. The link STILL goes to a site (Streamlite, which used to be XMEX) that says it has no record of my package.

So I called Best Buy customer service to find out what's going on with the order. And I was TALKED OVER by a CS rep who said that the tracking information isn't updated until the package is delivered.

Then what's the purpose of the tracking link if I can't find out the package's location until it's in my hand? She tried to say that the number is from the USPS and that they don't scan packages until they're delivered. This, of course, is completely untrue. I've had packages shipped via USPS before and they've given me status from the moment the package was picked up.

And, either way, if that's the case then shouldn't Streamlite/XMEX have updated the status on their site (since that's where the link goes) to say "Delivered to US Postal Service" or something similar? Why all the shenanigans?

Then she explained that my package may not show up until next week on the 25th because I chose the wrong shipping method; i.e., ground shipping does not guarantee delivery on the release date.

In that case you might want to, I don't know, put that on your website if that's the case. When I ordered I selected to have the package delivered on the release date and was not warned that shipping via ground would be later.

All in all a horrible customer service experience. I won't be pre-ordering items again through Best Buy based on this event. The extras just aren't worth this sort of poor customer service.

Monday, October 3, 2011

The Return Of Suspend/Resume Capability!

When I upgraded my laptop1 to Fedora 15 and kernel 2.6.38.6-26 the first thing I noticed was missing was the ability to suspend/resume and also hibernate my laptop. Whenever I would try to do these things my laptop would either lock up completely or else would come back up without my previous session.

So it was a pain in the ass to have to shutdown my laptop in order to go to work, leave at night or anything requiring travel. Worse yet, I couldn't dock or undock my laptop without it locking up solid.

That is, until the latest kernel update:

mcpierce@mcpierce-laptop:~ $ uname -r
2.6.40.4-5.fc15.x86_64

With this my laptop is now back in business. I was able to suspend my laptop this morning when I was ready to come to work, and then dock it at my desk and was immediately online.

Nice!

1 - Thinkpad W510+ with nVidia Quadro FX 880M, 4GB RAM and Intel i7 Q 820 CPU.

Sunday, October 2, 2011

You must change your password/You have reached password changes for a 24 hour period

In episode 120 of my podcast I announced that DC Universe Online was going to a free-to-play model in October. So with it being the 2nd of October I thought I'd go ahead and download the client and give it a try.

The first thing I found was that the free-to-play model isn't active yet. WTF?

The other, and more annoying thing, is that the Sony Online Entertainment website required that I change my password. So, of course, I had no choice but to do so. Then the system kicked me back to a login prompt again after the password change. The change obviously worked since I could use it to login.

But it then said I needed to change my password AGAIN in order to go to the DC Universe Online site to download the client. And when I tried to change my password, it said I had exceeded the number of times you're allowed to change your password in a 24 hour period.

Really? It's not like I WANT to change it.

So now I can authenticate, but can't get past the "you must change your password" page. EVEN THOUGH I DID THAT ALREADY.

/me sighs and shakes head slowly...

And I'm still a little annoyed that it's October and the game's still not free.