Connecting the dots ...
Today’s big news is that HP is dropping Siebel CRM now owned by Oracle in favor of Salesforce.com.
It’s a bit unfortunate that this is presented in the context of personal ego wars – unfortunate, but understandable, considering that Oracle has been on a warpath with HP ever since former CEO Hurd got ousted, in fact they launched a global manhunt for incoming HP CEO Leo Apotheker. But ego clashes make good stories. 
That said, the real story …
(Cross-posted @ CloudAve » Zoli Erdos)
Brand vs. Quality. Which Would You Pay For? – I asked recently, making the case that “trusted old brands” like HP are producing inferior quality, while formerly “no-name cheapo” component maker ASUS is becoming a household name. They are basically doing what Honda, Toyota (and now the Koreans) did to the car business.
Sure, ASUS rode a good wave becoming the leading netbook-maker, but they are not stopping there. First it was price, then performance, reliability – now it’s design.
“We are looking forward to leading the PC industry into a new era of thought behind computer design,” said ASUS chairman Jonney Shih, after unveiling four new computers at the event. At one point, Shih seemed to allude to Apple as a role model, saying that an overriding focus on design has been the domain of one company in the industry. (Source: TechFlash)
Now, who’s “the Brand”? 
(Cross-posted @ CloudAve )
Hardly a day goes by without another new Netbook announcement, at lower and lower prices. The first baby eee PC by ASUS was toy-like ( I returned it after a day), but the current crop are quite usable mobile computing devices.
These new Netbooks are flying off the shelf, so much so that sometimes you wonder if manufacturers rush to re-label their notebooks to netbooks, just to ride the wave. Whereas the first model had a puny 7” screen, the current standard is a minimum of 8.9, but 10” is becoming widely available, and when Dell recently announced their Inspiron Mini 12, ZDNet’s Larry Dignan rightfully noted that the netbook-notebook-laptop lines have just become blurry.
Dell’s divider line may very well be at the 12” screen size, considering anything beyond that a notebook. ASUS CEO Jerry Shen clearly draws the line at 10” – a definition that fits his own eee PC line. I think all these size-based definitions are meaningless. Size truly matters, but for another reason: when you pick a travel n*tbook, you clearly need something small and lightweight, yet with a decent keyboard and screen. But that’s not what differentiates Netbooks from any other computer.
The real divider is how you use it. A Netbook is a light mobile computing device that allows you to process information, access the Internet, and that does not store a bundle of bloated programs or data.
When computers first became personal, most of us only got one at the workplace, then years later the family PC appeared– one expensive computer shared by the entire family. Now we often have individual PC’s for just about anyone at home, including the kids, and are moving to a new pattern, where individuals will have a number of purpose-oriented computing devices, be it a desktop, workhorse laptop, netbook or smartphone. The fundamental change is that we’re not really working on the computer itself, but on the Net: the computer (keyboard, screen) is just our way to access the net. As Coding Horror’s Jeff Atwood says in The Web Browser is the New Laptop :
After spending some time with a netbook, I realized that calling them "small laptops" is a mistake. Netbooks are an entirely different breed of animal. They are cheap, portable web browsers.
We’re getting to the point where for most productivity task the computer’s performance or even the operating system won’t matter anymore: all we need is a decent screen and keyboard to get online.
But computer manufacturers while jumping on this hot new trend, seem to be confused. Minor flavors aside they typically offer two major configurations:
That’s not a very smart combination, if you ask me. Statistics show the return rate of Linux vs. Windows based netbooks is 4 to 1. Buyers of the cute little netbooks are happy first, then they become frustrated that they can’t instantly do things they are used to – and a learning curve with a $400 $200 device is unacceptable. Let’s face it, Linux is not friendly enough for most non-geeks – including yours truly. But why can I not have a netbook with XP and SSD?
Typical netbook SSD’s are still in the 8-16GB range, while harddisks are up to 160GB. That’s a trap that vendor themselves fall into: my sexy little netbook (an Acer Aspire One) came loaded with crapware, including trial versions of MS Office, MS Works, Intervideo WinDVD (on a DVD-less computer!) and who knows what else. Once the pattern is established, and you have large storage, you will start installing your own programs and data, too, the temptation is just too hard to resist. You no longer have a netbook, it just became a noteboook.
The New York Times ran an article this week: In Age of Impatience, Cutting Computer Start Time, discussing the problem of slow boot times. Anyone who ever had a Windows computer knows this tends to get worse over time. My own Vista desktop had a sub-minute startup time a year ago when new, not it takes 3-4 minute to boot it. The two older XP-based laptops take 6-7 minutes to reboot. This well-known Windows disease can only be cured by refreshing your system from time to time. It’s an ugly process, requires wiping out your harddisk’s content, re-installing Windows, then your programs and data. PC manufacturers don’t exactly help by providing “restore disks” instead of proper OS CD’s: why would you start with a pre- SP1 copy of WinXP and reinstall a bunch of years-old obsolete crapware when the objective was to cleanup your system in the first place?
If you want to avoid the pain, keep your netbook free of applications and data: use it as a NETbook, and it will stay nimble and fast (sort of).
Talk about fast, there’s a neat solution to reduce boot-up time: Splashtop, a quick-load platform by startup company DeviceVM can put you online within seconds, without loading the main operating system. Chances are you’d be using it 80% of the time, relegating full Windows to an as-needed basis. DeviceVM charges manufacturers about $1 per system, so why is it that it’s often found in high-end notebooks, but not in the netbooks by the same manufacturer? Splashtop should be a must on any netbook.
Finally, a word on connectivity and prices: Wifi gets you online almost, but not all the time, so obviously a 3G connection is a useful addition to your netbook. But you will pay for 3G data usage, so why don’t carriers subsidize your netbook purchase, like they do with cell phones? The day will come, as the WSJ reports, HP may be one of the first to introduce such a model: H-P Mulls Service Bundles for Netbooks. When that happens, your notebook will not be too different from a smartphone, just with a larger keyboard and display.
(Cross-posted from CloudAve.)
I don’t know why I haven’t killed HP Total Care Advisor yet, but today I accidentally clicked on it:
Wow. I’ve seen crapware .. but never before have I seen a vendor with the audacity to place their shopping program under Critical Alerts. Shame, shame, absolute shame, HP. 
Update: I did not think the photos would need explanation. Presumably everyone recognizes HP CEO Mark Hurd, but no, the guy on the right does not work for EDS. For younger readers: there was (is) a Very Blue, Very Big Corporation, that once made the transition from hardware to a services company, and the guy on the right is the turnaround CEO.
OK, that was the fun part, for real analysis read these other articles:
Reading this gem (hat tip: Ben Casnocha) about the nightmare of trying to get HP support their PC’s reminded me of my own horror story. Actually, not horror – just comedy.
Anyway… yeah, I was weak, fell for the good deal at Costco, and got myself a Vista-loaded junk from HP. There’s one component that shines – literally: the display. 22 inches of shiny black beauty, sharp screen, it tilts and moves around in every imaginable way, even pivots for a vertical view. But there was a little glitch with pivoting: I had to lie down to read the screen. There was no way to get the screen image rotate – something that should happen automatically.
I’ll spare you the first 20 minutes or so of the online chat with HP support, let’ s just jump to where it got really interesting:
Support: You probably have a video card that does not support auto-pivoting.
Me: That’s not possible. I did not build this machine, it’s a standard HP system out-of-the-box.
Support: I don’t understand.
Stop. Take a deep breath. This is just hilarious. Rather than trying to find the answer, the easy way out is to claim a standard configuration HP is selling consists of a mismatched video card and monitor. She has absolutely no idea how she is damaging the brand. Oh, well, let’s get a supervisor … wait .. disconnect.
Btw, “disconnecting” appears to be a standard HP solution to support issues: I’m still waiting for this other fellow to “gather all information” to my email over a month ago. Perhaps he’ll figure it out by the time I dump this PC. 
I briefly wrote about my dismal customer support experience in Everything on this Vista PC is an Afterthought. The one piece I really like in this PC setup is the screen: 22 inches of shiny black beauty, sharp screen, it tilts and moves around in every imaginable way, even pivots for a vertical view.
There’s only one problem: colors are way off without detailed calibration. HP provides an easy-to-use (albeit not too effective) software product, which allows me to save my new defaults in a file. Too bad the configuration file is user-dependent, and I have two User Accounts on this machine. I really don’t want to go through the configuration hassle twice, so I thought I’d copy the file to the other user account… however, I could not locate it in any of the usual suspect directories, not even search by name. That’s what online support is for – so I thought, naively. This is the template response I received to my 3-line request to locate the file:
Hello Zoltan,
Thank you for contacting HP Total Care.
I gather from your email that you have downloaded and installed HP My Display and you would like to know if you can make this software user dependent.I understand the importance of your query and look forward to provide you with the appropriate information.
Zoltan, the display settings for each user can be saved, providing an
easy way to select display characteristics in a multi-user environment, or to
save multiple defined presets for a single user based on content and ambient
lighting.
HP My Display enables monitor adjustment and color tuning using the Display
Data Channel (DDCommand Interface C/CI) protocol. All adjustments to the
display are controlled through software to eliminate the need to use the
monitor on-screen display (OSD). HP My Display runs in the background and can
be accessed through the Task tray, Start menu, or by right-clicking in a blank
area of the desktop. The HP My Display utility enables quick, accurate tuning
of the display, with the ability to easily save and use monitor configurations
that are best suited to the user.
HP My Display has two modes of operation: Wizard and OSD mode. The preferred
method of use is Wizard mode, which provides a step-by-step process to
accurately calibrate the monitor. OSD mode enables changes to any single
monitor setting without stepping through a predefined sequence. This method is
less accurate than Wizard mode, but enables easy access to any monitor
adjustment.For more information you can use the Manual as how to use the software:
http://h10032.www1.hp.com/ctg/Manual/c00834092.pdf
I also want to inform you that the downloaded files gets saved to temp folder as default location if the location is not given while downloading the file and the setup file can be located by any user by following the steps given below:
- Click on Start >Computer.
- Double click on Local drive (C:)
- Double click on Program Files.
- Select HP My Display folder and open the same and you will get the setup file.
If you need further assistance, please reply to this message and we will be happy to assist you further.
You may receive an e-mail survey regarding your e-mail support experience. We would appreciate your feedback.
For information on keeping your HP and Compaq products up and running, please visit our Web site at:
http://www.hp.com/go/totalcare
What’s wrong here? I’m looking for a solution, don’t give me this pompous BS on how great your software is, HP, especially when you don’t address the one and only question I had. In fact the first and only non-canned sentence clearly shows you did not even listen (read): you think I want to make configuration user dependent : it already is, I want it user independent! If you read my original inquiry, you should know all this crap on how to install and use the configuration tool is useless, since I have already completed these steps.
OK, cool-off, send HP another email:
Thanks, but this template answer is a complete nonsense. I have succesfully used the software, saved it to a file. The ONLY question I had, and still have is this:
A: Can I save the confguration in a non-user-dependent area, so the same settings apply
B: If not, where is the config file stored, so I can copy it to other user directories.
Same-day response:
Hello Zoltan,
Thank you for contacting HP Total Care.Zoltan, it is our goal to answer questions presented to us as quickly as
possible. From reading your e-mail I will need to do some additional
research to provide you with a resolution to this issue.As soon as I have gathered this information I will e-mail you again. I apologize for any inconvenience this delay may cause.
If you need further assistance, please reply to this message and we will be happy to assist you further.
You may receive an e-mail survey regarding your e-mail support experience. We would appreciate your feedback.
For information on keeping your HP and Compaq products up and running, please visit our Web site at:
http://www.hp.com/go/totalcare
Locating a file needs additional research. Two days later I’m still waiting. Customer Support, the HP-way. 
OK, so I bit the bullet: after being so critical of Vista, I ended up buying a PC blessed cursed with this Operating System. Not that I changed my mind: I simply wanted an ergonomic desktop, for the times I’m stuck at the desk anyway. Costco had a fairly good promotional offer on a loaded super-duper-multimedia HP with this beauty of a display.
Well, beauty is in the eyes of the beholder, but this 22″ baby has beautiful colors, is fast and the most versatile I’ve seen – it can even pivot to portrait position – except I don’t know why I would want to do that, considering the software does not work, not even after the update.
But first things first: unpacking. This thing has a wireless keyboard and mouse, which is nice – but why on earth do I need to plug in a USB transmitter for them to work? This isn’t an after-market add-on, this configuration only comes with wireless. Talk about wireless, this being a desktop, my primary desktop connection will be via the LAN cable, but why does HP bundle another plug-in, a wireless antenna with this unit? (which, incidentally was missing from my package). Why not just build it in. OK, let’s move on: this whole multimedia center thingie (TV, DVR, remote) does not excite me a lot, but since it there, I will eventually figure out how to work it. But wait: for the remote to work, I have to … yes, you guessed it right, I have to plug-in yet another component, a wireless receiver.
I am not trying to expand the system: out-of-the-box, just to use the basic capabilities I have to plug-in three “extensions” that could very well have been built in. Are these features all afterthoughts? (And I haven’t even mentioned the jungle of cables into the monitor, including a USB connector to enable the two other USB ports on the side of the display).
The next two days were spent with installation, which primarily consisted of removing some of the junk software loaded by HP (I still could not get rid of the Yahoo Search-bar at the bottom!) and setting up my own stuff. I killed the 60-day Norton trial, not that McAfee is better, but it’s free with my Comcast subscription. Too bad it wouldn’t install. This turned out to be a case study on the worth of Customer Support:
I will spare you the details of my two-day struggle with Vista, the fight with the idiotic permission-scheme, (can’t delete my own stuff), the incompatibilities, the fact that there’s less and less information to be found, other than from users – hey, even the User Manuals link points to nowhere… enough said already. After two days, I can use the system (the screen is beautiful) but I’m far from done.
I’m starting to see how this supposedly good deal will turn out to be more expensive then a matching Mac. The funny sad thing is, I myself talked about this, describing the $1,500 iPhone: it’s the cost of my own time. . This whole Vista-Microsoft-HP-Dell-you-name-it enchilada is anything but user friendly, a pain to work with. In fact, “work” is the operational word here: I don’t want to work setting up this thing, I just want to use it. Perhaps Steve Jobs and co. are turning a disadvantage into an advantage: they are not the darlings of the corporate market.. so they have to focus on individual users, who don’t have an IT department to support them. That means they are just turning out usable, friendly boxes.
Oh, talk about boxes, Joel Spolsky has a hilarious post today: Even the Office 2007 box has a learning curve, discussing Office 2007’s fancy box (which is the same design Vista comes in):
…I simply could not figure out how to open the bizarre new packaging.
…It represents a complete failure of industrial design; an utter F in the school of Donald Norman’s Design of Everyday Things.
…It seems like even rudimentary usability testing would have revealed the problem. A box that many people can’t figure out how to open without a Google search is an unusually pathetic failure of design.
Chris Pirillo responds: Windows Vista Isn’t for Developers?
Hm, now I really don’t know what to think. All this while I’ve been making the point that Vista is not for earthly users; now Chris makes the point it’s not for developers, either. So, who exactly is Vista meant to be for?
Update: How timely… read Raju, a Mac Convert’s testimony: Windows (Dell) to Mac: Thats a smooth ride. Damn. I have 90 days (Costco’s return policy) to make up my mind. But even if I take the smooth ride, no-one is paying for my wasted time….
Update #2: I’m speechless… but Vista has just given me another proof that’s it’s not meant for *users*. Here’s am error window:
Windows decided to mess with Firefox, without telling me, the owner of the computer what it did. OK, let’s click on the link, perhaps it tells us what happened:
What changes does it make?
It depends on the problem, but any changes made are related to how Windows runs the program.
blahblahblah … but it gets better:
How do I turn it off or turn it back on?
Adjustments to the Program Compatibility Wizard can be made by using Group Policy. For more information on how to use Group Policy, go to the Microsoft website for IT professionals.
So let’s get this straight: Vista makes changes to my system, to the most important program I use, Firefox, without asking me, without telling me what those changes were, how to undo them. And if I want to prevent such aggression in the future, I should go to the “IT Professionals” site.
Well, I won’t. A computer sold at Costco, BestBuy, Fry’s ..etc is a Consumer Device. I am a Consumer. This Operating System is NOT for consumers. Microsoft (via HP) sold me garbage.
I can’t wait for the Vista related Class Action cases.
Update: I think I’ll try this tweaky-thingy recommended at WebWorkerDaily.
Update (8/23): Dell must share my views of Vista, or in fact Windows in general, having shipped this laptop without any OS at all 😉
Update (8/23): Even a 6-year-old knows better… he is right, my next PC will be an Apple. And since I’m already doing most of my work on the Web, the transition won’t be a big deal.
OK, this is too much of a coincidence (or not?): when I described Microsoft Money as a showcase for what’s wrong with Microsoft’s Software + Service concept, Omar Shahine, a Microsoft employee responded – he experienced very similar problems. And what am I reading today on Omar’s blog? It’s been a bad month for Vista.
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