But setting it up can be a major ordeal. People beg their techie friends for help. Some sit for hours on the phone with customer support. A few brave souls muddle through a sea of acronyms and secure codes in an attempt to install the router. Once it is set up, many are afraid to change its settings for fear of disrupting it and losing Internet connectivity.

Enter Valet (TheValet.com), a new wireless router designed for people who are tired of being intimidated by a blinking box. Valet is designed by the people who brought us the Flip video camcorders, the ultra simple handhelds with ultra simple software that just work. And it comes from Cisco (CSCO), which also owns Linksys—a router brand that people know and trust.

I’ve been using Valet for the past week, but it took me only 10 minutes, from start to finish, to get it going, thanks to a simple USB key that plugs into the computer and sets everything up in the background in less than five minutes. I tried it on a Windows 7 PC running and on an iMac, as well as on mobile devices, including a BlackBerry, Palm (PALM) Pre and the HTC HD2. The Valet is available Wednesday for $100 on Amazon.com (AMZN), TheValet.com and Staples (SPLS) stores. Over the next two weeks, it will be sold at Best Buy (BBY), Target (TGT) and Wal-Mart (WMT). There’s also the $150 Valet Plus, with a Wi-Fi range about 20% greater than the Valet.

I ran into a bug while trying to install the Valet software on a Mac: I plugged in the USB key but its built-in software didn’t install and I got a message telling me that Valet wasn’t able to set up on my computer. A Cisco representative said this was a rare Mac bug that will be fixed over this week and next week.

Along with its simple setup, Valet automatically creates a guest network to go with the main network so visitors can log onto a household’s Wi-Fi—either with or without a password, depending on settings—and not gain access to files shared within that network. The Valet software has parental controls that make it a cinch to set up restrictions like blocking certain Web sites or cutting off Internet access after a certain time on school nights or weekends.

The Valet isn’t the first router to enable parental controls and guest-network access. Apple Inc.’s (AAPL) $179 AirPort Extreme Base Station allows users to set up guest networks. Likewise, Netgear’s (NTGR) six most recently introduced routers, priced from $70 to $190, offer guest networks and parental controls. But just as the Flip camera’s built-in software simplified the process of editing, uploading and sharing home videos, the Valet’s software makes networking approachable for anyone—regardless of technical skill.

The Valet comes in a box with a USB Easy Setup Key, wireless router, Ethernet cable and power adapter (the last two are hidden under the box’s interior packaging). Instructions on the box told me to plug the USB key into a PC or Mac. Then on-screen directions popped up, instructing me to plug the Valet router into the wall with the power adapter and then into my home’s modem using the Ethernet cable. I selected the “connect” option on the computer screen, and four minutes later, the network was set up.

The device’s software, called Cisco Connect, is divided into four categories: Computers & Devices, Parental Controls, Guest Access and Settings. With these, I could quickly see how many devices were connected to my network and learn the name and password for the guest network if I forgot it. (Valet networks have pre-set, randomly selected names and passwords that people can easily change. My network’s default name was RubyPanda and its password was mango62—both simple word/number combinations that are easy to remember.) If the guest network is password-protected, guests have to enter that password on a Web browser page, like at a hotel. This could be confusing for people used to entering network passwords at the operating-system level, right as they select the Wi-Fi network. A Cisco representative said using a Web browser page is a more consistent way of entering passwords and it saves people from having to answer questions they may not be able to answer if they’re logging onto the main network, like the name of the “WPA key.”

If people get stuck during setup, which happened with me when I ran into the Mac bug, a screen immediately displays a customer-service number for Valet that’s available 24 hours a day, seven days a week. I spoke to a woman who tried several troubleshooting methods, but she didn’t know about Valet’s rare Mac bug. Once a computer is set up with the Valet network, the USB key can be taken to other computers to update them with the same network passwords and settings.

Using the parental controls couldn’t have been easier. After a password is set up, Web content can be blocked at a teen or child level on some or all devices. Specific sites can be blocked, and when I blocked Facebook on a connected Mac, it wouldn’t open on that computer without the parent password. Time restrictions on Internet usage can be set up here, with different settings for school nights and weekends.

Though the $100 Cisco Valet is more than twice as expensive as some wireless routers, its built-in software puts great emphasis on simplicity and ease of use, and turns setting up and using a a home network into an unusually pleasant experience.

Edited by Walter S. Mossberg.

Write to Katherine Boehret at mossbergsolution@wsj.com

http://allthingsd.com/20100217/magicjack-review/ http://allthingsd.com/20100217/magicjack-review/#comments Thu, 18 Feb 2010 02:06:20 +0000 Walter S. Mossberg http://ptech.allthingsd.com/?p=1183 When I see a high-tech product that’s advertised mainly via frequent hard-sell TV ads, as if it were a diet pill, I tend to assume it can’t be very good, especially if its price is absurdly low. So, I haven’t paid much attention to a product called magicJack, a small $40 adapter for your computer that claims to let you make unlimited domestic phone calls over the Internet with your home telephone free for a whole year—and for just $20 a year thereafter.

But after receiving reader requests to review magicJack, I decided to do so. To my surprise, it worked pretty much as advertised. It has a few drawbacks, and extra fees for added services, such as vanity phone numbers. But I found magicJack easy to set up and easy to use, and it yielded decent, if not pristine, call quality. I even tested customer support—a source of complaints online—and found it friendly, fast and responsive.

MagicJack looks like an oversized USB flash drive. On one end is a standard USB connector for the PC; on the other is a standard phone jack to plug in a phone. It’s compatible with PCs running Windows XP, Vista and Windows 7, as well as with all Intel-based Macs. It works with both corded and cordless phones, and comes with software for dialing, though you can also dial directly from a connected phone.

The low annual fee covers calls to and from any phone on any telephone network—landline or cellphone—not just phones connected to computers or to other magicJacks. The only restriction is that the numbers called must be in the U.S., Canada, Puerto Rico or the U.S. Virgin Islands. You can also buy low-cost prepaid international minutes, or take your magicJack abroad to make free calls home. You can move it among different computers and locations.

MagicJack can also be used without a phone handset, via a computer headset or the computer’s built-in microphone and speakers.

YMAX’s magicJack

There’s nothing new about Internet phone calling. Companies like Vonage and Skype have been doing it for years. But magicJack is different. It emphasizes calling to and from phones on regular wired and wireless phone networks, and its prices for calls to and from such non-Internet-connected phones are much lower.

For instance, the lowest plan advertised on Vonage’s (VG) Web site for calling regular phones in the U.S., Canada and Puerto Rico is $17.99 a month, or about $216 a year, versus magicJack’s $20. And Vonage gives you only 500 minutes a month, while magicJack sets no limit. Skype charges per-minute or monthly fees for calls to regular phones and an added fee to receive incoming calls.

The maker of magicJack says its low prices are possible because the product is produced by a privately held Florida company called YMAX, which is also a phone carrier. The company also runs ads inside its software. You can buy the device at a wide variety of stores, even drugstores and convenience stores.

I tested magicJack on both a PC and a Mac. The software resides inside the magicJack itself and installs each time you connect it.

In my tests, I made and received calls on both computers, using a single landline phone and using a cordless-phone system in my house after plugging its base station into the magicJack. In the latter case, I could make and receive calls from cordless phones all over my house. I exchanged calls with both landline phones and cellphones from the magicJack.

The call quality was good, except for a few times when the connection got scratchy for a second or two. Most of the people I called said they couldn’t tell I wasn’t on a regular call. The system offers voice mail, call forwarding and conference calls, and you can save contacts.

A couple of times I didn’t get an immediate dial tone, and had to hang up and try again.

The biggest downside of the magicJack compared with regular phone service is that you have to be running an Internet-connected computer, with a magicJack installed anytime you want to make or receive calls. Also, as with all Internet phone systems, you have to register your address with 911 emergency systems.

With magicJack, you get a new phone number. The company says it is working on allowing you to port your existing landline number. You can keep your landline number for use on some phones or when you’re not using magicJack.

I found magicJack worked better on Windows than on the Mac. At one point, magicJack customer support had to send me software to patch the Mac version. But the company claims it is fixing that with a new Mac version coming soon.

YMAX also says it plans to roll out this year a Skype-like service that won’t require any magicJack hardware, just a PC or an iPhone. It also plans a new version of magicJack to turn cellphones into wireless magicJack handsets.

I don’t know if those diet pills in the TV ads work. But magicJack does.

Find all of Walt Mossberg’s columns and videos online, free, at the All Things Digital Web site, walt.allthingsd.com. Email him at mossberg@wsj.com.

]]> http://allthingsd.com/20100217/magicjack-review/feed/ 0 http://allthingsd.com/20100113/the-nexus-one-a-superphone-sounds-more-like-a-so-so-phone-to-me/ http://allthingsd.com/20100113/the-nexus-one-a-superphone-sounds-more-like-a-so-so-phone-to-me/#comments Wed, 13 Jan 2010 15:59:53 +0000 John Paczkowski http://digitaldaily.allthingsd.com/?p=32561 Early sales data for Google’s Nexus One are in and they seem to belie the “superphone” superlative the company has attached to the device. According to market analytics firm Flurry, Google sold an estimated 20,000 units in its first week.

An unremarkable showing, to say the least–especially for a device launched amid so much buzz. Flurry estimates that Nexus One was outsold by Motorola’s (MOT) Droid by more than 12 times and by Apple’s (AAPL) iPhone 3GS 80 times.

Now, Flurry’s Nexus One sales estimate is obviously the roughest of guesses–the company gets its numbers by monitoring application usage on the iPhone and Android platforms, not from any hard sales data. That said, it’s likely at least directionally correct and suggests that Google (GOOG) may have a tough time moving the five to six million Nexus One handsets analysts have been calling for it to sell by the end of 2010–especially if customer support issues associated with the superphone continue.

]]> http://allthingsd.com/20100113/the-nexus-one-a-superphone-sounds-more-like-a-so-so-phone-to-me/feed/ 0 http://allthingsd.com/20100112/decent-nexus-one-customer-support-apparently-not-on-list-of-things-google-plans-to-make-universally-accessible-and-useful/ http://allthingsd.com/20100112/decent-nexus-one-customer-support-apparently-not-on-list-of-things-google-plans-to-make-universally-accessible-and-useful/#comments Tue, 12 Jan 2010 08:03:47 +0000 John Paczkowski http://digitaldaily.allthingsd.com/?p=32424 With Android and Nexus One, Google claims to have “improved” the rate and pace of innovation in mobile phones and the manner in which they are distributed. Sadly, the search giant doesn’t seem to have done much for the way in which they are supported.

Not a week after the device’s debut, Google’s support forums are rife with complaints from Nexus One owners who are clearly not getting the level of customer support they expect.

Like most other Google (GOOG) offerings, Nexus One support is self-help driven–FAQs, troubleshooting guides and email forms offered with this earnest caveat: “in most cases you won’t receive a personal response.”

That might fly with folks availing themselves of free Google services like search and email, but it doesn’t with those who’ve just spent between $179 and $529 on a new superphone. Buyers expect their devices to work properly out of the box, and if they don’t, they expect their complaints to be approached with at least a modicum of urgency, preferably by a human.

But that’s not the experience Google is currently offering Nexus One users. As PC World pointed out earlier today:

If you buy a Nexus One manufactured by HTC, directly from Google’s Web site, and use it with T-Mobile’s wireless network–who do you call when you have a problem? Google is only accepting support requests via e-mail, and users are getting bounced between T-Mobile and HTC as neither seems equipped to answer complaints, or willing to accept responsibility for supporting the Nexus One.

So while Google’s new Nexus One distribution paradigm might excel in versatility and simplicity, it fails when it comes to support. Which isn’t all that surprising, I suppose. Google was never really set up to provide customer service. That said, you’d think that a company that takes great pride in improving things and making them accessible and useful, would have made more of an effort to do the same for Nexus One customer service.

Did Google launch the Nexus One with a half-assed customer-service solution? I put a variation of this question to the company and here’s what I was told:

What, exactly, was your customer support solution at launch? I’d assumed that you would initially pay the carriers to handle support, but that doesn’t seem to be the case.
We developed a dedicated, comprehensive Google customer support team for the Nexus One. Our support site can be found at google.com/phone/support, which has pointers to our help center, where there is lots of troubleshooting information. HTC provides telephone support for device troubleshooting and warranty, repairs, and returns. Google also offers self-help through our help center, user-to-user help through forums, and email support to customers who are unable to find answers to their questions online. We promise to answer email inquiries within 48 hours. T-Mobile USA fields calls regarding their service (including service billing inquiries).

Why was this solution chosen?
Solving customer support issues is extremely important to us, because we want people to have a positive Nexus One experience. Therefore, we felt this was the best approach to quickly resolve any customer support inquiries.

We felt this was the best approach to quickly resolve any customer support inquiries.

Really? Hard to believe that “we promise to answer email inquiries within 48 hours” is “the best approach.” Clearly, it’s not.

Google VP of Engineering Andy Rubin conceded as much during an onstage interview with Walt Mossberg last Friday at the Consumer Electronics Show: “We have to get better at customer service,” Rubin said. “We have to close that three-day gap [in response time] to a couple of hours.”

Video clip: Andy Rubin on Nexus One customer service issues.

That’s great to hear, but it doesn’t really explain why the gap exists in the first place or why Google felt comfortable launching with it.

So what’s the plan going forward? Says a Google spokesperson: “We are working quickly to solve any customer support issues as they come up, and we are trying to be as open and transparent as possible through our online customer help forums. We’ll continue to address all issues in as timely of a manner as possible, and we’re flexible and prepared to make changes to our processes and tools, as necessary, for an optimal customer support experience.”

Doesn’t sound like much of a plan to me. You?

]]> http://allthingsd.com/20100112/decent-nexus-one-customer-support-apparently-not-on-list-of-things-google-plans-to-make-universally-accessible-and-useful/feed/ 0 http://allthingsd.com/20090807/iphone-undermining-microsoft-in-enterprise/ http://allthingsd.com/20090807/iphone-undermining-microsoft-in-enterprise/#comments Fri, 07 Aug 2009 13:00:51 +0000 John Paczkowski http://digitaldaily.allthingsd.com/?p=23020 Microsoft best get Windows Mobile 7 to market, and soon, because its delay may be causing the company to lose traction in the enterprise market. In a note to clients Thursday, UBS Securities analyst Maynard Um noted that Apple’s (AAPL) iPhone is making some inroads in the enterprise space and that they’re coming at Microsoft’s (MSFT) expense.

“We believe Apple is likely gaining some iPhone traction in enterprise with 19 of top 100 Fortune 1000 companies having iPhones deployed,” Um wrote. “However, we do not think this is a displacement of solutions such as BlackBerry but, rather, believe it is likely at the expense of other Microsoft Exchange capable smartphones.”

Um sees great opportunity in this trend, as long as Apple is willing to step up its game a bit. “In order for Apple to gain greater traction in the enterprise market,” he writes, “the company must overcome some issues including providing 24×7 customer support, providing more future product roadmap details (to allow large enterprises to build ahead and prepare), provide alternatives to OS upgrades solely from iTunes desktop application.”

Ironic, isn’t it, to read such a note in light of all the smack Microsoft CEO Steve Ballmer once talked about the iPhone? “There’s no chance that the iPhone is going to get any significant market share,” Ballmer said in 2007. “No chance. It’s a $500 subsidized item. They may make a lot of money. But if you actually take a look at the 1.3 billion phones that get sold, I’d prefer to have our software in 60% or 70% or 80% of them, than I would to have 2% or 3%, which is what Apple might get.”

PREVIOUSLY:

• Windows Mobile 6.5 “an Amazing Engineering Feat,” All Right…
• Perhaps if They Think of Their Win Mobile Devices as Broken iPhones…

]]> http://allthingsd.com/20090807/iphone-undermining-microsoft-in-enterprise/feed/ 3 http://allthingsd.com/20080820/rightnow-threatened-by-salesforce-acquisition-jmp-says/ http://allthingsd.com/20080820/rightnow-threatened-by-salesforce-acquisition-jmp-says/#comments Wed, 20 Aug 2008 18:36:24 +0000 Tiernan Ray http://voices.allthingsd.com/?p=2895 Half-a-billion-dollar (market cap) Rightnow Technologies (RNOW), which sells software over the Web to automate customer support, could be threatened by this morning’s announcement from Salesforce.com (CRM) that it’s buying privately held Instranet for software to expand in the call center market, according to a report out today from JMP Securities analyst Patrick Walravens.

“Historically, Salesforce.com has not had an effective knowledge-base solution, giving RightNow a major advantage in business-to-consumer (B2C) sales cycles, which emphasize self-service,” writes Walravens.

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