However, according to a graphic elsewhere on the company’s Web site (see above), that’s still short of the service at peak times (and one would assume that, absent an outage, two days before Christmas might be one of those peak sorts of times).

The blog goes on to mention a few of the other lingering issues. “Please note that some features may not work as reliably as expected,” it said, adding that “peoples’ online status may be slow to update, and instant messages might not be delivered as quickly as they are normally. Group video calling will take longer to return to normal.”

Of course, all that is a lot better than yesterday, when the bulk of the service was down for millions of people.

UPDATE, 11:50 am: Things are looking up, according to the latest post from CEO Tony Bates. He reports that there are now about 16.5 million users online, about 80 percent of normal for this time of day. And a make-good offering is in the works. “I realise that it’s difficult to compensate you for not being able to talk to or see your friends, family or colleagues, but we’re planning to offer Skype Credit vouchers to all of our loyal paying customers to thank you for your continued support,” said Bates.

Here’s the video of his message:

UPDATE, 3:02 pm: Another dispatch from Bates, this time reporting that traffic volume is up to 90 percent of normal now, the system has been stabilized and the engineers think they know what went wrong (and it wasn’t a malicious attack). Bates also offered a few more details on the customer compensation plan. Here’s the video:

In practice, Sponge appears to be a sort of community-sourced FAQ, where both representatives of a company and users can answer questions posed by users. You can see an example here, for the venture capital firm True Ventures.

Sponge seems somewhat similar to customer service plug-in Get Satisfaction, but with a focus on creating content that will engage an audience on the company’s own site. There’s also a company called Opzi that’s working on “Quora for the enterprise,” though it seems more oriented toward internal communications.

True Ventures, incidentally, appears to have led a $500,000 seed funding round for Sponge this past spring, which also included Matt Mullenweg’s Audrey Capital.

Sponge is led by CEO Krutal Desai, who had previously been with ACS, the SEO and social media advisory company that had helped many top blogs grow their traffic significantly a couple of years back. Web developer Henry Khachatryan is also a co-founder.

According to a published bio for Desai, Sponge was founded in 2009 after he graduated from UC Berkeley, and its customers include Intuit, Eventbrite, Vespa, TechStars and the Red Cross. The company maintains an active blog about building online communities.

Here’s how Sponge describes itself:

Sponge powers question and answer communities for brands, media outlets, and topical sites. Our Q&A platform enables online communities to ask questions and share answers in a structured manner.

Sponge is a proven, successful leader in developing customized communities around Q&A. Our technology unites traditional social features with question-and-answer functionality to foster knowledge sharing, collaboration, and customer engagement.

We believe we are working on the next generation of online community software that millions of people will use everyday to exchange information.

Q&A has been a field of Web development since at least the early days of Ask Jeeves. After the success of sites like Yahoo Answers, it has surged back again, with Quora, Facebook, many start-ups and even Ask.com launching social Q&A products in the last year.

“Under normal circumstances, there are a large number of supernodes available,” Skype said in an explanatory blog post on its Web site. “Unfortunately, today, many of them were taken offline by a problem affecting some versions of Skype. As Skype relies on being able to maintain contact with supernodes, it may appear offline for some of you.”

The company says the solution is the creation of–wait for it–”mega-supernodes.”

“Our engineers are creating new ‘mega-supernodes’ as fast as they can, which should gradually return things to normal,” Skype said. “This may take a few hours, and we sincerely apologise for the disruption to your conversations. Some features, like group video calling, may take longer to return to normal.”

The company thanked everyone for their patience and said to continue following @skype on Twitter for further updates.

Update, 1:10 p.m.: Skype said in an update posted to Twitter that things are slowly getting back up and running.

“Skype is now gradually returning to normal–we expect it may take several hours for everyone to be able to sign in again, however,” it said.

A page deep in the company’s support site confirms the issue, but appears to significantly understate the problem.

“We are aware that some people are encountering difficulties signing in to Skype,” reads the company’s response on a FAQ page for those having connection issues. “Rest assured, we are working hard to fix this. In the meantime, we apologise for any inconvenience this may be causing you.”

Maybe the company was just trying to reinforce its warning that Skype is not a replacement for the telephone in an emergency:

Needless to say, this isn’t the kind of conversation the company was seeking to spark as it tries to build momentum for a pending stock offering.

Update, 10:45 am PT: A Skype representative said in an email that the company is examining the cause and extent of the outage and again apologized to users for the inconvenience. Skype said to follow its Twitter account (@skype) for updates.

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/20090618/qotd-153/ http://allthingsd.com/20090618/qotd-153/#comments Thu, 18 Jun 2009 12:00:43 +0000 John Paczkowski http://digitaldaily.allthingsd.com/?p=19773 The too-long-in-coming Sirius XM app for Apple’s (AAPL) iPhone and iPod touch showed up in the App Store today and sadly, it’s more noteworthy for what’s missing than anything else.

Absent from the new Sirius app are a number of the broadcaster’s more popular channels, among them Howard Stern’s, which Sirius often claims are responsible for driving more subscriptions than any other. Also missing: MLB Play-by-Play, NFL Play-by-Play and Sirius NASCAR Radio.

That the company calls this app “Sirius XM Premium Online” when it fails to include much of the broadcaster’s more popular content is ironic. That it expects subscribers to pay an additional $2.99/month to access it after a week-long free trial is silly (Note: If you are already a Sirius XM Internet subscriber or subscribe to the company’s Premium Online service, Sirius waives that fee). Without Stern and those other channels, there’s really no reason to. There are far too many other ways to listen free music on the iPhone that don’t require a monthly subscription fee–Pandora, for example. Or Last.fm. And NormSoft’s Pocket Tunes app has been streaming Stern for months now.

Surely, Sirius knows this. So why not include Stern et al? Did a rights issue prevent Sirius from doing so? Did it convince itself that Jimmy Buffett’s Radio Margaritaville and Oprah Radio were compelling enough reasons to download the app? Or perhaps the company is planning a standalone Stern app for which it will charge separately. Or maybe Stern is working on that himself.

And seriously, doesn’t Sirius XM pay Stern too much not to include him?

In any event, the app is an enormous disappointment. Which is too bad. Because Sirius really could have used the few additional subscribers Sirius XM Premium Online might have attracted. With the souring economy weighing heavily on the auto industry–-a mainstay of Sirius’s business–-and partner Chrysler navigating bankruptcy, the struggling company is bracing itself for nasty subscriber losses this year.

If this is all that Sirius XM has to offer on the iPhone, it would have been wiser to do what Netflix (NFLX) did with its Watch It Now online streaming service–provide it gratis to active subscribers as a loyalty bonus. Without Sirius XM’s top-tier content, there’s little to differentiate its iPhone app from Pandora and Last.fm. And Pandora and Last.fm are free.

UPDATE: A quick review of the Sirius Internet Radio FAQ reveals that it is indeed licensing restrictions that prevent Sirius XM from offering NFL, MLB and NASCAR via the Internet and presumably via the iPhone as well. Those same restrictions, however, do not seem to apply to Howard Stern’s channels, which all appear in the Sirius Internet Radio lineup.

UPDATE: Sirius XM has declined comment on the Stern issue beyond what was already said in this morning’s press release.

]]> http://allthingsd.com/20090618/qotd-153/feed/ 12 http://allthingsd.com/20090410/ap-exec-to-the-untrained-eye-it-looks-like-were-stupid/ http://allthingsd.com/20090410/ap-exec-to-the-untrained-eye-it-looks-like-were-stupid/#comments Fri, 10 Apr 2009 19:38:02 +0000 Peter Kafka http://mediamemo.allthingsd.com/?p=6181 Rough week for the Associated Press, at least if you measure it by headlines: First, the venerable news organization/aggregator confused the likes of me by announcing a vague plan to fight the Internet. Then it went ahead and confirmed everyone’s worst fears with a boneheaded attempt to stop someone from showing a YouTube clip it had already distributed.

Time for some image repair, don’t you think?

The AP is trying to do this at this very moment by distributing an 11-point FAQ that attempts to clarify exactly what it’s thinking. But that document is still a little vague and overly formal. Good thing I got on the phone yesterday with the pleasant Jim Kennedy, who oversees strategic planning for the AP and who speaks in clear, concise English.

Much of what we talked about was a rehash of what we talked about Monday afternoon, when AP Chairman Dean Singleton first riled everyone up with his “mad as hell” speech. But given the rampant confusion of the past few days, I thought it was worth going over again. Some excerpts from our chat:

On the AP’s plans to chase down people who “misappropriate” its content: Kennedy stresses that the news organization isn’t planning on creating a Wall Street Journal-style pay wall around its content. And it’s not concerned about bloggers who link to its stories. His beef is with sites that are reprinting AP’s stories on a regular basis without paying for them. “The activity that we’re trying to limit is the systematic harvesting of news without trying to license it,” he says. “The people who are building a business by taking the content and trying to recreate a news report. That’s what we’re trying to address. We’ve had success doing this.”

On the AP’s plan to promote its work more effectively. This has been construed in some quarters as a plan to create a search engine or news portal. But it’s really just an attempt to upgrade the AP’s search engine optimization strategy–that is, trying to get its stuff to show up higher on Google’s (GOOG) search results. It will do that via “search pages,” or “topic pages,” which are par for the course in the Web world. Check out this New York Times (NYT) page on Somali pirates, or this Huffington Post page on newspapers, and you’ll get an idea of where the AP is going.

If the search page plan works, the pages will be generating plenty of page views when people land on them, and it’s possible that the AP will sell ads on that inventory, Kennedy says. But their real function is to shuttle searchers to the original source material from the AP’s members.

On the AP’s beef with Google: It’s real. But many of the stories published this week conflated the AP’s gripe-essentially, that it’s not getting paid enough by the search engine for the use of its content–with its saber-rattling against aggregators who aren’t paying the AP at all. The AP may indeed end up suing people in the latter group. But it plans on resolving its Google problem with a new contract that will replace the one that expires this year.

Kennedy is vague when it comes to specifics about the Google contract and what he’d like changed: “It’s just a reevaluation of the situation,” he says. But he’s clear that the company intends to keep working with the world’s largest Web site. “When we’re talking about Google, we’re talking about our future business relationship,” he says. “When we’re talking about misappropriation, we’re talking about people who have never contemplated a business relationship with us.”

On the confusing message that the AP presented to the world this week: Guilty as charged, says Kennedy. But he argues that his group has indeed given some thought to what it’s doing, even if it hasn’t communicated that clearly to date. “The future is going to be a lot different than the present and the past on the Internet, and we’re trying to get ready for that process,” he says. “To the untrained eye it looks like we’re stupid. But we’re looking forward to a totally new space where we have to get ready to do things in a totally different way. We’re trying to be smart business people and we’re trying to stay in business.”

]]> http://allthingsd.com/20090410/ap-exec-to-the-untrained-eye-it-looks-like-were-stupid/feed/ 0 http://allthingsd.com/20081209/helping-your-data-decamp-to-a-mac/ http://allthingsd.com/20081209/helping-your-data-decamp-to-a-mac/#comments Wed, 10 Dec 2008 01:52:02 +0000 Katherine Boehret http://solution.allthingsd.com/20081209/helping-your-data-decamp-to-a-mac/ With the holidays fast approaching, plenty of shoppers are heading toward their local Apple stores with plans to buy a new home computer. Amid all this excitement, it’s worth taking time to consider how to transfer content from the old Windows PC to a shiny new Mac.

Apple (AAPL) has promoted this PC-to-Mac switching concept heavily over recent years — particularly with its “I’m a Mac” commercials, which bluntly compare the Windows and Mac operating systems. Windows Vista has been a source of consternation all its own, and some people have opted for the Mac rather than risking problems with a Vista PC. Apple recently reported that about 50% of the people buying Macs in the Apple stores are new to the Mac.

If you buy a new Mac from the Apple store, staffers there (“Geniuses,” as they call themselves) will transfer your files over to the new machine free. This process takes place in the store, though Apple says it generally isn’t a “while you wait” task. If you buy a Mac elsewhere, such as online or at Best Buy (BBY), Apple stores charge $50 for this transfer.

But some people aren’t comfortable with the idea of handing a computer filled with their personal files over to a stranger. If this is the case for you, some other viable options include copying your old PC’s data onto a portable hard drive or onto discs that are compatible with the new computer. If several home computers are networked, files can be transferred onto a drive accessible by all the machines.

This week, I tried yet another method, copying data from a Windows machine over to a new MacBook using a special transfer cable from Belkin International Inc. The aptly named Switch-to-Mac Cable plugs into USB ports on two computers. It came out a month ago and is available for $50 at places like Best Buy and Apple stores. Like other transferring methods, it moves only files and not programs or applications, such as Microsoft Word (MSFT). (Windows applications can run on a Mac using programs like Boot Camp, Fusion or Parallels.)

The Switch-to-Mac Cable makes it easier to transfer data from a Windows PC to a Mac.

I tested the Belkin Switch-to-Mac Cable by transferring data to a new Apple MacBook from my two-year-old Lenovo ThinkPad X60, which runs Vista. (Most people will transfer from an older PC that doesn’t run Vista.)

After installing the software included and connecting the transfer cable to both the Mac and Windows PC, short, on-screen prompts walked me through the steps for copying data from one computer to the other. On one instructional screen, I checked boxes to indicate what I wanted to transfer, including documents, pictures, music, videos, Internet Explorer bookmarks, desktop wallpaper and desktop files. Here, I could also opt to transfer a custom folder as well as personal information from Outlook like email, contacts and calendar.

I liked Belkin’s simple approach, including unintimidating software and a straightforward cable with a glowing, white indicator. But the files didn’t all properly transfer from my Windows laptop to my Mac. Most notably, the software prompted me to move files on my desktop, but the cable moved only five of the 23 selected files stored there.

Also, I use Mozilla’s Firefox as my default browser, but Belkin doesn’t move Firefox bookmarks to the Mac. Still, my Internet Explorer bookmarks moved over into Safari, Apple’s browser. Belkin explained that it left out Firefox transfers, instead focusing on programs like Safari that come installed on Macs. Even without a cable, Firefox itself will export bookmarks to be moved to the Mac in just a few simple steps.

I had no problems transferring everything else, and things like photos and music moved to the Mac appeared there in logical places. For example, photos stored in the “My Pictures” folder on my Windows PC automatically moved over to iPhoto on the Mac and retained their original folder labels in iPhoto.

In most cases, newly transferred files were clearly labeled on the Mac in folders marked “Windows PC.” After my initial transfer, I used the cable for additional transfers, and the data moved in those follow-ups were labeled “Windows PC-2″ and so on. When my email, contacts and calendar transferred from my Windows Live Mail desktop client, I wasn’t sure where this data had moved within Apple Mail because I didn’t see a “Windows PC” folder. A Belkin representative explained that files transferred to Apple Mail are stored in an “Import” folder.

If your transfer doesn’t work perfectly the first time, try moving stray files into a folder that transferred successfully in a previous attempt. I did this with some of my desktop files when they didn’t move over and it worked, albeit with an extra step.

Over the phone, I walked through numerous troubleshooting scenarios with Belkin to figure out why my desktop files didn’t transfer over to the new Mac, but nothing helped. Belkin said it hadn’t seen my desktop transfer problem in its tests.

I was frustrated to find that Belkin doesn’t offer much in the way of detailed instructions for users, such as a FAQs Web site or troubleshooting steps for common hiccups. Its simplicity is an asset, but when performing an important task like transferring data, I’d rather have the option of knowing more than less. Belkin says it plans to add more help for users in the future.

As its name indicates, the Belkin Switch-to-Mac Cable isn’t designed to transfer data from one Mac to another, nor from one Windows PC to another. Nor will it transfer data from a Mac to a Windows PC. Additionally, all hidden directories and system directories are ignored, as are all files with the following extensions: .exe, .com, .dll, .scr, .ini, .db, .lnk.

Not tested was a competing product from Detto Technologies, the $50 Move2Mac, which comes in two versions: One enables transfers from older PCs without USB ports, the other enables transfers from PCs with USB ports that are running Windows 98, Millennium, 2000 or XP — but not Vista, which the Belkin enables.

If you’re moving away from a Windows PC, Belkin’s Switch-to-Mac Cable is one tool that can make this transition easier.

Edited by Walter S. Mossberg

Write to Katherine Boehret at mossbergsolution@wsj.com

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