Hoax Warnings vs. Real Warnings & You

We've all seen them.  Someone posts an email, a status update on Facebook, MySpace (blech), etc, and it usually says something to the effect of "DO NOT ADD [insert person's name]!  This person is a [insert hacker, pedophile, sex predator, or some automated implanted virus].  While there may be some truth to this, I would exercise caution on these warnings about certain individuals to your Facebook/MySpace/Whatever!  There are individuals out there who would love to prank an unsuspecting victim with a virus, or a video clip that is embedded with a virus.


Admittedly, I fell victim to something like this years ago on MySpace, and to date, my entire internet-connected family thinks it was I who initiated the whole thing.  Bottom line, if the video clip doesn't seem like the kind of thing your friend or family member wouldn't post, i.e. Grandma posting a pornographic video clip that just doesn't seem like something she'd do, or post an obscene message, it's a good bet that either her account has been hacked, or someone imitated your Grandmother's name, sometimes a very obvious misspelling, and posted to your wall.  In other words, don't click the link.  Contact your friend or family member by phone, or talk to them in person if possible, and get the facts straight.  My suggestion is to not jump to conclusions about any link, video clip, picture post or any other post that seems out of character for that person.


With all that being said, I stumbled across a message from a friend on my Facebook account from Snopes.com about a "Don't Add" Warning!  While I understand it's message of caution, I like to think that people would use common sense.  A few things to think about when seeing these warning messages:


1) Do I know this person / website / organization?  If the answer is no, it's a good bet you're not going to add them anyway.  In fact, the names listed will probably sound like generic names that could be just about anyone in the world trying to glean information off your PC using a keylogger virus, or by some other method.  This opens up your friends list (especially on Facebook/Twitter/MySpace) to their list of targets.  In other words, EXERCISE caution whenever possible.


2) Do I recognize that email address?  Hackers are pretty sneaky, and there are some REALLY gullible people out there who think to themselves "Oh that must be....[insert relationship status here with a name]!  I guess I just wrote their email address wrong!"  You'd be surprised how often this is the case.  If there is any doubt in your mind, and I mean ANY doubt whatsoever, my personal suggestion is do NOT add that email address or handle ID to your Instant Message programs (Y! Instant Messenger, AIM, MSN/Windows Live Instant Messenger, Skype, etc).  Better to be safe than sorry later.


3) Have I contacted this person without the use of a computer?  If the answer here is no, there's no need to go any further.  Just delete the request, and move along with your daily social media and instant message usage as normal.


The key piece of logic to remember here is that if they don't sound like someone you know, you're better off getting a complaint by phone from that friend rather than risk getting scammed.  I refer to my previous blog entry here Email Spam and You where it mentions "If it's too good to be true, it's probably not true."  The opposite can also be applied here.  "If it sounds too far fetched and bad to be true, it probably is."  If you're ever unsure, contact a PC specialist in your area.  Many offer a free or low-cost consultation.  If you're concerned about privacy, find a member of your family that has some extensive troubleshooting experience.  You may end up saving yourself some time, some frustration, and of course the biggie, MONEY!!


Have a comment? Suggestion? A topic you'd like to have discussed on my blog? Email me at halfblind79@gmail.com. And if I don't know the answer, I'll post up information on who to ask, where to go, or what to do to get your answer. :) Until then, have a great day, and I hope you've enjoyed reading my computer tips so far!

Customer Service in General (By Chris Minagil)

Okay, so this kind of is NOT exclusively a post about computers, but it is related to how we, the consumers of the public, treat customer service representatives, billing representatives, and technical support representatives in general.  On my first post, I mentioned how best to approach an issue when calling a technical support help desk, but this goes far beyond what I wanted to say.  I'd like to take the opportunity to thank my friend, Chris Minagil, for writing what I have wanted to say for years, but felt I couldn't because of certain... implications and certain legal ramifications.  The following is what he wrote in a note on Facebook.  Feel free to give me your comments, and as always, if you have a question of a technical nature, please feel free to email me at halfblind79@gmail.com.

Over the years many of us have had the opportunity to obtain service from another person for goods and/or services ranging from pumping gas, ordering fast food, arranging travel, tech support in any capacity, or speaking with a local utility.  Many of these transactions can be pleasant or unpleasant regardless of outside circumstances based upon the customer service aspect alone.  This is a small guideline (or perhaps a personal wish-list) for those who wish to keep these experiences as a customer and a service provider as positive as possible.

1.  Speak with a smile and use voice inflection.  Regardless of your disposition, an aggressive tone tends to shut people off to your cause.  If you are providing service this will cause your patron to not want to talk to you and your business will lose money (or your job if it happens too frequently).  If you are a customer this may cause the person providing the service to you to not want to speak with you and deny any requests or cause a very short and terse conversation as a reaction to your attitude.  Smiling whilst speaking is a fantastic way to brighten your outward appearance (physically and audibly) and help make the conversation just a little more pleasant, plus when you add a more pleasant voice inflection it gives the appearance that you actually care (regardless if you are even paying attention or not).  Customers and customer service representatives don't generally get angry with people that sound happy and are seemingly paying attention regardless of the situation.

2. Read and understand the fine print before you agree to it.  Many companies have Terms and Conditions, aka fine print or T&C, that governs the products you purchase.  Certain conditions such as non-refundable, non-cancelable, non-transferable, photo ID required, time restrictions, as well as location restrictions and age restrictions.  These terms are there to not only protect the company providing the service/products to you but to protect your interests and rights as a consumer from people that would defraud you.  Knowing these terms and understanding that many companies do not bend them for simple convenience based reasons will make your purchase process and their customer service process much simpler.

3. Shop around before committing and don't be afraid to look in multiple places for the best deal.  Most customer service representatives will be more than happy to discuss one or two options in person or over the telephone, but refrain from monopolizing their time for too long as other people are shopping too and may require the same assistance you are receiving.  You'd be amazed at how different prices can vary on the same product, as well as how many companies have items like a price guarantee or a price match option.  It never hurts to ask what the terms are, but make sure if this is something you are interested in make sure you get all the details or it won't work when you try to use it.

4. Know all your details before you buy.  If you are purchasing something age sensitive, gender sensitive, or something date sensitive you need to make 100% certain you have all the details or those T&C mentioned above could come back to bite you.  Leaving dates "general" or not knowing full names, birthdates, addresses, telephone numbers, email addresses can leave you in a bit of a lurch especially if what you're purchasing is time sensitive or nonrefundable.  If you guess and get it wrong there could be penalties involved in fixing the issue (if fixable at all, airline tickets can't change names once issued).

5. If you have an issue kind words go further than yelling and a bad attitude.  Please understand that you are speaking with human beings on the other end of the phone, and just like you they generally don't respond well to angry demands and general abuse.  You can still get your point across if you have an issue or that you feel you may have been dis-serviced, please refrain from calling anybody names as this will only strengthen the customer service representatives resolve to NOT help you fix your problem.  Also make certain that you are calling about something they can help you with in the first place and not get mad if what you're asking has already been covered in the T&C you may or may not have reviewed when you paid for the service/product.  Now, please don't be offended by any customer service individuals if they are in good spirits and you're not.  They understand the gravity of your situation and are indeed trying to help you, they are simply trying to keep the best attitude possible in the face of adversity.

The number one complaint of many people regarding certain companies is the (lack of) customer service, and in many instances those same companies customer service individuals have similar gripes about the customers for many of the same reasons.  Please do us all a favor and spread a little kindness, or at least tone down the negativity, so the rest of the world can get on with their day and feel good about putting food on their family's tables and a roof over their heads.

I'd love to share some horror stories (from both CS and customer perspectives), but that's just unprofessional.  Maybe I'll save that for another time :)

KVM Switchbox (TRENDnet)

Once again, I find myself reviewing a product that I think is wonderful, and yet so simple!!  Normally, I don't like to review items until I have had a chance to use them for at least a month (or at the very least a week), but this is going to be one of those exceptions.  I don't know why I didn't think of something like this years ago.

I'm talking, of course, about the use of KVM switch boxes.  This little devices are so very cool, and yet offer the simplest of solutions to a very common dilemma.  Say you have two or more computers that you want to use, but you only have one keyboard, mouse, and monitor.  The solution?  A KVM switch box.  It's a great way to have control over multiple computer systems without having to purchase a separate keyboard, mouse, and monitor for each.

The particular product I'd like to review is the TRENDnet 2-port KVM switch with integrated cables (the TK-205i model).  It's a relatively simple setup.  You simply plug in the hardwired KVM cables into the appropriate monitor, mouse, and keyboard ports on each computer system, then you plug in a mouse, keyboard, and monitor into the central hub.  The device comes with a couple of neat little features.  First, you have a button in the middle that you can use to switch back and forth between computers.  Second, if you're lazy like I am, you can alternatively use keyboard shortcuts to switch back and forth as well.

Below you will find a picture of this model to get a better idea of what it is you would be purchasing.  Remember, this is the model I, myself, purchased, but there are other models and makes out there that are just as good, if not better.

TRENDnet 2-port KVM Switch with Integrated Cables (Model TK-205i)

 

There are a couple of noteworthy limitations to using this particular model.  One, you don't have the option of splitting the audio between computers, although for a little bit more money, you can purchase another model with that function.  Second, this particular model uses a PS/2 port for both the keyboard and the mouse, and unfortunately, most models either have only PS/2 or USB ports, and not a combo of both.  This was a little disheartening as I wanted to use my USB optical mouse, and even with the PS/2 adapter that it came with, I couldn't use it.  But for the amount I paid for it (I got it used for a little under $10), I can't really complain too much.

Overall, I highly recommend using this type of product (this model included) if you plan on using two or more computers, and especially if you're going to be changing the role of your computer systems like I am.  

Have a comment? Suggestion? A topic you'd like to have discussed on my blog? Email me at halfblind79@gmail.com. And if I don't know the answer, I'll post up information on who to ask, where to go, or what to do to get your answer. :) Until then, have a great day, and I hope you've enjoyed reading my computer tips so far!