Brunch at the Princess

Now THAT’S a meal to remember!

We spent Saturday night in Tucson after my Apple store appearance. We had a 9:05 AM flight from Phoenix to Boston and it seemed silly to drive all the way back to Wickenburg just to drive back to Phoenix in the morning.

We were actually on line for security at Sky Harbor when we decided to look at our boarding passes. That’s when we discovered that America West had changed our flight to one departing at about 1:30 PM. We were four and a half hours early for our new flight.

I hate when that happens.

Fortunately, we had a car at the airport and it was Sunday morning. Sunday morning in Phoenix means brunch to Mike and me. We normally go to the Biltmore, but we’ve been there so many times that we were interested in trying something new. I suggested the Scottsdale Princess. The information booth near baggage claim had the number. I called and made a reservation for 10 AM.

I should have been suspicious when they told me they wanted a credit card number to hold the reservation. But I just rattled it off — I use my American Express card so often the number is memorized — and hung up.

I never asked about price. After all, how much could it be? The most we’d ever spent on brunch was $55 per person at the Biltmore some years ago, when it was a very good brunch. It’s not quite as good now, but I think it’s cheaper.

We had sticker shock when we saw the sign at the restaurant’s door: $70 per person. Ouch! No wonder they get your credit card number and have a 24-hour cancellation policy. They don’t want to lose potential customers who faint away when they see what they’ll be paying. Silly people like us who don’t ask first.

But they were pouring Taitinger champagne — not the cheap junk most restaurants try to get away with at Sunday brunch. And everything looked good. I mean really good. So we went in.

Oh, how I needed an experience like this! Excellent service, from the moment we stepped up to the door. We were seated by a maitre d’ wearing a crisp, clean suit who didn’t seem the least bit put off by our ultra casual attire. He put us at a table by the window, where we could look out at the gardens. Our waiter appeared almost immediately, offering bottled water and then champagne. He offered to give us a tour of the buffet area, which extended from the restaurant’s interior out to a beautifully decorated Mediterranean looking courtyard. We decided to explore for ourselves and wandered outside.

I have never seen a brunch with as many options as this one. There were smoked and grilled meats with accompanying relishes and sauces. All kinds of smoked fish. Three kinds of caviar with all the fixin’s. Grilled vegetables. Tapas. Plain and exotic fruits. An omelet station, a crepe station, a pasta station, and a carving station — which also offered freshly grilled filet mignon, pork chops, lamb chops, salmon, and trout. Giant, pre-peeled shrimp and steamed crab legs. At least 10 kinds of cheeses. At least 20 kinds of desserts.

Everything was of unquestionable quality, prepared to perfection, and displayed attractively. The staff was knowledgeable and friendly.

We made four trips to the buffet. Although the place filled right up, there was never a line for anything we wanted to eat. Each time we returned with a new plate, our old plate and silverware was gone and new silverware was in its place. Our napkins were neatly folded at our place. Our waiter returned frequently to refresh our champagne. One time, we finished our champagne before going to the buffet for more food and returned to find our glasses still empty. I was surprised that our waiter had apparently slipped. But he appeared with the champagne bottle right after we returned and poured, explaining that he didn’t want the champagne to sit and get warm in our glasses while we were gone.

Was I dreaming? Pinch me!

Oh, how I needed this experience! I’d begun to think that service and quality was something I could no longer expect when dining out. This set me straight again. Thank heaven our flight plans were changed!

After an hour and a half, we asked for our check. When the waiter brought it, he told us that we’d eaten quickly, that people usually stayed an average of three hours. We told him about our flight and he understood.

Brunch cost over $170 for two, including tip. But was it worth it? You bet! I’ll be back again — when other plans don’t “rush” me through my meal.

And one more thing. Our new flight to Boston stopped in Las Vegas and didn’t get to Boston until midnight local time. Our brunch may have been expensive, but it lasted the whole day — we weren’t the least bit hungry on the flight.

Outsourcing Blues

An actual transcript from a “technical support” chat with Microsoft.

Outsourcing telephone support jobs to cheaper foreign labor sources is one of the reasons my sister is currently unemployed. But that’s just one of the reasons I’m so opposed to outsourcing. The other is obvious from this actual transcript from a recent technical support session I had with Microsoft. This alone is one good reason to avoid buying products from companies that outsource their technical support.

Welcome to Microsoft Windows XP Chat Support
The Windows XP Chat Session has been accepted.

{Vinoth}Thank you for using Microsoft Windows XP Chat Support. My name is Vinoth. May I address you by your first name?
{Maria Langer}Yes.
{Vinoth}Thank you.
{Vinoth}Maria, how are you today?
{Maria Langer}I’d be better if I could get this thing to work.
{Maria Langer}Can I explain my configuration to you? It’s somewhat unusual.
{Maria Langer}I think knowing what I have here will help you.
{Vinoth}Maria, please do not worry, I will put my level best to fix this issue.
{Vinoth}Sure.
{Maria Langer}All the computers are networked via a wireless network on an Airport Base Station.
{Vinoth}Okay.
{Maria Langer}So I know the wireless part is okay.
{Maria Langer}The printer is an HP LaserJet 2100TN network printer.
{Maria Langer}It is connected to one of the Macs via an Ethernet cable and hub.
{Maria Langer}I cannot, however get the PC to print to the printer.
{Vinoth}Is your computer is connected to a Domain or a Workgroup?
{Maria Langer}Domain or workgroup. Not sure what you mean.
{Vinoth}Is the airport basestation is connected to any fileserver?
{Maria Langer}No.
{Vinoth}Okay.
{Vinoth}Just to make sure I have the correct information, could you please confirm the following information?
Case ID : SRZ050606001585
Email Address : mlanger@xxx.com
Phone Number : 928-684-XXXX
{Maria Langer}That looks right
{Vinoth}In case, if we need to contact you through phone regarding this issue, what would be the best suitable time (A two hour time slot with the time zone)?
{Maria Langer}Mornings are best. I’m here by 7 AM MST.
{Vinoth}We are going to troubleshoot this issue through chat and in case if we need to contact you through, can I take the suitable call back time as 7 am – 9 am MST?
{Maria Langer}Any time from 7 AM to 3 PM should work.
{Maria Langer}That’s a more precise answer.
{Vinoth}Okay.
{Vinoth}Maria, I understand that you want to install a network printer in your wireless network environment, is this correct?
{Maria Langer}Let me try this again.
{Vinoth}Okay.
{Maria Langer}I want to connect to an existing printer that is connected to a computer accessible via a wireless network.
{Maria Langer}Ok.
{Maria Langer}I guess the terminology would be to “add” a network printer to Windows.
{Vinoth}May I know how many computers connected in your network?
{Maria Langer}There are actually 3 Macs and 2 PCs, including my husband’s laptop in the other room. But I don’t access the Laptop.
{Vinoth}Maria, I understand that you have 3 Macs and 2 PCs and your laptop, currently the HP Printer is connected to one of the MAC and working correctly as a Local Printer, now you want to install that printer as a network printer so that you can give print from any one of this computer, is this correct?
{Maria Langer}Yes, but that printer is also working fine as a network printer among the Macs. Printer sharing is turned on on the Mac.
{Maria Langer}I don’t think it’s working as a “local” printer at all. They all access via the network.
{Maria Langer}The answer, according to the Apple support site, is to set up SMB/CIFS printer sharing.
{Maria Langer}There’s nothing about it in onscreen help.
{Maria Langer}http://docs.info.apple.com/article.html?path=Mac/10.4/en/mh1770.html
{Vinoth}Okay.
{Vinoth}Do you able to access that network computer through any of the other two Windows XP Desktop computers?
{Maria Langer}Yes.
{Maria Langer}The computer I’m trying to print from has no trouble “talking” to any of the Macs via the Wireless network.
{Vinoth}May I know the operating system of both the MAC and the Desktop Computer (XP Home or Professional)?
{Maria Langer}Mac = Mac OS X 10.4.1
{Maria Langer}PC = Windows XP Home
{Vinoth}Thank you for providing this information. Please give me 2 to 5 minutes, while I go through this case information. In the meantime, please read through the following:
{Vinoth}In the meantime, if for any reason you need to reconnect to Chat Support regarding this issue, please use your SRZ case number.

To reconnect, please do the following:
1) Open “Help & Support”
2) Choose to “Get Support”
3) Choose to “Get Help from Microsoft”
4) On the next screen, choose the option to “View My Support Requests”
5) Click on this SRZ Case number in the ID list and then select Chat.
{Maria Langer}Okay. Perhaps you can point me to a document with the following information:
{Maria Langer}”To print to your printer, Windows users must configure an SMB/CIFS network printer and use the Postscript printer driver, even if the printer isn’t a Postscript printer. Your Mac will translate the Postscript code into code the printer can understand. Have the Windows users see their Windows documentation for information on adding a network printer.”
{Vinoth}Okay.
{Vinoth}Now, all the computers in the network able to communicate with each other (both the Mac & Desktop Win XP) and the HP printer is working as a network printer and you can able to access the printer on all the MAC computer and now you want to share the printer so the Windows XP Computer can also access that computer, is this correct?
{Maria Langer}The printer is already set up for sharing, but the PC can’t “see” it.
{Maria Langer}In other words, I’ve done everything correctly on the Mac side. It’s the windows side I can’t get set up right.
{Vinoth}Does only the Windows XP Desktop computer unable to access the Printer or the MAC?
{Maria Langer}Yes.
{Vinoth}Does the MAC computer able to access this network printer?
{Maria Langer}Yes.
{Maria Langer}All of the computers can print to the printer EXCEPT THE WINDOWS PC.
{Vinoth}Okay, please give me 5 to 7 minutes to research this issue.
{Vinoth}Thanks for waiting. I appreciate your patience.
{Vinoth}Maria, since the printer is connected to one of the MAC, it lies under out of our Windows XP Support boundary, but still I will my level best to fix this issue.
{Vinoth}I’m going to research this issue for you now. It could take up to 5 to 8 minutes to check every possible avenue for a resolution to our issue. If you need to step away from the computer for a few minutes while I’m researching it, please feel free to do so. Your patience and co-operation is highly appreciated.
{Maria Langer}THIS IS BULLSHIT. The problem is, you don’t understand English.
{Maria Langer}While I was waiting for you to decipher the information, I FIXED THE DAMN PROBLEM.
{Maria Langer}Why do you think I have FIVE MACS and only one PC?
{Maria Langer}Because I’m sick of dealing with support people who will use any excuse they can to NOT answer a question they don’t understand.
{Vinoth}I am sorry for the inconvenience.

At that point, I left the chat.

Subsequently, Microsoft tried to contact me several times to talk to me about this session. I refused to talk to them.

It’s a shame that one of the biggest companies in the world, owned by the richest man in the world, turns its back on the U.S. public by outsourcing jobs to people who don’t even have the basic communications skills needed to get the job done.

I’d ask everyone to boycott Microsoft, but we all know how impossible that is. Instead, I ask that if you have a similar experience, write to Microsoft to complain. Let them know that U.S. customers want to be supported by U.S. workers. Keep jobs for American companies in the U.S.

AirPort Express with AirTunes

I buy yet another gadget for my Macs.

I’d just finished writing the Networking chapter of my Mac OS X 10.4 Tiger: Visual QuickStart Guide when my editor, Cliff, called me into an iChat chat. Cliff and I often use iChat during the day to ask each other quick questions.

“Why didn’t you include AirPort Express in the book?” he wanted to know.

“I don’t have one of those,” I told him. Or at least I typed at his icon, which was a orange globe that day. “I can’t be expected to buy every piece of Apple hardware,” I added.

This was true. Every year, I invested hundreds, if not thousands, of dollars buying the Apple hardware I needed to write my Mac OS X book. A new desktop Mac every two years. A new laptop every three years. AirPort base stations and cards. iPods. Digital cameras, scanners, color printers. The list went on and on. It was very costly and I had a huge collection of old hardware that I just didn’t have time to put on eBay. Apple might help legitimate authors out with software, but it seldom coughed up hardware for the cause.

“But we should mention it,” he insisted.

“Do people buy it?”

“I’m sure they do.”

I switched over to Safari and surfed on over to the Apple store where I read a description of AirPort Express. Among other things, it enabled you to send iTunes data from an AirPort-equiped Mac to compatible stereo speakers. I thought about Mike and his desire to buy a new receiver. I looked at the price. Oh hell. What was another $129?

So I bought one.

It’s actually a pretty cool little device. It plugs into a wall socket and has three ports: USB, Ethernet, and Audio Out. You plug the Ethernet into a Mac, cable modem or DSL connection, or hub. (Mine isn’t plugged into anything.) You plug the USB into a printer, so the printer is accessible to users on the network. (Mine isn’t plugged into anything.) And you plug the audio out into a pair of stereo speakers or, in our case, a stereo receiver with speakers attached.

Then you configure the whole thing with the AirPort Setup Assistant. You have two options: configure it just so it sends iTunes to the speakers or configure it so it extends an existing AirPort network. I chose the second option. I mean, why not? And the iTunes to stereo thing still works.

It’s kind of cool to control the stereo upstairs with my PowerBook in the kitchen.

I’m impressed. I added a tiny bit of info to the book about it. But I’m also going to write an article about it for InformIt.com. That’s how I pay for this stuff, after all.

Speaking of iPods

I’m glad I didn’t sell my old iPod; here’s why.

My new helicopter has an audio-in jack so you can plug in a portable tape player, CD player, or MP3 Player. My old helicopter also had a jack like that, but it was an aftermarket installation and didn’t play in stereo. I know that sounds like I’m being pretty picky, but it also had a tendency to drop out one of the channels on some stereo music so you didn’t hear all the instruments/vocals, even in mono. Better than nothing, I guess, but not nearly as good as real stereo.

The headsets in the helicopter’s front seats are Bose Generation X. They cost a small fortune (which is why I didn’t get four of them) and I don’t think they’re worth what they cost, but they are the best. And they are stereo.

So I have a stereo line-in jack and stereo speakers.

And a very new iPod Photo with over 2,000 songs on it.

It makes sense to use the iPod in the helicopter, right? Well, unfortunately, the iPod Photo doesn’t seem to like the helicopter. I’ll plug it in and get it playing. 5 or 7 or 11 songs later, the iPod freezes up, right in the middle of a song. Dead in the water. Won’t shut off, won’t reset, won’t work at all. The only way to bring it back to life is to plug it in at home and use one of the reset procedures. I’ve wiped it clean and reloaded the songs and music several times. The problem persists.

I think I know the reason for the problem. The iPod seems to be able to sense when something is connected to it. When I plug in that RCA jack, the iPod turns itself on. So something’s coming down the cable to the iPod, saying, “Hey, wake up!” The iPod obliges.

One of the features of the helicopter’s audio system is that it automatically cuts out audio when the radio goes on. Say I’m flying along, listening to Pink Floyd while my communications radio is tuned into the Wickenburg Unicom frequency. When someone else talks on that frequency, Pink Floyd is shut off until he’s done talking. My other helicopter worked this way, too. It’s the way I want it to work: after all, isn’t it more important to hear what’s going on around me than some music?

I always assumed that it cut out the music by just tripping some circuit. I don’t know electronics. For all I know, what I just said might be pure nonsense. The point is, I was pretty sure it didn’t cut out the music by telling the iPod to shut up.

Evidently, however, some kind of signal must be coming down that wire to the iPod. And the iPod is getting confused by it. And when it gets really confused, it just freezes up.

I gave this some thought. I realized that my old, original, 5GB iPod never seemed to know when you plugged something into it. Perhaps it would work without getting confused and freezing up.

So I charged it back up — its battery doesn’t last long off the charger these days — updated the songs, and took it for a flight. And guess what? It worked fine.

I’m glad. On long cross-country flights, it’s nice to have music. And it’s nice to not to have to resuscitate an iPod after every flight.

I Bought an iPod Photo

I didn’t want to do it, but I had to.

The biggest problem I have as the author of computer books and articles is that in order to write about hardware and software, I have to own it. Or at least have it in my possession for enough time to learn and write about it.

That’s why I bought an iPod years ago. I had to write about using iTunes with an iPod for my Mac OS X book. I couldn’t get a loaner from Apple and I didn’t know anyone who had one. So I had to buy one. I still have it and still use it. It’s the original iPod, which held 1,000 songs on its whopping 5 GB hard drive. At the time, it was an incredible breakthrough in MP3 technology. But today, it’s a dinosaur, almost embarrassing to admit owning. (I own a Newton, too. But let’s not go there today, huh?) But it works, so I don’t care.

Want to know where I spent the most time listening to my ancient iPod? In my old helicopter, Three-Niner-Lima. I had Paul, my old mechanic, install an audio patch into the intercom system and put an RCA jack on the side of the instrument panel. I bought a nice leather case for the iPod with a mounting do-dad so I could hang it beside that jack. Then I used a standard Radio Shack cable (not bought locally; those guys don’t have anything you need when you need it) to patch the iPod into the helicopter’s intercom system. I could listen to tunes while I flew. Best of all, when there was a radio transmission, the music would automatically cut out so I could hear the radio. Ditto when I talked on the radio. A great arrangement. It made some of those long cross-country flights over Arizona and California and Nevada deserts a bit more pleasant.

The iPod Photo came out about a month or so ago. Probably less. I can’t remember. Anyway, Apple took the next logical step and made it possible to put photos on an iPod. So they’re worth looking at, they changed the screen to color. And since 10 or 20 GB isn’t enough to hold all your music and photos, they come with either 40 GB or 60 GB worth of storage.

I tried to get one from Apple as a loaner. They have an editorial loan program that is extremely difficult to get hardware from. I succeeded twice times in the past — I got an iBook loaner once and an iMac (ET style) loaner another time. But this time I wasn’t as lucky. I was told the waiting list was “a mile long.” Wow. So I bought one.

It came yesterday. I had company so I couldn’t tear open the box and immediately play with it. So I took it to work this morning. I’d just finished work on [yet] another Word book and was waiting for the index to come from the indexer so I could lay it out. I’d promised articles to two publishers. But I could spare a few hours to configure and learn about my new toy — I mean, vital piece of hardware.

It’s cool. No doubt about it. The dock it comes with sure beats that FireWire cable I left on my desk for syncing and recharging the old iPod. And the color screen is beautiful.

I stuck it in the dock and immediately started putting songs on it. I was able to fit my entire iTunes music library, which really isn’t much — only about 1,600 songs. (No reason for me to copy all my CDs to my computer’s hard drive when they weren’t going to fit on my iPod anyway.) Then I copied my iPhoto photo library to the iPod. All 2,600 photos. When I was done, I’d used less than half of the iPod’s 40 GB. Sheesh.

I got an e-mail from one of the editors waiting for articles and wrote back to her, mentioning that I’d just gotten an iPod Photo. How about an article that explains how to create a custom slide show with music on the iPod? She wrote back saying that they’d been talking about iPod photo in a meeting that morning. Write the article! So I did. And I submitted it this afternoon.

So I guess it must be an important piece of hardware, necessary for my work. After all, I’d owned it for less than 24 hours when I wrote an article about it that earned me $300. Another article and it’ll be paid for.

And yes, the new helicopter will be iPod-compatible. It has a built-in audio jack. But I think I’ll stick the old iPod in there, just for old time’s sake. After all, 1,000 songs really is enough.