Aug 312011
 

vodafone customer service fail Vodafone customer service attitude sucks, their website lacks logic, fails to communicate and their adverts are innacurateA letter to the Vodafone Group, Investors, Shareholders, Media, Vodafone Press Release Readers, Vodafone Sustainability initiative and the Vodafone Foundation.

Issues experienced today with Vodafone Customer Service, The Corporate Website of Vodafone Group PLC, Vodafone advertising and statements in Press Releases targeting investors and shareholders about Vodafone’s sustainability initiatives and the Vodafone Foundation.

The purpose of this text is to tell the reader of problems with Vodafone’s service, particularly customer service, experienced by a long-term Vodafone customer.

A communication company that fails to communicate and reacts to criticism like a cornered cat is beyond criticism, pity perhaps. Vodafone profits are huge so they get most things right, obviously I don’t meet their cookie-cutter-customer profile any more. I wonder if there are other people like me?

I have used Vodafone since the mid 80′s so naturally, when I needed an Internet dongle for mobile broadband they were the company I thought of.

vod ad Vodafone customer service attitude sucks, their website lacks logic, fails to communicate and their adverts are innacurateI found an offer online, you can see it here. Pay as you go is perfect for my expected occasional use.

Installation was easy, performance was better than I had expected. The trouble began when I checked my account. I expected to see a little under 500mb of data valid for 60 days, instead I see 249mb valid until the end of September which is 30 days, but Vodafone customer service tell me I am wrong, apparently I don’t know how to add (I am not kidding, the customer support representative, on 08700 776655, at 15:27 today, calling himself Scott, actually said that).

When the call began Scott of Vodafone Customer Services denied the offer was 500mb for 60 days. When I read the advert to him he asked me where I bought the Internet dongle. When I told him it was a Vodafone shop he said it must have been a special offer from them and I should take it back to the shop I got it from.

I was lost for words, a little in shock I suppose, when Scott began the preamble for closing the call. I considered the amount of effort and time spent in getting this far and decided I was not ready for the call to end. I told him the advert on the website is clear, he is mistaken and all I want is my account to show what I bought.

voda1 Vodafone customer service attitude sucks, their website lacks logic, fails to communicate and their adverts are innacurateScott of Vodafone Customer Services (call on 31/8/11 at 15:27) began to shout which did not improve my impression Vodafone’s customer service. His claim was this “Your account shows 250mb plus a £5 voucher worth another 250mb, that means you have a total of 500mb”. It was at this point he questioned my ability to add.

I tried to explain, but he failed to hear because he over-spoke again; I agree, 2 x 250mb is 500mb, but the amount of days between today and 30 sep 2011 = 30 not 60, precisely half promised by the advert. I do not want to find on day 40 the first 250mb has disappeared and I am left with just 250mb from another voucher because I failed to use the first 250mb in 30 days; I want what the advert promises “comes with 500MB UK data lasting up to 60 days”.

If picky you could say just one day is “up to 60 days”. Reasonable people would expect 500mb to last the advertised 60 days, if they do not use all 500mb the rest still available on the 60th day.

The “up to” part means if you use all of it before “60 days” then it has run out and you need to buy more if you wish to continue using it. It means if you have not used it by 60 days then they take it back. That’s my interpretation of the advert which differs with Vodafone’s.

Scotts rants continued, only when he stopped for breath did I get the chance to ask him to put me through to his supervisor.

Say hello to Natasha, Vodafone’s Customer Service Supervisor

Scott transferred me to Natasha. I asked if Vodafone record customer service calls.

“Yes”, Natasha replied.

“I suggest you dig the tapes out and listen to my conversation with Scott which will explain why I will use the remaining credit on this Internet Dongle, bought from you today, and then never willingly use a Vodafone product again.”

I didn’t mean to sound rude though I realise now I may have been hasty with my decision. It is not correct to blame the entire company for the failings of one person. The advert and customer service culture also share the blame.

I confess I did not wait for her reply. This was not due to decisive action or slamming the phone down in anger. What could she say? How could she help? I had informed her of a problem within her team, if she decides to act upon it she may help her paymaster keep more business, if not so what?

What is wrong with Vodafone’s Website

Originally I tried to buy the dongle online. This resulted in two failed attempts with my business card. Vodafone was “unable to identify me” yet still managed to take TWO payments from my bank. They did return them a few days later however no refund of bank charges or difference in exchange rate. It’s only a few pounds but how many people do they do this to? How many people have been unable to complain because of the impossible logic and validation rules required to use the online contact form?

Because I have a foreign bank I have to pay fees for each transaction, I also have to cover the margin on exchange rates. Vodafone duly pay back what they took but not the extra charges. Why should they? One reason is the unauthorised charges taken from my bank. That’s the actus reus of theft isn’t it?

It appears they make a charge of £1 to “validate” your identity and presumably refund this after they take the authorised payment. Since when have banks allowed websites to take bank details and payments WITHOUT the account holders permission?

Trying to contact them over the web is difficult. Calling them is easy but what if you need to send an attachment or serial number? To email them you need an account and you must be logged in; but why ask registered customers to complete same information again on the contact form? Even my local florist understands RDBMS (See Codd’s 12 rules).

It is a bizarre situation: To create an account you need a verify code sent to your dongle via SMS. What then if you cannot install your dongle? What if your dongle does not receive the SMS? What if the software refuses to work or give access to SMS messages? I had to wait an hour for the message to arrive, I have never had to wait before, for a while I thought the dongle had a problem.

It’s not courtesy or discount I want. For the last quarter century I trusted Vodafone to deliver on their promise and I would like that to continue.

Aug 282011
 

The walk begins at Harwich Pier so you can start in Harwich, Felixstowe or Shotley, which ever suits you. I began at Felixstowe and took the Ferry to Harwich. I parked near Landguard Fort which is found at the end of View Point Road. There are two car parks, drive past the first and from the second you will have a view across the Orwell to Harwich. Park at the northern end (the right as you face the river) and closest to the river as the opposite side floods in heavy rain.

Felixstowe docks are always busy and if you are a ship spotter the car park beside Landguard Fort is a good place to see them. As a child I used to play on the docks. I remember dockers chasing me too.

electric palace Circular Walk Beginning in Harwich to Little Oakley via the Cherry TreeTo the right of the car park you will see the huge cranes, one now driven by a cousin who has worked the docks for the last 30 years. The cranes at Felixstowe docks are visible for miles and often appear on the horizon on walks in Suffolk and Essex.

Check the Ferry Timetable if you choose to leave from Felixstowe. They also run from Shotley and of course Harwich is easy to get to if you are coming via Essex.

Once at Harwich spare some time to look around. It is a beautiful town and retains a historic atmosphere which is easily missed unless you to explore. The high and low lighthouses which offered a mechanism to find safe passage prove how important it was in time’s gone past. You may not have time to watch a film but a walk past the Electric Palace is pleasant if you enjoy antique architecture.

Follow the sea-wall around to Dovercourt which is a pleasant sea-side town with small-scale common family amenities. It also sports a couple of weird Lighthouses. One stuck on the shore and the other a few hundred feet to sea. Perhaps used as leading lights such as the high and low Lighthouses in Harwich?

SDC10514 300x225 Circular Walk Beginning in Harwich to Little Oakley via the Cherry TreeContinue past Dovercourt and you enter the countryside which is marsh land along the coast. Listen out for birds and duck calls, at times it resembled what a busy rail station filled with birds might sound like.

Hamford Water, a National Nature Reserve, follows the coast for a third of the walk. An abrupt right turn heads for Little Oakley and the Cherry Tree pub is a handy half way point and a good opportunity for lunch. If you need to catch a ferry remember not to stay too long.

As you exit the village a small shop provides an opportunity to restock on fresh water. At the end of the village a right turn takes you back into countryside and distant views of the marshes you walked earlier in the day.

A sharp turn to the left along a tree-lined track takes you back into Dovercourt behind the colourful rows of beach huts. Follow the path back to Harwich Pier and ferry.

harwich to little oakleyx50 Circular Walk Beginning in Harwich to Little Oakley via the Cherry Tree

Distance: 11 Miles
Elevation Range: 0 to 80 feet
Difficulty: Medium
Weather Check: BBC Weather Harwich, Essex.
Map: Click here and once loaded select “Leisure” map
Route Card: Harwich to Little Oakley
Download the Walkers Route Card Template for Word 2010

Aug 282011
 

DARK SIDE OF THE LENS from Astray Films


Watch this video. Credit is not given to the author or the main part and that’s characteristic of the artist who made the film. He is in it for himself, not money, not fame.

It looks like the west coast of Ireland, perhaps the Cliffs of Moher. He clearly makes the most of a stunning coast where ever it maybe. I lived in Ireland for three years, three of the happiest years of my life.
06 27 2005 11 08 29 AM Cliffs of Mohir 001 300x225 Dark Side of the Lens

Update!
I may have found his blog. Take a look.

Grrrrr…
I wanted to share this video to FB but the video site offers only a single pointless thumbnail and a stream of text telling everyone how wonderful their service is. Well stuff them.

Aug 212011
 

My walks do not span more than a day, excluding travel and overnight stays. My expertise, if you can call it that, is limited to my own experience, I have no formal training, although mum says I could walk by 8 months old. I am not a mountaineer, heights and other dangerous places scare me. I am rarely more than a few hundred metres from civilization. These conditions effect my choice of equipment as well as personal preference, practicality and my desire to achieve certain results. I am sure a professional will find issues with my choices, perhaps even the odd tut tut and finger-wag, so please keep that in mind if you are going to consider some of the options on my list.

Outdoor Gear
Essential Backpacking and Hiking Gear.

  • Hi-Tec Men’s Eurotrek WP Dark Brown 83918-034 10 UK List of equipment I take on circular walks
    I have used Hi-Tec walking boots for years because they are light, long lasting, good grippers, easy on easy off, and offer good protection against moisture when cared for properly List of equipment I take on circular walks
  • Layered Clothing (Wikipedia)
    that you adapt for the environment in which you are walking.  Wikipedia explains this in detail and is interesting even if you have been wearing clothes all your life.
  • Hiking First Aid Kit List of equipment I take on circular walks
    Hopefully never needed but useful if you succumb to rogue barbed wire or splintered wood on stiles.
  • Route Card. See Create a Route Card in Word for details.
  • Map compass List of equipment I take on circular walks
    Don’t go for cheap but no need to spend big either. Silva have always worked well for me.
  • Maps.  Since April 1st, 2010, Ordnance Survey data is free to use for commercial and non-commercial purposes.  This means new map providers will be created and inevitably some specialists for walking and hiking.  I continue to use paper based maps but for a small annual fee you can print them direct from Ordnance Surveys getamap website.  There is also a free option or print per map cost.
  • Rucksacks List of equipment I take on circular walks .  Your preference and the amount of stuff you carry with you determines which you should choose.  Features to look for are external loops and clasps so you can add items that wouldn’t fit on the inside such as camera tripods, walking sticks and folding seats.  I take a lot with me, including packed lunch, change of clothing (dry socks always important) and weather protection (see Layered Clothing).  If you carry a lot of weight remember to carry needle, thread and string so that should a shoulder strap fail you are not left hitching it over one shoulder.

Walking Gear from your local Outdoor Shop
Not mandatory outdoor equipment and can be left out if you don’t want to carry the weight.

  • Cameras & Camcorders etc List of equipment I take on circular walks .  Not so heavy these days and if you fancy sharing the experience with relatives and friends can be fun
  • Mobile Phones List of equipment I take on circular walks .  Most people will add this to their mandatory list for safety and I confess I wish I had the nerve to leave it behind, damn thing.
  • Map Case List of equipment I take on circular walks
    Keep your maps clean and dry and together with your compass.  Remember to unhook the straps and throw them away, if you don’t keep your map and compass in your hand then you don’t need them or are lost.
  • GPS List of equipment I take on circular walks .  I rarely use GPS on walks, if I do its only to record my track for review later.  This is not a snobbish anti-progress attitude, I just don’t find them useful, they are good at telling you where they are but not so useful for telling you were to go unlike the GPS in your car as paths, even on O/S maps, are rarely accurate beyond offerring a general direction.  My attitude might be different if I tried out newer models (mine is 13 years old now), it would have to be extremely light to engender long term interest for me to use one.

Advice for walkers and walking groups

4192XQHT5NL. SL160  List of equipment I take on circular walks  List of equipment I take on circular walks

Planning your walk on Ordnance Survey’s website will help you find places where you are allowed to walk.

One exciting result of planning a walk is visiting places you would not normally vist, to see things that you do not often see. This summer I have seen a Grass Snake 4ft long, I have seen two Adders (less than 5 miles from my home), I have glimpsed several deer, seen evidence of badgers (poo pits), plenty of rabbits and a hare the size of a Labrador.

I have experienced both sight and taste of plants, blackcurrents are in season (choose those hanging more than 3ft above ground and only those that have turned black, aim for blackcurrents at the tip of the plant as that’s where they’re sweatest). Also Elderberries, Raspberries and Gooseberries, Field and Wood mushrooms, Lime Blossom, Redcurrent and Shaggy Cap to name just a few. Who needs Tesco?

Create a Route Card and give a copy to someone who can check your return. Let them know what time you should be home by.

Check the weather and pay particular attention to the specific variations where you intend to walk. Mist, rain, wind and snow have little impact on your safety when walking in most low land locations but Dartmoor, Cumbria, the Yorkshire Moors, Scottish Borders and Highlands and similar locations you can expect warm sunny conditions to change to life threatening low vision blizzards in minutes. If you use metal hiking sticks put them down when there’s a threat of lightening!

Are you a rambler or walker?
Be choosey because some ramblers are tarnishing the respectable passtime of enjoying a good walk by antagonising land owners. If someone appears upset it could be for several reasons and just because Ordnance Survey or the local council marks a path does not mean it is a public footpath.

Recently I met a farmer who in 1996 allowed people to walk through his farm yard. His insurers suffered a spate of thefts from farm yards and told him if he allowed it to continue his insurance would increase, the new price seven times higher.

Naturally he put up a gate and signs to show the property as private. This antagonised a group of people from the ramblers association who continue to attempt to walk his land to this day.

The local council shows a public footpath on their map and try to put up signs and ask him to remove the gate every two or three years. The farmer’s lawyer writes the council and reminds them this has been dealt with and depending on the mood of the local planner the hassle is either progressed to the court steps or shelved until the next planner decides its time for renewed action.

Ramblers attempt to make it a path by walking the farm yard and the farmer, instructed by his lawyer, has to challenge them, something which at age 80 he wished he did not have to do; they are often rude and ignore him.

They also ignore he has several farms and diligently looks after public footpaths. They ignore that he would not mind them walking through his yard if it had no impact on his insurance. They ignore that he cannot afford to pay the insurance and neither they or the council are willing to contribute to the cost of the insurance. They ignore that he offers an alternative around his yard which the council 16 years after being invited to add this alternative to their map still have not done so (what, precisely do we pay the council for?).

The hedges are cut, the stiles, and public gates kept in good working safe order, this much more than the local council that allows their paths to overgrow, stiles and gates to crumble. I mean it, he actually grasses and trims the paths beyond any I have seen. All he asks is people walking his land avoid the yard as his insurers deem them too dangerous for the public to walk through.

SDC10313 300x225 List of equipment I take on circular walks

Example of path upkeep, note wide grass path and both grass and hedge cut back with all obstructions removed. How many paths do you find in similar condition?


So if someone challenges you for walking on their land be polite and remember your map maybe wrong, be prepared to leave by the shortest route. It costs nothing to apologise and to be nice and who knows, they may understand you or the map maker has made an unintentional mistake and you may discover they too are reasonable and nice people, just like you.

Aug 212011
 

You will need access to your database via PHPMyadmin or other similar tool, if you don’t know what this means ask your IT or host to help out.

1. Open your Joomla database and look for the ???_users table where ??? is the prefix you selected during installation.
2. Open an SQL editor and enter the following code (replacing ??? with the prefix used in your database)

UPDATE ???_users SETPASSWORD= MD5('password')WHERE usertype ="Super Administrator"

If it worked you will see something similar to this:-

1rowaffected How to Reset the Joomla Super Admin Password

If you don’t then you will need to look through the list of users. You may find that a security measure (whether human or machine) has renamed the usertype to ‘deprecated’ or other setting to block its use. Edit this back to Super Administrator and rerun the above steps.

Aug 212011
 

This is a note to self.  When you see Warning: Invalid argument supplied for foreach() in /home/yourdom/public_html/libraries/joomla/database/database/mysqli.php on line 391 it means the host has run out of disk space on the tmp folder used for sessions and other temporary files.  Specifically Joomla is trying to create a temporary table and it appears it gets as far as creating the pointer and php/mysql errors at the point of reading the data rather than at the point of adding data to the table.

So if you are not me and you have this error then the solution is to ask your host to clear out the /tmp folder and increase the amount of disk space allocated to it so it doesn’t happen again.

Aug 182011
 

Oliver Rackham mentions Bradfield Woods in his excellent book “The Illustrated History of the Countryside” he says “These woods were owned by the great Abbey of Bury St Edmunds. They are well documented back to 1252, and would still be instantly recognised by Abbot Symon of that year.” So I decided to take a look at the scenery enjoyed by the folk of Bradfield 760 years ago.

An 8 mile walk starting from the Bradfield Woods car park to Thorpe Green at the southerly point halfway. Along the way I met the land owner who took the time to tell me some of the history of his land, both the farm the path was on and another nearby farm on which he grew up on. He spoke of a B17 that crashed through a hedge and lost a wing tip when it side swiped a huge Elm tree yet remarkably made it back safely to the airfield. As a lad he remembered German prisoners of war working on the farm and evacuees from the threat of blitz in London. He also remembers seeing doodle-bugs, one crashed on a neighboring farm and didn’t explode giving American and British scientists a chance to investigate the technology.

At the end of this post you can download a copy of the Route Card and map I used on this walk. Also if you use a Garmin GPS you will have a copy of their excellent Mapsource tool which is used together with a template I have created for MS Word to generate your own route cards.

Distance: 8.6 Miles
Elevation Range: 260 to 320 feet
Difficulty: Easy
Weather Check: BBC Weather Bury St Edmunds, Suffolk.
Map: Click here and once loaded select “Leisure” map
Route Card: Bradfield Woods, Bradfield St Clare, A Circular Walk Near Bury St Edmunds
Download the Bradfield Woods, Bradfield St Clare, A Circular Walk Near Bury St Edmunds

Aug 152011
 

Just over seven miles this walk starts at a fairy-tale castle ruin set in beautiful moated grounds.  Old trees that take me back to my childhood, not the kind forced to grow in neat rows found in most of Britain’s forests today. Weeting was not a real castle. Built by Hugh de Plais in 1180 as a country residence for the de Plais family.  The Moat added in the mid 13th century to show the wealth and power of the de Plais family and not defences.

SDC10032a 1024x768 Circular walk from Weeting Castle to Grimes Graves, Thetford, Norfolk

Before the path to Weeting Castle is Weeting St Mary Church. Inside is well-kept and welcoming with a history that dates back to 1309. Used as a labour camp for unemployed men on their return from the Great War. Trained as farmers many of them emigrated to places as far away as Australia to help with labour shortages and export much-needed skills.

Packed with interesting sightings, a naturalist would have enjoyed this walk. As an unenlightened I can only speak in broad terms so apologies for the lack of detail. I believe I saw two different kinds of deer. One small and more red than brown, another larger with a light shade of brown. I saw a grass snake, about 4 feet in length and quite bulky girth, perhaps it had recently eaten! I checked the BBC website to make sure I had not been deceived by its length and discovered they can grow to over 6 feet in the UK.

A variety of trees edging paths and roads but sadly the uniform trees-in-a-row often the dominating feature of ‘plantations’. I know we depend on the product of trees for much-needed wood and paper but when described as a forest I hope for something left to nature and not the cookie-cutter nature of human intervention. I found some huge young wood and field mushrooms.

Distance: 7.4 Miles
Elevation Range: 28 to 110 feet
Difficulty: Easy
Weather Check: BBC Weather Thetford, Norfolk.
Map: Click here and once loaded select “Leisure” map
Route Card: Circular walk from Weeting Castle to Grimes Graves, Thetford, Norfolk
Download the Walkers Route Card Template for Word 2010

Aug 122011
 

2539014 blog An Open Letter to David Cameron’s ParentsWhat is it about the condemnation of the riots that is just plan wrong? Until I read Nathaniel Tapley’s blog post An Open Letter to David Cameron’s Parents I hadn’t given it much thought but there was that nagging feeling it wasn’t straight forward.

Justly condemn the riots an rioters but consider the cause, could you have played a part?  Are you responsible for supporting politicians whose hypocrisy appears to know no limit?

The damage caused by politicians outweighs the damages of recent riots and yet the venom for condemnation of our politicians fizzles out after a few weeks of finger-wagging.

We allow dangerous thieves dedicated to finding new ways to control and extract cash from our effort to feather their nests at our expense.  They lie and cheat (see Tapley’s post), they abuse power and are accountable to no one.  They believe in their own entitlement, moral rectitude and superiority (as one commenter states).

They say power corrupts, and evidently it does, we have seen good politicians turn to bad.  It’s time to limit their time in office, it’s time to wrap them in red tape for a change.

Next time we are told a new tax is to “save the environment” lets ask them to prove it.  Lets force them to demonstrate how much they believe in their own nonsense by making them accountable for it.  All they have to do is pay the money back if the promise fails.