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New Study Results: PCs rate lower than other CE products

News.com reported today that the the University of Michigan released their latest update to the American Customer Satisfaction Index, which is “a uniform and independent measure of household consumption experience.” According to the News article on ACSI’s study…



“…customers still rate PCs lower than several other consumer product categories, including cars and appliances.


“Even though servicing a car or dishwasher can induce the same kinds of headaches as PC technical support does, car and appliance makers have done a better job of simplifying their products and reducing the amount of maintenance needed to keep their products going, while PC users continue to flood help lines when faced with complicated problems… “


(In some cases, sure. But I’ve had more expensive problems and repairs with a family car recently. And unlike the situation with my car, I was able to self diagnose a recent firewall problem on one PC using on-line and application help in 20 minutes… a feature my car dealer doesn’t offer.)


The ACSI’s latest study results are available on the ACSI web site here.


Apple Computer was in the lead, followed by Dell,  HP brand, Gateway then HP-Compaq. Apple improved over their score last year, and it was reported that Dell’s score rose. The ACSI also rated Google, Yahoo and AOL:



“Google has a strong lead over all other search engines with a score of 81. That was actually down a little bit from last year, but no other search provider made a run at Google during 2006. Google is the most widely used search engine, followed by Yahoo and MSN, according to comScore Networks.”

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Peter Cullen on balancing Internet privacy with safety

Today the Seattle PI Seattle PI Newspaper has an article that includes a few words of wisdon from our own Peter Cullen, our Chief Privacy Strategist. The article provides some insight from a recent lunch in Seattle where people gathered to hear feedback from a few industry execs and luminaries on questions of how we can protect our privacy on the Internet, and the government’s role in protecting privacy.



“The forum was “a great crucible, because too often, the technology industry talks to itself in unfathomable language, policymakers don’t understand the technology, and citizens switch off because to them it’s all just a lot of noise,” said Jerry Fishenden, Microsoft’s national technology officer for the United Kingdom.”


I have the pleasure of working with Peter and his team on issues that affect the satisfaction of our customers and partners, and he is one sharp Canuck. From the article:



“More now than ever before, Internet users face the loss of personal data to wrongdoers, which Microsoft’s Cullen said the company is working to prevent along with government and privacy advocacy groups.


“These are enormous challenges,” he said.”


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TWICE reports Zune for $299 in three colours

In TWICE today, the magazine reports that the first, new Zune players will be available this fall in three colors with an SRP of $299:



“Retailers who have been briefed by Microsoft told TWICE the player will offer Wi-Fi capability, but will require that the portable be connected to a PC for the actual purchase of songs…


“Both retailers said the player would incorporate a 30GB hard drive. One said the unit’s display screen would be larger than Apple’s iPod models. The retailers were pleased with Microsoft’s feature-per-price package.


“One retailer also said that Microsoft plans to continue to support its PlaysForSure licensees, even while it launches its own media Web site and sells its own digital media player, effectively competing with these same licensees.”


On colours, I’m guessing blue, red and black. I’d like to see a silver Zune. (What, no white? ; )


And what about subscription services? Still no official word, but I know that if I can’t access my Rhapsody To Go library, personally I’ll be dissatisfied.


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HD DVD drive for Xbox 360 at DVD Forum

This week in LA, Kevin Collins from MS showed off HD DVD drive for Xbox 360 at the at the DVD Forum. No pictures as of yet, but CNET reported that…



“The device–about the size of a hardback book–played “The Phantom of the Opera” as Collins pulled up a menu bar to display a few of its navigation and interactive features that can be called up on screen while a movie is playing. Collins said Microsoft’s HD DVD drive will be among the least expensive of the HD DVD players, but he declined to disclose the drive’s retail price.”


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Please, it’s not “Googled” but “run a Google search”

Frank Ahrens of The Washington Post writes today (registration required, also picked up in the Seattle Times) that “Google goes the extra mile and provides a helpful list of appropriate and inappropriate uses of its name.”



“In July, The Washington Post and other media outlets noted that “google” had entered Merriam-Webster’s Collegiate Dictionary. It was a landmark for the search engine, going from nonentity to common usage in only eight years.


“One would think a company that existed only in the minds of two college dudes a few years ago would be happy that The Post and other media outlets prominently marked the occasion.


“One would, until one got a letter from Google’s trademark lawyer.


“Google, evidently, took offense to a passage in The Post article: “Google, the word, now takes its place alongside the handful of proper nouns that have moved beyond a particular product to become descriptors of an entire sector — generic trademarks.”


It’s difficult to imagine Google employees on the Mountain View campus saying “I ran a Google search to check out that guy from the party.” (This is an excerpt from the letter from Google’s trademark lawyer, sent to The Washington Post.)


I wonder if Google was as diligent when David Sheff of Playboy met with the founders in 2004 or Lesley Stahl’s interview on CBS’ 60 Minutes in 2005? Perhaps Google should also send a letter to their finance group, as the term is also used without rebuke (as included in the above Sheff article) in their own S-1 Registration Statement. 


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