Solved: Word Completion on the AT&T Fuze

I recently solved the Word Completion problem I was having on my AT&T Fuze (HTC Diamond).

I received a new phone from AT&T in late December and found that Word Completion was not working, even when selected in Settings>Input. I found that the phone is configured out of the box with Word Completion ‘off’ which I found annoying. The AT&T reps on campus and in Redmond had no idea what was wrong and swapped out my unit for a new phone as they were unable to fix the setting.  Same problem on that one, too.

But thanks to the wonder of Twitter and Live Search, I received an answer, and posting it here if any others are missing this ability, courtesy of

* After confirming that you have the box checked for “Suggest words when entering text” in the Word Completion tab found in Settings>Input.

* Open up a new email or text message.

* Go to the bottom of the screen and change your letter input method to Full QWERTY (using the down arrow next to the “pencil”, “keyboard” , etc. icon).

* In the bottom left hand corner of this Full QWERTY keyboard, just to the right of CAPS/shift button, is a button to toggle between T9 and ABC.

* Click the button and make sure that T9 appears below ABC. Apparently the opposite appears as a default setting.

* Switch back to Block Recognizer, Keyboard or Letter Recognizer and Word Completion should be active for you!, please explain: why doesn’t word completion or auto spell correction work out of the box on my AT&T HTC Diamond?

Tags: Windows Mobile, HTC, blogs, Customer service.


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Being foolish about customer and partner satisfaction at Microsoft

I recalled tonight an old quote: Fortuna favet fatuis.  If you know me, you’ll likely understand my personal, off-hours affinity for such a quote and my penchant for Monty Python humour.

Clip art from Microsoft Office Online But in all seriousness, I’m reminded of a past post in which I noted that fools may find fault with ease. It takes the persistent to note that the customer experience isn’t a commodity, and to course correct when we find fault…

Benjamin Franklin and Dale Carnegie both said that “any fool can criticize, condemn, and complain – and most fools do.” But if you listen to the criticism and respond to it — take the criticism and do something positive with it — then you can course correct and improve the customer experience.

So, what the heck does this have to do with anything?

These days, I hear many people at the office talking about how they’re working to keep Customer and Partner Experience (CPE) a top priority, especially important now more than ever.  That’s a positive.  Steve Ballmer said previously that Microsoft has more work to do to please our customers and partners, noting that “we’ve only begun to tap the real potential of computers to help you communicate, find answers, solve problems and be more productive.”

When you’re thinking about new products and services, one of the pieces of advice I offer is to think about course correcting wherever needed and whenever you should. Question the wisdom of others when it’s particularly foolish. Thinking for a moment of the Motley Fool’s description for where they came up with the namesake…

“The Motley Fool’s name comes directly from the beginning of Act II, scene vii of Shakespeare’s As You Like It. In the days when Shakespeare was writing about kings, Fools were the merry fellows paid to entertain the king and queen, using self-effacing humor that instructed as it amused. In fact, Fools were the only members of their societies who could tell the truth to the king or queen without having their heads rather abruptly removed from their shoulders.

“In Fooldom, readers like you are the royalty.”

Taking the Motley Fool’s advice to heart, your customers and partners are the royalty, and it’s your job to do our best to find answers, solve problems, tell the truth, and don’t settle for anything less than what your customers and partners deserve. And…

“… use whatever you may learn for good rather than evil, and that you pass your Foolishness on to others who may need help. If a fellow Fool is stumped by a question you know you can answer, we hope you’ll consider lending them a hand.”

If you think that something doesn’t make sense from their perspective, fix it.

Be foolish. (But respectful, of course. 😉

Tags: articles, what I read, blogs, Customer service.


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My life as a customer: this week, it’s about cable television… and more than the 2009 DTV move

Customer satisfaction clip art from Microsoft Office OnlineMy life as a customer. This week, it’s cable television and the proposed digital television transition… not be confused with that other digital TV transition… as Tweeted today.

If you read my post about my email and Tweet exchanges with Comcast, you’ll recall that I wrote to register my complaint of having to add another set top box to my "already-ready-for-digital-TV" TVs: I have televisions that include a digital tuner, and capable of receiving the free to air digital channels, which Comcast rebroadcasts on their channel map.

Given the time to explain the situation and the less-than-basic response I received from the first tier email support folks (I appreciate the effort!), I sent an email last week to Steve Kipp.  He’s the regional VP for Communications at Comcast in the Seattle region.    

I sent Mr. Kipp a copy of my brief email exchange with Comcast’s customer service representative, with my request for more information about the status and availability of digital channels available in the clear (clearQAM).  In part, here’s what I received from Comcast:

In order to keep up with the demand for more HD channels, more programming options, and faster internet speeds, we must move out the analog signals. For every one analog channel, you can fit up to 10 standard digital definition channels or up to 3 HD channels. I apologize that you don’t think our efforts to assist customers through the digital migration is not enough.

Yep, I get that.  But they didn’t seem to understand my frustration or answer my question.

For our home, I’m happy to have Comcast phase out the analog and move the entire 1-99 channel map to digital, provided these channels that are currently provided in the clear are not encrypted (meaning, that Comcast customers need a set top box to decrypt the channels).

We have TVs at home with digital tuners that work just fine pulling in the few digital HD channels I get today from Comcast, and the remainder of the channels from 2 (local news) to 99 (which happens to be the CBC, thank you very much). Most of the channels we seem to enjoy most seem to be above Channel 29 including CNN, CNBC and various kid-friendly programming. Which means the capabilities in our new digital ready TVs will be redundant and – even worse – marginalize: it’s expected that the inexpensive boxes that Comcast intends to provide "for free" won’t provide the clarity or experience customers get today from digital HD provided via the cable connection today.

Back to my email to Mr. Kipp.

In my mail, I asked him just which channels will be available with a television equipped with a QAM tuner once Comcast pulls the switch to move more of the local channel map from analogue to digital. I explained that I hadn’t heard from anyone following my last email, I sent my email directly to him to register my dissatisfaction with the planned digital change on Comcast’s network…

I understand that Comcast intends to offer two STBs per HH for free which will no doubt be a cost to your company. In order to avoid some of this capex cost, it stands that you could offer the current analog channel map broadcast in the clear to your customers with digital and HD ready equipment capable of receiving clearQAM channels. It seems that this approach would allow Comcast to eventually migrate to an all-digital format, encouraged as more and more customers purchase new TVs and home AV equipment capable of viewing clearQAM. This would also highlight the benefits of an advanced STB, offering VOD, HD and DVR beyond the basic digital TV’s tuner. In fact, I would be inclined to add a new advanced STB on our main HD TV while allowing digital clearQAM channels on other TVs in our HH.

My objection is that contrary to Comcast’s advertising at the end of last calendar year, it seems that I will have to change our set up on our televisions at home and add simple STBs in order to view channels above channel 30. Surely, you can understand a customer’s frustration over this need to add a STB to nearly every TV in the home, and why instead I’m looking at ways to eliminate the need for such a STB and move (regress?) to an attic-mounted antenna distributing OTA ATSC to the digital-ready TVs in our home.

That was sent on January 26.

Yesterday, I received a letter dated the same day (Jan.26), noting that…

The Executive Customer Care Department for Comcast in the Seattle Market has received your blog regarding the analog migration. I have left messages to attempt to answer your questions. Due to no response received from you, Comcast will consider this matter resolved.

Hmmm. I received one phone message – which I really did appreciate – and attempted to call them back the following day (I left a message, as it seems they’re busy). But I find it interesting that in response to my original email, I received a letter and one phone message (again, truly appreciated)… but no email response.  And it appears that they waited less than a day before considering the matter resolved. Email much?

You might ask, why would I bother to escalate this?

In the Windows group at Microsoft, I often receive emails directly from customers or partners with questions or issues that haven’t been resolved.  Sometimes the emails or letters come to me via other managers and execs at the company, asking to route to the appropriate group for a response. You’d be surprised at the number and breadth of mail we receive from people, and we do our best to respond to these mails across the board. 

Building on that concept, I decided to escalate when it appeared that my emails to the general customer service inbox at Comcast had stalled.  I sent my emails as a customer of a service provider, unhappy with the proposed migration headache this move will likely cause in our home. 

I’ll let you know how this turns out.  I expect that unless a customer advocacy organization or some oversight committee steps in, we’ll be adding new, cheap set top boxes to all the TVs in our home once Comcast encrypts the channels we view today without a set top box.

Tags: Comcast, television, DVR, FCC, policy.

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My life as a customer: sending off our Microsoft Zune for warranty repairs today

As noted My life as a customer: this time, I’m repairing a Microsoft Zune.  To be specific, an 8GB model that my son relies upon for his daily dose of everything from Disney pop to grunge to classic rock (he’s all atwitter about the rock opera Tommy).

Well, UPS dropped off the return shipping package yesterday to send my son’s Zune in for repairs. 

That’s a week turn around to get a shipping box – nicely pre-labeled and ready to go.  It took me longer to find the original receipt (have to include a copy) than it was to pack the unit up for shipment to Texas.  (The process is similar to what I encountered for my first Xbox 360 sent in with a RROD and the second one with a RROD and a video failure. We’ll see if the turn around is as fast.)

And so, we say goodbye and safe package insured travels to our little device, on Day 8 of our wait.

Tags: Microsoft, Zune.

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My life as a customer: this time, I’m repairing a Microsoft Zune

When we discuss customer and partner satisfaction at the office, I often tell people to remember one thing: never forget what it is like to be a customer.

Well, this week (as I posted previously when I’m returned an Xbox 360 for repair, on a Friday the 13th no less) I am just another Zune customer calling for service.  So again, I thought it would be helpful to share my experience on how to handle the situations should it happen to you.

My son’s small flash Zune developed some problems with the audio/video jack, so we decided to contact Zune for warranty service (he has an 8GB Zune that he purchased last year). After initially visiting and registering the device online, I called the automated phone support line for technical issues at 1-877-GET-ZUNE (1-877-438-9863). (TTY (hearing impaired): 1-800-801-1189.)

After noting that I was having a mechanical issue, I was able to Osubmit a request for a repair online.  That was Monday.

So, we await the arrival of the RMA envelope/package by which we will whisk away our Zune to be repaired.  Watch this space for updates.

In a past post on how to reach the Xbox service centre, I included a link to a helpful reference page for contacting live people via phone via the IVR Cheat Sheet for Businesses – it provides a guide for getting through to a live person on the phone quickly and with little hassle.  (See this post for more details.)

Tags: Microsoft, Zune.

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