fonz.net weblog » Rants http://www.fonz.net/blog Live fast, love hard, and dont let anyone else use your comb! Sat, 24 Jul 2010 22:29:53 +0000 en hourly 1 http://wordpress.org/?v=3.0 Walmart burns customers with DRM While on the road to Digital Freedom http://www.fonz.net/blog/archives/2008/09/27/walmart-burns-customers-with-drm-while-on-the-road-to-digital-freedom/ http://www.fonz.net/blog/archives/2008/09/27/walmart-burns-customers-with-drm-while-on-the-road-to-digital-freedom/#comments Sat, 27 Sep 2008 07:48:46 +0000 Ilan Rabinovitch http://www.fonz.net/blog/?p=782 Similar to Amazon, it appears Walmart is transitioning to DRM free music for their online music store.  I applaud them for recognizing the information rights of their customers and removing the impediments to fair use that digital restriction management impose.  However, I am concerned about the way they chose to phase out DRM.

As of October 9th they plan to shutdown their DRM servers and terminate customer service for DRM’d music.   By phasing out their DRM servers it appears users will no longer have access to transfer their songs between devices, unless they burn them to CDs before the shutdown day.  This is a classic example of why DRM (digital restrictions management) is bad news.

Beginning October 9, we will no longer be able to assist with digital rights management issues for protected WMA files purchased from Walmart.com. If you do not back up your files before this date, you will no longer be able to transfer your songs to other computers or access your songs after changing or reinstalling your operating system or in the event of a system crash.

Retiring DRM is a giant leap in the right direction (one that all vendors should take), but its important that they not leave their customers in the lurch.  Would it be that difficult to offer users the opportunity to freely re-download purchased music in a DRM free and  unencumbered format?

This is even more concerning with the PRO IP act passing in the Senate this week, and increasing infringement penalties.  Imagine being sued for copyright infringement because you had to circumvent DRM on music you paid for honestly?  But don’t worry, I am sure the new “IP Czar” will jump into protect you!

Let this be a lesson to us all; reject DRM in all its forms if you plan to use the products you purchase long term.  DRM will never last as long as freedom.

]]> http://www.fonz.net/blog/archives/2008/09/27/walmart-burns-customers-with-drm-while-on-the-road-to-digital-freedom/feed/ 0 Crazy Phone Trees and IVRs http://www.fonz.net/blog/archives/2007/10/21/crazy-phone-trees-and-ivrs/ http://www.fonz.net/blog/archives/2007/10/21/crazy-phone-trees-and-ivrs/#comments Mon, 22 Oct 2007 01:01:20 +0000 Ilan Rabinovitch http://www.fonz.net/blog/archives/2007/10/21/crazy-phone-trees-and-ivrs/ Sometimes I wonder who the geniuses behind the phone trees for customer service are.    Every company I call after hours seems to allow me to spend 5 minutes or more selecting various options in their menu, before finally telling me I’ve reached them “outside of normal business hours” and to try back later.

I wonder how much money all these companies would save on their toll free customer service lines if they weren’t paying for people to have 5 minutes calls while the offices were closed.

To all you crazy IVR developers: Here is an idea,  try telling the customer right up front that they’ve reached customer service outside of normal business hours and then only let them reach the options that are 1) still staffed or 2) automated.   Why waste my time and your money if you don’t have to?

Offenders I’ve run into this weekend include:  AT&T Wireless, Verizon

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