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Apple Tech Support Satisfaction Plummets
August 11, 2011 by admin
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Apple customers are increasingly unhappy with the company’s technical support, which could affect the firm’s bottom line in the future, a researcher said today.
Although Apple continues to outperform rival computer makers Hewlett-Packard and Dell in overall customer satisfaction with technical support, in several areas Apple’s slippage over the last year is alarming, said Peter Leppik, CEO of Vocalabs, a Minneapolis-based company that surveys consumers after they’ve contacted customer or technical support.
“Apple is still definitely ahead of its competition, but what we are highlighting are deeper metrics that are showing negative trends,” said Leppik. “Customers are upset with the automated part of support calls to Apple, and that might be trickling into higher metrics.”
Those higher metrics Leppik referenced include the likelihood customers will return for another purchase in the future, or continue to recommend Apple products to friends and family.
In the past 12 months, consumers who said they were “very satisfied” with Apple’s technical support dropped 15 percentage points, from 73% at the mid-point of 2010 to 58% halfway through 2011, said Leppik.
The primary cause of the tumble was a turnabout in customers’ opinion of the automated section of their calls to Apple. In the last year, the percentage of those who said they were very satisfied with the quality of Apple’s automation fell 13 points to 24%. That’s a new low for Apple in Vocalabs surveys, and a whopping 28 points off the peak of 52% a year-and-a-half ago.
HP Exec Claims Evidence Was Falsified
HP has been accused of producing “false and fabricated” evidence against a former sales executive who the firm claims stole confidential information.
Adrian Jones, who was a sales executive at HP, left the firm to join Oracle in February 2011. HP claims that Jones nabbed a load of confidential information between 10 and 11 February using a removable hard drive. Jones told the court that the hard drive was used by HP for backup and was never in his possession, saying that HP and its outside counsel have confirmed these facts.
Jones’ current employer Oracle said that the accusations leveled at its employee are simply not true, with Deborah Hellinger, a spokeswoman for Oracle telling Bloomberg, “The central allegation in HP’s employment lawsuit against Adrian Jones has turned out to be complete fiction…. If they did it knowingly then HP and their lawyers should be sanctioned. If they did it mistakenly then they simply owe Mr Jones an apology.”
HP is said to have probed Jones’ relationship with a female subordinate, for whom Jones allegedly arranged a 94 per cent pay rise and expensed travel that had no business purpose.
Jones’ case mirrors that of former HP CEO Mark Hurd who left the company after similar expense discrepances were brought to light. Hurd, a close friend of Oracle CEO Larry Ellison, then joined Oracle as co-president within weeks of leaving his post at HP.
HP and Oracle have been going at it hammer and tongs in a largely public row over Oracle’s decision to dump support for Intel’s Itanium architecture. The two companies are in various other legal battles as well, with HP claiming that Oracle had gone from being a partner to a “bitter antagonist”. We assume the next lawsuit will claim that Oracle stole HP’s lunch money and beat it up behind the bike shed, or perhaps the other way around.
EMC’s Data Breach Cost $66 Million
Between April and June 2011, EMC spent $66 million handling the fallout from a March cyber attack against its systems, which resulted in the compromise of information relating to the SecurID two-factor authentication sold by EMC’s security division, RSA.
That clean-up figure was disclosed last week during an EMC earnings call, by David Goulden, the company’s chief financial officer. It doesn’t include post-breach expenses from the first quarter, when EMC began investigating the attack, hardening its systems, and working with customers to prevent their being exploited as a result of the attacks.
In spite of the breach, EMC reported strong second-quarter financial results, earning consolidated revenue of $4.85 billion, which is an increase of 20% compared with the same period one year ago. Meanwhile, second-quarter GAAP net income increased by 28% from the same period last year, to reach $546 million. The company saw large growth in its information infrastructure and virtual infrastructure products and services, including quarterly revenue increases of 19% for its information storage group.
Those results led executives to increase their financial outlook for 2011 and predict consolidated revenue in excess of $19.8 billion, which would be a 16% increase from EMC’s 2010 revenues of $17 billion.
Alibaba Debuts Smartphone Running Its Cloud OS
August 3, 2011 by admin
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Alibaba Group unveiled its first self-developed mobile operating system and smartphone on Thursday in a bid to capture a slice of China’s burgeoning mobile Internet market.
The cloud computing-based operating system, Aliyun, will run the K-Touch Cloud Smartphone, to be launched at the end of July in 10 colors, said Wang Jian, president of Alibaba Cloud Computing, a unit of Alibaba Group.
A tablet PC running the Aliyun OS, which is based on a customized Android system, will also be launched in China by the end of the year, Wang told reporters after a presentation in Beijing.
Handset manufacturer Tianyu will manufacture the K-Touch as well as the tablet, Wang said.
“Mobile users want a more open and convenient mobile OS, one that allows them to truly enjoy all that the Internet has to offer, right in the palm of their hand, and the cloud OS, with its use of cloud-based applications, will provide that,” said.
The Aliyun operating system will feature cloud services such as email, Internet search and support for web-based applications. Users will not be required to download or install applications onto their mobile devices, Wang said.
Alibaba Cloud plans to integrate the operating system with other devices including mobile phones with larger screens and tablet computers in the coming months.
Wang said the company was looking to launch tablet computers running Aliyun by the end of the year.
The company is currently in talks with Qualcomm Inc to develop a lower-end chipset optimized to run Aliyun OS in lower-end mobile phones, Wang said. The K-Touch phones use a high-end chipset from Nvidia Corp for crisp display of intricate games.
Google Rewrites Web Pages For Speed
August 2, 2011 by admin
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Google has created a hosted service that analyzes Web pages, rewrites their code to make them perform better and serves them up from Google servers.
To use the Page Speed Service, Web publishers must sign up and point their site’s DNS entry to Google. The service grabs the site’s content, optimizes it for speed and delivers the pages to end users.
Visitors will continue to access a site in the same way as before but could see speed enhancements of 25% to 60%, according to Google.
The service is currently being offered free to a limited number of hand-selected webmasters. Google will announce pricing and other details later. Webmasters can sign up to receive information.
RIM Cuts 11% Of Workforce
July 31, 2011 by admin
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BlackBerry maker Research In Motion Ltd plans to slash approximately 11 percent of its workforce to curb costs as it struggles to compete against Apple Inc and Google Inc.
The announcement of 2,000 job cuts on Monday came a month after the Canadian company acknowledged that it would reduce headcount for the first time in a decade.
One analyst said the job cuts were slightly deeper than expected but were key to RIM’s recovery from a slump triggered by product delays and intense competition from Apple’s iPad and iPhone as well as devices powered by Google’s Android software.
RIM’s U.S.-listed stock, already near multi-year lows, was down as much as 2 percent before the market opened. It was trading down 1.8 percent at $27.40 on the Nasdaq
just before the open.
“This is not totally unexpected. I think the size of (the cuts) is a little bit bigger than what they were intimating before,” said Jefferies & Co analyst Peter Misek. “I think this is obviously realigning the cost structure to a new growth, or sales, reality.”
RIM said one-time charges from the job cuts were not included in its outlook for the second quarter or for the full year, and it would explain the financial impact of the cuts when it reports second quarter results on September 15.
IBM Debuts Fast Storage System
IBM
With an eye toward helping tomorrow’s data intensive organizations, IBM researchers have developed a super-fast storage system capable of scanning in 10 billion files in 43 minutes.
This system easily bested their previous system, demonstrated at Supercomputing 2007, which scanned 1 billion files in three hours.
Key to the increased performance was the use of speedy flash memory to store the metadata that the storage system uses to locate requested information. Traditionally, metadata repositories reside on disk, access to which slows operations.
“If we have that data on very fast storage, then we can do those operations much more quickly,” said Bruce Hillsberg, director of storage systems at IBM Research Almaden, where the cluster was built. “Being able to use solid-state storage for metadata operations really allows us to do some of these management tasks more quickly than we could ever do if it was all on disk.”
IBM foresees that its customers will be grappling with a lot more information in the years to come.
“As customers have to store and process large amounts of data for large periods of time, they will need efficient ways of managing that data,” Hillsberg said.
For the new demonstration, IBM built a cluster of 10 eight-core servers equipped with a total of 6.8 terabytes of solid-state memory. IBM used four 3205 solid-state Storage Systems from Violin Memory. The resulting system was able to read files at a rate of almost 5 GB/s (gigabytes per second).
AMD Ships One Million Llano Processors
It appears that AMD has successfully managed to ship one million Llano chips in the second quarter, which is weeks ahead of the official launch.
AMD released the news during its earnings conference call. Where interim CEO Thomas Seifert said demand for Llano was strong. “We expect Llano ramp to outpace the Brazos ramp,” he noted.
If you look back at AMD’s Brazos launch, they managed to ship around one million units ahead of its scheduled launch, in the fourth quarter of 2010. Conversely, introducing Llano will be a bit more challenging, because AMD is planning to offer many varieties of mobile and desktop SKUs; including affordable dual- and triple-core processors. Therefore, Llano is expected to outpace Brazos very soon. AMD also made mention in their earnings call that total APU shipments for the quarter hit seven million. That said, so 6 million of them were Brazos processors.
It is believed that AMD Llano chip will take 50 percent of their total CPU shipments by the end of the year. In the first quarter of 2012, the Llano is expected to garner over 60 percent of their shipments.
Flaw in Intel’s 320 Series SSD Confirmed
July 22, 2011 by admin
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There had been talk on the Internet in reference to the nasty bug discovered and reported on Intel’s support forums regarding the data loss on its recently released 320-series SSDs and today, Intel has finally and officially confirmed it.
The users have mentioned that under power failures, the drive reverts back to 8MB capacity and thus looses all the data stored on the drive. According to preliminary reports the drive tries to reconnect with the SATA port rather than to go for a proper shutdown.
Data Center Emissions Concerns Citizens
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Some residents of Quincy, Washington, the location of massive data centers operated by Microsoft, Yahoo and others, are growing concerned about pollution from backup diesel generators at the data centers, and on Wednesday they’ll have the chance to discuss the issue.
The Washington State Department of Ecology is conducting a public meeting on Wednesday evening in Quincy for residents to voice their concerns over on an application from Dell for permission to use 28 generators powered by diesel engines.
Quincy, a town of around 6,000 people, will have 141 back-up generators once those belonging to Dell, and others that have been permitted or are in line for permission, are put in place. While the generators are designed to be used only in the rare case of an electricity outage, the data center operators turn them on regularly for testing.
On average, the companies are permitted to turn on each generator for 103 hours per year. If they use that maximum running time, data center generators in Quincy would run for the equivalent of 40 hours per day on average.
The Department of Ecology says diesel emissions, when breathed in, have been known to create or worsen a variety of health problems, including heart disease, asthma and
lung cancer.
Some residents, including former mayor Patty Martin, wonder about the health impact of the diesel emissions on the community. She thinks the generators should use the same types of devices to reduce emissions that are required by other Washington cities such as Olympia and Moses Lake.
Such devices aren’t necessary in Quincy, said Karen Wood, section supervisor for air quality in Eastern Washington for the Department of Ecology. Because Olympia is a much bigger city it already has high diesel emissions from other sources, so a new data center there was required to reduce its emissions, she said.