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The crazed musings of an Irish geek

The Trouble With Formula 1

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F1 Logo

Formula 1 has been in the news for all the wrong reasons again this week, as Ferrari face the music for telling Felipe Massa to allow his team-mate Fernando Alonso through to victory at the German Grand Prix last weekend, contravening the rule banning so-called “team orders”. But more than that, the sport has been forced to do some soul-searching on the subject of team orders in general – should they be banned at all, especially since anyone in the know says that team orders still happen up and down the paddock, merely in different guises?

F1 already has credibility issues when it calls itself a sport – many people feel that, since the car is by far the  biggest component  in winning a race, the drivers are little more than overpaid jockeys. In many ways, they have a point: in qualifying this weekend in Hungary, the gap from the fastest qualifying lap to the slowest was just shy of 8 seconds; no more than 2 seconds of that was down to driver skill.

However, to many of us who are fans of the sport, the development race between the teams is as interesting and exciting as the race on the track. This is the side of the sport that is fought by geeks and nerds, people with degrees and PhD’s in science, physics, maths and engineering; and it is every bit as competitive and difficult as the race on the track.

No, I think the primary issue that Formula 1 faces for fans (as does motorsport in general) is conflict of interest. There are two championships running side by side, one for drivers, one for teams. However, there is a massive conflict of interest between the two. There is a big incentive for a driver to help the team in the constructors’ championship – the higher a team finishes, the more it can ask for sponsorship, the more money it has to spend on development, the better a car it has to give its drivers.

Equally, a team has a big interest in the drivers’ championship. Winning a world championship means a big inflow of cash from the driver’s sponsors, making it possible to develop more and hopefully win the championship again the following year.

Formula 1 has always had this issue, but it’s an issue that very few sports share. In individual sports (such as athletics or golf), obviously there is no team with which to have a conflict of interests. For team sports (such as soccer or rugby), there is no individual championship – win as a team, lose as a team, but there is no middle ground. (The only other sport I can think of where team orders do exist is cycling, but given the doping scandals, many probably consider cycling less of a sport than F1.)

As many people have pointed out (perhaps none more relevant than Michael Schumacher, who spoke at length and with great eloquence on the matter after the race), team orders frequently happen at the end of a season, and no one seems to mind. Kimi Raikkonen won his driver’s title in 2007 at the final race in Brazil because his then-team-mate Felipe Massa (again) let him through to win the race and clinch the title by a single point. At the time, despite the same rule on team orders being in place, no one batted an eyelid or thought this was wrong. On the contrary, had Massa kept the lead and allowed Hamilton to win the race by a single point, people would have (rightly) spoken of how selfish a decision it had been.

And this where we come to the crux of the problem. As both a team and an individual sport, F1 must have team orders. There is simply no way that they cannot exist as long as the sport remains structured as it is. (On a personal note, I find the talk of how the teams must find a better way to hide the team orders most insulting of all.) The issue that fans have is when team orders are employed when the driver stands to lose more than the team.

Massa and Alonso

In giving Alonso the race win, Ferrari gained 7 points for their highest ranked driver – less than the points gained from one sixth place finish, with a maximum of 200 points still up for grabs from 8 races. In taking the win from Massa, they robbed him of his first win since 2008, of his first triumph exactly a year to the day since he was almost killed by a piece of high-speed debris and of the rest of his 2010 championship. This last point is a big part of the issue – Felipe now knows that any time that Fernando is behind him, for the rest of the season at least, he will be expected to hand that place to his team-mate.

There are many more factors involved in this case, the fact that it would have been such an emotional victory for Massa not least among them. There is Alonso’s already strong reputation as a bad team-mate – he sold development secrets to Ferrari while at McLaren because he felt the team did not give him enough preference over a rookie Lewis Hamilton; the following year while at Renault, the team ordered rookie driver Nelson Piquet Jr to deliberately crash in order to aid Alonso’s race. There is also Ferrari’s notoriety for driver favouritism in the past – their order to Rubens Barrichello to allow Schumacher through to victory was the catalyst in the introduction of the current team orders ban. All of these things combined lead to a very bitter taste in the mouth.

The worst part for F1 is that there is no easy solution to implement. It is very difficult to draw up a rule that allows or bans team orders based on some sliding scale of perceived fairness, much less police and enforce it. With this in mind, the question must be: where does that leave F1?

Personally, I haven’t the slightest idea.

Dell Hell: Final Update

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Dell Hell

In the words of Hubert J Farnsworth: Good news, everyone!

My computer has arrived, and I’m writing this blog post on it!

What’s more, it arrived before the delivery date!

Last Friday morning I got a call from the delivery guy, and 2 minutes later my computer arrived at my parent’s house. On Sunday morning, my sister’s boyfriend dropped it up to me, and I’m happy to say that all is in order!

Dell XPS

It’s actually a significantly better machine than the one I ordered, so in many ways this worked out pretty well in the end. However, the road to get here has been ridiculously overly long and winding. I really do shudder to think how often this sort of thing happens that you don’t here about. It’s also pretty pathetic that I had to write a blog to make any progress – Dell need to seriously re-examine their processes around this whole area.

I’d just like to finish this saga by saying a big thanks to everyone who came and read this blog, proving once again that public shaming is the customer’s strongest weapon against a faceless corporate entity.

Vive la Révolution!

Dell Hell: Update 7

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Dell Hell

Bit of a monster post, this…

Last weekend, I got a little bit fed up of waiting for Dell to get their hands on a replacement computer for me, so I went online to their main store and configured an XPS 8100 desktop for about €910 – €240 more than what I paid for the machine I never got. On Sunday, I sent Orlagh in Dell the following email:

Hi Orlagh,

I’m afraid that, after two and a half months, I am both unwilling and unable to wait any longer for a system of similar specification to arrive.

I would be prepared to accept the attached system in lieu. I have also saved it to “My Wishlist” online, if that is accessible to you.

Many thanks,
John

On Monday, I got the following reply.

Hi John,

Many thanks for this update – and once again, sincere regrets I was unable to source a hybrid for you.

From my recollection – you used a credit card with your order? This should not have been debited as the original order automatically cancelled at our end? And therefore the below order can be placed? Can I request you check this with your credit card provider ? If there are any difficulties please contact me and I will check it out immediately.

Again, sincere regrets for the inconvenience you incurred.

Regards
Orlagh

Well now. It seems that Orlagh didn’t read my first post, or she’d know that I had been charged. With only the mildest hint of annoyance, I responded thusly:

Hi Orlagh,

Sorry if I wasn’t clear before. My credit card was indeed charged on 28th May (see attached).

I’m prepared to take a straight swap between these machines, but I’m not offering to pay the difference. You can put that down to a combination of compensation for what has been, frankly, appalling customer service; and interest, for charging my credit card more than six weeks ago for a machine I have yet to receive.

I feel I’ve been more than patient on this issue, and I hope it can finally be resolved.

Many thanks,
John

The next day, I got an email from someone new.

Hi John,

I have been asked to step in here to find you an alternative machine due to your previous issues.

I have this unit below as we have not seen any Hybrid units come through at all.

This will be a better spec than the previous but also larger in physical size, you can find more info on these here –

http://www1.euro.dell.com/ie/en/home/Desktops/studio-xps-8100/pd.aspx?refid=studio-xps-8100&s=dhs&cs=iedhs1&ref=dthp

If this suits maybe you could give me your previous order number and a contact number for you and I will get this sorted asap.

I would do a direct rebook of the previous order so you will not incur any additional cost.

Regards,
Tiernan O’Keeffe

This machine is a slightly different, but better, spec to the one I asked for, so I jumped on it. Then, on Thursday – wonder of wonders! – I received a telephone call from Tiernan. A telephone call! From a real live human being! In it, Tiernan confirmed the order with me and said he’d make sure that it actually got dispatched this time. About an hour later, I got my Order Acknowledgement, giving me an estimated delivery date of 26th July.

Then on Friday, I got my Order Confirmation, confirming the same. So far so good – we’d cut about a week off the previous time.

Then, this morning, I checked my Order Status to discover – shock! horror! - my order has dispatched! The fate of my order is no longer in  Dell’s incompetent hands! Hurrah! I may actually get a computer at the end of all this!

So, will the next update be the happy ending you’ve all been waiting for? I bloody well hope so…

Dell Hell: Update 6

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Dell Hell

Bizarro update time.

As I said in my previous post, delivery date number 10 was set for 8th July. Well, naturally, 8th July came and went and no computer, but also, weirdly, no updated delivery date. The Order Status still gives 8th July as the delivery date.

Dell Dispatch Date

Maybe they just got bored of disappointing me and gave up.

Dell Hell: Update 5

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Dell Hell

Another slightly late entry.

On Wednesday 30th June, I got an unsolicited email update from Orlagh in Dell:

Hi John,

Just wanted to reassure you that we are still looking out for a Hybrid.. I have instructed our team to hold one for you , we will revert as soon as we see one available.

Rgds

Orlagh

So, still we play the waiting game, and, in the words of Homer Simpson, the waiting game sucks.

Thursday marked the 2-month mark since I ordered my machine. Somewhere around the same time, my delivery date was adjusted once again, to 8th July. This is delivery date number 10.

Dell Hell: Update 4

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Dell Hell

I’m a little late with this one, but anyway…

On Wednesday morning, having heard nothing since the previous Thursday, I emailed Orlagh in Dell:

Hi Orlagh,

I was wondering if there had been any progress or movement on getting me another system? It’s been nearly a week since your last update.

Many thanks,
John

Shortly afterwards, she responded:

Hi John

Apologies for this. Still hoping to get the hybrid – we don’t get a huge amount back, but I assure you I will get this sorted as soon as one becomes available.

Rgds

Orlagh

So it looks like I’m going to be stuck waiting for a while then. I think I’ll give it another week or two before I demand another machine of equivalent spec. I’m getting pretty sick of waiting. At least now when I email, I get a response.

Also, on Wednesday evening, Dell pushed out the delivery date on the original machine to 2nd July. That is delivery date number 9.

Dell Hell: Update 3

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Dell Hell

No further contact from anyone today, but on an increasingly irrelevant note, my delivery date was pushed out again today to 28th June.

I know that this system isn’t the one I’ll be getting anymore, but it’s almost funny. This is Delivery Date Number 8.

Dell Hell: Update 2

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Dell Hell

I got this email from Orlagh in Dell this morning:

I am so sorry you have received conflicting information – from my understanding there was a technical issue with the system which kept pushing out the delivery date. I think at this stage the best plan is to source another system for you.   Am looking into that now and will keep you updated. I appreciate that this has been delayed already and assure you that its will be a priority.

Regards
Orlagh

Again, progress, of a sort.

My reading on this is that for some reason, the system they sold me doesn’t exist any more. Maybe it was lost, maybe it was damaged, maybe they sold two when they only had one, I don’t know, but they don’t have it any more. That’s ok, as long as they get me a new one, and soon.

The worst part about this is that if I hadn’t done this blog, nothing ever would have happened. Dell would have taken my money, and kept pushing out the delivery date on a phantom system from now until the end of time, and that’s pretty disgraceful. The database I manage in work manages, among other things, stock dispatch, and even we have a system in place to try to catch orders that have somehow fallen through the cracks. I can’t understand how Dell don’t have anyone whose responsibility is monitoring orders that take far beyond the normal time-frames to be processed. Or maybe they do, and this happens so often that they’re inundated. Either way, it’s a pretty poor state of affairs.

More updates as I get them.

Dell Hell: Update

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Dell Hell

So, this morning I got a message on Twitter from the guy who runs the Dell Outlet Store Twitter account, asking me for my email address so he could get someone to follow it up. I responded, and at 2:50pm, I got the following email from a lady named Orlagh, who, according to her signature, is the Europe, Middle East & Africa Online Marketing Manager:

Hi John,

My colleague Stephen Jio highlighted that you had an issue with an order you placed ? Firstly sincere apologies for your inconvenience, if you could pass me some details for example order number ? Or even Internet Receipt number – I will check it out and establish what is happening.

Many Thanks
Orlagh

I replied at 2:55pm, with some brief details, and one minute later, she responded with:

Ok – Thanks for this… I will go and check what the situation is and advise asap.

That’s three pieces of communication within 6 hours, which is as much as I’ve gotten in the 6 weeks preceding that.

I haven’t heard anything since then, but hopefully this is some real progress. I’ll update when I hear more. Thanks to everyone who read or commented on my first post, this page had nearly 40 views within the first 2 hours of being up on a completely new site. It’s this kind of response that makes them have to sit up and listen.

Dell Hell

Unusually for a tech geek, I’ve never really been one to spend huge amounts of money on my own computers.

For five years, my workhorse was a mediocre-at-the-time-of-purchase Dell Inspiron 1100 laptop. Hey, I was a student, and I couldn’t really afford a whole lot more. Admittedly, I upgraded the RAM and augmented it with several external hard drives and and cooling station/USB hub, but by the end of its lifespan, I was really starting to resent the thing.

I replaced the Dell with an Asus Eee 1000 in August 2008 – the one with the 40GB SSD, not the 160GB HDD. Of course, it was only after I bought it that I discovered that it didn’t really have a 40GB SSD; it actually had an 8GB SSD and the memory from an ultra low performance 32GB SD card soldered to the motherboard. It’s served me well enough over the past 2 years, but I find I use the portability aspect of it less and less (especially since I bought my HTC Hero), and it spends the vast majority of its time hooked up to my 24″ monitor, controlled by my wireless keyboard and mouse. Basically, with some small exceptions, I use it as a desktop.

With that in mind, and allowing for its increasingly underwhelming performance, I decided to upgrade. My needs aren’t that great – I don’t play PC games very much (how could I, with my hardware?), I don’t do computationally intensive work on it (most of that is done on my work PC), and the most taxing thing I tend to do these days is a bit of Photoshop or watching a HD video. At a friend’s recommendation, I decided to use the Dell Outlet Store for my purchase. A moderately powerful machine, compact, quiet – these were my main criteria.

Having kept a lookout on the Outlet Store for a week or so, a machine popped up that caught my eye – a Studio Hybrid 140G. It seemed to fit my requirements well enough, and the price was decent, so I decided to pull the trigger and buy it. I received my Order Acknowledgement, and waited impatiently for their system to allow me to start tracking the progress of my order online. This was a Saturday, 1st May, and the Monday was a bank holiday, so I figured I was going to have to wait until the Tuesday for my payment to be confirmed. Tuesday arrived, nothing. Wednesday, nothing. On Thursday evening, when I still hasn’t received any confirmation, I sent an email to customer support, fearing that something had gone wrong with my payment or the like.

Friday morning, and I receive a phone call from Dell saying that they had some problem with their system, and that they had lost my CVV number and needed me to confirm it. I did so, and within an hour or two, I had my confirmation email, promising me delivery the following week on Friday, 14th May. I made plans to go home to my parents house (where my credit card is registered to, and the only place Dell will deliver to) to pick up my new toy, and eagerly awaited the following weekend. Except, on Thursday 13th, I received an email from Dell saying that my delivery date had been pushed back to 24th May. Bummer. I checked the Order Status on the Dell website, and it told me the order was still “In Production”. Oh well, I could wait a few weeks to get it. Then, on 19th May, I received another email saying that my delivery date had been pushed back again to Friday 28th May. Well, it’s a bit annoying, but it doesn’t really have any effect, since I would have had to wait until then to go home to pick it up. I checked out my Order Status online again to see if it would tell me what the hold up was, but to no avail.

The following week, on 20th May, I sent an email to Dell Customer Support, detailing my history of delivery dates, and asked what was causing the delay, and whether any of it was due to issues I could resolve. The next day, I received the following, helpful email in response:

Thank you for contacting Dell Customer Care regarding your order.

I am pleased to inform you that your estimated delivery date is 28 May 2010.
This means we will endeavour to deliver your order on or before this date.

If you require more information or I can assist further in any way, please do not hesitate to reply directly to this email and I will be glad to assist you.

Kind regards,
Dell Customer Care

Amazing. After all that, the guy never read past the subject line of my email, and responded with information I proved to him in the original email. Figuring customer support ot be a waste of time, I decided to just wait, and see if it arrived this time.

As Friday 28th approached, I kept waiting to get the email telling me that my order had been delayed again. I waited and waited. But it never came. Finally, Friday 28th arrived, and no computer. I check online, and discover my delivery date has been changed again, to 3rd June. I checked my spam folder in case it had been lost in there – nothing. Now they’ve even stopped telling me that they’ve delayed my order. The next day, I got ready respond to the customer service email, demanding some information. I checked my order status again, only to find it’s been pushed out again, this time to 10th June. I wrote my email – firm, but not rude, hit send and waited for the response. It never came.

At this point, I was pretty pissed off, so I decided to call in a few favours. A colleague in work used to work for Dell, and knows some pretty connected people in there. I asked him if he could put out his feelers for me, and see what came back. He put me in contact with one of the top business sales guys in the UK. After digging around for about an hour on this, he called me back and told me that as far as he could tell, the system was coming from China, but that nobody he spoke to in the Irish team seemed to have any clue about it. He told me he’d let me know if he found more.

I was away for the June bank holiday weekend, but when I came back on 8th June, I decided to give customer support a call, so I could try and get some immediate feedback. By this time Dell were telling me I’d have my order on 16th June. (That’s my sixth delivery date, btw.) I called customer support, and eventually got put through to India, where the lady promptly transferred me to another department once she saw it was an Outlet Store order. I then explained my story to the girl on the other end of the line, who promised to speak to the sales team and get back to me within 24 hours. I’ve yet to hear back from her.

As 16th June approached, I checked my order status again, to discover Dell had pushed my order back once again, to 22nd June, where it currently stands. Yesterday, I began looking for a way to escalate my issues, using their Unresolved Issues page, only to discover that the support ticket I had previously received isn’t valid, for some reason. This evening, I called Customer Support again, only to be told that the department that looks after Outlet Store issues was closed for the day. “What are their opening hours?”, I asked? “9am – 4.30pm, and closed for lunch from 1-2pm”, I was told.

What?!? 9-4.30, and closed for lunch? How am I supposed to be able to contact them, then? To answer my own question, I don’t think I am supposed to. Dell have utterly screwed me with this one, and since they’ve already got my money, they don’t care. Since it’s an Outlet Store order, I can’t cancel it. (Which, even if I could, I don’t want to do – I want the computer!) I’ve posted on the Outlet Store’s Twitter page, so maybe that will come to something, but I doubt it.

Dell used to be the model of customer service for other large companies to follow. Now, something is clearly broken. No one I’ve spoken to has been even remotely apologetic (except my colleague’s friend, the only one with no responsibility for my order), and no one has made any attempts to resolve my issue.

Maybe this blog post might help, who knows? I’ll let you know more as I do.