March 4, 2010 by Dan Siegel.

Upgrading to Windows 7 can be an adventure if any of your hardware or software has any incompatibility. It’s worse, however, if you order a new computer and it arrives unbeknownst to you with a bad/corrupted installation of Windows 7. Mine did. Windows 7 Ultimate began as Windows 7 “the pits.”

So what did I do? I trudged ahead, using repairs, trying to make things work. Nothing helped. Programs didn’t work, and I was at wits end. Yes, I called Dell, and the first tech I spoke to didn’t know anything - and thus began my trek with Dell that has proven unequivocally that the only person in America who works for Dell must be Michael Dell. In this post, you can read how poor Dell’s support has sunk.

No one had any idea what to do, although they all suggested reinstalling because - well, why not? Never was I given a logical explanation. Then, my system crashed (yet again) and the RAID (the hard drives that mirrored each other) stopped working. At this point, I had probably spent 4 to 6 hours on the phone with Dell, to no avail. This time around it was really fun because no one seemed to know how to diagnose or repair the problem. It took 2 hours to speak with someone who knew how. We resolved the issue, but the Registry had become so corrupt that virtually none of my software worked anymore.

So, I decided to reinstall the operating system. I called Dell, got bounced from one technician to another - and all they seemed to want to do was sell me service contracts - even though I had one. After nearly two hours, I spoke with someone who helped me. Of course, he never told me that you can’t reinstall Windows 7 unless every USB accessory is unplugged, so the reinstall failed and we had to do it again. Then it worked.

Now the system works fine, but I spent at least 12 to 16 hours on the phone with Dell. When I called the number they said was for my computer, they said it wasn’t, and it was an adventure in how not to treat a customer.

But that wasn’t all. Before this, I was trying to find out which toner was the proper one for my Dell printer, and the website wasn’t helpful. So I tried online tech support. Not only didn’t the person know, but he admitted that he was handling three chats at once. After an hour, I surrendered and called. What did I learn? The more expensive cartridge was that way because it was refillable (in other words, when it ran out of ink, I could refill it myself), even though every printer manufacturer tells you not to refill the cartridge. The rep - Oscar, I believe - then asked if I wanted to order through him. I declined, saying  I would order online. He cautioned me, and said that if I ordered online my order my get canceled because the website was so busy. I’m not kidding, that’s what he said. I ordered online, and guess what, it arrived.

My final adventure is probably the worst. My CD drive on one of my PCs hasn’t worked for ages, so I called last Friday (February 26th) and the rep took the information and said a technician would be dispatched to replace the part. With my next day onsite service, I expected the repair by the 2nd of March. No. Not on the 3rd either. So today, I called for status. Guess what? Dell’s computers have been having problems and they told me (after getting disconnected - no matter what they say, no one calls you back like they promise) they had no information at all. They wanted me to call back. This was after being bounced around for another 45 minutes.

Eventually, a technician, David, said he would take the information. But I was upset at this point and asked to speak with his supervisor - Marlon. Marlon said he really couldn’t help me, and when I asked again and again for the name of the other rep, he refused to provide it, saying he could only provide his name and the other rep would have to give me his name. I was transferred back to David, who disclosed his name (although not many Indians have David as their name, in my experience).

I was still upset. After all, Dell has wasted probably 2 or 3 days of my time, and that doesn’t count the days lost trying to get my fancy new computer to work right - and then the days spent reinstalling all of my software. I wanted customer service, and was eventually transferred to Sharon, who kept telling me she was in Panama, not India. She said all of the same pap that every rep is taught from the womb in an effort to appease unhappy customers. She assured me that she would have me transferred to a manager, not a rep or a supervisor and would not get off the phone until I spoke with one. Guess what, she passed me off to a rep, who again re-ordered my CD drive. This time, however, he was insistent that, despite my contract, I would have to install the new one myself. Eventually, he spoke with his (unnamed) supervisor, who granted permission to have a technician dispatched to do the replacement.

The story doesn’t end here. No, David promised that because of the computer problem he would call me today at 4 p.m. (my time) to confirm that the order for the replacement CD drive was made. First, he had to ask what time zone I was in because he didn’t know where Pennsylvania was, and said that he couldn’t keep track of all that information. And guess what, it’s 5:37 p.m. and no call. Also, the rep who re-ordered the CD (and wanted me to install it myself) told me I would receive an immediate email confirmation of the service order. It’s more than 6 hours later and it’s not in my inbox, my spam box or my junk email box.

I have purchased many, many computers from Dell, and own 4 Dell printers as well, plus a Dell DJ, and other assorted products. Always I have been pleased with Dell’s customer service and technical support. Not anymore. Clearly, these experiences demonstrate that it’s more important to try to make a buck than to satisfy customers - even ones like me who are repeat customers. My efforts to get some adjustment for my hassles were ignored, almost laughed at by Sharon (the rep from Panama), and the tech support people are trained to immediately tell you they can’t help with that, they’re just tech support - even when they don’t have a clue.

I ask Dell - is this what your company has become? Have things gotten so bad that it’s impossible to speak with an American, and that it’s equally impossible to obtain tech support or customer service without wasting hours and hours and days and days on the phone? Is it so bad that when you do get a person they make up ridiculous stories about orders being canceled from the website?

One of my businesses is technology consulting for lawyers. While I deal mostly with software, my clients ask about hardware. Forever, I recommended Dell. Now, how can I?

Next blog — more customer service stories.

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February 25, 2010 by Dan Siegel.

It’s here - Windows 7 - the latest, greatest operating system from Microsoft. I’ve upgraded all the PCs at home and in my office. Generally, the transition went smoothly, but not completely. First, if you do an inplace upgrade (from Windows XP to Windows 7), you’ll need the Laplink Upgrade Assistant software. In every instance, it worked well - although some programs (including all media type programs) needed to be re-registered. But overall, the transfer went smoothly. On the other hand, I don’t recommend migrating your programs from an old PC to a new one with Windows 7. The reality is that the migration process is fraught with problems, and you should only migrate documents and settings, not programs. In future posts, I’ll talk about specifics of Windows 7, why it’s an advantage for law firms to make the plunge, and how lawyers can be more efficient just by chaning the operating. In short, it’s like putting a newer engine in a car - it’ll run faster and more efficiently.

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February 2, 2010 by Dan Siegel.

Today, my associate, Molly Barker Gilligan, Esquire, and I made our annual pilgrimage to Legal Tech, the mammoth legal technology trade show in New York. What a difference year makes.

Crowds - last year they were relatively sparse, today the aisles were filled with people.

Liveliness - last year the attendees seemed quiet and reluctant to engage the vendors, today, was the opposite.

It’s clearly a sign that, at least for some in the legal industry, the times are changing. What also remains a shock is how many e-discovery vendors there are, and how they can all possibly stay in business, and thrive.

For us, at Integrated Technology Services, LLC, it was an opportunity to meet with our many partners (including Legal Files, Payne (Metadata  Assistant), Time Matters, Sanction, Concordance, and Summation, to name a few), and to discuss the progress of my upcoming book, The Lawyer’s Guide to CaseMap, which is expected to be published this summer by the American Bar Association. Of course, it was great seeing the many support and sales people from LexisNexis CaseSoft.

But mostly, the show is about taking the temperature of legal technology, which clearly is hot and alive. Attendees we spoke with were upbeat about the future and seemed to think the worst is past. We’ll have to see. But certainly, Legal Tech 2010 was a success for Molly and me, and we look forward to the 2011 edition.

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January 12, 2010 by Dan Siegel.

After a roughly nine month hiatus, the  Legal Technology Blog has returned, alive and well. A mix of health issues, a heavy workload, and my campaign for re-election as a Commissioner in Haverford Township (I won re-election by 40 votes), left little time for this blog or my Pennsylvania law blog. But with 2010 here, it’s time for the blogs to return. This blog will continue to comment upon new trends in legal technology, tips to be a more efficient attorney (or support person) and other related topics.

Stay tuned, and thanks for your patience.

Dan Siegel

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March 2, 2009 by Dan Siegel.

A few years ago, I reviewed a book, The No Asshole Rule, for The Philadelphia Lawyer, the Philadelphia Bar Association magazine. Written by Robert Sutton, a Professor of Management Science and Engineering at Stanford University, the premise of the book is that no business should hire, tolerate or perpetuate the employment of “certified assholes,” people who are assholes all the time.

In my review, I wrote (regretfully “tongue in cheek”) that “We are simply blessed that there are no assholes in our legal community and certainly none who fit the moniker of a “certified asshole.” Consequently, Sutton’s premise – that businesses are more productive, more profitable and have a better “atmosphere” when they do not hire, do not retain, and do not promote “certified assholes” – becomes irrelevant. ”

Today, however, brought home just how far my tongue was in my cheek. I circulated my e-newsletter, and sure enough two people opted out (decided they didn’t want to receive the newsletter anymore). And guess what, when I thought of them, I thought of my book review. One is a solo lawyer who didn’t like the idea of paying for my services, so she fabricated stories. For example, she claimed I charged for every phone call when in fact not only didn’t I charge her for phone calls (not once), but I didn’t charge for many other times I assisted her - including once when she cornered me and obtained free training for half an hour at a trade show. The other lawyer hired me for training, I did two sessions and her response was totally positive. She said the sessions were great, never a complaint. Unfortunately, they never paid my bill, and are indignant over the fact that I turned them over to a collection agency. Gee, that I want to get paid is a shock. After all, they claim that they  have “The resources to take on even the largest companies.” It’s easy if you don’t pay your bills.

So, good riddens to each of those subscribers. I should have removed them myself.

If you would like to subscribe to my newsletters, just go to www.techlawyergy.com and fill out the form.

In closing, I must again plug The No Asshole Rule. It is a thoroughly enjoyable quick read that should be on every manager and worker’s mandatory reading list. Although it is unlikely we can ever completely eliminate these venomous vipers from our midst, The No Asshole Rule at least offers hope that more workplaces will adopt the rule and that certified assholes will become extinct. We can only hope.

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March 2, 2009 by Dan Siegel.

For years I have argued that lawyers who read paper transcripts are “wasting” time. I don’t mean they aren’t working. I mean they could be working better faster, with improved results, merely by using transcript/deposition review software. In my case, I haven’t read a paper transcript since 2001 and my staff is forbidden from doing so.

The problem, however, is that many lawyers were leery of putting down the paper. Then, when one of the legal software giants purchased the industry leader, the best software became very expensive, and was sold on a subscription basis that tied you to the company (literally) forever. Plus, much of the competition was not very good. As of today (March 2, 2009), with the release of Lexis Nexis Text Map 5, lawyers can throw away their highlighters, ditch those sticky notes, and get rid of those legal pads filled with notes they can’t understand right after they write them. Text Map 5 is a relatively inexpensive program that will dramatically improve the efficiency of every litigator. I use it on every case in my office and can’t picture being without it. Plus, thanks to a number of program innovations I personally suggested, Text Map 5 is ideally suited to meet the needs of Pennsylvania attorneys, including workers’ compensation practitioners and other litigators. Text Map 5 boasts a host of innovative features that make it comparable (actually better!) than its well-known and far more expensive competition.Text Map was released today, and is simply one of those products every litigator should use. Click here to read a White Paper explaining how I use Text Map, Case Map and other products in my practice. You can also try it for 30 days for free.Are you interested? If so, give me (Dan  Siegel) a call at 610-446-3467 or send me an email at dan@techlawyergy.com. My office sells and supports Text Map, and I am the author of the upcoming book, The Lawyer’s Guide to Case Map, to be published by the American Bar Association. After all, who better to help you learn the product than the person who is writing the book? 

Posted in Integrated Technology Services, Software | Print | 1 Comment »

January 22, 2009 by Dan Siegel.

It’s everywhere - not quite Chicken Man (for those old enough to remember) - but Microsoft Outlook is used, it seems, in virtually every law office — and the 2007 Version is excellent. The small tweaks Microsoft made really helped improve the product overall (even though some actions remain counterintuitive). I recommend clients upgrade to it, especially any clients who are using Outlook 2000 or (yes) earlier versions.

But…

But…

But…

I hate Mircrosoft Outlook 2007. Not the whole product, just the absolutely infuriatingly outrageous Junk E-mail Filter.  Why, you say? If you don’t like it, turn it off. Sorry, Microsoft has decided that even if you don’t want to use the filter, you’re stuck. It’s like saying that the brake on your car never really works. Here’s what Microsoft tells users about the Junk E-mail filter:

No Automatic Filtering   Although this turns off the automatic Junk E-mail Filter, Outlook continues to evaluate messages by using the domain names and e-mail addresses in your Blocked Senders List, and also continues to move messages from blocked senders to the Junk E-mail folder.

That’s right, even if you turn it off, Outlook continues to evaluate message and continues to moves messages to the Junk E-mail folder.

I’ve tried everything to shut this feature off. Nothing works, and every day, I am confronted with more messages that aren’t junk that Microsoft’s “brilliant” programmers have decided is junk. Today, I arrived in my office and e-mail from clients, the Philadelphia Bar Association, and others were instantly deemed”junk.” One supposed fix — clear everything from your the blocked sender and other folders — has only made matters worse. There’s even one website where someone posted a cartoon of Bill Gates rising from the dead as a way of expressing the poster’s “love” of the Junk E-mail filter. There are lots of posts about the filter, and not one can tell you how to stop it.

This is my plea to Microsoft. Perhaps you actually read the blogs. You have a great product in Outlook 2007, but please. Please. Please. If the user doesn’t want Outlook to filter junk e-mail, respect that user’s preference and allow him or her not only to turn off the filter (we can do that), but also to actually allow the filter to turn off. It seems such a simply concept. Just say no.  Unfortunately, the people who programmed this feature believe that they know better. Sorry, this time the user is right.

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January 8, 2009 by Dan Siegel.

The Federal Rules Committee of the Judicial Conference of the United States is considering rule changes that would make it easier for defendants to have summary judgment granted. Plaintiff attorneys have opposed the proposed Rule because it would require the moving party to identify purportedly non-contested facts, and require the non-moving party to demonstrate, by citation to the record, that those facts are contested. This can be a daunting task.

However, this need not be overwhelming. In fact, some federal court judges in Philadelphia have already begun requiring litigants to include a Statement of Uncontested Facts with motions for summary judgment. How do my clients and I handle them? Using the Summary Judgment Wizard in CaseMap. With this tool, part of the CaseMap Suite, it is easy to identify contested and uncontested facts and generate reports that would easily comply with the proposed Rule. And the CaseMap tool is far faster than doing the same work manually.

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December 25, 2008 by Dan Siegel.

It was with sadness that I read the latest issue of PC Magazine. One of the oldest technology magazine, PC Mag had been reinventing itself for some time. From now on, the magazine announced, it will only be available online/electronically, with no more printed issues.

Surprisingly, despite my love of “less paper,” I will miss the paper magazine, and am not an afficianado of electronic-only publications. To the contrary, I like paper publications (and subscribe to dozens). They allow me to read them when and where I want, and to clip articles (and scan them) for future reference. It’s not easy to sit down for lunch in front of a computer screen and read a magazine. My eyes don’t like that method very much.

While the move toward electronic publications is in full swing, and the demise of many newspapers is imminent (or has occurred), the popularity of the Amazon Kindle demonstrates that people still want to “hold” what they’re reading. I love the Kindle for that convenience and rue the fact that I can’t “save” a great book on my bookshelf. But at least I can read it on the El or anywhere else I want — and you won’t be able to do that with future issues of PC Mag.

Perhaps the biggest problem is that the demise of paper publications is becoming a self-fulfilling prophecy. Newspapers regularly eliminate popular features, and use “stock” copy rather than fresh, local material. When they do this, they see their circulation decline, probably as a direct result of the diminished quality of their content. Instead of maintaining the content, they then bemoan the ever-shrinking circulation and make more cuts. It’s a vicious spiral that leads them down the drain.

Let’s hope that magazines and newspapers survive. It’s great that we can read them online, but let’s hope that we never have to.

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July 10, 2008 by Dan Siegel.

Here’s the transcript of my ongoing support problems with eFax:

Welcome to chat.The session has been accepted.{Gary G.} Hello, Daniel. Welcome to j2 Global online support. I am Gary, your Online Live Support Representative. How are you doing today?  {Daniel Siegel} I am very unhappy with eFax.  {Gary G.} How may I assist you?  {Daniel Siegel} I suppose that, in light of your tech support department’s complete inability to assist me, my best option (the only one?) is to cancel my account.  {Gary G.} I am sorry to hear that you wish to cancel. Please provide me your Fax number as well as the PIN for verification.  {Daniel Siegel} 610-471-0570  {Daniel Siegel} I just hung up with your tech support person - Nathan - who suddenly could not hear me when I asked to be elevated to level 2 tech support. Your support is beyond terrible.  {Gary G.} Please provide me with the PIN for verification.  {Daniel Siegel} XXXX  {Gary G.} Thank you for providing your information. Please give me a moment while I go through your records. In the meantime, please type the number corresponding to your reason for cancellation:1) Moving to another provider2) Bought a Fax machine3) Business or role changed4) Short term project completed5) Financial reasons6) Problems with Faxing or Billing7) Dissatisfied with Quality of service Too Costly  {Daniel Siegel} I want to receive a copy of the transcript of this session.And why do your support people all use phony names? I’ve now met Lloyd, Nathan and Patrick from India? 7 - YOUR SERVICE NOW STINKS! AND THE LACK OF TECH SUPPORT IS ABOMINABLE! And no one seems to care.  {Gary G.} I sincerely apologize for the inconvenience caused to you.  {Daniel Siegel} Where are you based?  {Gary G.} May I know the exact issue you are facing so that I may help you with the same?  {Gary G.} We are headquartered at Los Angeles, California.  {Daniel Siegel} I cannot receive faxes from local phone numbers, the same problem I have had since Monday. I spoke with Level 2 support (finally!!!) on Tuesday, but it did not resolve the problem, and no one has responded to my email.  {Daniel Siegel} No, where are YOU located?  {Gary G.} We are headquartered at Los Angeles, California.  {Daniel Siegel} That is not responsive. Thus, I presume you are in India too.  {Gary G.} Daniel, as per our records you have already been charged monthly fee for this month. As you have plenty of days left for your billing cycle to get over, I suggest you to make use of our service atleast for the period you have paid for and make use of our service for sometime more so that you can receive and send any pending faxes that needs to be done and thereafter you can also inform your friends that you are closing the number.  {Gary G.} If however, you still feel that you do not have any use for our services by the end of your current billing cycle, then you can always contact us back anytime.  {Gary G.} If you wish I will also send you a test fax.{Daniel Siegel} I can’t receive LOCAL faxes. Your attempt won’t help.{Daniel Siegel} Hello? 

{Gary G.} Is the sender of your fax a eFax user?

{Daniel Siegel} And I just called back to your tech support, and guess what, his name is Stuart! {Daniel Siegel} Faxes have been sent from my office’s fax, from my home, from another office ten miles away, and from my computer. None goes through, but faxes work from outside the area.  {Gary G.} If your eFax number is working but a certain caller is unable to reach it, this may indicate a problem with the caller’s local or long-distance phone carrier. Ask the caller to try to complete the call using a different phone carrier (for example, a 10-10-xxx long-distance service).  {Gary G.} If the call can be completed over the alternate carrier, the caller’s usual carrier is mostly likely experiencing a problem. We would not be able to troubleshoot the issue from that point, since the phone carrier can only act on trouble reports from its own customers (in this case, your caller). However, we have provided the form letter below for your caller to use in reporting the problem to his/her carrier. With this information, the carrier should be able to solve the problem. 

{Daniel Siegel} I have called the local carrier - Verizon - and they say it is not their problem. I emailed this to tech support yesterday, and no one replied! 

{Daniel Siegel} I have called the local carrier - Verizon - and they say it is not their problem. I emailed this to tech support yesterday, and no one replied! 

{Daniel Siegel} Also, Stuart just informed me that his name didn’t matter. I explained that I thought it was decietful to use a false name. I find this whole process totally distasteful and will place the entire transcript of this “chat” with eFax on my blog as soon as we conclude. 

{Gary G.} If you wish I will send you a test fax. 

{Daniel Siegel} It won’t help. 

{Gary G.} I suggest you to contact our Customer Support over the phone at 1-323-817-3205 (Available 24*7), as they will be able to assist you better with your issue.  {Gary G.} Please do not select any option or extension when you call. Please wait for our Customer Service representative to attend your call. They would be able to assist you further.  {Gary G.} If you wish I will keep your account active. 

{Daniel Siegel} In other words, you’re blowing me off, too. 

Thankfully, I was transferred to Level Two support from India and spoke with someone named Drew, who I believe really was named Drew. He was helpful at least.

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