Cuil problems - Ok no communication - bring on the "trite" terms

Cuil's launch this week with its set of problems is being well POSTed by the world's high tech ambulance chasers and then some just like me looking how to keep from becoming too stressed.

SO, yes, I have had my chuckle and made my angry POST about copyright issues and now looking for a little fun at their expense - and perhaps a few play on words, too.

But first, more seriously, these folks have a major issue at their hands and that is a shame. It does however, point out Mr. Murphy's Law still applies.

Now, the big question is ? ? ?

How will Cuil's team handle this issue or will their "silence be deafing" like many other failures before them?

Public Relations so called PR experts have been quick to jump on the bandwagon and make all kinds of comments; but no real suggestion other than Cuil's team needs to start communicating. Many people facing much more serious issues have found that a quick and effective communication strategy lessened the fallout and hangover from the initial problem.

Ah ha - here is one suggestion on how to avoid egg on your face.

But in keeping with the theme of our BLOG, whay do we always seem to make life so complex and worrysome?

Cuil's technical problems are just that. A technical problem. No blood is flowing and no human being is being run over as yet we know.

So to use another slang trite expression " chill out" or maybe it should be "Cuil Out" in this case.

Maybe one teams problems can be anothers opportunity.

Bring on - the Tee Shirt vendors with CUIL Out on the front or back ?

Or perhaps it should be simply CUIL or that infamous red circle and a slash around the word Cuil.

Whatever, lets cheer on the underdog Cuil Team and hope their next game will be a winner.
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I especially liked the BLOG summary from the New York Times that presented some clichés quotes from Bull Durham by way of IMDB.com
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Has anyone seem the Resume Doctor stalking the rear entrance door at Cuil's headquarters yet? Perhaps he can find a way to wipe this time off their CV's with some clever wording or just some good ol White Out.

Next there is the conspiracy theory that this Cuil exercise is simply a ploy to get a lot of publicity and then sell themselves for a whole lot of money to Microsoft.

Who really know what is happening inside Cuil's offices. Based on what has transpired so far, perhaps we shall never know for sure and the Cuil experience will slowly go down the drain of other Silicon Valley start ups. I feel a little bad for the water quality of San Francisco bay however.

I just read a BLOG post that quoted one Cuil team member as these are normal startup issues - to be expected.

My response to that is: HOGWASH !

But maybe we should call in the famous Myth Busters to figure it if Cuil is real or just another myth and present it to us on Discovery Channel.

I believe thay also reside somewhere close to Cuil's headquarters. Does ayone have Adam or Jamie's phone number?

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To sum it all, this Reply to another POST I read this week on TechNewsWorld Site says it like it should be!
I came, I saw, I tried, I left!!

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That's all folks !



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Serious problem with how Cuil.com displays images and links

Searching my interests using the new Cuil Search Engine have lead me quickly to a major copyright concern about how my photos, logos and images are being displayed next to my competitor's search result. (see example right)

To make it worse, when you click on my company's logo, the link is to my competitor!

For a live example, click here to search using the new Cuil site for terms "riga latvia visitor information"

http://www.cuil.com/search?q=riga%20latvia%20visitor%20information&pi=11&sl=long

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In addition, many of my company's images are showing up on these search result pages. Some are posted next to my website results and at other times next to someone elses results.

To make it even worse and rub salt in the wound, it is linking my company to a STAG party advertisement. This is a topic our company has been directly and verbably agressive against advertising for our city.

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In my opinion .... its NOT COOL - Cuil ! ---

But Googles' recent release of their new KNOL site has not been much better and Google's lack of response to the problems has been quite unacceptable.

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FEDEX's Silence is Deafening - Fed Ex Customer Service Failure

Federal Express Service Failure - FEDEX's Silence is Deafening

Its now been seven days since we dropped off a small 3 pound package at one of Federal Express' points around San Jose, California on Thursday 3 April 2008.

The package headed for Puerto Rico should have been an easy one for FEDEX.

We also dropped off I believe two other packages at the same time and one of those was also going to Puerto Rico - It was delivered - on 8 April.

There was no scan of the missing package showing on their system; but, there was a scan that the package arrived in the Memphis FEDEX HUB at 2:55 PM on 4 April. Its sister package was scanned on drop-off at 4:08 PM and arrived at the same time in Memphis.

So what do you say, a package is not scanned. Maybe some one missed it, maybe the scanner did not read it. No BIG DEAL perhaps.

The big deal is: that its now been 3 days and FED EX isn't talking. We call the 1-800 number and the agent says SORRY BUT.

Not the people are investigating and have NOT updated the system so I (FEDEX Agent) can not give you any better information.

Again you might say so what just an isolated FED EX System failure. There must be a few of these failures in Federal Express' history of success stories.

That would be true except there have been a statistical run of FED EX system failures with my shipments and invoices this month.

The Silence of FED EX Customer Service staff to simply tell me what is going on is deafening and tell a story loud and clear.

Putting all this together, I am assuming that FEDEX is experiencing some growing or at least operational pains at a time when it should be humming along trying to save money and make up for the increasedfuel costs.

No you say call the competition. Not so fast, neither DHL or UPS can do any better and maybe experience shows perhaps even worse.

The real test will be to see if FED EX will start to communicate and tell really tell what has happened.

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UPDATE 01:05 PM PDT, 11 April 2008

Fed Ex's customer service lady told me by phone this morning (07:15 PDT) that my package was in Memthis and delayed due to weather.

I first ask her how bad was the weather?

Than I asked what day did the package arrive? she replied 4 April.

I then asked what day is it today? she replied 11 April.

Weather, must be rotten!

The rotten is the something else I believe ?

This was the last straw, all of FED EX's SORRIES don't cut it any more. They have proven they don't care about me as a customer.

Oh by the way. a lady somewhere in the FED EX team finally took interest in my package this mid day. She was able to find in in just a few minutes in their lost and found department.

Again the SORRIES started flowed like water over the falls.

But these Sorries are falling on my deaf ears now.

What is the UPS phone number?

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Has Fed Ex Out-sourced Telephone support to Central & South America ?

As many insurance and other large companies in the USA have out-sourced their customer service telephone call centers to India, It appears that FED EX - Federal Express has outsourced theirs to Central and South America.

My personal experience with the India based call centers is that the level of English language skills is quite good with excellent pronunciation.

Not so with my FED EX experience yesterday.

The first call I ask to speak with a USA domestic representative and I got routed to Brazil (I believe). The male voice on the other end of the long phone line was not understandable at all. I asked where he was located and I believe he said San Paulo - but not 100% SURE.

So, I hung up and re-dialed and ask for an International representative. This call was rerouted to Central America. Again a male voice and again a very thick accent; but, this person was somewhat understandable and with FEDEX trademarked dripping lips sweet polite (which I don't like at all) - its so phoney!

He checked some things on my delayed shipment stuck in the Memphis HUB; sent Memphis an urgent message and told me I would receive a call in a few hours by phone. He double checked my phone number.

No phone call was received and its been 25 hours just about.

So much for FEDEX's telephone support.

Yes, my package is still shown last scan received in Memphis?

Has anyone experience with FED EX Customer Support they would like to share?

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Update 10 April 2008, 10:00 CET Riga Latvia
Placed another call to the USAQ 1+800 number and was routed to a call center in Central America. The voice was barely understandable. He told me no news on my stuck package and he said he could do no more to help me. That bothered me and I insisted that he send another message to Memphis. He said he would.

Update 10 April 07:35 PDT Riga Latvia
Still no call from FED EX USA about shipment in Memphis HUB.

I did receive a followup call from my new FEDEX friend located in Sweeden who is assisting me to resolve my issues.

As I told him on the phone just a couple of minutes ago. The fact that we are having this call is exciting. DHL's management refused to provide any level of support when I had serious problems with their service in Europe last year.


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Federal Express - Experiencing a mid life crisis

If you haven't chatted with a Federal Express Customer Service Representative recently, ignore this POST. If you have, I would love to hear your story.

Sugar dripping friendly with their opening line - I am Sorry to hear about....

I am sooooooooo tired of hearing the word SORRY - because if they were truly sorry, they would find a way to improve their service that appears to be slipping as fast as their cost of shipping increases.

And heaven help you if you ship Internationally and have to speak with a USA based International Represenative.

Dummber than a door knob - about other countries and our cultures.

Somwhat like the famous You Tube video that has been around for a year or two



The NEW Fed Ex website is simply awaful as well. And the newer FLASH version is even worse yet. Thank goodness they give you a way to roll back from the FLASH version to the Older less awful but still unfriendly version.

Also anyone notice that package scans not showing up and packages going for long periods like maybe even a day without moving then only to show its delivered. It happening all the time to me these days.

Pretty much 7 out of 10 packages is experienceing some sort of issues.

This week two can't deliver exceptions in Europe - with perfectly good addresses. Perhaps the workforce is overworked? Don't know.

And the final straw that lead to this POST was in the Country of Latvia (yes their USA Reps don't have a clue where Latvia is located)

My Latavian language speaking wife telephoned the local FED EX office to schedule a pickup. She specifically ask them to bring a FED EX Large Box and quantity five (5) weighbill forms.

The driver showed up without anything. No forms at all. He said in English, they told him we had a box and a form.

For some reason, here in Latvia they treat the weighbill forms like GOLD leaf. They will give you one and only one for each shipment and then only when they show up for the shipment.

So you have to write quickly increasing the chance of making a mistake - leading to a future delivery exception - as the driver stands looking angry because they don't want to be at you office in the first place.

So much for the state of small package industry - oh did I mention, DHL is much worse and UPS well I stopped using them a very long time ago.

So we will stick to FED EX for now unless they lose another package for 7 days like they did late last year in Copenhagen airport.

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Update Tuesday, 16:22 PM CET Riga, Latvia
P.S. Sent email to the President of Federal Express this morning about 10 AM. By noon I had received a telephone call from a FED EX manager ready to listen and assist. Impressive response. DHL or the other providers couldn't even come close to this response time. Now the ball is in my court to give him some specifics. Lets see what whey will do.

Update Wednesday, 09 April 2008
Compiled issues and sent three (3) emails to FED EX representative that has appeared in my life after my email to the FED EX President. He acknowledged my emails and told me he forwarded the various issues (invoice problems, delayed shipments, not deliverable addresses that are actuall quite ok - problems with deliveries to Ireland as they have no Postal Codes) to responsible persons. Told me he would personally keep on top of the issues.

Update Thursday 10 April 2008, about 03:00 CET - about 5PM 09 April in California
Checked status of my package stuck in the Memphis HUB to find its still there. Sent email asking for help from my new FEDEX friend.

Update Thursday 10 April 2008, 00:30 PDT
Wrote new BLOG POST about my experience with outsourced FEDEX call call centers not speaking understandable English yesterday.

Update Thursday 10 April 2008, about 09:30 CET, Riga Latvia
I received a call from the FED EX Manager for Baltic countries. We had almost a 45 minute constructive call. Several serious issues were discussed and he promised me help with problems in Latvia. He has also sent me an email with his and local contact nemes and phone numbers. I was impressed.


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Email Communication - ways to avoid frustration

Have you been frustrated with people you have sent email requests to ... not answering your questions and especially, ALL of the questions that you ask.

Maybe there are a few tricks that you might use to... SET UP... your email requests to be answered in a more complete and effective manner?

Perhaps there are some additional tricks that you can do ... to be a better answerer yourself ... to email questions that you have received from others?

Here are some of my thoughts. No priority just as I thought of them. I will come back in a few days and add more and re arrange the order perhaps.


1. Read emails multiple times a day like clockwork.

2. Read emails the first thing in the morning and last thing at night

3. Answer emails as fast as possible with short consise, simple language but complete thoughts

4. If replying to an email, ALWAYS change the SUBJECT of the email to match the topic you are discussing in your email response. It's OK to leave the senders topic as written; but may, be add some additional info at the beginning of the subject line.. maybe even use a dash - RE: original subject

If creating a new email, make the SUBJECT line clear, and match the topic without being too wordy.

5. If sending a new email, make the Subject short clear and informational.

6. Never - REPEAT NEVER, if at all possible (he he he) cover multiple topics in the same email unless it is a friendly hello chat. This allows the receiver to forward and save the message the best way they need to. It also allows the sender to save and followup later.

7. Almost always send yourself a copy of the email or set up a separate email account and send a copy of all emails to this LOG account. This allows you to make sure the email was sent properly and to be able to get a copy if your computer malfunctions.

8. Create a FORMAT for your SUBJECT LINE and your email bodies to make them easier to compose especially if they are repeated types of email.

9. DO AS I SAY.... not as I do ( he he he he) all things in life are easy to say and hard to do.

As always, your comments, reactions, suggestions to make my BLOG entry better? are encouraged and welcomed.

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