Customer Service Above & Beyond

Because I feel like this sort of thing ought to be noticed & celebrated, here (in probably descending order of interest to anyone other than me) are some companies who have recently gone above and beyond my expectations for customer service:

Over the weekend, Gamers Gate had a game expansion at 50% off, and I submitted a question to make sure it was compatible with the physical-disk version of the full game (the same product at Steam, for example, only works with Steam's download edition). By the time they answered, the sale had ended, but they let me buy it at the sale price anyway, despite the fact that it was arguably my own fault for not submitting the question until Saturday.

A while back I tried to subscribe to Better Software Magazine, but apparently the online order never went through. It took several attempts to contact the subscription department to check on it (I think the subscription coordinator may have been on vacation at one point), and by way of apology, they gave me a free 2-year subscription.

And PhilC kindly emailed me an updated data file pack for his Poser clothing converter, which I had purchased through an old online store that has since switched to a different system, because of which I don't think I had any way to actually prove to him that I had actually purchased the pack (unless he keeps his own records). I was actually prepared to re-purchase direct from him, and had just asked if the updates were significant enough to justify that.

So bravo, guys. For showing an interest in actually making your customers happy, this one thought he owed it to you to highlight that fact publicly.

Thought for the Day

It seems to me that, to be consistent, anyone who is a socialist ought also to be a creationist, and anyone who is a creationist ought also to be a socialist. Because deep down, both socialism and creationism (or "intelligent design", at least) are based on the same rejection of the concept of emergent phenomena, the same refusal to accept the idea that order can arise spontaneously from the interactions in unplanned complex systems. And yet, I generally get the impression that in the Venn diagram of socialism and creationism, the overlap is quite small.

Customer Satisfaction

So, like an idiot, a couple of weeks ago I went into my local GameStop and put in a preorder deposit on Dragon Age: Origins. At the time, no one bothered to ask whether I wanted the regular version or the Collector's Edition. When I went to pick it up, naturally all they had was the regular version, because only enough to cover the preorders were shipped to the store. As far as I can tell, this was also true of the regular version, since there were none out on the shelves.

And yet, somehow, the Best Buy not 200 yards down the street managed to have plenty of both versions on the shelf, available for anyone to just walk in off the street and purchase. So I did, and got my preorder deposit back from GameStop. Neither the poor clerk, nor the store manager standing next to him, even bothered to ask if there was anything they could do that would let me leave the store satisfied (not that there was, at that point).

Now, there are plenty of places to buy video games. Why in the world would I even want to set foot in GameStop ever again, when they clearly (A) aren't interested in selling new releases to walk-in customers; and (B) don't much seem to care about customer satisfaction in general? What does GameStop offer that I can't get anywhere else, with none of the aggravation? What kind of business strategy is this?

Financial Reporters as Faith Healers

In Penn & Teller's book How To Play With Your Food, they have a great bit about "alternative (i.e., quack) medicine (homeopathy, acupuncture, etc.):

Every malady does one of three things if left untreated:

1. It gets better.
2. It stays the same.
3. It gets worse.

After trying any bogus treatment, one of three things will happen.

1. It'll get better.
2. It'll stay the same.
3. It'll get worse.

As long as you have a spiel for each of these three eventualities, you can be a healer that some people will believe in:

1. "See I told you."
2. "We arrested it."
3. "I guess we need more of it."

Because everyone wants hope and it's easy to explain any course an affliction may take, there are many many cures that people believe in.

The financial reporting around the recent $700 billion bailout reminds me of this. Back before the first vote, the stock market went up a bit, and CNN.com reported that this was because of anticipation of a bailout being passed. Then the House rejected it, the stock market went down, and CNN.com said it was because the bailout didn't pass. Then the market went back up again, so CNN.com said it was because in anticipation of the Senate passing the bill. Then the Senate passed the bailout, and the stock market went back down, so CNN.com said it was because of fears the bailout wouldn't pass the House again. Then the House passed the bailout, but the stock market still went down, so Friday and today CNN.com says it went down despite the bailout.

No matter what the market does, they are apparently incapable of interpreting it in any way that fails to support Bailout = Good.

Over the next few weeks/months/years, I expect to see any/all of the following reported, depending on what the market actually does:

1. "See, the bailout worked!"
2. "See, the bailout stopped the market's downward plunge!"
3. "Alas, the bailout didn't go far enough."

And also:

Things I Learned From Watching Turistas

Having drugged eight people in order to kill them and harvest their organs, the best way to transport them to your "operating room" is to tie two of them up and carry them, but leave the other six alone to awaken on the beach, and blindly hope that they will then wander randomly into your lone accomplice in a village some miles away, who will trick them into following him to his "uncle's house" in the middle of the jungle.

When you are killing someone in order to harvest their organs, it is still necessary to swab down the surgical site with iodine beforehand, to prevent infection. Surgical mask and gloves, however, are optional.

Brazil's medical system, though short on transplantable organs, has access to the most powerful local anesthetic known to science, which allows a person to remain conscious, semi-lucid, yet in no apparent pain while their abdomen is opened up and their liver and kidneys removed.

Traveling from somewhere along the coast of Rio de Janeiro to a city with organ transplant facilities takes more than six hours by helicopter.

Tiny pockets of air trapped in underwater caves are perfectly breathable and have plenty of oxygen for up to five people at a time.

Bunch Of Commies

For work, I'm reading the study materials for INS 21 - Property and Liability Insurance Principles. Here is an actual question from the study guide:

Social Security is a federal government program that (among other benefits) provides a base-level income to beneficiaries who reach the age at which they can collect benefits. Justify the need for this program to be administered by the federal government.

Obviously, my personal, honest answer would be, "I cannot justify it, because I do not believe that such a need actually exists," but I don't think that's the answer they're looking for.

This is just one example of a trend I have noticed in the study materials: Wherever there is any discussion of federal or state regulations or insurance programs, the authors automatically and silently assume that such things are (A) desirable and/or necessary, and (B) cannot possibly exist except through government action.

Told Ya!

Over at the Ludwig von Mises Institute's web site, Paul Cantor echoes my own brief comments about the film, in much more detail, in "Flying Solo: The Aviator and Libertarian Philosophy"

Austrian-School Idol

Every year, American Idol has a couple of predictable "controversies", which people somehow manage to be surprised by, even though the same ones happen, as I said, every year. One of them is the mid-season or so ouster of one of the expected favorites (e.g., Jennifer Hudson), which we haven't quite reached yet in the current season. Another is the relatively untalented contestant who ends up lasting much longer than he/she deserves. This season, that is the infamous Sanjaya Malakar.

It occurs to me that this predictable pattern illustrates an argument, first proposed by Austrian economist Ludwig von Mises, that socialism cannot work even in principle. The argument is known as the "calculation problem", and what it says is that in a socialist system, capital goods have no prices (since all transfers of such are simply internal transfers within the government-owned system of producers), and that in the absence of the information conveyed by price signals, it is impossible to rationally calculate the most efficient use of those capital goods. To oversimplify a bit: Without prices, one cannot know what goods really are the most in demand.

This is the problem with American Idol: Voting for contestants is virtually costless (there is only the negligible cost of time spent dialing the phone). It therefore conveys no real information about the preferences of consumers. If you really wanted to know which singer people preferred, what you should do is sell singles/mp3s of each contestant's performance every week, and kick off whoever sells the fewest copies of their song. Free votes are not (necessarily) going to translate into actual sales, once money enters the equation. Without a price, those votes tell us nothing about the actual demand for recordings of one singer versus another.

Extrapolating the implications of this line of reasoning as it applies to votes in a political democracy is left as an exercise for the reader. :-)