For use: September 2001

 Diversions  "When Worlds Collide"

by Michael Finley
Computer User Columnist

I live in two journalistic realms, each dealing with the future. In one I write about management theory, and in the other I write about technology, as I do here. Sometimes these worlds crash into each other.

For instance, high-level management gurus describe a world in which "stuff" is commoditized, all the same. If you’re buying  a minivan it doesn’t much matter which model you get, because everyone in the auto industry knows how to make cars now, and quality and price are pretty much assured by an informed marketplace and competitive companies.

And I'm listening, and I'm cheering. That's right: the knowledge economy guarantees most products will be pretty good. If they’re bad, they won't sell.

Except that, from a technology standpoint, I know that's goofy. Windows and Mac and Linux and UNIX systems are similar, sure, but they sure aren't the same, and they are not equally loved, by a long shot.

You may like to think the Age of Terrible Software is somewhere back there in our rear view mirrors. But experience tells us that this is not so.

For instance: I like playing with my CD burner, and I like thinking that it doesn’t much matter which deck I use -- Sony, Phillips, Iomega, HP -- all good, right? But woe unto you if you choose the wrong software to use with these drives.

I have been reasonably happy with the version of Adaptec Easy CD Creator 3 that came bundled with my Sony drive. It does the basic things, and it does them right. But I've had it nearly two years ago, and I see displays at the computer stores for the program's latest version, Easy CD Creator 5 (now marketed by Roxio).

What would happen if I, having confidence in commodity-quality software, sprang $100and bought the new version?

The beautiful thing is, you can go to online retail outlets like Amazon and see just what paying customers think about a product. Here for your edification, are the comments of just a few Easy CD Creator 5 customers:

• "This was my worst ever software purchase. It simply didn't work on my Windows 2000 setup and caused serious problems which I'm still struggling to rectify. I spent an hour on long distance waiting for tech support from Roxio, who never answered."
• "This software does not record on the fly. It is not even a beta software. A great many bugs. DO NOT BUY THAT PRODUCT! You'll be sorry if you do ;-("
• "This program trashed my registry, and would not run at all. I've tried all updates and recommendations on the Roxio site, and have had no luck."
• "This product is better than a virus for trashing your system. Unless you like testing software, don't buy this product (and don't let anyone give it to you for free)."
• " It appears that I am now the proud owner of a $70+, shiny, small frisbee. DO NOT PURCHASE THIS PRODUCT."
• "Bloated, poorly tested software with clunky user interface. ECDC5 was disappointing enough that after one day I uninstalled it and returned to my retailer who was good enough to give me a refund for this turkey."
• "Don't even go there. Roxio/Adaptec really created a lemon with this package. It was a sour experience for me!"
• This is the biggest con since King Kong. I have tried and tried to burn vinyls, records and tapes onto CDs but it will not do it. It is no use trying. Their tech help just don't care. It is a nightmare trying to get in touch with them. Am I angry? What do you think?"

And so it goes, wave after wave of bitter users who couldn’t get the program to work, couldn’t get tech support to answer questions, and couldn’t get, all else failing, a refund. There were a tiny handful of users (generally ones using an OS other than Windows 2000) who actually had OK experiences with Easy CD Creator 5. But the negative reports are overwhelming -- and overwhelmingly negative.

I am glad services like Amazon allow users to bitch to one another. And I am even glad things aren’t perfect yet, and any product is as good as any other.

As for minivans, there's a lot to be said for the Dodge Caravan.

  Copyright (c) 2001 by Michael Finley

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