« WikiMetroNet Launches | Weblog | Progress Update »

Biting the Hand that Feeds You

Category: 

Still, HP said that there were only 842 help-line calls out of more than 50,000 user sessions in the first 45 days of service. At first, a desktop computer in Lusardi's house could use the Wi-Fi network with no problem, but his laptop would only work outdoors. Even then it was too slow and unreliable, so he kept his $20 per month Sprint DSL service.

Now the desktop doesn't even work, and he's completely abandoned the idea of dropping his pay service and using the network. "It's just total frustration," Lusardi said. "I'm going to stay with the DSL and just forget it, because I don't think it's going to work. Very few people are going to use it, and they're going to say it's underutilized and they're going to shut it down." (Ed note: one man's opinion - see 50,000 user sessions above - and, the kicker follows - he didn't even buy the right equipment).

Lusardi didn't shell out the money for a signal-boosting device St. Cloud recommends for those having trouble connecting - City Hall sells them for $170.

Fleishman said the fact that others share Lusardi's frustration is a crucial technical and public relations problem for the vanguard project. He said residents should understand many won't be able to use the free network without additional equipment to strengthen the signal. "It's very large and it's very ambitious, so they're going to hit some of these problems before some of the marketing and technology is out there," he said. "Products have to catch up to this new market." Fleishman said other cities would likely have the same problems - in bigger cities, even larger ones - if they didn't fully inform the public of necessary equipment and network limits.

Pioneering Wi-Fi city seeing some startup problems

Well, I guess the cynic would say that the media loves a good story about consumer complaints, but I couldn't help thinking of the phrase, "No good deed goes unpunished." So, the city decides to step out and save some money AND provide their public with a free service. Hmmm, seems like that's what we want for our tax dollars, frugality and more services. In Tempe, , initial press coverage was better, although there was some grumbling there as well about problems with service quality stemming from the expectation that the signal would replace DSL and cable service inside homes as is (no bridge equipment was available at the time of the network rollout). Those problems, like those in St. Cloud, are more problems with patience than anything else, in my opinion.

Back to St. Cloud: with the service less than two months into it, the Help Desk call rate is less than 2% - seems to be working well - but it depends on what your standard is, and what your attitude is. That's where the public education comes in. It's vital, like Glen Fleishman says, that the public be thoroughly educated on network capabilities and limitations. To wit, outdoor antennae serve outdoor areas, and to get the signal inside with any reliability, a bridge is often needed. Even then, the technology may not reach all residents, so some may need to keep their wires. Disappointing, but not a knock on the technology or the project.

It cannot be stressed enough - Community Involvement up front will address most of the ignorant comments - any other word for a complaint of service quality when the user doesn't buy the recommended equipment? - but not all of them. Sad to say, there will always be those who complain that their free lunch didn't come with dessert.

Posted on April 24, 2006 at 05:20 AM

Comments

Post a comment