HughPickens.com writes: Getting caught in a tech support loop -- waiting on hold, interacting with automated systems, talking to people reading from unhelpful scripts and then finding yourself on hold yet again -- is a peculiar kind of aggravation that mental health experts say can provoke rage in even the most mild-mannered person. Now Kate Murphy writes at the NYT that just as you suspected, companies are aware of the torture they are putting you through as 92 percent of customer service managers say their agents could be more effective and 74 percent say their company procedures prevented agents from providing satisfactory experiences. "Don't think companies haven't studied how far they can take things in providing the minimal level of service," says Justin Robbins, who was once a tech support agent himself and now oversees research and editorial at ICMI. "Some organizations have even monetized it by intentionally engineering it so you have to wait an hour at least to speak to someone in support, and while you are on hold, you're hearing messages like, 'If you'd like premium support, call this number and for a fee, we will get to you immediately.'" Mental health experts say there are ways to get better tech support or maybe just make it more bearable. First, do whatever it takes to control your temper. Take a deep breath. Count to 10. Losing your stack at a consumer support agent is not going to get your problem resolved any faster and being negative in your dealings with others can quickly paint you as a complainer no one wants to work with. Don't bother demanding to speak to a supervisor, either. You're just going to get transferred to another agent who has been alerted ahead of time that you have come unhinged. To get better service by phone, dial the prompt designated for "sales" or "to place an order," which almost always gets you an onshore agent, while tech support is usually offshore with the associated language difficulties. Finally customer support experts recommended using social media, like tweeting or sending a Facebook message, to contact a company instead of calling. You are likely to get a quicker response, not only because fewer people try that channel but also because your use of social media shows that you know how to vent your frustration to a wider audience if your needs are not met.

An anonymous reader quotes a report from GulfNews: A new analysis from Bankrate.com found that a median-income household in the U.S. could not afford the average price of a new vehicle in any of the 50 largest cities in the country, though cars are more affordable in some cities than others. The average price of a new car or light truck in 2016 is about $34,000, according to Kelley Blue Book. That's in part because new cars are loaded with helpful but expensive safety features like collision-avoidance systems. Bankrate calculated an "affordable" purchase price for major cities, using median incomes from U.S. census data, and factoring in costs for sales taxes and insurance. In San Jose, California -- the heart of Silicon Valley -- the median income is about $84,000, and an "affordable" new car purchase price is about $33,000 -- close to, but still below, the average new car price. In lower-income cities, however, affordable purchase prices for a typical family are far below the average cost of a new car. In Hartford, Connecticut, where the median income is about $29,000, an affordable purchase price is about $8,000 -- about a quarter of the average new-car price. Experian Automotive said the number of new cars bought with financing rose to more than 86 percent (Source: may be paywalled) in the first quarter of this year. The average loan amount topped $30,000, with the average term for a new-car loan in the 68-month range -- some stretch as long as seven years.

An anonymous reader writes: Google is offering new U.S. subscribers a four-month free trial for its Play Music streaming service in celebration of July 4th. While everyone has their preferred music streaming service, it's hard to pass up a deal like this. The Google Play Music service offers over 35 million tracks and is usually priced at about $9.99 per month, so the offer amounts to a $40 savings. What's more is that customers who sign-up for the trial also gain access to Google's ad-free YouTube Red service, which features original content, and enables offline and background playback of YouTube videos on mobile devices. If you sign-up for the trial and decide it's not for you, you can cancel at any time.

An anonymous reader quotes a report from Fortune: Amazon added a new skill for its voice assistant Alexa on Friday, and it could help the e-commerce giant add even more revenue to its already billions in yearly sales from selling everything from toilet paper to toothpaste. With today's update, now you can tell Alexa you want to buy any one of its tens of millions of items that are sold on Amazon. The one caveat is that the item must be a Prime product, meaning it is fulfilled by Amazon and can be shipped to shopper's doorsteps within two days or less. So if your daughter or son wants a Elsa doll from Disney's Frozen movie, you simply ask, "Alexa, please order the Elsa doll from Frozen," and Alexa will suggest a toy that fits that description. You then say "yes" to continue the transaction, and Alexa will take care of charging your credit card, and shipping the product to your home. Quartz posted a story in early June in which it documents several concerns from parents that Amazon Echo is conditioning the kids of this generation to be rude.

An anonymous reader quotes a report from Reuters: A digital video disc player was found in the Tesla car that was on autopilot when its driver was killed in a collision with a truck in May, Florida Highway Patrol officials said on Friday. "There was a portable DVD player in the vehicle," said Sergeant Kim Montes of the FHP in a telephone interview. She said there was no camera found, mounted on the dash or of any kind, in the wreckage. A lawyer for a truck driver involved in the accident with the Tesla told Reuters his investigators had spoken to a witness who said the DVD player was playing a "Harry Potter" video after the accident, but the lawyer was unable to verify that beyond the witness account. Lawyers for the family of the victim, 40-year-old Joshua Brown, released a statement Friday saying the family is cooperating with the investigations "and hopes that information learned from this tragedy will trigger further innovation which enhances the safety of everyone on the roadways." Lawyers for the family of the victim, 40-year-old Joshua Brown, released a statement Friday saying the family is cooperating with the investigations "and hopes that information learned from this tragedy will trigger further innovation which enhances the safety of everyone on the roadways." Tesla said in a statement Friday, "Autopilot is by far the most advanced driver assistance system on the road, but it does not turn a Tesla into an autonomous vehicle and does not allow the driver to abdicate responsibility."

An anonymous reader writes: Three months after Facebook announced a platform for building bots that operate inside its Messenger app, Messenger chief David Marcus said in a blog post that more than 11,000 bots have been created. He also said 23,000 more developers have signed up to use tools provided by Wit.ai, a Facebook acquisition that automates conversational interactions between users and businesses. Facebook has yet to announce any numbers regarding how many users actually use the bots, but developers appear to be actively engaged. Facebook has said that bots will rapidly improve as more developers create them. Marcus did announce several new features for the platform. Bots can now respond with GIFs, audio, video, and other files "to help a brand's personality come across," Marcus said. They can now link Messenger profiles to customer accounts, such as a bank or online merchant. They're also getting some new UI elements: "quick replies" that suggest interactions for the user to help them set their expectations, and a "persistent menu" option for bots that displays available commands at all times so users don't have to remember them. A star system is now in place for users to rate bots and provide feedback directly to developers.
Slashdot also has a Facebook Messenger bot. You can chat with it by messaging the Slashdot Facebook page.

An anonymous reader writes: Google first implemented Full Disk Encryption in Android by default with Android 5.0 Lollipop in an effort to prevent criminals or government agencies from gaining unauthorized access to one's data. What it does is it encodes all the data on a user's Android device before it's ever written to disk using a user's authentication code. Once it is encrypted, it can only be decrypted if the user enters his/her password. However, security researcher Gal Beniamini has discovered issues with the full disk encryption. He published a step-by-step guide on how one can break down the encryption protections on Android devices powered by Qualcomm Snapdragon processors. The source of the exploit is posted on GitHub. Android's disk encryption on devices with Qualcomm chips is based only on your password. However, Android uses your password to create a 2048-bit RSA key (KeyMaster) derived from it instead. Qualcomm specifically runs in the Snapdragon TrustZone to protect critical functions like encryption and biometric scanning, but Beniamini discovered that it's possible to exploit a security flaw and retrieve the keys from TrustZone. Qualcomm runs a small kernel in TrustZone to offer a Trusted Execution Environment known as Qualcomm Secure Execution Environment (QSEE), which allows small apps to run inside of QSEE away from the main Android OS. Beniamini has detailed a way for attackers to exploit an Android kernel security flaw to load their own QSEE app inside this secure environment, thereby exploiting privilege escalation flaw and hijacking of the complete QSEE space, including the keys generated for full disk encryption. The researcher also said Qualcomm or OEMs can comply with government or law enforcement agencies to break the FDE: "Since the key is available to TrustZone, Qualcomm and OEMs [Original Equipment Manufacturers] could simply create and sign a TrustZone image which extracts the KeyMaster keys and flash it to the target device," Beniamini wrote. "This would allow law enforcement to easily brute force the FDE password off the device using the leaked keys."

An anonymous reader writes: Senate staffers will no longer be issued BlackBerry devices. According to Politico, a note sent to staffers on Wednesday said the Senate had no choice after BlackBerry decided to discontinue devices running its own BlackBerry 10 software. "Once we have exhausted our current in-house stock, new device procurements will be limited, while supplies last, to warranty exchanges only," reads the Sergeant at Arms note. The 600 BlackBerry smartphones currently in the Senate's possession will be supported for the "foreseeable future." The news comes after a report that President Obama has ditched his BlackBerry handset in favor of a "hardened" version of the Samsung Galaxy S4 that is supported by the Defense Information Systems Agency. It also follows a report that the Canadian smartphone maker lost $670 million in the first quarter of its 2017 financial year. During BlackBerry's first quarter, the company sold roughly 500,000 devices at an average price of $290 each. They will apparently need to sell about three million phones at an average of $300 each to break even.

An anonymous reader writes from a report via GeekWire: According to Morgan Stanley's 2016 CIO Survey of 100 CIOs (75 CIOs based in the U.S., and 25 based in Europe), Microsoft's Azure will overtake Amazon Web Services (AWS) by 2019 to become the largest Infrastructure as a Service (IaaS) and Platform as a Service (PaaS). The survey finds that roughly 31 percent of the CIOs will be using Azure for IaaS, compared to roughly 30 percent using AWS. Today, roughly 21 percent are using AWS and 12 percent are using Azure. According to the survey, Azure is already leading AWS in PaaS, used by about 18 percent of the respondents, versus AWS's 16 percent. Azure's lead will grow slightly by 2019, growing 9.8 percent versus 6.4 percent. Nearly 30 percent of all applications will be migrated to the public cloud by the end of 2017, up from 14 percent today, the survey said. On-premises apps will decline to 58 percent, from 71 percent today. Predictably, hardware vendors, including conventional and flash storage makers, will continue to suffer as their market is eaten by the cloud. Hardware spending growth is down this year to 3.2 percent, from 3.4 percent last year. Microsoft recently announced it will be entering the legal marijuana industry. It will partner with Los Angeles-based startup Kind on a system for tracking the legal growing and sale of marijuana, with Microsoft powering the software through its Azure cloud computing service.

New submitter alzoron writes: After the failure of New York's Fair Repair Act, independent third-party unauthorized Apple repair shops seem to be under attack. Louis Rossmann, owner of Rossman Repair Group, INC has uploaded a somewhat vague video alluding to his Youtube site, where he posts videos about repairing out of warranty repairs, possibly being shut down. Several sources (Reddit, Mac Kung Fu, 9to5Mac) have been speculating about this and whether or not Apple is behind this. Game Revolution reported on the video (Link is to cache version of the site since the report has since been removed), breaking down each section of the video. 6:52: Louis informs viewers that they can download YouTube videos. 7:41: Louis mentions that YouTube channels have a "finite lifespan," often because a large corporation has the power and money to shut them down. 8:42: Louis shares that he's happy when he's lived a difficult life so that he can be strong for the immense challenge that is ahead. 10:06: Louis shares that he is going to have to fight from his point onward. 11:22: Louis states that all his videos may soon be gone. 11:32: Louis mentions that his business may disappear. Given what Louis has mentioned, it's apparent that Louis has been threatened by Apple likely for condemning its policies to a growing subscriber base, but also for showing users how to repair its hardware without going through Apple support.

UPDATE 7/1/16: The headline has been updated to clarify that the lawsuit is unconfirmed. We'll continue to update the story as it develops.

An anonymous reader writes from a report via CNET: The White House launched a program called the Data-Driven Justice (DDJ) initiative to help reduce the population of jails. It will allow states to better divert low-level offenders with mental illness out of the criminal justice system and keep low-risk defendants out of jail while they await trial. The DDJ program could help alleviate the cost and congestion facing many of America's local jails, which costs local governments nearly $22 billion a year for minor offenses and low-level non-violent misdemeanors. Every year, 11 million people move through America's local jails. In local jails, 64 percent of people suffer from mental illness, 68 percent have a substance abuse and 44 percent suffer from chronic health problems, according to the White House. Seven states and 60 communities committed to DDJ. The plan is to use data collected on individuals who are often in touch with the police, emergency departments and other services and link them to health, behavioral health and social services within the community. Law enforcement and first responders will also be trained in how to deal with people experiencing mental health issues to better direct them to the proper services. The administration is developing a toolkit that will guide jurisdictions toward the best practices, policies and programs that have been successful in DDJ communities. DDJ will also put in place pre-trial assessment tools to determine whether the individual can safely return to society while awaiting trial without having to post bond. Amazon Web Services is onboard with the project, planning to bring together data scientists, technologists, researchers and private sector collaborators in a Technology and Research Consortium to identify technology solutions and support DDJ communities. A mapping software company, Esri, has pledged half a million dollars worth of software and solutions to the DDJ communities as well. Meanwhile, AWS is providing the cloud-infrastructure, which should help share data between criminal justice and health care practitioners among DDJ communities.

An anonymous reader writes from a report via The Verge: Facebook's Paper app for iOS is scheduled to shut down on July 29th. While the app impressed critics, it failed to impress the general public. The Verge reports: "The app transformed the core Facebook experience into a kind of newsreader, with customizable sections for politics, technology, food, and other subjects. When it was introduced in January 2014, Paper signaled the beginning of a design renaissance at Facebook. The look and feel of the app were orchestrated by Mike Matas, whose design firm Push Pop Press was acquired by Facebook in 2011. Paper was notable for the novel animations it used to guide you through the app -- tap on a link and it would unfold like a letter; pull down on the story and it would fold back up, returning you to the feed. But despite the enormous growth of Facebook, which surged to 1.09 billion daily users this year, Paper has not been among the 1,500 most-downloaded apps since December 2014, according to research firm App Annie. It never came to Android, and the iOS version was last updated in March 2015. Facebook says that ideas from Paper have made their way into other Facebook apps, most notably Instant Articles, the fast-loading story format that the company introduced last year. Instant Articles borrowed several design elements from Paper, including full-bleed images and custom designs for individual publishers' articles."

An anonymous reader writes: The Netherlands has become the first country in the world to implement a nationwide long-range (LoRa) network for the Internet of Things, says Dutch telecoms group KPN on Thursday. "As from today the KPN LoRa network is available throughout The Netherlands," KPN said in a statement. Phys.Org reports: "The rollout of a low data rate (LoRa) mobile communications network is critical to connect objects as many may not be able to link up with home or work Wi-Fi networks to gain Internet access. The LoRa network is complementary to KPN's networks for the 2G, 3G and 4G phones. KPN has already reached deals to connect some 1.5 million objects, a number which should steadily grow now that the LoRa network is available across the country. Tests are being carried out at the Schiphol airport in Amsterdam -- one of Europe's busiest air hubs -- for baggage handling. Meanwhile in the Utrecht rail station an experiment is under way to allow LoRa to monitor rail switches."

An anonymous reader writes: Github's transparency report for 2015 shows that the site received many DMCA notices that removed more than 8,200 projects. "In 2015, we received significantly more takedown notices, and took down significantly more content, than we did in 2014," Github reports. For comparison, the company received only 258 DMCA notices in 2014, 17 of which responded with a counter-notice or retraction. In 2015, they received 505 takedown notices, 62 of which were the subject of counters or withdrawals. TorrentFreak reports: "Copyright holders are not limited to reporting one URL or location per DMCA notice. In fact, each notice filed can target tens, hundreds, or even thousands of allegedly infringing locations." September was a particularly active month as it took down nearly 5,834 projects. "Usually, the DMCA reports we receive are from people or organizations reporting a single potentially infringing repository. However, every now and then we receive a single notice asking us to take down many repositories," Github explains. They are called 'Mass Removals' when more than 100 repositories are asked to be removed. "In all, fewer than twenty individual notice senders requested removal of over 90% of the content GitHub took down in 2015."

An anonymous reader writes from a report via 9to5Google: Google and an association of telecom providers have announced that the FASTER broadband cable system that links Japan and the United States is now complete. The system is the fastest of its kind and stretches nearly 9,000 km across the bottom of the Pacific Ocean, starting in Oregon and ending in two landing spots in Japan. The association consists of Google, China Mobile International, China Telecom Global, Global Transit, KDDI, Singtel, and supplier NEC Corporation. The estimated construction cost of the project was $300 million in 2014. At 60 terabits per second, FASTER will help "support the expected four-fold increase in broadband traffic demand between Asia and North America." The system uses a six-fiber pair cable and the latest 100Gbps digital coherent optical transmission technology. The service is scheduled to start on June 30, 2016, and will help increase the connectivity between Google's data centers scattered around the globe.

An anonymous reader quotes a report from BGR: We can talk about how innovative Tesla is for days on end. Indeed, there's no disputing the fact that the company, in injecting a bit of Silicon Valley ingenuity into the tried and true auto design process, has completely turned the auto industry on its head. At the same time, Tesla helped kickstart the EV revolution, even causing traditional automakers like Porsche and BMW to start taking electric cars more seriously. But in Tesla's zeal to move extraordinarily quickly, problems have inevitably begun to creep in. Specifically, quality control issues still seem to be plaguing the Model X. According to a recent report, avowed Tesla fan named Barrett Lyon recently returned his Model X and filed a lawsuit against Tesla arguing that the Model X was "rushed" and released before it was ready for sale. Now comes word that Tesla has since quietly settled the lawsuit. "In Lyon's lawsuit," Fortune writes, "he claimed the cars doors opened and closed unpredictably, smashing into his wife and other cars, and that the Model X's Auto-Pilot feature posed a danger in the rain. He also shared a video that shows the car's self-parking feature failing to operate successfully." Tesla's response: "We are committed to providing an outstanding customer experience throughout ownership. As a principle, we are always willing to buy back a car in the rare event that a customer isn't completely happy. Today, the majority of Model X owners are loving their cars."

An anonymous reader writes from a report via The Verge: Content delivery network Akamai says the UK has the best average mobile connection speeds in the world. The State of the Internet report claims that British mobile users were able to get average speeds of 27.9 Mbps when connecting to Akamai's HTTP/S platform in Q1 2016, beating most countries in Europe by an average of more than 10 Mbps, and the United States' average speed by more than 20 Mbps. For comparison, the U.S. had an average connection speed of 5.1 Mbps, which was lower than Turkey, Kenya, and Paraguay, and on par with Thailand. Many European countries more than doubled the average U.S. speed, including Slovakia with 13.3 Mbps, France with 11.5 Mbps, and Germany with 15.7 Mbps. Algeria was only 2.9 Mbps slower than the United States' average with 2.2 Mbps, and they had the lowest average speed of countries included in the report. Akamai says its data shows that regular internet connections have continued to increase in speed, jumping 12 percent from Q4 2015 to 6.3 Mbps in Q1 2016, which is a year-on-year boost of 23 percent. Peak connection speed also rose to 34.7 Mbps, a 6.8 percent increase from the last quarter, and a 14 percent increase year-on-year. In addition, mobile data traffic is rising from just over 3,500 petabytes per month in Q1 2015 to more than 5,500 petabytes per month in the same period this year.

itwbennett writes: Blancco Technology Group, which specializes in data erasure, bought 200 secondhand PC storage drives (PDF) from eBay and Craigslist to see if they could recover any of the old data saved inside. Their findings: 78 percent of the drives contained residual data that could be recovered, 67 percent still held personal files, such as photos with location indicators, resumes and financial data, and 11 percent of the drives also contained company data, such as emails, spreadsheets and customer information. Only 10 percent had all the data securely wiped, Blancco said. The Consumerist points out that Blancco makes their money from promising secure data erasure, so the company has a "strong and vested interest in these results." As for why so many of the drives contain unwanted information, the report says it has to do with the difference between "deleting" data and "erasing" data. Your files aren't actually deleted when you drag them to the Trash or Recycle Bin, or by using the delete key -- shocking, I know. You can format a drive to erase the data, but you have to be careful of the format commands being used. A quick format, which was used on 40% of the drives in the sample, still leaves some residual data on the drive for someone to possibly access. A full format, which was used on 14% of the drives, will do a better job in removing unwanted files, but it too may still miss some crucial information. The solution Blancco recommends: buy a tool to perform complete data erasure.

HughPickens.com writes: What should a driverless car with one rider do if it is faced with the choice of swerving off the road into a tree or hitting a crowd of 10 pedestrians? The answer depends on whether you are the rider in the car or someone else is, writes Peter Dizikes at MIT News. According to recent research most people prefer autonomous vehicles to minimize casualties in situations of extreme danger -- except for the vehicles they would be riding in. "Most people want to live in in a world where cars will minimize casualties," says Iyad Rahwan. "But everybody wants their own car to protect them at all costs." The result is what the researchers call a "social dilemma," in which people could end up making conditions less safe for everyone by acting in their own self-interest. "If everybody does that, then we would end up in a tragedy whereby the cars will not minimize casualties," says Rahwan. Researchers conducted six surveys, using the online Mechanical Turk public-opinion tool, between June 2015 and November 2015. The results consistently showed that people will take a utilitarian approach to the ethics of autonomous vehicles, one emphasizing the sheer number of lives that could be saved. For instance, 76 percent of respondents believe it is more moral for an autonomous vehicle, should such a circumstance arise, to sacrifice one passenger rather than 10 pedestrians. But the surveys also revealed a lack of enthusiasm for buying or using a driverless car programmed to avoid pedestrians at the expense of its own passengers. "This is a challenge that should be on the mind of carmakers and regulators alike," the researchers write. "For the time being, there seems to be no easy way to design algorithms that would reconcile moral values and personal self-interest."

An anonymous reader writes: Nearly two years ago, Elon Musk teased us with a robotic snake that would automatically plug-in and charge your Model S. Well, many months have passed and there has yet to be an official "solid metal snake" available for Tesla owners. So, one Tesla owner decided to make his own autonomous charging station, as spotted by Electrek, that will automatically guide the Model S's charging cable into the waiting receptacle with no human intervention required. The inventor Deepak Mital posted a video showing how it works, and while it's incredibly slow, it does work. Compared to the demo video of the system teased by Elon Musk last year, this version appears much less threatening. Mital calls it the "Evtron," which is controlled with a Raspberry Pi and swings from one side to another before sliding forward to make the connection with the car.