ASK A SIMPLE QUESTION, GET A SIMPLE — WRONG — ANSWER

I bought a small Dell tablet that I hope will serve a purpose … something compact that I can use to connect to the larger world, but tuck in my bag for quick excursions when I’m not going to be processing photos or writing posts for my blog. It has been ordered, but not yet received. When I ordered it, I was told it accepted a standard SD memory card up to 128 GB in size. Cool. Adorama was advertising a sale on memory today, so I popped over to see what bargains were to be had. I figured I’d get — depending on price — one or two 64 GB cards. And realized that anything larger than 32 GB is XC, not HC.

So I used Dell’s chat to ask a question. I thought it was a simple question. Will the Venue Pro 8 read an SDXC card?

This is how the first call went. After this, I went to working the phone.

This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records.
Your session ID for this incident is …
Time Details
01/20/2014 11:07:21AM Session Started with Agent (A-D)
01/20/2014 11:07:21AM Marilyn Armstrong: “.”
01/20/2014 11:07:27AM Agent (A-D): “Welcome, my name is A-D. I can be reached at … How may I help you?”
01/20/2014 11:07:45AM Marilyn Armstrong: “I have one question about the Venue Pro 8 which I’ve already ordered”
01/20/2014 11:08:15AM Agent (A-D): “No problem you are free to ask questions Marilyn”
01/20/2014 11:08:19AM Marilyn Armstrong: “I know it takes an SD card, but does it read the newer SDXC cards?”
01/20/2014 11:08:55AM Marilyn Armstrong: “HC is the older format, but all the larger cards – 64GB and up — are SDXC, not SDHC.”
01/20/2014 11:09:42AM Marilyn Armstrong: “Hello??”
01/20/2014 11:10:15AM Agent (A-D): “Yes you can still use other SD card …”
01/20/2014 11:10:24AM Agent (A-D): “I mean other brand”
01/20/2014 11:10:24AM Marilyn Armstrong: “SDXC?”
01/20/2014 11:10:34AM Marilyn Armstrong: “This isn’t a brand. It’s a FORMAT.”
01/20/2014 11:10:46AM Agent (A-D): “Yes it can”
01/20/2014 11:10:53AM Agent (A-D): “It is back ward compatible”
01/20/2014 11:11:21AM Marilyn Armstrong: “Are you sure? Because this is a NEWER NOT AN OLDER FORMAT and I don’t think you understand what I’m talking about”
01/20/2014 11:11:50AM Agent (A-D): “let me double-check for you”
01/20/2014 11:11:53AM Marilyn Armstrong: “Please connect me with someone who understands the technology.”
01/20/2014 11:13:27AM Agent (A-D): “Upon double checking the format can only support SD, SDHC only”
01/20/2014 11:14:08AM Marilyn Armstrong: “So it can’t actually accept a 128GB card because they are ALL in SDXC format. The bigger cards are all SDXC
01/20/2014 11:14:16AM Marilyn Armstrong: “Is there someone I can really talk to?”
01/20/2014 11:14:27AM Agent (A-D): “yes it is …”
01/20/2014 11:14:54AM Agent (A-D): “you can go on this link http://support.dell.com/support/topics/global.aspx/support/en/chat?c=us&cs=19&l=en&s=dhs&~ck=mn for you technical support”
01/20/2014 11:14:56AM Marilyn Armstrong: “Where? Not on dell, not on Amazon, not on Tiger Direct, not anywhere.”
01/20/2014 11:15:01AM Agent (A-D): “You’ll be able to contact our Technical Support Department at 1-800-624-9896, they are open 24/7”
01/20/2014 11:15:39AM Marilyn Armstrong: “This is a simple question. I don’t want to spend hours on the damned phone. Just have someone who actually knows the specs of the item I already ordered.”
01/20/2014 11:16:41AM Agent (A-D): “I already give you the information that you want…”
01/20/2014 11:18:38AM Agent (A-D): “that is the only format that can support the tablet is SD, SDHC only”
If you require further assistance, please visit us at support.dell.com

Two phone calls later:

The Venue Pro 8 only accepts micro SD cards and only SDXC format. Wow. There’s nothing like really terrific customer service to start the day off right, eh?

The previous is an actual transcript of the conversation. Only the name and other identifying information have been changed to protect the guilty.

THE ULTIMATE DARWINIAN CHALLENGE — JOHN DIXON’S PHOENIX ISLAND

Phoenix Island by John Dixon

Gallery, Threshold, Pocket Books

Publication Date — January 21, 2014

The story that inspired CBS TV’s Intelligence. Phoenix Island was supposed to be a boot camp for troubled children. Carl Freeman, at 16, is a boxing champion. He’s also about to be sentenced by a judge … prison? It’s not his first time in front of the bench. He isn’t even sure how many times he’s been here before, but always for the same thing — defending someone from bullies. It gets him in trouble every time, but this time, it’s worse. No slap on the wrist. He’s going to a “terminal facility,” the toughest boot camp of them all: Phoenix Island. It’s a two-year sentence — or a life sentence. Sometimes, there’s a thin line between the two. When Carl realized Phoenix Island is actually a mercenary training camp designed to change orphans — kids with no attachments to the “outside world” — into deadly, conscienceless super soldiers, he decides to do whatever it takes to save the people he loves even at the cost of his own life.

PhoenixIsland

The popular TV show Intelligence is based on this book. Since I’d never heard of or seen the show, I wasn’t swayed one way or the other. This is not the kind of book I usually read. Too much violence, too much intensity. Life is intense and I prefer my reading relaxing. But, I was intrigued and decided to give this one a go and I’m glad I did — mostly.

The book is much better than I expected. It just kept getting better from the beginning to the end, picking up speed and adding layers to the characters and the story. There are a lot of deaths and plenty of violence leading up to said deaths. And it’s not just  physical violence. There is systematic torture, emotional and psychological abuse, starvation and bullying of the most horrible kind. You name it, it’s here. The audience for this book is supposed to young adults. Is this what we are giving our kids to read? Yikes.

There’s no sex at all, nor any rough language, but there is sufficient graphic violence for a dozen books. If I had read this when I was 16 , it would have given me nightmares for years. Parents and teachers might want to consider whether or not every kid is emotionally equipped to process graphic violence before recommending this book. I wouldn’t let my kid watch Pop-Eye cartoons because they were ugly and violent.

For those who can handle the imagery and still get a night’s sleep, it’s a gripping story. And a surprising one. Just when you think you know what is going to happen next, don’t stop reading. Something else will happen, something you probably didn’t see coming.

One of the most interesting aspects of the book — maybe its best part — is the presentation of evil as not entirely black versus white, but many shades of gray. That a person having the same character and personality might be worthy of kingship in one generation, but be incarcerated as a criminal in the next. That the same talents can be applied for good or evil, depending on circumstance, timing and luck. Good and evil are not absolutes, but are born (at least in part) from the popular attitudes of society at a given time and place.

If the general cruelty, ugliness and brutality of the story doesn’t bother you, you’re in for a good read. Taut and tense, the book starts off a bit slow and gathers momentum. Meet the giant spiders, the vicious pigs (human and four-legged), the bullies, the torturer, the power-mad-evil-genius, the baby assassins and don’t forget the hammerhead sharks. You may find your stomach heaving, but you won’t be bored.

The book is available in Kindle, hardcover and as an Audible.com download beginning tomorrow, January 21, 2014