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October 19th, 2007
05:33 pm
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Hate for Yahoo growing
From the tech support files

[BACKGROUND: Our small ISP recently changed its name, and as a consequence a redirect got installed on the home page many of our users are used to to send them to the new site. This call occured on my first workday after the redirect goes live.]

CUSTOMER: I can't get to nccn.net to do my webmail any more!
baxil: What happens when you try?
C: Other stuff comes up.
B: Like what?
C: Things like www.nccn.net/wellwithin, www.nccn.net/vaccines ...
B: (panics, double-checks that www.nccn.net isn't resolving to a site index listing, calms down slightly) Does what you're seeing look like a web page, or does it look like a list of things?
C: A list of things.
B: (tries to fish more information out, finally settles on:) And what did you do to get there?
C: I put in www.nccn.net, and #1 comes up "vaccination information," then "wellwithin earth mysteries at nccn.net/wwithin" ...
B: Aaaaaah .... I see. (Goes to Google, types in 'www.nccn.net' and finds similar page of results) And do you see the listing at the top that says "Spiral.com"?
C: No, I don't.
B: Um, you must not be using Google then. What site does the search results that you're looking at?
C: Yahoo.
B: (sure enough, Yahoo doesn't have Spiral anywhere; its method of dealing with pages that return 301's is apparently to delete them entirely from its database) ... okay, well, there's not going to be a good way to get to our site from there. What I'm going to do is have you put the address into a different location that will take you straight to our home page. (walks her through putting it in Address Bar) See it now?
C: Yep, there's the new spiral page.
B: While you're there, click on the "Web Mail" link to get to the squirrel page and let's save you a little effort in the future.
C: Okay.
B: Alright, now go up to the Favorites menu ...
C: I see Bookmarks, no Favorites.
B: Okay, bookmarks. (... Even though MSIE's called it "Favorites" for three versions now?)
C: I clicked on it and now I'm at a Yahoo login page.
B: (wtf?) ... Wait, that wasn't it. Click on Back.
C: Okay, back to the squirrel.
B: (leads her through the painful process of describing the MSIE window, so we can confirm the "Bookmarks" she clicked on really was in the menu bar ... it was.) Okay, so, just click on the word "Bookmarks" and don't move the mouse yet. What comes up?
C: "Add Bookmarks," etc. (gives a menu listing)
B: Alright, click on "Add Bookmark."
C: I'm back at the Yahoo login page.
B: *headdesk* ... Alright, well, that's no use then. Yahoo has done something really craptastic with your browser, and I have no idea how to fix it. Sorry about that.
C: OK, thanks!

Current Location: ~spiral
Current Mood: okayokay
Current Music: Kow Otani, "Resurrection," Shadow Of The Colossus OST
Tags: , , ,

(9 comments | Leave a comment)

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From:premchai21
Date:October 20th, 2007 01:00 am (UTC)
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I imagine ey installed the Yahoo! Toolbar, which probably gives you some kind of link to Yahoo! Bookmarks, possibly replacing (or not) the existing "Favorites" stuff… but you probably knew that. c.c

(Previous truncated comment will be deleted momentarily.)

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From:baxil
Date:October 22nd, 2007 08:37 am (UTC)
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Frankly, I wouldn't be surprised if it came preinstalled as shovelware on their computer.

What really cheeses me is that, because it appeared to be installed but not fully activated, it actually ended up crippling a perfectly usable piece of functionality in their browser.
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From:puropis
Date:October 20th, 2007 01:49 am (UTC)
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I suspect, like the above commentor, that she was using Yahoo! Toolbar favorites (probably with a large, easy-to-see button) rather than the browser's menu.
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From:baxil
Date:October 22nd, 2007 08:34 am (UTC)
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I'm virtually certain that Bookmarks was in the menu. At any rate, it came in between "File" and "Edit", and "Tools" and "Help".
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From:puropis
Date:October 22nd, 2007 03:52 pm (UTC)
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Huh. That is really strange. Firefox has a Bookmarks menu in that position, but like you I've never seen IE not use the term and menu Favorites.
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From:kistaro
Date:October 20th, 2007 11:36 am (UTC)
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MSAIEEEEE7 has replaced all menus and labeled decorations with cryptic, meaningless icons. All "Favorites" behavior is now covered by a panel at the left side of the browser, which appears when clicking a yellow star icon at left.

insert boilerplate disclaimer here: Conflict of Interest because I work for Microsoft; outside work hours; not official advice; I am acting within my capacity as an employee to offer unofficial advice as employees are strongly encouraged to do so, etc.
From:premchai21
Date:October 20th, 2007 11:55 am (UTC)
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I also wondered about this, yes. That would explain the other half.

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From:puropis
Date:October 22nd, 2007 03:50 pm (UTC)
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You can still get to the old menu if you hit alt, even if you think it's stupid that it's under the address bar and have it hidden.
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From:draque
Date:October 22nd, 2007 05:58 pm (UTC)
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Back in college, I did a lot of phone support, and it's pretty hellish at times. People don't want to know the correct way to do things... people want to be told that it's fixed now, and they can do it like they used to. When they don't get that, things get more difficult.
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