Another factor that seems to be widely underestimated is that most
programmers these days are cellphone addicts. They don't often use
computers. That's why websites and browsers often have "hamburger
menus", for example. It's a terrible design on a desktop, but the only
design that works well on cellphones where only one window can show
at a time. The programmers are all using browsers on cellphones,
so they decide to remove desktop menus and put hamburger icons
everywhere. There seems to be no design and usability staff.
Another factor that seems to be widely underestimated is that most of
those programmers know SFA, because they've never been trained properly,
about how to design formally anything with usability, let alone
accessibility in mind. I've already told the beginning of this story in
uk.telecom.mobile [in what follows, that was abbreviated and paraphrased
from the original thread into a complaint below to Three UK], so here's
how it ended. First, my complaint to Three UK:
"""SNAFU #1: Last October I enabled mobile data on my Samsung SM-T719
tablet, so thought I'd better check whether my PAYG needed topping up.
On launching the [Three] app on the tablet, a message came-up saying
that it was discontinued, I should uninstall it, and install its
replacement, but the new app wouldn't install, probably because it's an
old version of Android.
SNAFU #2: Your site is dire, but having no choice I moved to my PC:
"We've been updating our systems. My3 is now better than ever, but you
must re-register to access your account." I went through the tedious
process twice, in PM & Firefox when the first failed. When finally I
accessed my account details, the DoB was wrong and still is because I
can't change it.
SNAFU #3: I have two phone numbers with Three which historically were
given two different account numbers, the other being for a data SIM in
my router. When I try to re-register that account, I cannot because I
already have an account registered with the same details."""
This is the relevant excerpt of what I got in reply from Three UK:
"""Thank you for contacting Three.
I’m sorry to hear that you’re unhappy with your recent experience
related to the issue with My3 app registration issue.
I have reviewed your account with number ending 0175 and see the PAY G
account is active.
However, if you have issues with the MY3 app registration, we request
you to contact us so we can check the details on real time basis.
You can live chat with us here
https://www.three.co.uk/support/contact-us
so we can rectify the issue quickly.
If you’re happy to accept the above as full and final resolution to
your complaint, please confirm by reply to this email. If we don’t"""
To which I replied as follows:
"""First, as no-one appears to have bothered to read it properly, let me
remind you of the original text of my complaint:
[Repeated list of SNAFUs]
So ... The DoB on my account is STILL wrong - do you *REALLY* think I'm
124 years old? I have STILL not been able to re-register my contract
data SIM as explained above, and your damned-fool inadequately tested
site software changes have already wasted a considerable amount of my
time. Given all that, in what way do you think the hopeless response
above [orig: 'below'] is in ANY WAY an adequate answer to my complaint?"""
To which they replied as follows:
"""Thanks for your response.
I understand how important it is to access the account online and
correct the date of birth. Be rest assured Charles, I'll help you.
About Three app / online My3 login:
[Anonymised], if you've two different accounts the same email id cannot
be used to register to the Three app. You can update different email
address on your account and then register second account to access it.
[Note the above point particularly, because it tells us something in
relation to this subthread]
After using a different email id if you're still facing issue with
online login, please call us as being a technical issue it's advised to
sort over the call.
About date of birth:
To update your date of birth, please send us a copy of one of the following:
Birth Certificate
Passport
Photographic Driving Licence.
Please email a copy of the proof to ***@contact.three.co.uk, with
the following details:
Name (as registered on the account)
Date of birth
Postcode registered on the account
Three phone number
Three account number (this usually starts with a 9 or 1)
Registered email address
Details of the request
Once we've received your email, we'll update your account and reply by
email in 5 working days
[Anonymised], I'm sorry for the inconvenience caused to you.
If you’re happy to accept the above as full and final resolution to your
complaint, please confirm by reply to this email. If we don’t hear from
you within 28 days, we’ll take no further action."""
I have not bothered to reply to the above ignorant garbage, instead I
jumped ship. I now have an alternative data SIM deal for £10pm less
than I was paying Three UK, and a Pay Monthly SIM deal for my mobile
that works out at about the same as I was paying Three UK on PAYG.
But the point at issue here is this: The above story tells us that:
:-( Three UK care so little about their existing customers and their
time that they are prepared to turf them out of their databases and
force them to re-register everything from scratch.
:-( However they won't let them be trusted to change important
details such as DoB, from what seemingly was just a system default.
:-( And also they arbitrarily discontinue stuff that people are
still using.
:-( But, perhaps most importantly of all, their programmers know SFA
about data programming, because it's obvious that if you can't have two
accounts using the same email address or, as an alternative, cannot
merge details from two contracts into one account under one email
address, then their data is not held in Third Normal Form* as industry
standards would dictate should be the case.
* A system of removing duplication and interdependence of data by
structuring all data that is mutually dependent in separate tables and
using indexes as cross-links between related data.
To simplify things too much in the pursuit of an understandable example,
I am a 'Customer', so my data - email and postal addresses, age, etc
- should be kept as one entry in a table of 'Customers'. Likewise
details of each 'Contract' I have with Three UK each should be a
separate table entry in a table of 'Contracts', each of which contains
an index or link back to my relevant 'Customer' data in the 'Customers'
table. Clearly, from their explanation above, my 'Customer' data is
being held in the same table as my 'Contract' data, so their data cannot
be in 3NF, a very basic error of data programming.
Yet again I cry: "Just *WHO* programs this shit?"
--
Fake news kills!
I may be contacted via the contact address given on my website:
www.macfh.co.uk