Many things went wrong with the kitchen I bought from Wren Living:

If you’re here because you’re thinking of buying a kitchen from Wren then may I suggest that you first try out their customer support and see if you like it. Dial 0345 127 7008 the choose option 2 then option 3 then option 1. You may want a speaker phone or hands free set whilst you wait to get through. In my experience a typical wait is around 20 minutes.

Issue 1 – late delivery

My kitchen came a week late after our designer made an unauthorised change to the delivery date.

When I placed my order I was unclear about when my builders would be ready to install, so I took a guess and went for the week of 27 Jul. As things progressed the builders asked for it a week earlier, and I called Wren on 23 Jun to see if I could get it moved forward. Sadly they were already booked solid for the week of 20 Jul, so I had to stick with the original date, but I was assured that I should be able to get the kitchen early that week. When I paid my balance on 29 Jun delivery was still on track for w/c 27 Jul.

It was a nasty shock when I got a call from Gemma on 28 Jul saying that delivery was scheduled for the following week, but in the end that’s when the kitchen actually arrived. Apparently my designer Rebecca had pushed the date back (initially to w/c 17 Aug, but then to w/c 3 Aug). Rebecca later said that she’d got a message from my builders asking for the change, but that wasn’t true.

Issue 2 – missing appliances

When my kitchen finally did arrive (a week late) it came without the hob or extractor that I’d ordered.

I got a call the evening before delivery saying that the hob and extractor weren’t available, and that we’d get substitute appliances instead. This caused some consternation, as the granite would need to be cut to fit the hob, but what if it might never come. I was eventually told that the hob would definitely be delivered, but it would take up to 5 weeks, and the extractor would be up to 3 weeks.

The appliances came on 24 Aug – almost 3 weeks after the kitchen.

see Buying Kitchen Appliances from Wren Living for more

Issue 3 – long lead time for replacement unit

New units need to be made from scratch and delivered in Wren’s vans.

The design had failed to take into account the thickness of a wall, meaning that we needed a 600mm unit where a 300mm unit had been specified. The new unit was ordered (and paid for) on 4 Aug and delivered on 20 Aug. The unit we didn’t want was collected on 22 Sep, and refunded on 28 Sep.

Issue 4 – deformed butler sink

Even items Wren doesn’t make itself need to be delivered in their vans.

The granite fitter unpacked the butler sink we’d ordered so that he could put it in place for accurate measurements. He noticed straight away that it didn’t look right:

Wren_sink

 

The issue was noticed on 5 Aug, but the replacement didn’t come until 20 Aug. Wren didn’t collect the deformed sink (which they insisted on taking back) until 22 Sep.

Issue 5 – damaged wall unit

Another item that needed to be manufactured and delivered according to Wren’s schedule.

One of the wall units was damaged during shipping, puncturing the box and the back of the unit.

Wren_wall_unit

The issue was reported on 6 Aug, and the replacement came on 20 Aug. Wren didn’t initially make it clear that there was no need to return the broken unit, and that I could just get rid of it.

Issue 6 – wrong sized worktop

Wren specified two 2400x900mm pieces of wooden worktop for the island 2605x945mm, but they were both too short and too narrow to be fitted in any way that didn’t involve multiple joins..

It was six weeks before the incorrect worktops were taken away, and a further week before I was refunded.

see Buying Wooden Kitchen Worktops from Wren Living for more

Issue 7 – granite not fitted on time

Wren subcontracted the granite fitting to Original Marble and Granite (OMG). I was told that the granite would come on 14 Aug, which fitted into the lead time of 5-8 working days after measuring. It was fitted on 18 Aug.

Issue 8 – microwave damaged during delivery

Appliances that were available may suddenly become hard to get.

The microwave was one of the last things to be installed, so this problem wasn’t spotted until 21 Aug. It then took over 9 weeks to get the replacement.

Wren_microwave

see Buying Kitchen Appliances from Wren Living for more

Issue 9 – broken retaining clip on drawer

This was the only issue that Wren dealt with expeditiously. I emailed customer support on 8 Sep with these photos of a broken drawer clip, and on 12 Sep some new ones came in the post:

Wren_clips


I bought a new kitchen from Wren Living this April for delivery in late July. It’s the most expensive thing I’ve ever bought that wasn’t an entire house.

Many things went wrong.

I shouldn’t have bought my appliances from Wren.

I shouldn’t have bought my wooden worktop from Wren.

I’m writing this because I felt badly treated by Wren. I’d made a large and important purchase, and once they had my money they didn’t seem at all interested in keeping me happy.

The only person that ever apologised to me was Kelly Longman in Southampton (covering for the absent manager from the Guildford branch where I bought) – thanks Kelly for showing some compassion and humanity.

My experience with customer services was miserable. They never replied to emails, and calling generally involved waiting 20 minutes for somebody to answer the phone followed by a ‘computer says no’ type conversation. I logged 4 hours and 20 minutes calling customer support, most of it spent on hold.

If you’re here because you’re thinking of buying a kitchen from Wren then may I suggest that you first try out their customer support and see if you like it. Dial 0345 127 7008 the choose option 2 then option 3 then option 1. You may want a speaker phone or hands free set whilst you wait to get through.

Wren’s Managing Director Armando Sanchez at one time published his mobile number, but that number is now taken care of the same customer services team. I guess the level of customer unhappiness was too much for him.

From conversations with friends it seems that maybe there’s no such thing as a good kitchen company, but hopefully my bad experiences with Wren can help you choose better where you buy (parts of) your kitchen from.


I’ve been noticing that lots of the services I use online have been getting worse. My friends have been complaining too. I think I know why.

A/B testing is a great way for product managers to make decisions based on data (rather than their own gut feel). But what happens when A/B testing meets the classic technology adoption curve?

Rogers’ Bell Curve (Wikipedia)

As the Innovators and Early Adopters get started with something A/B testing works with them. It helps to explore the solution space, and smooth the rough edges off.

Just add moron

As the Early/Late Majority, or worse still the Laggards get on board the A/B testing starts tuning things to their preferences, which might generally be towards a simpler user experience where only the most used features are presented. Other features – the features that the Innovators and Early Adopters liked (we know this from earlier A/B testing) start to disappear, or get hidden away behind special ‘nerd knob’ selectors.

It doesn’t have to be like this

Pretty much every service lets me customise things to my preferences – stuff like text size, background colours/pictures etc. There’s absolutely no reason why users shouldn’t be able to override A/B testing when they find it taking their personal user experience in the wrong direction. Better still I expect that if A/B testing was done into adoption clades it would cause some very nice split evolution into different ecological niches. This might blow the brains of simplistic (simpleton) product managers who want to keep everything uniform, but people aren’t uniform – deal with it. The secret to good user experience is know your customer (KYC[1]) – wasn’t that the whole point of A/B testing in the first place. The point here is that some customers are different from others – get to know them and those differences and you can serve them better.

Here’s a great counter example of KYC from Barclays via Conor Ogle:

We have the technology

I was at the Andreessen Horowitz London tech summit last week and one of their portfolio companies gave a demo of customisation that they do for online retail. It was carving up customer groups by their various profiles six ways from Sunday for various online (A/B) tests, so clearly we’re at a place where this is a commodity for presenting product, so why isn’t it a commodity for presenting features.

Conclusion

A/B testing can be a great tool, but if its used too bluntly then it can actively destroy a well tuned user experience of early adopters as less demanding users follow them. Product managers need to get smarter about segmentation.

Note

[1] Yes, I know KYC has a specific regulatory meaning in banking etc., but any services organisation should be trying to know their customers better, and striving to delivery a delightful user experienced based on that knowledge.


ContainerX will launch their ‘Container Platform for Enterprise IT’ at DockerCon Europe next week in Barcelona. Described as ‘vSphere for Containers’ the platform aims to give developers a self service capability using the Docker command line, whilst providing operations teams with capabilities that they’re familiar with from managing virtual machines.

continue reading the full story at InfoQ

ContainerX


Twistlock have announced the general availability of their Container Security Suite, along with a partnership with Google Cloud Platform that integrates Twistlock into Google Container Engine (GKE). The suite consists of a console to define policy, a registry scanner and a ‘Defender’that runs as a privileged container on each host. The suite connects to Twistlock’s cloud based ‘Intelligence Service’ to get real time vulnerability and threat intelligence.

continue reading the full story at InfoQ


TV Cable Tidy

08Nov15

TL;DR

If you’re putting a TV on a modern open stand then the ancillaries and cables can make a real mess and spoil the overall look. I put a board onto the VESA mount on the back of my TV to hold everything, which then let me arrange the cables into one tidy trunk running along the centre line of the TV stand.

TV_stand

Background

I recently upgraded the AV system in my living room. My Toshiba LCD TV and Panasonic Blu-Ray come DVR stayed, along with the awesome Mission FS2-AV NSX flat panel speakers[1], but the old (pre HDMI) AV Amp and CD jukebox are out of the picture. The CD jukebox had pushed me to buying an enormous oak AV unit, which seemed fine with a 29″ CRT TV on top. With a new slimline Marantz NR1504 AV Amp I’ve been able to get everything I need onto a sleek Centurian Opod Stand.

The new stand would take the TV, AV Amp and BluRay/DVR perfectly. The problem was where to put everything else:

  • Power distribution (for a total of 6 things)
  • Network switch
  • Raspberry Pi (running OpenELEC of course)
  • Aerial amplifier

My new setup was going to look awful with that lot (and all of the associated wires) hanging around.

VESA to the rescue

Pretty much all LCD TVs (and monitors[2]) have a VESA mount on the back. This is intended for wall mounting, but in this case my idea was to mount all of the untidiness onto the TV. I bought a piece of plywood, some M6 threaded bar and M6 nuts on eBay to create a board that would hold the power strip, switch, Raspberry Pi and aerial amp:

VESA_mounted

 

I placed the threaded bars into the VESA mount, using a couple of nuts as spacers (and to prevent them going in too far) then drilled the plywood board to fit over. The board was then secured with some more nuts, and I left the threaded bar protruding to be used to wrap things around later. The various bits and bobs were secured with a mixture of screw mounts, sticky velco strips and cable ties running through the board. Once the full horror of cabling was added I then used cable wrap and more cable ties to keep everything in a single umbilical running along the centre line of the TV stand.

cables

The net effect is that the only cabling that can be seen from the front is one thick tidy bundle, which is pretty much invisible behind the post of the TV stand. The clean lines of the stand and overall modern aesthetics are preserved.

Conclusion

This isn’t what the VESA mount was designed for, but I think it’s a great way of keeping everything tidy for a TV that isn’t wall mounted.

Update

4 Mar 2018 – I added a few extra things since I first wrote this – the original Raspberry Pi has gone in favour of an Amazon Fire 4k box, and I’ve added another Pi that has Terrestrial Digital (DVB-T) and Satellite (DVB-S) receivers. As before the mess at the back is invisible from the front.

@ianfh also pointed out that there’s a commercial version of something like this (which seems to use a metal grid) – The Intuitive CMP-1.

Notes

[1] I’ve been so happy with the FS2-AV system that I bought another one for my new media/games room. Sadly both of them were old enough for the foam around the (sub) woofer to have perished. Worse still Mission no longer have spares stock of the original Audax AP170MN2 drivers units. Luckily I was able to find some AP170M0 woofers on eBay, which fitted perfectly, so I’m back to crisp bass with no clicks and pops.
[2] I was once told that the original VESA mount was contrived by my (sadly departed) old friend Peter Golden and some of his colleagues at Barclays. He was doing the first trade floor fit out to use LCD screens rather than CRT monitors, and didn’t want to end up becoming beholden to a single supplier over mounting, so they cooked up a simple arrangement of using a 100mm square and M4 screws and persuaded VESA to make it a standard.


TL;DR

The UK ‘snoopers charter’ is back in the form of the Investigatory Powers Bill (IPB [pdf]). As with previous efforts it’s not just trying to provide a more robust legal framework for ongoing spying, but also trying to extend spying powers to other agencies. The police might see this as a way to solve crime more efficiently, but they risk undermining their trust relationship with the public. The worst part is what’s being outsourced to the telcos.

Background

I last wrote about communications interception (aka signals intelligence or SIGINT) on my friend Nick Selby’s Police Led Intelligence blog shortly after the initial Snowden revelations about PRISM. Since then there’s been a constant stream of fresh outpourings about the scope and scale of spying.

I’d once again recommend Richard Aldrich’s ‘GCHQ‘ for historical perspective. One point that sticks with me was that the post war spies got everything they wanted… right up until the nuclear powered spy ships[1]. Only then was the line crossed. I wish I was making this up.

The Legal Argument

Snowden is now saying that the IPB is about making the law fit spying rather than spying fit the law.

Snowden_backwards

Successive generations of the ‘snoopers charter’ appear to have been trying to do this very thing. On the other hand it doesn’t seem to matter whether the spies are acting within the law (or some twisted secret interpretation of the law) as nobody is going to jail – not the spies, and certainly not the politicians who seem so in love with what they get from the spies (or is it just the lobbying and political donations from the companies the spies spend with – it’s so hard to tell?).

The Social Contract

Citizens seem to be quite happy to pretend that the spies don’t exist so long as the spies remain happy to hide in the shadows. This (approximately) makes it quite OK for an agency like GCHQ to hoover up everybody’s (meta)data so long as the product from that gets used exclusively within the secret squirrel club. This arrangement gets shored up by making intercept evidence inadmissible in court. Things get a bit murky with ‘parallel reconstruction‘, but the point here is that regular law enforcement needs to do some spade work to dig up evidence that they can use in court.

Breaking the Social Contract

Having police who are also spies is a bad thing. This is why Germany now has some of the strongest privacy laws in the world, because half of that country lived under the prying eye of the Stasi, and nobody wants to go back there.

The British police claim that they want to ‘police by consent’, according to Peelian Principles. But they’re also claiming that they need new powers to deal with crime moving from the physical world to the virtual world.

This is where the current proposals don’t stand up to scrutiny. ‘We can’t follow somebody into a bank when the banking is online’, was part of a statement that I heard in the past week. This seems like a perfectly sound basis for police to get a warrant and tap the communications of a suspect. It seems like a flimsy excuse for a year long backlog being kept just in case somebody does something bad[2].

The Spies Aren’t Helping (Enough) and the Police Want More

The output and impact of the secret squirrel club is necessarily constrained (otherwise it stops being secret[3]). It hence becomes limited to the most serious activities – terrorism etc. Of course the (generally very senior) police recipients of the product see how helpful it can be and want more – so that they can go after a wider variety of crimes.

Policing on the Cheap?

So is this just an efficiency play… dragging the police into the 21st century where they catch people at the click of a mouse rather than going to the effort and expense of following people around in the physical world. That’s an argument that’s being made, but if that was really the case then why not go all in and make intercepts admissible as evidence?

I’ll return to the earlier point of get a warrant. In the physical world there are certain checks and balances on police behaviour where they have to ask permission before taking action. The IPB is being sold as providing a framework of checks and balances, but sadly these seem to be modelled on the (already discredited) US Foreign Intelligence Surveillance Court (FISC). Theresa May seems happy to apply the mechanisms designed for spies to regular police because we seem to have a complete muddle here over who’s doing spying and who’s doing police work.

Just add Telco

Nobody’s just handing over the keys to GCHQ to PC Plod, and this is where the trouble really starts. The spies suck up our (meta)data into their very impressive dome of concrete and steel where it’s looked after by highly vetted and dedicated professionals. The police don’t have those resources, so they need to outsource the heavy lifting of data retention. The virtual boot rubber will meet the road at British Telecom, Sky and Talk Talk.

There are probably examples of companies that care less about their customers than telcos, I just can’t think of any off the top of my head.

And then there’s the fact that Talk Talk just got hacked six ways from Sunday, apparently by a bunch of teenagers, eliciting the usual spin about advanced ‘cyber’ adversaries.  Nobody trusts these people to get a phone bill right, and they’re just barely competent at moving IP packets around. It’s bad enough that we have to trust them with our data in motion, but making them look after a giant pile of it at rest is just asking for trouble.

Conclusion

We might wish for spying fitting the law rather than the law fitting the spying, but too often is seems that the actions of the ‘bad’ guys is sufficient excuse for poor behaviour by the ‘good’ guys (and in extremis this is how we generate ‘bad’ guys in the first place – a lack of transparent justice).

What our spies have been doing doesn’t seem to have been hurt too badly by having it dragged into the public eye, so it would probably be fine if the IPB was simply moving the legal boundary to allow for past and present activities (even if that does inevitably lead to new boundary pushing).

Where this all goes horribly wrong is the IPB turning our police into spies, but outsourcing the real effort to some of the most loathed companies on the planet.

Notes

[1] As the British Empire contracted so did the opportunity to have land based intercept stations in friendly territory. This created a classic ‘capability gap’, which exploits loss aversion to regain things at almost any cost. The answer apparently was to build giant floating intercept stations. Of course this stuff became overtaken by events once spy satellites went into orbit.
[2] There seems to be a curious love affair with backward causality here – the ability to explain why something went wrong after it happened. This is why in pretty much every terrorism case over the past decade we find that the agencies had half an eye on the perpetrators, but had determined that they weren’t worthy of full on attention – bigger fish to fry and all that. Backward causality invariably makes the spies look bad, though it does give them a never ending reason to plead for more resources.
[3] It’s well documented how Churchill agonised over intelligence from Ultra, and the balance between saving lives in a given operation, and tipping his hand to the Germans, which might have lost or disrupted future intelligence. The same problem exists for politicians today. It’s hard to believe that the spies don’t get to notice political party defections (e.g. Douglas Carswell or  Mark Reckless) but even if the Prime Minister does get told of such things it’s hard to take action.


Docker Inc have announced their acquisition of Tutum, ‘The Docker Platform for Dev and Ops’ that allows users to ‘Build, deploy, and manage your apps across any cloud’. The rationale for the deal is to complement Docker Hub, which takes care of ‘build’ and ‘ship’, with Tutum as the platform for ‘run’.

continue reading the full story at InfoQ

Tutum_architecture

 


The kind folk at Newark Element14 sent me a Gizmo2 dev board to try out. I’ve not been able to do much with it yet, so here are some first impressions.

What is it?

I’d completely missed the first generation Gizmo, and hadn’t heard of the new one until it was brought up by Brandon at Element14. It’s an x86 single board PC packing an AMD GX210HA dual core CPU running at 1GHz with 1GB of DDR3 RAM on board.

It’s about the same size as the board in a small form factor (SFF) PC such as a NUC or Brix, but comes without any case.

Connectivity is pretty comprehensive with 2 USB2, 2 USB3, RJ45 Gigabit Ethernet, HDMI, 3.5mm audio in/out and microSD. There’s also an mSATA/mini PCIe port and headers for JTAG and SPI.

The thing that differentiates this board from other SFF PCs is the pair of edge connectors along one side. One is described as ‘low speed’ and carries USB2, 8 GPIOs, 2 PWMs, 2 Counters and SPI. The other is described as ‘high speed’ and carries Display Port, 2 PCIe X1, SATA and 2 USB2.

What’s in the box?

Gizmo2box

The board comes with a 4GB microSD card that can be booted up into Linux along with some demo apps. A 12v power supply with a US plug is included along with a travel adaptor kit that let me use it with my UK sockets. There’s also a handy getting started guide.

Why won’t it boot up?

I plugged in my USB keyboard and mouse, monitor, network and power, pressed the power button, and nothing happened.

After confirming that the power supply was pushing out 12v (with a handy strip of 5050 RGB LEDs) I was starting to fear a dead on arrival board. Had UPS done something terrible to cause the hole in the shipping box and actually managed to damage the board inside?

It turned out that the culprit was my Matias Quiet Pro USB keyboard. As soon as I unplugged it some LEDs lit up on the Gizmo2. After swapping over to an Anker wireless USB keyboard I was off to the races and able to boot up. It seems that the Gizmo2 is even worse than the original Raspberry Pi (which the Matias keyboard works fine with) at supplying juice to USB peripherals.

Demo environment

Once booted from the supplied microSD card the system brings up a ‘Timesys’ application launcher that I can only describe as dreadful – it shows you a bunch of icons, but you can only select them by clicking on left/right arrows (not the icons themselves).

Big Buck Bunny is supplied as a video demo in 1080p (H.264) and can also be watched from the bundled XBMC player (not the more recent Kodi). It’s also possible to escape to a fairly vanila Xfce desktop, and from there launch a terminal to get a root BusyBox shell.

Niggles

It’s noisy – the CPU is a 9W part, which isn’t a huge amount of power, but sufficient to rule out pure passive cooling. It’s a shame that the fan is so loud, as it pretty much ruins any ideas I might have had for using the Gizmo2 as a media player. I’m still going to try out getting OpenELEC onto it, but even if it can handle the VC1 MKVs that make my Raspberry Pi choke up I can’t see the Gizmo2 displacing my much quieter Gigabyte Brix.

I’ve had a right struggle getting the USB dongle for my keyboard out of the USB2 ports – they’re way too grippy.

The fuse behind the power adaptor looks like it’s pretty much designed to break off.

There’s onboard SATA, but no actual connector for it unless you solder one on yourself. I’ve also read about people having compatibility problems with some mSATA drives (and having to unsolder a resistor to get them working)

I’d rather have the GPIOs on header pins than an edge connector.

I can see the USB current draw issue I hit with the keyboard being problematic for DVB adaptors and other things. The Raspberry Pi people (and community) learned about this stuff the hard way, and it’s a shame that Gizmosphere didn’t pick up on that lesson and put in a beefy enough power system.

Next steps

I’ve read a few accounts of people running Kodi on the Gizmo2, including some excellent analysis of media streaming performance, but since I’ve done a bunch of stuff with OpenELEC on the Raspberry Pi I’m going to take a swing at getting that working on the Gizmo2. I’ll also take a look at what’s involved in getting Ubuntu running on it.


Late last year AWS launched Private DNS within Amazon VPC as part of their Route 53 service. This allows customers to create DNS entries that are only visible within a VPC (or group of VPCs). It’s also possible to have ‘split horizon’ DNS where servers inside a VPC get different answers to the same queries versus users on the public Internet.

The DNS resolver for a VPC is always at the +2 address, so if the VPC is 172.31.0.0/16 then the DNS server will be at 172.31.0.2. Amazon and the major OS distros do a good job of folding that knowledge into VM images, so pretty much everything just works with that DNS, which will resolve any private zones in Route 53 and also resolve names for public resources on the Internet (much like an ISP’s DNS does for home/office connections).

There are a few use cases for using the VPC DNS from outside of the VPC, particularly when connecting things into a VPC using a VPN. Here’s where things get a little tricky, as the VPC DNS is set up in such a way that it won’t answer queries from outside its own network.

The answer is to run a DNS forwarder within the VPC, and connect to the VPC DNS through that. Digital Ocean provide a good howto guide to configuring Bind on Ubuntu to do the job.

If you’re using our VNS3 to provide the VPN connection then DNS forwarding can be handled by a container. We provide instructions and a download on GitHub.

This post originally appeared on the Cohesive Networks Blog

Update – Since I put together the Bind based container I came across Unbound courtesy of John Graham-Cumming, and if I was starting over I might well choose that instead of Bind.