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Woz Cites "Scary" Prius Acceleration Software Problem

theodp writes "Speaking at Discovery Forum 2010, Apple co-founder Steve Wozniak went off topic and spoke about a 'very scary' problem with his 2010 Toyota Prius. 'I don't get upset and teed off at things in life, except computers that don't work right,' said Woz, who went on to explain he'd been trying to get through to Toyota and the National Highway Transportation Safety Administration for three months, but could not get anyone to explore an alleged software-related acceleration problem. 'I have a new model that didn't get recalled,' Steve said. 'This new model has an accelerator that goes wild but only under certain conditions of cruise control. And I can repeat it over and over and over again — safely.' Toyota said it investigates all complaints. 'We're in the business of investigating complaints, assessing problems and finding remedies,' said Toyota's John Hanson. 'After man-years of exhaustive testing we have not found any evidence of an electronic [software] problem that would have led to unwanted acceleration.'" We recently discussed other problems Toyota has had with electronic acceleration systems.

749 comments

  1. Typical Customer Service Department attitude by renger · · Score: 5, Insightful
    Seems true in nearly all industries: The people they hire to staff customer service are so unqualified that they cannot recognize when the caller actually IS qualified. They have no procedures in place to rapidly escalate calls from customers who actually know more than they do.

    Businesses lose the opportunity to obtain knowledgeable input, because their call centers are staffed by low labor-cost morons. The need to identify technically savvy callers and hand-off those calls to comparably competent staff members.

    1. Re:Typical Customer Service Department attitude by Publikwerks · · Score: 3, Insightful

      Yes, but as someone who worked in customer service, the problem is that the ratio of users who know what their talking about vs those who THINK they know what their talking about is approx. 1,000,000 to 1.

    2. Re:Typical Customer Service Department attitude by eln · · Score: 5, Interesting

      The problem is the really competent people almost never actually call customer service, because they know better. 99.9% of the "experts" that call customer service are people who think they know a whole lot, and can talk a good game, but don't actually know what they're talking about. Also, first level techs are basically script-reading drones who get paid garbage wages for an essentially unskilled job. You can't expect people like that to accurately determine if someone is an expert or not.

      The end result is you would end up with a lot of people who sound like they know what they're talking about being escalated and wasting the time of your skilled (and highly paid) engineers.

    3. Re:Typical Customer Service Department attitude by Maxo-Texas · · Score: 5, Insightful

      This happened internally at my company.

      We had a problem and, unexpectedly, I figured out what it was instead of the appropriate department. They not only ignored the solution but tried every other possible solution before implementing the solution. And they are still (2 years later) pissy about it. The tools I used to solve the problem were disabled.

      I'm sure there is an entire department of Toyota people who would be very embarrassed that a person outside their department AND outside their company AND outside their business figured out the problem when they couldn't.

      But the same thing was true in both cases. Simple logic and noticing details. Woz debugged the problem. I debugged the problem. Most people just don't like to think logically and finely.

      I hope Toyota gets their head out of their posterior exit and listens to him. People have died over this issue (including a cop trained in emergency driving along with his wife and 2 kids).

      --
      She was like chocolate when she drank... semi-sweet at first and then increasingly bitter.
    4. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 5, Funny

      I think you mean 1 to 1000000.

    5. Re:Typical Customer Service Department attitude by torstenvl · · Score: 5, Funny

      Yes but as someone who reads Slashdot regularly, the problem is that the ratio of users who know how to use ratios vs those who THINK they know how to use ratios is approx. 1,000,000 to 1.

      Which wouldn't actually be a problem, except that you're the 1.

    6. Re:Typical Customer Service Department attitude by Xest · · Score: 5, Interesting

      Most customer service centres seem to be manned by people that would fail the Turing test.

      Last time I called Dell about a laptop that was completely dead, no power lights, no fans, they asked me what the error message on screen was and it took a few minutes to explain to them something as simple as the fact that I couldn't get an error message on screen because the laptop was dead.

      It was probably one of the most epic examples of human idiocy I have ever encountered. The worst part is that I understand these people are given little flow charts, or on screen wizards, so he must've managed to click past the first box that checked whether the system even turned on or not and then been incapable of handling the idea that my response didn't fit his next question.

      I don't even know why places like Dell even have customer services anymore really, they outsource because it's cheap, but the centres they outsource to are cheap because they're incompetent. They might as well drop the customer service lark altogether and save themselves even more, if I phoned Dell and got told by an automated message that customer service didn't exist anymore, it wouldn't have been any less helpful than the guy above that I did actually get through to.

    7. Re:Typical Customer Service Department attitude by Monkeedude1212 · · Score: 1

      This is true - but even the way its set up currently, those more competent staff members end up gaining this elitist attitude.

      My room mate works in a Call center for Tech support for a national (possibly international?) ISP/TV/Phone provider*. He has only been there say 4 months and he's already among the best reps and people go to him for help. With some certification, he could land a teir 2 position. There was a case about a month ago where a customer called in, and said "Your server is down". My buddy went through the regular motions of asking him what was wrong specifically etc etc. The email client wasn't working but he could connect to the internet, it throws an error code when he tries to access his mail. The same error code was thrown when the email server was down last time. My room mate immediately went to a Teir 2 tech and was like "Check this server". And the T2 argued with him for about 20 minutes about how he needs to do the motions and check the router and everything. At the end of it all, the T2 asked "How did you know this was out? We haven't even had any other requests about it!"

      And thats the kind of mentality that causes industries these problems. They wait for a certain amount of reports before actually investigating things. This company usually waits for 3 or 4 requests of internet connectivity problems before investigating for an outage in the area.

      *I'm trying to be as ambiguous as possible, Never know who reads this stuff.

    8. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 2, Funny

      So having a million knowledgeable users for every one user who just thinks he knows what he's talking about is a problem? I suspect you need some remediation on how to express ratios. Or maybe that really is just your customer-service attitude coming thru again.

    9. Re:Typical Customer Service Department attitude by Average_Joe_Sixpack · · Score: 1

      It would be naive to think that Toyota doesn't know the true nature of the issue. Likely long before it started hitting the front pages.

    10. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      I too think you mean 1 to 1000000.

      I will refrain to make jokes on your competence as related to job description. Mostly because I can't decide how to pitch it the funniest way.

    11. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      The problem is the really competent people almost never actually call customer service, because they know better. 99.9% of the "experts" that call customer service are people who think they know a whole lot, and can talk a good game, but don't actually know what they're talking about. Also, first level techs are basically script-reading drones who get paid garbage wages for an essentially unskilled job. You can't expect people like that to accurately determine if someone is an expert or not.

      The end result is you would end up with a lot of people who sound like they know what they're talking about being escalated and wasting the time of your skilled (and highly paid) engineers.


      Nailed it on the head! It's like what happens when there's a problem with our machines here in the office. If something odd starts happening, it's easier for me to spend the 5-60 minutes to investigate the problem and find a solution myself than it is to call the help desk. I've had coworkers tell me that I'm "wasting time" by not calling the helpdesk. Yet while they're still sitting there waiting for the helpdesk to get back to them, I've sorted out the problem myself and am back to work again.

    12. Re:Typical Customer Service Department attitude by Colin+Smith · · Score: 0, Flamebait

      low labor-cost morons.

      Way to categorize thousands of people you've never met, you fucking psychopath.

       

      --
      Deleted
    13. Re:Typical Customer Service Department attitude by FlyingBishop · · Score: 1

      Which is the best way to handle things. It sucks for the person who knows they're right, and is right, but 9/10 times, the person is wrong, and the problem is in fact localized.

      You allow these things to escalate quickly, you end up with people getting paid $30/hour to tell people to plug in their machines.

      Really, the issue is that phone is a terrible way communicate this sort of information. Chat, Email, and Wikis allow much more concise and effective means of debugging.

    14. Re:Typical Customer Service Department attitude by Hognoxious · · Score: 1

      True, but one in a million chances can happen. Probably not actually true, but it shows you never know until you collect some data.

      --
      Confucius say, "Find worm in apple - bad. Find half a worm - worse."
    15. Re:Typical Customer Service Department attitude by Glonoinha · · Score: 3, Funny

      Here's a clue this particular caller might have known what he was talking about : his said 'Hi, my name is Steve Jobs.'

      --
      Glonoinha the MebiByte Slayer
    16. Re:Typical Customer Service Department attitude by Glonoinha · · Score: 4, Funny

      Whoops - just read TFA. He's the other Apple guy. But close enough.
      I wonder if the help desk at Toyota is hiring, because I just passed their test.

      --
      Glonoinha the MebiByte Slayer
    17. Re:Typical Customer Service Department attitude by Publikwerks · · Score: 4, Funny

      Yes I did. I have no doubt, however, that I will be continued to be corrected throughout this thread. It is my destiny, and I can accept that.

    18. Re:Typical Customer Service Department attitude by Glonoinha · · Score: 1

      Actually that behavior is codified in ITIL.
      The first report of a problem is an incident.
      Multiple reports of the same problem constitute an issue.

      First tier support staff handle incidents.
      The big dogs in the back handle issues.

      --
      Glonoinha the MebiByte Slayer
    19. Re:Typical Customer Service Department attitude by Publikwerks · · Score: 5, Funny

      Sweet, the biggest blunder of the thread no longer belong to me!

    20. Re:Typical Customer Service Department attitude by Bill_the_Engineer · · Score: 2, Insightful

      Even better if he said 'Hi, my name is Steve Wozniak.'

      --
      These comments are my own and do not necessarily reflect the views or opinions of my employer or colleagues...
    21. Re:Typical Customer Service Department attitude by Monkeedude1212 · · Score: 1

      If someone uses specific language though, like "Throws an error code" - They obviously have some technical knowledge, usually in computer programming. Now, most computer programmers (though not all) also have some pretty good knowledge when it comes to computers. I think it would be safe to say that if someone called in talking like that, they probably have done a fair bit of trouble shooting before hand, in which case, you can "check" but it'll only take seconds instead of minutes. "Did you reboot the router? kay, Lights are on? kay, got an IP? kay, dns resolving? kay, tried a winsock reset? kay, I'm taking you up to someone who can help you".

    22. Re:Typical Customer Service Department attitude by mmarlett · · Score: 1

      Ratio errors and ridiculous hyperbole aside, when the Woz calls to tell you that you've got a problem, you've got a problem. It may be, ahem, 1 to 1,000,000, but there is still one you have to listen to.

    23. Re:Typical Customer Service Department attitude by jcr · · Score: 1

      Where do you work, and is your company publicly traded?

      -jcr

      --
      The only title of honor that a tyrant can grant is "Enemy of the State."
    24. Re:Typical Customer Service Department attitude by Monkeedude1212 · · Score: 1

      So why is the system set up that if a First tier support staff and a customer can identify an issue they have to wait for more people to call in for it to be resolved?

      I'm just saying, its not a highly efficient system. What if it takes an hour for enough people to call in? That (or more) customers are left hanging with some BS line that says "We can't fix it" even if the customer is TELLING you the problem.

    25. Re:Typical Customer Service Department attitude by Mashdar · · Score: 0, Redundant

      Is your reversal of ratio order a joke? You said the ratio of X to Y is Y:X, which is ironic given X and Y :D Intentional?

    26. Re:Typical Customer Service Department attitude by mwvdlee · · Score: 1

      One in a million chances happen quite frequently in lotteries.

      --
      Slashdot social media options: AIM, ICQ, Yahoo, Jabber and Mobile Text. Why no MySpace?
    27. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      That really amazes me, but I've never worked in a big corporate environment.

      I've gone back and forth with a small software library vendor several times about bugs. I know what I'm talking about, I can usually provide useful, sometimes very specific information, and so I talk to the main programmer and we get the bug fixed. That's how things should work.

      It's sad that when things scale up, it rapidly becomes a Faceless Corporate Entity, rather than a collection of human beings. Dunno how to fix that.

    28. Re:Typical Customer Service Department attitude by BobMcD · · Score: 1

      If it takes an hour for enough people to report then the system probably isn't all that critical.

    29. Re:Typical Customer Service Department attitude by timster · · Score: 1

      No, it would be naive to think that Toyota knows anything. Most likely clueless management has been presented with some PowerPoint presentation with slides like the infamous Columbia one: http://www.edwardtufte.com/bboard/q-and-a-fetch-msg?msg_id=0001yB and drew the conclusions that they wanted to draw.

      I'm sure someone in the engineering department has known the truth for years, but they likely lost the political battle to bring the message to management clearly.

      --
      I have seen the future, and it is inconvenient.
    30. Re:Typical Customer Service Department attitude by snowraver1 · · Score: 1

      No they don't. The chance that someone will win the lottery is closer to 1:1 (depending on the lottery).

      --
      Copyright 2010. All rights reserved. This comment may not be copied in any way including, but not limited to caching.
    31. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      +1

    32. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      Why not just forward all calls to tier 2 then? Or maybe to the engineers? Tier 1's job to is triage problems, like it or not.

    33. Re:Typical Customer Service Department attitude by BronsCon · · Score: 1

      I think he was referring to the morons who outsource because it reduces labor cost.

      Way to jump the gun and needlessly judge someone you've never met, you fucking psychopath.

      --
      APK quotes people (including myself) without context and should not be trusted. Just thought you should know.
    34. Re:Typical Customer Service Department attitude by squizzar · · Score: 2, Interesting

      I tried to get a dell monitor fixed under warranty. Helpfully it has the date of manufacture on the sticker next to the serial code. Unhelpfully the serial code was not recognized by Dell's systems. Cue angry (and fruitless) shouting that I couldn't really care less whether it's on their system, it's a Dell Monitor (says so in big letters on the front and back), and it's in warranty. Fortunately someone else at my work had had the same problem (power button jams) and fixed it before I had to go another round with their customer service.

    35. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      Reread the order of the GPP's values.

    36. Re:Typical Customer Service Department attitude by Monkeedude1212 · · Score: 1

      Well, I'd be about as ticked off as Steve Woz. Though in his case they simply dismissed it and haven't fixed it.

    37. Re:Typical Customer Service Department attitude by Jim+Hall · · Score: 2, Funny

      It was probably one of the most epic examples of human idiocy I have ever encountered. The worst part is that I understand these people are given little flow charts, or on screen wizards, so he must've managed to click past the first box that checked whether the system even turned on or not and then been incapable of handling the idea that my response didn't fit his next question.

      Years ago, a falling tree branch took out the phone line to our house. I didn't have a cell phone at the time, so I walked down the block to the convenience store, and called the phone company.

      The person on the other end of the line was clearly reading from a script, and tried to ask a littany of questions about the quality of the sound over the line, ignoring my repeated attempts to say that the phone line was now lying - disconnected - in my back yard. Eventually figured out my phone line wasn't hooked up, then got suspicious, asking how it was possible that my phone line was disconnected if I was calling them about it. "Because I'm calling from a payphone down the street."

      Still took about a day to repair.

    38. Re:Typical Customer Service Department attitude by Lumpy · · Score: 3, Interesting

      I did the same thing at comcast before I left.

      I embarassed an entire divisional Office. they were still talking about how to approach the problem and I produced a working prototype to the CTO in their meeting. He berated the other office of 8 that could not even get started on a project that I solved on my own in 1 week.

      They still hate me to this day, and I've been gone for 4 years.

      --
      Do not look at laser with remaining good eye.
    39. Re:Typical Customer Service Department attitude by iamhassi · · Score: 5, Interesting

      "Last time I called Dell about a laptop that was completely dead, no power lights, no fans, they asked me what the error message on screen was and it took a few minutes to explain to them something as simple as the fact that I couldn't get an error message on screen because the laptop was dead."

      Next time you call support take a video, it might be the next "verizon math fail" with 30,000+ hits. All that bad press over $71.

      I had a problem with a Whirlpool wash machine. It was a few years old and the warranty expired, but I took a video of the problem and posted it on Youtube. Within a week and less than 50 views I had an email from someone claiming to be whirlpool offering to help resolve the situation with a 800 number and extension attached.

      I use to work tech support for a huge hosting provider (they're in the top 5). We'd get threats of lawsuits every day, but one time someone blogged about us and management had an all hands meeting, telling us to ignore lawsuits because those are easy to fight but if a customer threatens to blog about us to escalate to a manager immediately (usually we could only offer manager call backs... yes i know stupid).

      People forget how powerful the internet is yet we see the effects of millions of /. readers every day.

      --
      my karma will be here long after I'm gone
    40. Re:Typical Customer Service Department attitude by BobMcD · · Score: 1

      There's a question about whether or not it only happens during already-unsafe speeds. That could be why...

    41. Re:Typical Customer Service Department attitude by Dishevel · · Score: 5, Funny

      Yes I did. I have no doubt, however, that I will be continued to be corrected throughout this thread. It is my destiny, and I can accept that.

      I will correct your statement that you can accept that. I believe that you in fact can not accept being corrected constantly. Unless you are married. But this is /.

      --
      Why is it so hard to only have politicians for a few years, then have them go away?
    42. Re:Typical Customer Service Department attitude by TheRaven64 · · Score: 3, Insightful

      There is a more general problem: Why do companies employ people whose only job is to relay communication between their customers and the web? If the workflow is that rigid, just put it online. Let me connect to the web, answer the questions, and get the repair authorised without interacting with a human at all. No human is required because no judgement is being exercised. Then, with the money you save, hire twice as many humans for the second-tier support positions, where judgement is required.

      --
      I am TheRaven on Soylent News
    43. Re:Typical Customer Service Department attitude by ByOhTek · · Score: 3, Insightful

      And while Woz is known in computer geek circles, why should some random 9-to-5er paid-hourly desk jockey in a car company know who the hell he is?

      --
      Self proclaimed typo king, and inventor of the bear destroying coffee table (patent not pending).
    44. Re:Typical Customer Service Department attitude by FrozenGeek · · Score: 1

      Or maybe not. When I did phone support (never again), most of our reps were young and not technically inclined. That being the case today, most reps probably have no idea who Steve Wozniak is. They are probably more likely to know of Steve Jobs. That said, would they necessarily believe that they were actually talking to THE Steve Jobs? Probably not.

      --
      linquendum tondere
    45. Re:Typical Customer Service Department attitude by cvtan · · Score: 1, Flamebait

      Excuse me, but Woz does not "understand the problem", he simply experienced it. He says he can duplicate the problem at will, but doesn't say how. Anyway, my wife's 2007 Prius runs fine. Boring, but fine.

      --
      Sorry, but gray text on gray background is making my eyes bleed.
    46. Re:Typical Customer Service Department attitude by Publikwerks · · Score: 5, Insightful

      Haha, I am married. And I'm corrected constantly because, as I have learned, I am always wrong.

    47. Re:Typical Customer Service Department attitude by InterruptDescriptorT · · Score: 2, Funny

      why should some random 9-to-5er paid-hourly desk jockey in a car company know who the hell he is?

      Because he was on Dancing With The Stars! Doesn't everybody watch that show?

      --
      Karma: Excellent Birds (mostly as a result of listening to Laurie Anderson)
    48. Re:Typical Customer Service Department attitude by meatplow · · Score: 1

      If only I had mod points.
      +1 A Truth in Business

      "Hope that your mistakes aren't found out, and if they are: Deny (Plausible Deniability makes the world go round)"


      .

    49. Re:Typical Customer Service Department attitude by tsstahl · · Score: 4, Insightful

      Most people just don't like to think logically and finely.

      Most often the troubleshooter is simply too close to the problem. You are describing logical troubleshooting of how the system actually works, they are working from the perspective of how it is supposed to work. The great engineers know how to think like idiots. Great engineers also recognize competence no matter the source. :)

    50. Re:Typical Customer Service Department attitude by dAzED1 · · Score: 1

      I'm pretty sure he did actually mean to say a million people could do it for every 1 that couldn't, but that the gp just happened to be the 1 that couldn't. Meaning, it was a rebuke to the poster in specific, versus a rebuke to slashdotters in general.

    51. Re:Typical Customer Service Department attitude by plague3106 · · Score: 1

      What is your definintion of an "unsafe speed?"

    52. Re:Typical Customer Service Department attitude by UnknowingFool · · Score: 5, Insightful

      People complain why Apples are more expensive, and this is just one reason. If I have a problem with an Apple product, I can take it to an Apple store. Sure I have to make a reservation and wait, but I get a live person. I could have called the support center and got a script, but the extra I paid for my Apple product entitles me to in-store support.

      For example, my iPhone just died one day. It never turned on. At first I thought it was not charged, but after 20 mins of charging, it still didn't respond. So I thought it could be the battery. The tech asks me what's wrong with the phone. I respond: "It's dead, Jim." He laughs and hooks it up to his diagnostic machine. It takes him a while to get it to power up but not after he removed parts.

      Amazingly the iPhone records a lot about its activities. I could see on his diagnostic screen all the times I synced in the last two weeks, how often I charged it and for how long, etc. His diagnosis is the phone wasn't coming out of sleep mode but it had plenty of power. There was a bug that they believed they fixed in the last major patch that should have fixed it, but maybe they didn't fix all the causes. Since I had 3 months left on my warranty, he gave me a new phone. I'm sure it was refurbished and not entirely new but it was pretty good service.

      --
      Well, there's spam egg sausage and spam, that's not got much spam in it.
    53. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      You may read Slashdot regularly, but you didn't read that post correctly...

    54. Re:Typical Customer Service Department attitude by plague3106 · · Score: 1

      Ya, because smart people would settle for such a low paying job. Retard.

    55. Re:Typical Customer Service Department attitude by SvnLyrBrto · · Score: 2, Informative

      Back in college, I worked outsourced tier-1 tech support for a major US computer manufacturer one summer. This was before long-distance telephone got so cheap that all that was shipped out to India. Actually, I didn't even last the whole summer it was so terrible a job. There are a few things to remember when calling tech support:

      1)
      The tier-1 people aren't going through those scripts just to frustrate you. They're doing it because they're required to do so and a supervisor could be listening in live or to the recorded call later. If you deviate from the procedure, you could lose your job. So, even if you know exactly what is wrong and exactly how to fix it, you HAVE TO go through the litany of "Is it plugged in?", "Now press the power button", etc.

      2)
      The companies that do outsourced tier-1 support are paid by... and therefore employees are evaluated by... the number of calls precessed per hour. They are NOT paid by whether or not the caller problem is resolved. If a caller hangs up in frustration, that counts as a processed call. If you can subtly goad the caller into swearing (Even a "hell" will do.) you can dump the call as abusive and count it as processed. If you spend half an hour actually troubleshooting and fixing the caller's problem, that's only ONE call processed in the time you're expected to process six. Escalating the caller to a tier-2 tech does NOT count as a processed call.

      3)
      The vast bulk of people who call tech support really ARE mouth-breathing idiots who don't understand that you have to plug everything in and turn the computer on for it to work.

      --
      Imagine all the people...
    56. Re:Typical Customer Service Department attitude by maxwell+demon · · Score: 1

      Nailed it on the head! It's like what happens when there's a problem with our machines here in the office. If something odd starts happening, it's easier for me to spend the 5-60 minutes to investigate the problem and find a solution myself than it is to call the help desk. I've had coworkers tell me that I'm "wasting time" by not calling the helpdesk. Yet while they're still sitting there waiting for the helpdesk to get back to them, I've sorted out the problem myself and am back to work again.

      Well, if your coworkers just sit there and do nothing while they are waiting for the help desk to call back, then yes, they are wasting more time. However, since waiting for the help desk to call back usually doesn't take much brain power, you most likely can actually use that time.

      --
      The Tao of math: The numbers you can count are not the real numbers.
    57. Re:Typical Customer Service Department attitude by quadrox · · Score: 4, Funny

      No you're not always wrong!

    58. Re:Typical Customer Service Department attitude by gtall · · Score: 1

      I hope your idea catches on big time. It will provide the fuel my new company will need:

      "Having trouble talking to a company phone drone about a technical problem? For $19.99 in small bills we'll send you our Talk Technical DVD. You will be able to throw terms like, 'your software is throwing error code 0x3423'.

      Our Talk Technical course will teach you computer terms, phone terms, cable terms, and HD TV terms. There is no need to understand the complicated basis for these terms in order to use them like a pro.

      Don't be a patsy, get tough, get technical!"

    59. Re:Typical Customer Service Department attitude by vrt3 · · Score: 5, Insightful

      Knowing how to reliably reproduce a problem generally goes a *very* long way towards finding the cause of the problem and eventually the solution.

      --
      This sig under construction. Please check back later.
    60. Re:Typical Customer Service Department attitude by BobMcD · · Score: 1
    61. Re:Typical Customer Service Department attitude by Foolicious · · Score: 1

      This is all well and good until you then recognize that better customer service costs more. Are you willing to pay more for better customer service? It's easy to exclaim "Yes!" on a stupid internet posting, but the vast majority of people's actions belie this. Cost is king.

      --
      Please don't use "umm" or "err" or "erm".
    62. Re:Typical Customer Service Department attitude by Bill_the_Engineer · · Score: 1

      You're correct. I was mostly pointing out that it was 'Woz' and not Jobs in the article.

      Now if your tech reps were part of the demographic that watches the Bravo network, they would think that Wozniak was just Kathy Griffin's ex-boyfriend.

      --
      These comments are my own and do not necessarily reflect the views or opinions of my employer or colleagues...
    63. Re:Typical Customer Service Department attitude by lxs · · Score: 1

      If we start reading posts it's the thin end of the wedge. Before you know it we'll actually start RTFA. We can't have that now can we?

    64. Re:Typical Customer Service Department attitude by tlhIngan · · Score: 1

      Seems true in nearly all industries: The people they hire to staff customer service are so unqualified that they cannot recognize when the caller actually IS qualified. They have no procedures in place to rapidly escalate calls from customers who actually know more than they do.
      Businesses lose the opportunity to obtain knowledgeable input, because their call centers are staffed by low labor-cost morons. The need to identify technically savvy callers and hand-off those calls to comparably competent staff members.

      Two sides to the issue.

      1) Most so-called experts aren't. If you handled calls, you'll get people who insist they're smarter than you because they got a Ph.D. in rocket science or is a doctor. Also, the smart ones tend to have found the solution to their problem already through a bit of Googling, and thus never call tech support in the first place. The leftovers are the ones needing warranty service, and rest of the crowd who can't Google.

      2) Experts do dumb things. There are many times I've fixed problems for other people that were so brain-dead simple, you wonder why they never bothered doing the check in the first place. Stuff like the power cable working itself loose, loose network cables making intermittent connections, etc. "My computer doesn't work" "Is it plugged in?" "Yes". I walk over, bump the power cable, and either the plug comes flying out of the rat's nest, or the other end pops cleanly off the computer. It happens with surprising frequency.

      For every Steve Wozniak who comes to you with a technical issue and solution, there's a million more "experts" claiming something is defective. I've resigned myself to following Tier 1 instructions whenever I need a warranty replacement - it saves the hassles of fighting with Tier 1, gets through the script quicker, and increases your chance of getting to Tier 2 who can do stuff. Tier 1 is script reading - it's annoying, but the faster you get through it, the quicker you can get your problem resolved. And hell, if it was something stupid like a cable not plugged in (or not connected properly), you just saved yourself some embarassment in front of the Tier 1 by arguing it can't be the cable.

    65. Re:Typical Customer Service Department attitude by mhwombat · · Score: 1

      I think you meant "they're" instead of "their".

    66. Re:Typical Customer Service Department attitude by thebian · · Score: 2, Interesting

      The sad thing about office politics is that the people who are best at it often rise to the highest levels.

      The trouble is inherent in the bureaucracy of big organizations. The company, government agency or whatever, is too big to be managed by one person, so the big boss has to rely on little bosses, and the little bosses who sound the best at meetings always win.

      You, the little guy who hasn't risen to your level of incompetence cannot be caught making your little boss, or some other little boss on her way up, bad. They'll get even with you, and you'll never know how.

    67. Re:Typical Customer Service Department attitude by Jurily · · Score: 1

      The people they hire to staff customer service are so unqualified that they cannot recognize when the caller actually IS qualified.

      In a helpdesk call, the product of the IQ's is constant.

    68. Re:Typical Customer Service Department attitude by The+Archon+V2.0 · · Score: 1

      Or maybe not. When I did phone support (never again), most of our reps were young and not technically inclined.

      When I did phone support (EDS for HP pre-buyout - and yes, never again), our reps were a mix of young and older. The older set had a few middle-aged men (laid-off laborers, usually) but were mostly housewives. Technical experience in both age groups? Little to none. People with actual skill got the hell out ASAP if they weren't driven out for spending time trying to fix problems rather than increase company revenue by taking more calls. The general rule our boss handed down was that to keep call times low, if you hit 20 minutes without a problem resolution, tell the person to go out and buy a cable. Didn't matter what cable - power, USB, video, power bar, extension cord, etc. Just something to get them off the phone for an hour or so. Two short phone calls means twice the revenue of a long one, and three means three times the revenue.

      That said, would they necessarily believe that they were actually talking to THE Steve Jobs? Probably not.

      Given the sheer number of liars your average phone support slave talks to in a day, more like 'hell no'. Hundreds of "I didn't do anything!" that are always "I didn't do anything except install a game off Limewire/open the printer and pull this plastic thing out/plug this extra wire thing into this extra pin thing because I'm a tech and I know that everything in a computer needs to be plugged in".

      Really, if everyone I ever spoke to doing phone support told the truth, I'd have been murdered twice, on the front page of the New York Times for my horrible behavior (no, seriously, claimed he was best friends with 'the editor'), and in jail for raping some woman's grandson (because you can rape someone over the phone by telling them that taking tin snips to their computer voids their warranty and no we're not gonna fix it).

    69. Re:Typical Customer Service Department attitude by mhwombat · · Score: 1

      That would probably make you and me happier. It wouldn't make, for instance, my mother happier and it would mean my grandmother would not contact them at all. /. is a biased sample - a lot of people prefer to talk to a human. And I have to to admit that as moronic as first level support can be in some cases, computers can be more so and can get hung up on even stupider conversational details.

    70. Re:Typical Customer Service Department attitude by Aceticon · · Score: 1

      Hurray!

      We found the one slashdotter in a millions that both knowns how to use rations and thinks he knows how to use ratios!!!

    71. Re:Typical Customer Service Department attitude by mrdoogee · · Score: 3, Insightful

      You jest, but I'd say that among the general populace, Woz is now more famous for having dated Kathy Griffin and being a contestant on "Dancing..." than for inventing the personal computer. Part of it is his easygoing demeanor, he doesn't grab attention like Jobs does, and never got quite as rich as Gates did. The other part is of course that the general populace are mouth breathing troglodytes who don't even understand how their computers work, much less that there are highly intelligent people who invented them.

      Ranting aside, this should have been addressed by Toyota whether it was Woz, or Jim-Bob from West Virginia reporting it.

    72. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      Seems true in nearly all industries: The people they hire to staff customer service are so unqualified that they cannot recognize when the caller actually IS qualified. They have no procedures in place to rapidly escalate calls from customers who actually know more than they do.

      Businesses lose the opportunity to obtain knowledgeable input, because their call centers are staffed by low labor-cost morons. The need to identify technically savvy callers and hand-off those calls to comparably competent staff members.

      It's not that they can't recognize that the caller is qualified, it's that they aren't given the power to do anything other than follow their script/notes.

    73. Re:Typical Customer Service Department attitude by biryokumaru · · Score: 2, Funny

      Who's Kathy Griffin?

      --
      When you're afraid to download music illegally in your own home, then the terrorists have won!
    74. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      What if your computer is dead? Not all customers are as savvy as even your average Slashdot reader.

      What they need to do is spend more on the support, and get less of it (thus keeping around the same cost). People will wait longer, and get frustrated, but when they get the better support, then they will be happier. Besides, the better people would finish things sooner than the average outsourced employee (I lose track of how many times I have to say "could you repeat that" in outsourced examples). It should also correct a lot of false fixes.

    75. Re:Typical Customer Service Department attitude by blair1q · · Score: 1

      But now that Woz says there's a bug you know there's a bug, so how boring is your next ride in your wife's Prius going to be?

    76. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      And thats the kind of mentality that causes industries these problems. They wait for a certain amount of reports before actually investigating things. This company usually waits for 3 or 4 requests of internet connectivity problems before investigating for an outage in the area.

      But the real problem is that if you're a decent sized ISP, there's ALWAYS someone with a misconfigured firewall, an unplugged router, etc. There's a good reason to check everything BUT the server first, especially if noone else is calling about the server being down - because it probably isn't.

    77. Re:Typical Customer Service Department attitude by FlyingBishop · · Score: 1

      Everyone forgets to check the basic shit occasionally, even technically skilled people. Especially at home when you just want to watch a movie or whatever.

    78. Re:Typical Customer Service Department attitude by serbanp · · Score: 1

      Anyway, my wife's 2007 Prius runs fine. Boring, but fine.

      Did you really checked it? I'm pretty sure that your 2007 Prius has the same issue Woz is talking about. It involves increasing the car's speed using the cruise control. When you reach 83-84mph, watch out, 'cos one more button press will cause your car to go into WOT.

    79. Re:Typical Customer Service Department attitude by Gilmoure · · Score: 3, Funny

      Shoulda' said he was the Izard of Woz. That woulda' got their attention.

      --
      I drank what? -- Socrates
    80. Re:Typical Customer Service Department attitude by blair1q · · Score: 1

      > Most customer service centres seem to be manned by people that would fail the Turing test.

      "Do," not "would."

      A human being following a script instead of thinking and saying what he knows automatically fails the Turing test. You're not talking to a person. You're talking to a 3-ring binder.

      On the first instance where the 3-ring binder fails to address my problem correctly, I say "please elevate this," and I keep saying it until I get to someone who knows what they're talking about. And so on and so forth.

      It works, sometimes.

      I ended up discussing battery-recharging issues with the CEO of a not unpopular computer mouse company once.

      But mostly you reach the "I need to speak to a VP about his organization and the institutional attitude he's created regarding customers and quality" state and suddenly nobody has access to a phone number, or has orders never to release it.

    81. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      And the fact that someone was so quick to pick him up on the ratio proves his point, and makes a totally different point about the average /.'s ability to recognise humour when maths are involved :)

    82. Re:Typical Customer Service Department attitude by TheCycoONE · · Score: 1
    83. Re:Typical Customer Service Department attitude by blair1q · · Score: 2, Informative

      Then you get the flipside: the online troubleshooting site is the only thing you can find under "contact." No way to get past the lack of an answer in the database to find a phone number, email address, or submission form.

      Most online content providers do this. Google, Yahoo, ESPN, are a few I can think of off the top of my head. The closest you'll ever get is to luck into a "feedback" widget meant to collect impressions about their web design on a particular page. But those are likely linked to a database on a server they haven't logged into in years. It's semi-understandable in those cases. They provide content for nothing, so there's no profit margin in taking complaints, especially when 99% of all contacts will be spam or attempted denial-of-service attacks. Of course, broken content is a problem, so it costs them more to leave it broken than to fix it, but they still don't see the need to have a service organization to deal with it.

      But when companies who sell expensive products they have presumably paid a lot of money to test do this, it's just business suicide.

    84. Re:Typical Customer Service Department attitude by blair1q · · Score: 1

      Okay, maybe not "most". "Many".

    85. Re:Typical Customer Service Department attitude by StikyPad · · Score: 2, Insightful

      That's a bit of a straw man. It's generally Macs that are considered to be overpriced; The iPhone is about evenly priced with competitive models.

      As far as hardware issues, any idiot can replace a product, which is the "solution" for 99% of technical problems. Note that it's not actually a solution; it's just more economical than diagnosing the real problem.

      For software, Apple, being the author of their own OS, are a bit more knowledgeable about OS-X than a Dell representative might be about Windows. But that said, trivial OS issues are not within the domain of problems I want or need help with, therefore the "support" I'm paying for is little more than a subsidy for ignorant customers.

      I'm not anti-Apple per se. I've got two iPhones -- one of which I've managed to brick and resurrect -- and I wouldn't trade them for any other phones on the market right now. At the same time, I'd never buy a Mac, especially a desktop model, and price is but one of the many reasons.

    86. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      I need to get on slashdot and Copy this into my signature!

    87. Re:Typical Customer Service Department attitude by The+Archon+V2.0 · · Score: 1

      If someone uses specific language though, like "Throws an error code" - They obviously have some technical knowledge, usually in computer programming.

      (Insert hardware joke here.)

      I've had people who can talk the talk but for whatever reason can't walk the walk. The unfortunate thing is that:
      1) a large number of people are idiots
      2) a large number of people sound like idiots
      3) the overlap isn't perfect. Almost, but not quite.
      4) It's YOUR ass that gets burned if you fall for one of the corner cases and escalate a mundane issue.

      When the guy who signs your paycheque and told you to never trust anyone asks you why you trusted someone and cost the company money as a result, "because he sounded smart" doesn't fly as an excuse.

    88. Re:Typical Customer Service Department attitude by David_W · · Score: 1

      Verging off topic here, but that reminds me of one of my more amusing (and pleasant) experiences with Comcast's tech support back when they were my ISP. I called in, and one of the first questions is "What OS are you using?". Already prepared for the "well, we don't support that" I answered FreeBSD (which is correct in that my internet-facing machine does run FreeBSD). The tech responds with "Oh, well in that case you probably know more than I do, so I'll pass you straight to level 2." If only it always worked that way...

    89. Re:Typical Customer Service Department attitude by sdpuppy · · Score: 1

      fails to address my problem correctly, I say "please elevate this," and I keep saying it

      ...but sometimes to get action you need to say the correct word, which varies from one company to another.

      For example, with Verizon, you need to say "please escalate this"

      Some companies have escalators to the next level, some have elevators.

    90. Re:Typical Customer Service Department attitude by delinear · · Score: 1

      Actually they happen quite frequently. Million to one chances succeed nine times out of ten.

    91. Re:Typical Customer Service Department attitude by Beardo+the+Bearded · · Score: 1

      I like that story.

      In computing, a one-in-a-million chance happens every second. This is true with any embedded systems controlling your car.

      This isn't limited to Toyota, mark my words. Mustangs have had the same problem for years, and they blamed that on floormats too. IIRC, the controllers are all outsourced to one company.

      Motorola, which, thinking about it, has also fucked up the HDCP code on their cable boxes...

      --

      ---
      ECHELON is a government program to find words like bomb, jihad, plutonium, assassinate, and anarchy.
    92. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      Businesses lose the opportunity to obtain knowledgeable input, because their call centers are staffed by low labor-cost morons.

      That's because most businesses' executive groups are staffed by high labor-cost morons.

    93. Re:Typical Customer Service Department attitude by Maxo-Texas · · Score: 1

      Since Dilbert and management books talk about the issue regularly, you can assume it is true for 99% of publicly traded companies.

      --
      She was like chocolate when she drank... semi-sweet at first and then increasingly bitter.
    94. Re:Typical Customer Service Department attitude by ironicsky · · Score: 1

      I've been in call centers for about 10 years now... Unless the caller can prove to me without a shadow of a doubt that they know more than I do, I treat them like they know nothing. 10 years of people telling me they are MCSE's, CCNA's, and other fancy titles not being able to find the network settings on their computer have taught me to trust no one.

      I'm sure it goes for these guys too, they have people telling them they are trade auto mechanics not being able to determine that yes, your car is indeed out of oil and refusing to listen to the nice person on the phone asking them to check the dip stick.

    95. Re:Typical Customer Service Department attitude by delinear · · Score: 1

      Of course, in the 5-60 minutes that you're fiddling about with stuff, they could be doing some actual work. Getting stuff done now isn't always the same as being efficient. Unless they have absolutely zero work that can be done while they're waiting, the average person would probably be better off leaving it to the professionals to figure out the problem.

    96. Re:Typical Customer Service Department attitude by SBrach · · Score: 1

      When you reach 83-84mph, watch out, 'cos one more button press will cause your car to go into WOT. But this is a prius we are talking about. So at 84mph to go WOT the pedal has to make its way back through the floorboard into the cabin right?

    97. Re:Typical Customer Service Department attitude by mrdoogee · · Score: 3, Insightful

      Not to mention that virtually every "scripted" support dept. will file your ticket in the "pile of perpetual ignorance" if the problem isn't easy to reproduce. Its an easy out for a lazy service dept. "Well, we couldn't reproduce the problem, so you must be a liar. Thanks for calling!"

    98. Re:Typical Customer Service Department attitude by rah1420 · · Score: 1

      I thought I was wrong once, but I was mistaken.

      --
      Mit der Dummheit kämpfen Götter selbst vergebens.
    99. Re:Typical Customer Service Department attitude by gigne · · Score: 1

      I learned this lesson the hard way. Yes, you can be excellent and dedicated at your job, but if that involves making everyone else look like lazy/stupid idiots, you are better off either: a) not bothering and keeping your head down b) Do it anyway and hang out after the meeting to present the work.

      I lost 1 job and lots of friends by making some people look like the idiots they are. My current job is going the same way as I generally get stuff done instead of having a meeting to talk about the meeting to talk about the issue. There are a couple of guys in our place that work in a similar way... action instead of words, be we are generally looked upon as troublemakers.

      It sucks being technically inclined, analytical and ambitious. It's a combination guaranteed to either make you, or ruin you.

      --
      Signature v3.0, now with 42% less memory usage.
    100. Re:Typical Customer Service Department attitude by clong83 · · Score: 1

      I had a similar problem once. In Oklahoma, we had a terrible thunderstorm one day and our power was out for over a week. When it finally came back on, we noticed when we turned the TV on that the cable was out. So, I called the cable company. I told them our cable went out in the storm, and we needed to get it repaired.

      They repeatedly claimed that wasn't true, because they had received no previous calls about our cable being out, and no other calls about cable being out in our neighborhood. They actually told me my cable was working! My comments that we had not had any power for over a week were completely ignored... It took at least ten minutes with them before they finally agreed to send someone out "to check on it".

    101. Re:Typical Customer Service Department attitude by Yamata+no+Orochi · · Score: 1

      (power button jams)

      rofl

    102. Re:Typical Customer Service Department attitude by Golddess · · Score: 1

      Meg's evil twin?

      --
      "I'm not sure I like the fugnutish tone you used in your post!" -RogL (608926)-
    103. Re:Typical Customer Service Department attitude by mdarksbane · · Score: 1

      You know, just because it's important to notice when you *do* get good support, I'm going to have to give my local ISP Embarq (now CenturyLink, I guess) some props for having overall good support. I have never waited on hold for more than a few minutes, I had no trouble escalating the problem when I showed that I was generally competent, and they have resolved all of my issues quickly and with minimum of fuss.

      Granted, their tier 1 guy did once tell me to reverse my ethernet cable to unclog it, but for all that I laugh at that story I spent less time getting past that idiot than I ever did getting to a useful level of support with Time Warner.

    104. Re:Typical Customer Service Department attitude by adisakp · · Score: 1

      Most customer service centres seem to be manned by people that would fail the Turing test.

      That's because they actually are not trained to act as an intelligent being. Rather they are given a script and flowchart. They have been reduced to nothing more than a speech recognition device for the customer-response program. Even their replies if you get angry or upset are scripted.

      Example:

      Customer Service: (spoken with a heavy foreign dialect): "Our products are very reliable and only a few people experience problems with them. Did you try unplugging the cable and waiting 30 seconds before replugging the cable in".

      Angry Customer: "Listen, I told you the thing exploded and caused a fire"

      Customer Service: "Did you try unplugging the cable and waiting 30 seconds before replugging the cable in"

      Angry Customer: "That's what they told me to do last time when I called and told them it froze up and I thought it was overheating. It worked for ten minutes before it nuked itself and burned down my house!"

      Customer Service: "I am very sorry that you continue to have a problem with our product. But I see you have called before and used up all your free support. In order to help you with your product I will have to refer you to another number which will charge a small fee to help you with your incident."

    105. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      The cop accident was a result of a stuck floormat, per the police and NHTSA. Had absolutely nothing to do with cruise control.

    106. Re:Typical Customer Service Department attitude by delinear · · Score: 1

      I'm not sure where you are, I'd guess the US, but you're lucky you can even get past the phone jockey, let alone their direct line manager - there's absolutely no chance of being able to do that with a large corporation here (UK). They're specifically ordered to not escalate calls, and should you be incredibly lucky enough to get through to a line manager, that's pretty much the end of the line.

      About ten years ago, I did some telephone tech support for DSG and we were ordered not to even put customers through to, or give them a number for, customer services, no matter how abusive they got on the phone. This is customer services, the department that's meant to deal with upset customers! And believe me, there were some very upset customers, due to a combination of shoddy hardware, spurious sales claims, "sure the standard warranty covers software as well as hardware" (it didn't), some incredibly bad technical advisors (some of the rubbish I had to deal with that my own colleagues had caused almost made me weep, and that's even before the Christmas rush when they hired in a ton of temps on six week contracts who had even less technical ability and zero vested interest in actually fixing the issue as opposed to racking up big call numbers), oh, and a fair share of idiot users, it has to be said.

      My favourite part was when DSG bought Freeserve (or the other way around, or they merged, I forget the specifics), and I'd regularly see people being bounced between the two tech departments - customer can't get online, calls his ISP, they run through their script, say it's a hardware issue, bounce him to his hardware supplier, they go through a script (there was no written script but there were certain tests that "proved" the modem was working), say their hardware is fine, bounce him back to his ISP... it's the same bloody company for god's sake! A little training could have reduced call times by 50% easily from what I saw.

      Try dealing with some poor guy who's been sold a massively overpriced PC, been on the phone three or four times and each time pretty much been told to put in the recovery disks and completely wipe the PC (that's when he could get through, we had a queue cut-off of, IIRC, 20 minutes, so at busy periods you'd wait in a queue for 20 minutes then get disconnected and have to redial, do this two or three times before you finally get through and you have customers who've already been on the phone an hour before they even speak to you). The guy's been lied to by sales, he's probably been lied to by previous operators (when I joined there was little real tracking to see who they spoke to before) and even if you know the exact fix for his issue because you've done your homework and actually spent some time properly diagnosing previous customers' issues (and got into trouble over that for taking too long on calls, even though you have one of the best first time fix rates in the call centre) you still have to spend 30 minutes defusing this human time bomb, and yet you can't even direct the guy to the proper department to air his totally legitimate complaints!

      Rinse and repeat that 15 times a day, five days a week and... yeah, well, you can probably see why I got out ASAP... I would have loved to be in a position to give out the directors' numbers to the unhappy customers!

    107. Re:Typical Customer Service Department attitude by Actually,+I+do+RTFA · · Score: 1

      Simple logic and noticing details. Woz debugged the problem. I debugged the problem. Most people just don't like to think logically and finely.

      There's also a level of experience. I've found I can often tell people what part of their code is breaking, even with no exposure to the source, because I know where a lot of common traps are. It also helps that I can determine what steps the computer probably has to go through, and what the consequences of a failure in one step would mean as it trickles to the next component. But it's a skill-set that has to be learned and executed, it's not innate.

      Good QA is a tough, demanding job.

      --
      Your ad here. Ask me how!
    108. Re:Typical Customer Service Department attitude by noidentity · · Score: 2, Insightful

      Excuse me, but Woz does not "understand the problem", he simply experienced it. He says he can duplicate the problem at will, but doesn't say how. Anyway, my wife's 2007 Prius runs fine. Boring, but fine.

      Running fine because it has no serious software bugs, or because she hasn't (yet) triggered one?

      Also, Woz details this in a post a couple of months ago.

    109. Re:Typical Customer Service Department attitude by cerberusss · · Score: 1

      It sucks being technically inclined, analytical and ambitious, and not being a team player. It's a combination guaranteed to either make you, or ruin you.

      Corrected that for you.

      --
      8 of 13 people found this answer helpful. Did you?
    110. Re:Typical Customer Service Department attitude by Abstrackt · · Score: 1

      I learned this lesson the hard way. Yes, you can be excellent and dedicated at your job, but if that involves making everyone else look like lazy/stupid idiots, you are better off either: a) not bothering and keeping your head down b) Do it anyway and hang out after the meeting to present the work.

      I lost 1 job and lots of friends by making some people look like the idiots they are. My current job is going the same way as I generally get stuff done instead of having a meeting to talk about the meeting to talk about the issue. There are a couple of guys in our place that work in a similar way... action instead of words, be we are generally looked upon as troublemakers.

      It sucks being technically inclined, analytical and ambitious. It's a combination guaranteed to either make you, or ruin you.

      While I feel badly for you, I really do, I think you weren't in the right environment anyway.

      Where I worked before going off on my own the people that solved problems got perks because the people that solve problems usually don't make them, and anyone that doesn't make problems is someone you want to keep happy.

      --
      They say a little knowledge is a dangerous thing, but it's not one half so bad as a lot of ignorance. - Terry Pratchett
    111. Re:Typical Customer Service Department attitude by macraig · · Score: 1

      In the immortal words of Dirty Harry: "A man's gotta know his limitations." How many people do you know who truly do? There's not enough of them to staff the call centers of the United States alone, even if we tracked them down worldwide and outsourced.

    112. Re:Typical Customer Service Department attitude by Xest · · Score: 1

      "Next time you call support take a video, it might be the next "verizon math fail" with 30,000+ hits. All that bad press over $71. "

      Well that's just it, I don't intend there to be a next time ;)

    113. Re:Typical Customer Service Department attitude by John.P.Jones · · Score: 1

      Once I was talking to someone on the phone that was so bad that I thought it was an automated voice recognition prompt program. To this day I am not 100% sure that it was a stupid person and not a fairly sophisticated program. So my question is did they fail the Turing test or did I?

      On the flip side I have three saved answering messages of unknown people talking to my machine as if it were a real person answering the phone, despite the announcement message saying "we are not available to take your call".

    114. Re:Typical Customer Service Department attitude by Airline_Sickness_Bag · · Score: 1

      A day? Must not have been Verizon. Last year we lost the dial tone, and it took Verizon 2 1/2 weeks to fix it. And talking with others I found out that it is pretty typical for Verizon. Of course, after they fixed the dial tone problem they forgot to turn the DSL back on, and it took another week to get the DSL back up.

    115. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      The iPhone is about evenly priced with competitive models.

      The iPhone is about the most overpriced product Apple has ever sold. You either have to get a ridiculously expensive supscription (€29 or more per month for very little compared to quite a lot plans that don't cost half as much) and still pay a price similar to what every other smartphone would cost seperately (i.e., without a supscription), or you have to pay three times the price of any other smartphone and, unless you're lucky enough to live in one of very few countries, get it from abroad. Plus, you have to buy a lot of software seperately to get some features that are available out of the box on other phones.

    116. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      Actually it would probably have been more helpful. Instead of waiting and spending 1 hour on the phone, you could have driven the computer to a local repair shop that would actually have a chance to identify and fix the problem.

    117. Re:Typical Customer Service Department attitude by Xest · · Score: 1

      In the UK that's the case with most retailers really. It's why I bought my XBox 360 in PC World rather than online, because despite having the RROD 4 times, I was able to get it swapped each time in store, same day, no questions asked. It's certainly not an advantage specific to Apple over here, but pretty standard customer service in most shops on the high street. Similarly extended warranties and such are pointless in the UK because for this sort of thing specifically you have a legal right for a product to last a reasonable amount of time too, and even 5 years is well within that expectation for something like a TV or laptop. Perhaps one of the best examples of service in this respect I had was from Staples, I had a nice leather office chair in my office room in my house, but the pump to raise and lower it broke after 3.5 years, I went to Staples to get a new chair and mentioned it in passing when talking to a member of staff there when asking about different chairs and he said to just go fetch the old one and they'd replace it which they did. I still have the replacement chair now.

      The issue for me is really that I bought my Dell online, and they didn't sell in the high street at the time, so the only point of contact was their phone number, or e-mail which went to the same call centre and generally resulted in even less helpful responses. There is quite a push over here to get online stores EU-wide right now to follow the rules better too though which is a good thing.

    118. Re:Typical Customer Service Department attitude by wastedlife · · Score: 1

      As a married man myself, I can tell you that I am always right.

      What? No, my wife does not read Slashdot, why do you ask?

      --
      Said, "It's just like dice but it's got more sides And it tells me who lives and who dies"
    119. Re:Typical Customer Service Department attitude by Grishnakh · · Score: 1

      I would imagine they called the helpdesk because their computer isn't working. If their computer isn't working, then what are they going to use that time for, besides sitting around and chatting?

    120. Re:Typical Customer Service Department attitude by Cro+Magnon · · Score: 1

      I've resigned myself to following Tier 1 instructions whenever I need a warranty replacement - it saves the hassles of fighting with Tier 1, gets through the script quicker, and increases your chance of getting to Tier 2 who can do stuff. Tier 1 is script reading - it's annoying, but the faster you get through it, the quicker you can get your problem resolved

      Yup! When my DirecTivo froze up, I had to suffer through that crap. I just followed the script, even though I had already tried their first dozen or so suggestions myself, until they got to stuff I hadn't tried. Annoying, but I understand why they do that.

      --
      Slow down, cowboy! It has been 4 hours since you last posted. You must wait another few hours.
    121. Re:Typical Customer Service Department attitude by cayenne8 · · Score: 1
      "Haha, I am married. And I'm corrected constantly because, as I have learned, I am always wrong."

      Geez man...grow a pair, eh?

      I do wonder when I've seen some guys get married...did they get a spine-ectomy when they got married? C'mon...man-up...you're supposed to be the leader in the family.

      --
      Light travels faster than sound. This is why some people appear bright until you hear them speak.........
    122. Re:Typical Customer Service Department attitude by Kehvarl · · Score: 1

      While that may be technically correct, you're still wrong.

    123. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      If I have a problem with an Apple product, I can take it to an Apple store.

      The last two people I know who did that were denied coverage. One because there were scratches on his laptop case, which were unrelated to his problem. They gave me some crazy story about how everything cosmetic has to be fixed as well as the defective board and he'll have to pay to replace the case. Anecdotes, everyone has one.

    124. Re:Typical Customer Service Department attitude by UnknowingFool · · Score: 1

      You either have to get a ridiculously expensive supscription (29 or more per month for very little compared to quite a lot plans that don't cost half as much) and still pay a price similar to what every other smartphone would cost seperately (i.e., without a supscription)

      So you're counting the subscription rates into the price of an Apple iPhone even though Apple has no control over what your telco charges you for rates? Isn't that like saying that Ford/Toyota are pricey because gas prices went up? Also, I'm not sure where you live but the rate is usually the iPhone doesn't have a price hike over other smart phones.

      --
      Well, there's spam egg sausage and spam, that's not got much spam in it.
    125. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      Then how do you explain T-mobile being the cheapest among big 4 wireless companies in the US with the best customer service?

    126. Re:Typical Customer Service Department attitude by mwvdlee · · Score: 1

      Still, some people will get their lucky 1:1,000,000 win. From the perspective of those individuals, it was a one-in-a-million chance.

      --
      Slashdot social media options: AIM, ICQ, Yahoo, Jabber and Mobile Text. Why no MySpace?
    127. Re:Typical Customer Service Department attitude by drinkypoo · · Score: 1

      Last time I called Dell about a laptop that was completely dead, no power lights, no fans, they asked me what the error message on screen was and it took a few minutes to explain to them something as simple as the fact that I couldn't get an error message on screen because the laptop was dead.

      I've just gone through this with Gigabyte, prompting me to decide not to purchase their products again. My GA-MA770-UD3P v1.0 (did I get that right? I hope so, I'm not home) gets a black screen when I try to intall Windows XP SP3. They ask me what the error message is, I explain it's a black screen. They ask me if I tried Windows XP with service pack 3, I explain I told them that already. They ask me if I have a Vista or Windows 7 CD to try, and I explain that I don't. Then they ask me again if I've tried XPSP3. I tell them I told them already. Then they ask me if I have a Vista or Windows 7 CD to test with. Meanwhile, they have released a version 1.1 motherboard with no new functionality, implying errata to me. I told them that I was never buying their products again (this system actually has a gigabyte motherboard and video card) and their response is "We tested this motherboard with Windows XP." Fuck gigabyte in the neck, I'm done.

      --
      "You're right," Fisheye says. "I should have set it on 'whip' or 'chop.'"
    128. Re:Typical Customer Service Department attitude by drinkypoo · · Score: 1

      "Haha, I am married. And I'm corrected constantly because, as I have learned, I am always wrong."

      Geez man...grow a pair, eh? I do wonder when I've seen some guys get married...did they get a spine-ectomy when they got married?

      I must have missed the part where he said he didn't give her a black eye when she corrected him.

      C'mon...man-up...you're supposed to be the leader in the family.

      Putting the cheese in machismo...

      --
      "You're right," Fisheye says. "I should have set it on 'whip' or 'chop.'"
    129. Re:Typical Customer Service Department attitude by UnknowingFool · · Score: 2, Interesting

      My point is you generally get what you pay for. That's the same with most goods. If you want to buy cheap, you'll usually get a cheaper product and poorer service. You will pay less for a Ford than an Acura, but you'll get better service with an Acura.

      As for Macs being overpriced that's been debunked so many times. Macs are generally priced higher than other brands because they start at the middle of the market and go to the high end. They do not make low-cost models. Many times I've seen someone try to compare their DIY desktop and complain the MacPro costs an order magnitude higher. Of course it does. A MacPro is a professional workstation not a consumer desktop. If you compare it feature for feature to a Dell workstation, it's price competitive.

      In terms of the desktop models, part of the equation is the form factor. It costs more to make something in a smaller form factor. Again people compare their Dell special of the week where they can get a desktop and monitor for a fraction of the cost of an iMac or Mac mini. Of course they can, it's not a fair comparison. Even when they compare Dell's all-in-one Studio they don't take into account that the Studio's largest screen size is 19" and they use Pentium Dual Core 2.6 GHz and has 2GB RAM while Apple's smallest iMac is 21.5" and uses an Intel Duo 3.0GHz with 4GB RAM. Adjusting the Studio to be comparable in specs makes it within $100 of the iMac.

      Calling something overpriced because it has features that you don't want to pay for is sour grapes especially when you go a true comparison with a competitor and there's a small increase in price. You can complain that it's not as flexible or configurable.

      --
      Well, there's spam egg sausage and spam, that's not got much spam in it.
    130. Re:Typical Customer Service Department attitude by Belial6 · · Score: 1

      This is by design. Businesses don't want legitimate calls going through. They want the caller who is qualified to give up on getting resolution. Generally customer service staff are perfectly qualified. They are qualified to take care of non-issues, and to act as human shields when there really is a problem. There is great value to those higher up on the food chain in being able to claim ignorance.

      If Toyota feels the cost to fix the Prius problem (if there is one) is more expensive than to not fix it, the CEO avoids having to take personal responsibility for killing people if he has an army of expendable customer service 'managers' to keep Woz from actually telling him that his cars have a dangerous flaw.

    131. Re:Typical Customer Service Department attitude by shadowofwind · · Score: 1

      belongs

    132. Re:Typical Customer Service Department attitude by gorrepati · · Score: 1

      Not distinguishing between those two is sign of their incompetence, not mine. Granted, the bitching won't stop, but that does not mean, most customer service guys can be replaced by automated tellers.

      --
      You will never have experience until after you needed it.
    133. Re:Typical Customer Service Department attitude by pla · · Score: 2, Insightful

      Corrected that for you.

      If one guy can do more than the team, why would he want his reviews linked to theirs? Hell, might as well unionize and at least get the benefits of parasitism if we need to suffer the disadvantages as well...

      Despite the scarily growing trend to keep our heads down and just do the minimum needed to get a check, I usually take "not a team player" as a compliment. If the project requires more total work than I can possible do alone, then great, I can cooperate with the "team" to generate a spec which we can then all go our separate ways to work toward. But seriously, unless you work for a big software-oriented company, the vast majority of projects do not require a "team"; and trying to squeeze it into a team model usually takes longer, costs more, and means a lower quality final product.

      (That said, only an idiot does 100% of the testing on his own code - Let someone who doesn't subconsciously know where to baby it, abuse the hell out of it and show you the real flaws).

    134. Re:Typical Customer Service Department attitude by Belial6 · · Score: 2, Insightful

      What I want to know is why the article doesn't say what the problem is. If it is reproducible, what conditions will reproduce it. We are supposidly talking about a life and death situation here, and either Woz is letting his ego get in the way so that he can be the 'expert', the reporter as well as their editor is incompetent because they left out perhaps the single most important information of the story, or both.

      No doubt if 50,000 people were calling and saying that they could reproduce the problem, including the CEO's teenage kid/nephew/neighbor, there would be a faster response than that given to 1. Even if that is the great and powerful Woz.

    135. Re:Typical Customer Service Department attitude by Publikwerks · · Score: 1

      Ummm, no.
      Serious, your advice is to grow a pair? Well, instead of trying on giving me relationship advice(since I'm married, and I'm guessing your single), maybe you should focus on:
      1.Woz breaking his Prius
      2.My misuse of ratios
      3.Ninjas vs Pirates

    136. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      Seriously. A consistent repro is 80% of a fix.

    137. Re:Typical Customer Service Department attitude by winwar · · Score: 1

      "It involves increasing the car's speed using the cruise control."

      Simple fix #1. Don't use the cruise control as an accelator. That's what the pedal on the floor is for. This is not the first time that using the cruise control to accelerate a car caused something funny to happen. I have had that happen on American cars.

      In any case, this appears to be a separate issue from the "stuck" accelerator pedals. If he is so concerned why doesn't he bring the car in for service under the warranty.

      Simple fix #2. Don't use the cruise control to speed. I don't have a problem with speeding but realize that the car maker can't have tested everything under all conditions. And those outside of legal speeds may have been the first to be ignored.

      Finally, is this even a "problem"? Maybe the car assumes that if you are going 83 mph plus and want to go faster that you WANT wide open throttle (that may be the only realistic acceleration option available based on the small engine)?

    138. Re:Typical Customer Service Department attitude by jd2112 · · Score: 1

      My wife has a T-shirt that says

      "If a man says something in the woods and there is no one there to hear it, is he still wrong?"

      --
      Any insufficiently advanced magic is indistinguishable from technology.
    139. Re:Typical Customer Service Department attitude by johncadengo · · Score: 2, Interesting

      Last time I called Dell about a laptop that was completely dead, no power lights, no fans, they asked me what the error message on screen was and it took a few minutes to explain to them something as simple as the fact that I couldn't get an error message on screen because the laptop was dead.

      It was probably one of the most epic examples of human idiocy I have ever encountered. The worst part is that I understand these people are given little flow charts, or on screen wizards, so he must've managed to click past the first box that checked whether the system even turned on or not and then been incapable of handling the idea that my response didn't fit his next question.

      I understand your pain, but it would be worthwhile to point out that the reason they ask questions the way they do is because the vast majority of their customers cannot distinguish between things like "Dead" and "Broken" and "Not working", etc.

      The general populace is incompetent, inarticulate and cannot properly explain their own problems. Hence, customer service reps follow these flow charts and whatnot in order to diagnose the problem and they do not trust the customer to properly communicate that.

      These reps are not necessarily stupid (well, they probably are), but in reality, they are treating you, the customer, like you have little to no knowledge no matter what you say. That isn't such a bad rule because most people who don't know anything think they know very much. This is commonly known as the Dunning-Kruger effect.

      All of this makes them look stupid, you feel stupid (or superior, depending on your defense mechanism), and everything else a great big waste of time.

      --
      My page.
    140. Re:Typical Customer Service Department attitude by syousef · · Score: 0, Flamebait

      I'm sure it was refurbished and not entirely new but it was pretty good service.

      And I'm sure the person that got your old phone "referbished" (meaning repackaged) thought the same thing. Fucking fanbois! Don't even know when you've been scammed. No wonder Apple's able to sell based on style rather than substance. Now watch me get modded troll for stating the bleeding obvious.

      --
      These posts express my own personal views, not those of my employer
    141. Re:Typical Customer Service Department attitude by maxwell+demon · · Score: 1

      Did their brain break, too? Or does their job not involve much thinking?

      --
      The Tao of math: The numbers you can count are not the real numbers.
    142. Re:Typical Customer Service Department attitude by ozbird · · Score: 2, Funny

      "Good morning! I am the Izard of Woz." *click*

    143. Re:Typical Customer Service Department attitude by Rufty · · Score: 1

      It would save time. I had a Netgear DG834G router/modem. Typical embedded linux, busybox, uclibc, and an outdated, buggy, udhcpd. The bug (from memory, a problem of reassigning the same address to a given hardware) I found was fixed in the latest version of udhcpd. So all I wanted was a new firmware image, or failing that the source so I could do it myself. Tried the 'phone support. Wouldn't deviate from the script AT ALL. And wouldn't escalate until he'd run through the script. I couldn't get to the end, because one of the steps was to try their Windows only software. (I was in front of a Mac). Fortunately it seems someone else hated that POS as much as I did, 'coz a couple of months later that router got hit by lightning...

      --
      Red to red, black to black. Switch it on, but stand well back.
    144. Re:Typical Customer Service Department attitude by Grishnakh · · Score: 1

      What kind of stupid question is this? How much work can you do without a working computer? In my job, zero. If my computer goes down, there's nothing I can do in the meantime.

    145. Re:Typical Customer Service Department attitude by ozbird · · Score: 1

      I use to work tech support for a huge hosting provider (they're in the top 5). We'd get threats of lawsuits every day, but one time someone blogged about us and management had an all hands meeting, telling us to ignore lawsuits because those are easy to fight but if a customer threatens to blog about us to escalate to a manager immediately (usually we could only offer manager call backs... yes i know stupid).

      Translation: Management has just found a way to justify spending all their time on Twitter.

    146. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      But if you are right about always being wrong, then you wouldnt always be wrong.

    147. Re:Typical Customer Service Department attitude by Torodung · · Score: 1

      Not true. There is a contingency for that situation. It's on the flowchart.

                                                                            / yes --------- Escalate call rapidly!
      Are you qualified to escalate an expert call?
                                                                            \ no --------- Go on with the script.

      --
      Toro

    148. Re:Typical Customer Service Department attitude by WaroDaBeast · · Score: 1

      That still doesn't tell me why graphics cards for Macs are so damn expensive, especially when they're not workstation-grade videocards. To me, making a slightly modified BIOS for the hardware to be able to say, "Hey, I'm Mac compatible" hardly warrants a $100 premium.

      --
      "The body may heal, but the mind is not always so resilient." -- Deus Ex: Human Revolution
    149. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      I did outsourced tier one support for a certain ISP. The website did have a pretty decent amount of information; I would consult customer-facing pages a lot of the time when customers called in for support. I'd also point out that I was consulting those pages, but I suspect most of the time it was ignored. Many customers just don't seem to like trying to solve issues on their own, and would rather have a reassuring voice helping them. A properly trained, experienced human is also helpful in coming up with solutions that fit slightly outside the normal flows, or nailing down a problem that a customer has issues with describing (and thus would have issues with finding a solution for on a site).

      Of course, that's assuming quite a bit of the rep. Many of the agents in the call centre I worked in would not meet those criteria. They were supported by senior agents, but a lot of the time would ignore or not seek their advice even when it was obviously necessary. I and others noticed several agents who were not doing their jobs properly, and we repeatedly pointed them out to team leads; we never saw these agents improve. Tier one support is useful, but not if the training, morale, and discipline are completely ineffective.

    150. Re:Typical Customer Service Department attitude by stewbacca · · Score: 1

      That's a bit of a straw man. It's generally Macs that are considered to be overpriced; The iPhone is about evenly priced with competitive models.

      If I had a nickel for every slashdot post bemoaning the cost of an iPod or iPhone compared to all the supposedly better tech and lower priced alternatives, I'd have a lot of nickels.

      For example, in your post alone, I fully expect somebody to come on and explain the life cycle cost differences of the iPhone on AT&T versus the Droid on Verizon. Even more ludicrous, I imagine somebody will come here to tell us all that a comparable Zune HD actually costs...wait for it...$10 less than an iPod!!!

    151. Re:Typical Customer Service Department attitude by Skuld-Chan · · Score: 1

      The other thing (having worked in many call centers) is that the companies who hire you (most call center operations are outsourced) intentionally make it difficult to escalate issues or to take any action what-so-ever - even if you wanted to.

      A lot of the people I've worked with in various call centers are extremely competent (at least In Beaverton Oregon they were), but they really were powerless to do anything about any issue that came in except shuffle it around and blame things on your pc's configuration.

      Another problem is the people who can do stuff about these issues are few and far between. There was a time when I was the only person handling all the tier 3 escalations (for the whole world - not kidding) for a particular product from a certain software company in Seattle (and its something everyone on here has heard of). Yeah as you can imagine a lot of stuff got dropped by the wayside as I moved from fire drill to fire drill - they eventually decided it wasn't worth paying me a thousand dollars a case (some idiot figured that's what it cost them for me to look at anything - I don't believe it personally) and send my job to 15 people in India who are also incapable of handling that work-load.

      Glad to see Toyota and the Federal Government have the same issues.

    152. Re:Typical Customer Service Department attitude by stewbacca · · Score: 1

      You will pay less for a Ford than an Acura, but you'll get better service with an Acura.

      You have fallen for the, "lets put an Acura badge on this Honda and sell it for $10k more to suckers in America" tactic. There is no such thing as Acura in the rest of the world.

      The best "service" I've ever gotten was from a Ford dealership (for service on my Mazda). The types of cars they sell at the dealership have nothing to do with their service business model.

    153. Re:Typical Customer Service Department attitude by stewbacca · · Score: 1

      Oh also, it doesn't cost more to make something smaller (shoes or clothes, for example). A company can charge more because it will be in higher demand (most likely, if it's an electronic device).

    154. Re:Typical Customer Service Department attitude by Skuld-Chan · · Score: 1

      So it actually shouldn't matter who is on the other end - if a customer wants to file a bug from ANYONE they should take care of it.

    155. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      The problem is the really competent people almost never actually call customer service, because they know better. 99.9% of the "experts" that call customer service are people who think they know a whole lot,

      Stop right there. Even experts will call in when it affects their wallet.

      The difference between these two conversations, is the truth:
      a) "Hello, I can't get my {device} to work. I'm a {analogy to device} expert and this should be working."
      and
      b) "Can you get me the **** to someone who knows what they are doing, I'm an expert with {device} and you ******* morons are not letting me use it like I want it to. Send me to a supervisor, right now"

      People who are A, may actually know what they are doing, and will be sent up the chain when "for quality purposes" the customer service agent has at least pretended to be following the policy, but really just wants to get you to someone who can help.

      People who are B, normally don't know anything, and just want to be sent to someone who isn't "a goddamn moron" because they assume that the entire call center is staffed by monkeys flinging poo. These people are a joke, and customer service staff are required to follow the policy to the letter so such arrogant morons don't waste time with the people who can actually fix the problem.

      There is a chain of escalation in every call center it usually works like this

      1. Call into customer support
      a) if customer is polite and you can no longer help, send up the chain
      b) if customer is rude, send to escalation/help desk (not technicians or supervisors)
      2. (Tier II, usually technicians, managers or people designated to ) If the customer still can not get help from your department, find out where they can go.
      a) If the customer continues to be polite, send them to the next department
      b) If the customer becomes rude, or drops the L bomb (lawsuit), advise them that the call must be terminated.
      3. (Tier III, senior techs, upper management and occasionally office of the president) If the customer can not get help at this point, they have been barking up the wrong tree.

      It's important to point out that, the front line people have all the policies in front of them, and if they can't help you, usually someone above them can not either, as the people above are not supposed to handle calls except from their own staff. If you get passed up the chain, it's because you know what you're talking about, not because you demanded it. This way, at least from a technical sense, you aren't going to waste anyones time.

      When it involves billing, never ask to be sent to someone above without letting the rep try to fix it first. Usually doing so results in this conversation between the person you are speaking to and their supervisor/helpdesk:
      "This customer will not accept that they have been billed for X, what should I do"
      Manager - "Tell them we will rerate them for Y, if they don't accept and insist on talking to me, I'm taking that offer off the table."

      Also each time you are escalated, discretionary credit is reduced, so don't ask to be escalated if you're only looking for credits. It has to be outside the representatives allowed discretionary credit limit before someone above them is involved.

      In the Woz's case, he wasn't going to get anywhere calling Toyota. His best chance at getting that information to Toyota would have been to take the vehicle in for service and have it explained to the technician on-site, and if it's not fixed, write a letter to the office of the president and/or take it to the media.

      The trouble with large companies, is that there are so many layers to go through, that the message is often lost if it's not initially given to someone who has the ability to fix it. So the call center/email support is generally the wrong place to go.

    156. Re:Typical Customer Service Department attitude by Skuld-Chan · · Score: 1

      90% of solving any bug is having a reproducible test case - especially one you can use in your own companies lab on your own time.

    157. Re:Typical Customer Service Department attitude by localman · · Score: 1

      Not to call out Woz, but I'm not so sure he knows what he's talking about:

         

      Wozniak said. "Well, I have many models of Prius that got recalled, but I have a new model that didn't get recalled.

      As far as I can tell, no model of Prius was recalled. The list of recalled vehicles is in this release.

      What's up with that?

    158. Re:Typical Customer Service Department attitude by drainbramage · · Score: 1

      Jim-Bob was able to fix it himself.

      --
      No brain, no pain.
    159. Re:Typical Customer Service Department attitude by Nefarious+Wheel · · Score: 0

      Yes, but as someone who worked in customer service, the problem is that the ratio of users who know what their talking about vs those who THINK they know what their talking about is approx. 1,000,000 to 1.

      If anyone purports to work in the IT industry in any capacity who doesn't recognise the name Steve Wozniak, I suggest they move to an industry more appropriate to their level of understanding.

      --
      Do not mock my vision of impractical footwear
    160. Re:Typical Customer Service Department attitude by dropadrop · · Score: 1

      I've had a similar problem with Fujitsu on my previous job. I had two long (maybe two hours altogether) phone calls before they found our SAN (Fibrecat)from their system. They said they are unable to send a replacement disk before finding it.

    161. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      All your blunders are belong to us.

    162. Re:Typical Customer Service Department attitude by Nefarious+Wheel · · Score: 1

      they eventually decided it wasn't worth paying me a thousand dollars a case (some idiot figured that's what it cost them for me to look at anything - I don't believe it personally)

      Well, there's your costs, then there's the several dozen people who no doubt found out about your billing code and have been charging their time to it. It may have been cheaper to throw it over the wall than to change your billing code.

      Sucks to be an engineer in a world owned by accountants.

      --
      Do not mock my vision of impractical footwear
    163. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      "Most customer service centres seem to be manned by people that would fail the Turing test."

      That attitude will give you exactly what you deserve.

      I know people who've worked at d(h)ell and they are not morons.

      But the average call center has a mix of people like this:

      25% newhires
      5% experienced knowledgeable people who get treated like shit by their managers, and try to do things within policy best as possible, though clearly know what needs to happen won't be within policy.
      50% people who just follow policy to the letter, and are only there for the paycheck. Half of these people don't care about your problem, the other half, do, but only took this job because it paid better than whatever they were doing before and really have no experience with whatever they're supposed to be supporting.
      2% Managers who don't give a shit about anything and say "no" to everything, even stuff that should be a "yes"
      3% Managers who say "yes" to everything (eg
      pushovers), even when it clearly violates policy.

      The remaining 15% of the staff are people who have enough experience to solve the problem, but are not authorized to solve the problem, and hence have to send you somewhere else, or put you on hold while they get authorization. So you may wind up on Hold Hell.

      The worst place to be in the call center is sent to the 50% who follow the policy to the letter, and then have to be escalated to the manager who doesn't give a shit. As that is usually their manager. Managers never want to keep people on their team that are part of the 15% experienced people or 5% knowledgable people since that means they may have to say something other than "no"

      And I'm speaking from personal experience of being sent from team to team under managers who would all be 'busy' should I need them to authorize something, to managers that just outright said "no, offers gone, kthxbye"

    164. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      Most often the person hired to do the troubleshooting is following a procedure manual and is too scared of losing his job to see the problem. You are describing logical troubleshooting of how the system actually works, they are working from a manual telling them what steps to take to find problems. The great engineers know how to think like idiots. Great engineers also recognize competence no matter the source. :) Troubleshooters, on the other hand, follow procedures as assigned and if the procedures don't find the problems they still don't get fired.
      You can't make this sh*t up, folks.

    165. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      If your solution involved perpetuating this fucking datastore mess that they use, I'd like to choke you. If not, ignore me.

    166. Re:Typical Customer Service Department attitude by Skuld-Chan · · Score: 1

      I have a Dell XPS m1530 - which I bought new for $400 on discount. One day it quite playing a movie - I diagnosed that the hdd was dead. The Dell Diagnostic UI (the one that comes on the resource disk) spit out and error code.

      I called Dell support gave him a code - where they said - looks like the disk needs to be replaced (no questions asked).

      Forward a week - a guy (from a qualified service center) drops by my house and says he was in the neighborhood and thought he'd just drop by and install the part. I pinned the work order to my wall because it really was unbelievable, however someone threw it out when they cleaned up around here.

      Keep in mind - this was a $400 warranty replacement - I have no service contracts at all. They even tried to sell me an extended warranty over the phone - which I politely declined (seriously Dell - $350 for a warranty on a $400 PC doesn't make sense no matter how you look at it).

      Not everyone has horrible support :).

    167. Re:Typical Customer Service Department attitude by Maxo-Texas · · Score: 1

      I once apologized to an executive because I let a project fail because I chose to preserve the relationship with the other teams over project success. I'd presented the risks and been outvoted. I could have been the "hero" and saved the project.

      As it was, it failed, 6 weeks later it went in successfully anyway and I maintained a good relationship with the other team.

      I think most big companies value relationships and risk management over "home runs" and stomped egos.

      I get the feeling that two or three levels up that changes and they all carry sharp knives with them most of the time. I'm getting a definite sense of "teams" and the need to pick a side which you either win with or lose with. I've seen two smiling people talking pleasantly to each other in a meeting only gathered later that they were in a big struggle in the meeting.

      It's almost like the old samurai movies where one person shifts their toes slightly to the left and it means something.

      But down at our level, it's much more important to be nice.

      --
      She was like chocolate when she drank... semi-sweet at first and then increasingly bitter.
    168. Re:Typical Customer Service Department attitude by Zerth · · Score: 1

      yarg, he dated Kathy Griffin? I don't know who got the worse of that, it seems like a lose-lose scenario.

    169. Re:Typical Customer Service Department attitude by Miseph · · Score: 2, Funny

      Given the mass of an average Slashdotter, I can confidently say that virtually all of them must be quite familiar with the use of rations. They certainly get enough practice.

      --
      Try not to take me more seriously than I take myself.
    170. Re:Typical Customer Service Department attitude by locopuyo · · Score: 1

      A lot of places have a FAQ and some sort of system like that online and you will even get told that when you call their helpline. I usually check online before I call in and they'll tell me to do exactly the same thing I just read on their website. Then I tell them I already did this, or if they are assholes and say do it anyways I just pretend to do it again until they say your product appears to be defective we will send you a new one. A problem is that sometimes you can't get online (sometimes because of the problem you are calling about).

    171. Re:Typical Customer Service Department attitude by tresho · · Score: 1

      If my computer goes down, I turn on one of several backup computers.

    172. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      Hey Woz, Try unplugging your iPad before driving

    173. Re:Typical Customer Service Department attitude by dangitman · · Score: 1

      Last time I called Dell about a laptop that was completely dead, no power lights, no fans,

      Isn't that the normal operating condition of a Dell laptop? What's the problem?

      --
      ... and then they built the supercollider.
    174. Re:Typical Customer Service Department attitude by Aliotroph · · Score: 1

      Apple will sell me a stick of RAM for twice what just about anyone else will ask for the same stick.

    175. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      I had a just-out-of-warranty ipod die on me. The Apple store decided to go ahead and replace it anyways. When they brought out the new one, it was in rather non-standard packaging. I asked if it was refurbished and was told, "No, it's new. We make extras for warranty replacement."

      I was quite pleased they replaced it past the warranty date. What's even better is that the iPod was missing the serial number. As I'm generally anti-SHINY!!!!!!!!!!! the back of the case was masked off and beadblasted at work. This resulted in a couple of "hey look, this guy sandblasted his iPod!" comments from the "genius"

      You can retrieve the serial number through iTunes if SHINY!!! bothers you as well.

    176. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      It took your wife for you to figure you're wrong? I would have thought the 1,000,000 : 1 know what they're talking about:think they know customers would have clued you in.

    177. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 1, Insightful

      Yes, but as someone who worked in customer service, the problem is that the ratio of users who know what their talking about vs those who THINK they know what their talking about is approx. 1,000,000 to 1.

      If anyone purports to work in the IT industry in any capacity who doesn't recognise the name Steve Wozniak, I suggest they move to an industry more appropriate to their level of understanding.

      I could have sworn he was calling Toyota and the NHTSA (automotive concerns), not Dell.

    178. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      I'm sure there is an entire department of Toyota people who would be very embarrassed that a person outside their department AND outside their company AND outside their business figured out the problem when they couldn't.

      May be true elsewhere, but most definitely isn't at Toyota: admitting mistakes (even more so: allowing others to show you your mistakes) in order to learn from them is in the corporate DNA.

      It's called Hansei, and it's an obligatory opportunity to improve. As they (frequently) observe: No problem is a problem. Because you've not done your Hansei; critically evaluated to find opportunities for improvement.

    179. Re:Typical Customer Service Department attitude by hey! · · Score: 1

      Correction: you don't get more than you pay for. At least very often.

      It is very common to get less than you pay for.

      --
      Post may contain irony: discontinue use if experiencing mood swings, nausea or elevated blood pressure.
    180. Re:Typical Customer Service Department attitude by steelfood · · Score: 1

      Even the most educated and tech-savvy people constantly fail to RTFM. What makes you think the average Joe will read it online? Heck, half of them probably can't figure out what the manual is saying because they can't read them big technical words, and the other half probably didn't know there was a manual.

      Besides, most people think that having spent their hard-earned cash on something, they deserve an actual person on the line. That and everybody thinks their case is special, so the generic stuff doesn't apply.

      --
      "If a nation expects to be ignorant and free in a state of civilization, it expects what never was and never will be."
    181. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      "I Am Always Wrong" is a paradox, even if you're always wrong about everything else, you're right about that one thing.

    182. Re:Typical Customer Service Department attitude by Glonoinha · · Score: 1

      I didn't say I agreed with it.
      I just said that's how it's done according to ITIL protocol.

      And if you've heard the words 'process' or 'process improvement' at your workplace, odds are someone reading about ITIL is behind it all.

      --
      Glonoinha the MebiByte Slayer
    183. Re:Typical Customer Service Department attitude by Old+Man+Kensey · · Score: 1
      There are a couple of managers I let make themselves look very, very bad in a conference call with a customer not long ago.

      Basically we had two teams that worked closely together to serve a certain class of user requests. Team A was the team generally so tasked, and Team B (my team) was the admin team that backed them up in case of problems. Note that our duties as sysadmins were NOT to serve user requests, but to fix broken things and set up new things. Basically if it didn't involve server hardware or OS issues, it wasn't our job.

      One of our guys, way, way back in the days before Team A existed and this stuff was our job, wrote himself a set of scripts to automate these tasks. When Team A was created, he handed them over, strictly out of a desire to be helpful and with absolutely no commitment to maintain them or guarantee that they even worked, with the understanding that Team A was responsible for doing things manually if needed. But over time and with high turnover, the stipulations were forgotten and Team A came to believe that if the scripts didn't work or they didn't have the appropriate script for the task, they were to refer the user request to us.

      As it happened, this was becoming an issue right as a lot of our team were moving on to a new contract. So I stood up and said "hey guys, we don't have the bodies any more to do your jobs too". Team A's management got passive-aggressive -- they'd wait till the ticket clock was about to expire, then refer the tickets to us so we had to fill the request or provide a reason why we weren't able to in time. Ultimately I demanded and got a conference call in which Team A's management admitted (after it being made clear that the scripts were not an officially-sanctioned tool and did not absolve them of manual effort if needed) that they actually had no idea what was involved in serving these requests, so they couldn't do them manually.

      Oh, by the way, Manager A, the customer's CISO is on this call. Oops.

      Honestly, though, there was no good solution. We could just keep referring tickets forever, and both teams would look bad; I could do what I did, and piss off Team A; or I could have let them dump their work on our team, which then would have major impact on us and the customer. Ultimately option 2 had the advantage of both protecting my team and conforming to the documented procedures.

      --
      -- Old Man Kensey
    184. Re:Typical Customer Service Department attitude by SEE · · Score: 1

      If there was an Apple Store within two hundred miles of where I live, I might actually give a damn about Apple Store service. In the meantime, I'm not particularly tempted to pay a premium on what I buy to benefit you.

    185. Re:Typical Customer Service Department attitude by shaitand · · Score: 1

      I've worked tech support, generally in a scenario like you describe I would ask the question and the user would tell me the error on their screen.

      The support people aren't all shining stars but the primary reason you get stupid questions is that the caller are fscking idiots.

    186. Re:Typical Customer Service Department attitude by fractoid · · Score: 1

      So having a million knowledgeable users for every one user who just thinks he knows what he's talking about is a problem?

      It is if you're in customer service! Fewer people you can just put on hold while they go down to the corner shop for headlight fluid and you go down to the bar for a pint.

      --
      Rampant carbon sequestration destroyed the Dinosaurs' tropical paradise. I'm here to help repair the damage.
    187. Re:Typical Customer Service Department attitude by fractoid · · Score: 1

      That chick who dated Woz.

      --
      Rampant carbon sequestration destroyed the Dinosaurs' tropical paradise. I'm here to help repair the damage.
    188. Re:Typical Customer Service Department attitude by traveller.ct · · Score: 1

      And I'm corrected constantly because, as I have learned, I am always wrong.

      No you're not always wrong!

      That just blew my mind.

      --
      For the lack of a better sig.
    189. Re:Typical Customer Service Department attitude by fractoid · · Score: 1

      Not at all if I'm driving. "Sorry honey, the accelerator seems to be stuck..." *mad highway run ensues*

      --
      Rampant carbon sequestration destroyed the Dinosaurs' tropical paradise. I'm here to help repair the damage.
    190. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      ... ratio of customer service who THINK they know something to those that actually know what their(sic) talking about...

    191. Re:Typical Customer Service Department attitude by raind · · Score: 1

      That's true, sometimes when I've been stuck on a problem - I need another pair of eyes for a better perspective.

      --
      Get up!
    192. Re:Typical Customer Service Department attitude by squizzar · · Score: 1

      Yeah, and just to really rub it in it jammed off. If it jammed on I would have just left it!

    193. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      4. Correcting your misuse of the word your.

    194. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      She's the cougar who's banging Levi Johnston

    195. Re:Typical Customer Service Department attitude by nahdude812 · · Score: 1

      My mother in law's phone has no dial tone. She can place and receive calls on it just fine. But she has been unable to convince the phone company to fix it because they insist that if she can place calls on that line (which she can), then it has a dial tone (which it doesn't).

      It turns out to not be that big of a deal. The biggest inconvenience was having to tell the TiVO to not wait for a dial tone before it dials out to get program listings (earlier model before they could use the Internet for this). And once in a while we get a call from her to make sure her phone works (eg, after a storm) since there's no way for her to know other than to call someone.

    196. Re:Typical Customer Service Department attitude by Abreu · · Score: 1

      I use to work tech support for a huge hosting provider (they're in the top 5). We'd get threats of lawsuits every day, but one time someone blogged about us and management had an all hands meeting, telling us to ignore lawsuits because those are easy to fight but if a customer threatens to blog about us to escalate to a manager immediately (usually we could only offer manager call backs... yes i know stupid).

      People forget how powerful the internet is yet we see the effects of millions of /. readers every day.

      Basically, my job is to track down bloggers and forum posters who complain about my company and contact them to offer settlements in exchange for them pulling down their comments.

      I know, I'll probably reincarnate as a slug or something

      --
      No sig for the moment.
    197. Re:Typical Customer Service Department attitude by dargaud · · Score: 1

      The problem is the really competent people almost never actually call customer service, because they know better

      Sometimes it goes beyond words. I just spent 6 weeks without ADSL internet after moving. I called twice a week to inquire about the status. At one point after escalation I talked to a guy who was actually helpful, told me he'd get a different process started and asked me to call his service next time, just to ask the drone to pass me his service.

      On the next call the drone REFUSED to pass me the right service without going through his entire script first. Note that I was calling from a cell phone, so $$$. Then he passed me the wrong service. Then again. And again. 6 FUCKING TIMES. Those assholes do that on purpose if you even hint at knowing more than them. 45 minutes on the phone instead of 10 seconds.

      Another time my internet connection just stopped. I call and all the guy wants to know is how many plugs I have in the house. Wrong asnwer: "I'm a network engineer and it doesn't matter how many plugs there are as it's been working fine for the last 2 years". The guy would laugh each time I gave him some diagnostics and always come back asking for how many plugs there were. After 40 minutes like this, the call gets disconnected while I'm talking. As I redial the number in rage, the connection comes back. He'd been fucking with me all this time and just had to press a button to bring the connection back.

      --
      Non-Linux Penguins ?
    198. Re:Typical Customer Service Department attitude by Yamata+no+Orochi · · Score: 1

      You can generally pretty easily pop the bezel off an LCD monitor and adjust the button however necessary. Especially Dell monitors. At least to get it working until you can get a new part or replacement.

    199. Re:Typical Customer Service Department attitude by Maxo-Texas · · Score: 1

      That's a wonderful concept, but then you have in this thread people saying the CEO of Toyota lied significantly about this issue and was caught flat footed because the interviewer had proof of the lie.

      But keep the Hansei going as well as you can. The natural tendency is in the other direction. It's a good goal tho.

      --
      She was like chocolate when she drank... semi-sweet at first and then increasingly bitter.
    200. Re:Typical Customer Service Department attitude by Lumpy · · Score: 1

      Only if you want to stay where you are. If you rise above them and really shine, you get attention of the uppers Above your direct reports, report. I also got the attention of a vendor who made me an offer I could not refuse and left the company.

      If you want to stay in the department and never move up, then yes, keep your head down and dont upset the others.

      I'm the guy that enjoys overturning the car and spreading the produce all over the place... It's fun if I cent get buy-in from the peeps!

      --
      Do not look at laser with remaining good eye.
    201. Re:Typical Customer Service Department attitude by gigne · · Score: 1

      yeah, you make good points.
      What I was really trying to convey in my post was that you don't have to bruise other people's ego while they are there. Having a private word after meetings, or organising a meeting with my superior tends to do as good a job as the "bull in a china shop" approach.
      Still, it doesn't stop other people resenting your creativeness or passion when it comes to getting stuff done.
      There is also a fine line between "really shine" and being a pain in the arse. If you have an idea, a way of boosting revenue, or some other amazing plan, and it requires the boss to do something, the answer is almost always no. Do this too often and your boss sees you as that guy who creates more work.
      The real irony is that most boss work is created by themselves to keep busy. I know, I have been there.

      --
      Signature v3.0, now with 42% less memory usage.
    202. Re:Typical Customer Service Department attitude by EricTheO · · Score: 1

      They should know him for this: http://en.wikipedia.org/wiki/US_Festival

      --
      -Eric
    203. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 0

      As a customer of Comcast who has reported several security concerns on their customer accounts over the past 2 years, I can tell you that Comcast has not changed. I think they've gotten worse.

      This is the company that had customer account data sent over regular http, despite clearly having SSL implemented on the servers. And had it reported to them several times. With verification by their "web security" division. They never "fixed" the problem (required adding an 's' to a set links). Except when they revamped customer accounts yet again a few months ago to some script heavy crap.

      Time problem sat unfixed from time it was reported? 10.5 months. A multibillion dollar corporation couldn't find a single competent individual to change 'http' to 'https'.

      [Omit numerous stories about downed broadband and crappy tv and sending techs out 4 times before the headend operators authorized calling a truck roll. "Yes, the picture is horrible. Yes, I think there is a problem. Yes, a tech has been out twice. You have no documentation of it? You have to send a tech out again? I have to wait around for 2 hours again? I can tell you what the other 2 techs said, the cable line signal is now too strong when you changed something on the network 1 1/2 months ago."]

      It's funny--I remember reading an article years ago how Comcast was to Philadelphia as Coke was to Atlanta. Strangely, I think Comcast gives Pennsylvania even a worse rep than it already had.

  2. Like Microsoft by courteaudotbiz · · Score: 1

    Just like with Windows, you got a bug, report it to Microsoft, but until they get zillions of complaints, they won't put a dime in solving the bug.

    1. Re:Like Microsoft by truthsearch · · Score: 3, Informative

      "A new car built by my company leaves somewhere traveling at 60 mph. The rear differential locks up. The car crashes and burns with everyone trapped inside. Now, should we initiate a recall? Take the number of vehicles in the field, A, multiply by the probable rate of failure, B, multiply by the average out-of-court settlement, C. A times B times C equals X. If X is less than the cost of a recall, we don't do one."

    2. Re:Like Microsoft by eln · · Score: 4, Interesting

      That quote ignores the influence of the mass media. From all accounts, this problem with Toyota's accelerator is extremely rare. However, Toyota has been getting absolutely reamed in the press for weeks over it. There's no telling how many potential customers they've lost because of this, but the damage to their previously spotless reputation for quality could take decades to recover. When people talk about quality reliable automobiles, Toyota and Honda are almost always the first two names that come up. For a company like that to have an issue like this, and to have handled it like they did, is devastating.

    3. Re:Like Microsoft by courteaudotbiz · · Score: 1

      So this is not any better from company A to company B. In the end, the answer always come from the economic side, not the human side.

      I know a problem with your accelerator or rear differential can have more tragic consequences than having a bug on your home computer. But ever thought about computers in hospitals running Windows? Or an ATM running Windows? Even Windows bugs can have some tragic consequences...

    4. Re:Like Microsoft by HateBreeder · · Score: 2, Insightful

      The thing is, since it's most likely a software problem.. they need to change their model to accommodate for hot-fixes. You shouldn't need to recall the car just to upgrade the firmware.

      Maybe this sort of publicity will push towards a more modern servicing model.

      --
      Sigs are for the weak.
    5. Re:Like Microsoft by advocate_one · · Score: 1

      you forgot to factor in lost sales from bad press

      --
      Donald 'Duck' Dunn: We had a band powerful enough to turn goat piss into gasoline.
    6. Re:Like Microsoft by Anonymous Coward · · Score: 0

      Their is a Public Relations factor as well, but it is a negative until the media steps in. IE if they admit a problem sales dive so:
      A*B*C+cost of PR
      The equation changed once the fault got elevated to everyday news media to be:
      A*B*C-cost of PR
      IE the cost of doing nothing would have a longer affect on sales than the cost of doing something.

    7. Re:Like Microsoft by Anonymous Coward · · Score: 0

      I instantly thought of that quote as well when I heard about the issue. Still blows my mind that there's people that think that the corporation THEY buy their products from doesn't operate that way, because they're a savvy consumer. Unlike the rest of us.

    8. Re:Like Microsoft by greed · · Score: 2, Interesting

      Yeah, they patched the engine management software on my Subaru while it was in for an oil change. It apparently takes longer to do the patch than the oil change and vehicle inspection combined....

      (Problem was, it would go into fast idle for a few seconds after declutching. So much for PZEV....)

    9. Re:Like Microsoft by tixxit · · Score: 1

      Given Toyota's "fix" for the problem, it would seem to be a physical issue - the actual pedal got stuck.

    10. Re:Like Microsoft by Anonymous Coward · · Score: 0

      Which is why I would not be surprised if this P.R. scheme was a manipulation by the "owners" of GM or the unions.

    11. Re:Like Microsoft by machine321 · · Score: 1

      It's a good thing the quote wasn't directly referring to an American car company then, huh?

    12. Re:Like Microsoft by jockeys · · Score: 1

      "which car company did you say you worked for?"

      "a major one."

      --

      In Soviet Russia jokes are formulaic and decidedly non-humorous.
    13. Re:Like Microsoft by __aasqbs9791 · · Score: 1

      I was trying to find some stats about it but I just couldn't find anything useful. I found out 19 people may have died in crashes related to it, and that there have been X complaints (I think it was 2000, but I don't recall now) but that was prefaced with "...all car companies get complaints about unwanted acceleration, and it isn't know how the rate for Toyota compares to other car companies." I wanted some hard numbers, and all I could get was vague relative numbers without a comparison. Anyone found anything more definitive?

    14. Re:Like Microsoft by BronsCon · · Score: 1

      So the smart thing would be for Woz to tell them "I'm releasing details in 30 days. Initiate a recall prior to then or you're likely to be sued out of existence when people get curious and try it on the open road, against my cautions, of course."

      Woz covers his own ass by cautioning people not to try the procedure, or to at least try the procedure in a private, open lot where they can't hit anything for at least a mile. Of course, it's important that he detail the RECOVERY instruction BEFORE the exploit instructions.

      Think they won't fix it when it's in the wild and you've got drunk teenagers trying out a new trick in daddy's Prius every friday night?

      Like hell they won't.

      --
      APK quotes people (including myself) without context and should not be trusted. Just thought you should know.
    15. Re:Like Microsoft by Anonymous Coward · · Score: 0

      It's tagged funny, but this is how a lot of damage assessment involving human lives gets done for real. Now, if you or I were to do something or fail to act where we are responsible, so that we knowingly put people at risk, and we end up in court over it, it's likely jail time. Quite apart from the fact that normal people have morals and wouldn't even think about such a thing, the penalty is grave enough that financial considerations generally don't enter into the equation. Why can't we hold organizations to the same standard? Dear corporation, you killed someone, I sentence you to 15 years prison? I wonder how that should be implemented. Jail time for the CEO and board? Stop trading for 15 years? That would probably lead to bankruptcy, which affects the workers too, most of whom are innocent. Maybe have the government take over accounting and take all profits for 15 years?

    16. Re:Like Microsoft by Anonymous Coward · · Score: 0

      Part of the problem is that it's a Japanese company despite the American staff over here. It's part of the culture to often be secretive & distribute or share information only on a need-to-know basis - Only a few being allowed to see the big picture.
      I deal with this on a regular basis.

    17. Re:Like Microsoft by bberens · · Score: 1

      People are claiming that the car will suddenly accelerate at random times. The gas pedal getting stuck does not cause sudden acceleration. It causes a fairly consistent speed. Don't get me wrong, there may *also* be a sticking issue. But a sticking issue does not make sense given the widely used description of the problem.

      --
      Check out my lame java blog at www.javachopshop.com
    18. Re:Like Microsoft by stabiesoft · · Score: 1

      And yet there are reports of ES350's with the same problem (some crashed even) and yet toyota is not including them in the recall. Toyota has likely become a big american company where PR is more important than quality.

    19. Re:Like Microsoft by Walter+White · · Score: 1

      The gas pedal getting stuck does not cause sudden acceleration. It causes a fairly consistent speed. .

      That depends on what the driver (or cruise control) is doing when the pedal sticks.

      If the driver is accelerating from a stop or pulling on to a highway and the pedal sticks in the full throttle position, then the vehicle will accelerate.

    20. Re:Like Microsoft by nmos · · Score: 1

      It's entirely possible there is more than one issue. Unfortunately once a problem gets a certain amount of media attention it seems like everyone comes out of the woodwork claiming to have "the exact same problem" while describing completely different symptoms. After a while it can be hard to tell who has an actual problem and who is just trying to get attention. I'm sure most here remember the IBM "Deathstar" drives and a few probably even remember the US Robotics "pausing problem". If we must have a car analogy, Audi is the reason why modern cars have interlocks that prevent you from starting the car or shifting into gear without putting a foot on the brake.

    21. Re:Like Microsoft by Anonymous Coward · · Score: 0

      19 confirmed deaths and at least 4 dozen confirmed accidents.. while rare, its still a problem I don't have to worry about with my Volkswagen or Ford. There have been reports for years of sudden acceleration. My friend even experienced it in her Camry. Thank God she wasn't in morning rush-hour traffic.

    22. Re:Like Microsoft by bdenton42 · · Score: 1

      Toyota has had quality problems for quite a while now. The accelerator problem is just the latest and greatest.

      Two or three years ago I watched a news program where they were interviewing the President of Toyota USA about Toyota's declining product quality at that time. Rather than saying that they are investigating/correcting/increasing quality efforts he spent the time defending their quality as in-line with industry standards. Yes, he effectively said that he was satisified with only being just as good as everyone else. At that point I knew that Toyota had lost their quality edge and that it would just go downhill from there.

    23. Re:Like Microsoft by Albert+Sandberg · · Score: 1

      To "recall" a car usually that you go to the shop to have it fixed, you just don't pay anything. It's not like you'll get your money back :-)

    24. Re:Like Microsoft by Anonymous Coward · · Score: 1

      Everything, except perhaps all cars not produced or designed by Ford Motor Company.

    25. Re:Like Microsoft by Anonymous Coward · · Score: 0

      As you say, there clearly are multiple problems. Toyota has multiple fixes, some involve reducing the size of the gas petal. And some of the stories I've read are clearly people with the foot on the wrong petal. Others are not. You can tell the user error ones, they are the ones who don't realize the brakes can always stop a car even with a racing engine.

    26. Re:Like Microsoft by Anonymous Coward · · Score: 0

      I can name at least 1 they've lost, my wife and I were about to purchase a Venza for her.

      I'm a software developer. I know bugs exist. I accept that. I accept 'we don't know what the exact problem is yet, we're trying to recreate the problem in a test environment'. In short, I am fully aware of how difficult it can be to track down rare corner case bugs that are practically impossible to reproduce because it only seems to happen to people that don't know anything about debugging and making useful observations about what happened leading up to the problem.

      I do not accept ignoring the problem or blaming it on something else when there is clearly a problem.

      Toyota will not be on my list of cars to purchase anytime soon.

    27. Re:Like Microsoft by sowth · · Score: 1

      Which is why Microsoft software should never be used in medical, transportation or financial computers. Their entire attitude is if they even bother to think about something which may go wrong, they don't give a single piece of fetid shit. Let it crash. Let it lock up. Let it burn. Let it make your money disappear. Let it turn that guy's heart monitor off. "Who cares."

      Systems which need to be reliable must be designed while anticipating everything a programmer can possibly think could go wrong. Anything less is irresponsible.

      Yes there will probably be bugs, but if you design every function so it doesn't crash and burn on unexpected input, maybe even put in some paranoid protections, then there is a better chance someone won't die.

    28. Re:Like Microsoft by winwar · · Score: 1

      "You can tell the user error ones, they are the ones who don't realize the brakes can always stop a car even with a racing engine."

      Actually you can't. You can only tell if user error increased the severity of the incident. Braking works equally well when the car accelerates due to a mechanical or electronic failure. Failure to brake fails equally well in either case.

      There are probably multiple problems. Some pedals got stuck in the mats. Some people pressed the wrong pedal. And some got really stuck. Maybe there IS a software error. But until you have enough data, you have to assume the most likely problem. User error, then mats, then mechanical, then software. Because if you can't duplicate the problem, you can't fix it.

    29. Re:Like Microsoft by sowth · · Score: 1

      While plenty of corporations (and the people who run them) don't care whether lots of people die, just as long as the company gets money, anytime you sell millions of any one product, most likely someone is going to get injured or die from it.

      You can't have absolute safety all the time. Do you know how much labor would be required? It would probably take thousands (if not millions) of people to service just one person, and how are you going to feed and house those thousands (or millions) of slaves?

      People are going to die. You can't stop that. It is a question of how careful should you be. There is a reasonable medium between being so reckless you don't care, and so careful you never deliver anything.

      Though you do have a point about corporations being used to shield people from prosecution for their crimes...

    30. Re:Like Microsoft by winwar · · Score: 1

      No, Woz is an idiot. He has no idea if what he discovered is an actual flaw or a designed feature.

      If he were smart or had a clue, he would have taken the car in for service, reproduced the alleged fault and asked for it to be corrected.

      But then that wouldn't have gotten him much attention, now would it?

    31. Re:Like Microsoft by stewbacca · · Score: 1

      Decades? This whole thing will be an after thought with the next big celebrity breakup.

    32. Re:Like Microsoft by Mashiki · · Score: 1

      Toyota and Honda are quality? Okay. Keep telling yourself that, this has been an ongoing problem for a few years; and they tried to bury it under the rug. Go play with someone who did their time as a pit monkey and you'll find out quick enough how common this is.

      --
      Om, nomnomnom...
    33. Re:Like Microsoft by BronsCon · · Score: 1

      I'm no Apple fan, but...

      Are you trying to tell me than an idiot changed the face of consumer computing?

      --
      APK quotes people (including myself) without context and should not be trusted. Just thought you should know.
    34. Re:Like Microsoft by Anonymous Coward · · Score: 0

      they need to change their model to accommodate for hot-fixes. You shouldn't need to recall the car just to upgrade the firmware.

      Unlike Firefox on my laptop, my car can't connect to the internet and start downloading updates. Nor would I want it to. Continuing on that, my laptop was "recalled" by HP for exploding nVidia chipsets. They wanted me to urgently apply a firmware upgrade to the more aggressive fan profile. Even my internet connected laptop needed a recall to get the firmware updated.

      Someone mentioned Subaru flashing the ECU while in for an oil change. A couple points on this. One, not everyone feels like paying $60 for an oil change, two when it's a safety issue they have to initiate a recall to get word out, and three it's not unheard of for dealers to flash the ECU when the car's in.

    35. Re:Like Microsoft by Anonymous Coward · · Score: 0

      You're joking, right? Remember who's in charge of the mass media and where their logical enemies (i.e., unions) have most of their members employed. Remember, too, that coastal types would love for the US auto companies to die. They *love* foreign automakers.

    36. Re:Like Microsoft by Anonymous Coward · · Score: 0

      There's no telling how many potential customers they've lost because of this.

      CNBC this morning had a quote that said sales were down $150 million this week versus last week due to this issue. They have more problems than just recalls and lawsuits.

  3. OMG!!! by Anonymous Coward · · Score: 0, Offtopic

    Someone hacked Toyota and inserted a bit of dodgy software in the engine management system.

    It must have been China or T'rrists or Iran or whoever we want to blame this week.

  4. just use a PID controller. by happyjack27 · · Score: 1

    just put a PID controller in there. that'll fix it.

    1. Re:just use a PID controller. by TheRealMindChild · · Score: 1

      What does process id's have anything to do with this?

      --

      "When life gives you lemons, don't make lemonade. Make life take the lemons back!" -- Cave Johnson
    2. Re:just use a PID controller. by foodnugget · · Score: 1

      at the risk of feeding two trolls at once:

      http://en.wikipedia.org/wiki/PID_controller

      That aside, there most certainly are several control systems in the car, the problem is that they wind up in some kind of state that they shouldn't, and the result is full speed ahead.

    3. Re:just use a PID controller. by gtall · · Score: 1

      PID stands for Proportional, Integral, Derivative, it is a type of feedback control. I'd be surprised if the vehicle didn't have one of these and it itself is the source of the problem.

    4. Re:just use a PID controller. by bjs555 · · Score: 0

      It's most likely the cruise control already uses a PID algorithm. My guess is there's a reset windup problem, i.e., the integral term is allowed to grow to too high a value.

  5. Disconnect..... by Mark19960 · · Score: 3, Insightful

    They exist between developers/engineers and end users.
    You have call center workers that log this stuff in and then someone else that reads thru it and decides what gets passed on.
    The only time it actually makes it up the chain is when it hits CNN because someone died, or in the case of someone famous that says something to the media.
    Only now will they hear of it and investigate it.
    The guy says he can reproduce it, and it's Woz.... if he say it's there I believe him.
    It's too bad that most bugs go unfixed because of the barriers put in place.

    1. Re:Disconnect..... by Anonymous Coward · · Score: 0

      The guy says he can reproduce it, and it's Woz.... if he say it's there I believe him.

      That's you. In an India-based call center he could be Johnny P-Fuckall Jones and Sumaranathara Hammurishnikipatu manning the headset wouldn't know the difference. He'll follow his flowchart like everyone else.

    2. Re:Disconnect..... by fermion · · Score: 2, Interesting
      It is also the hubris of the developers. More than once I, and those that I know, have isolated issues with products only to be ignored by the developers. In one case, that of a website that used a third party for data, I was able to see that the URL was malformed. It was a very subtle error that most of the time would not manifest, and would unlikely appear in normal testing. I informed the developer of issue and the fix and was basically told I was an idiot.

      I don't blame the developer. I have been there and there is no way to know who is the quack and who is the knowledgeable amateur or pro. It does take time and resources. In some cases I have been in the situation where I was given the resources to chase down every issue, and that was fun. In other cases, unless something was about to blow up, we had to ignore it.

      With Toyota this seems to be a subtle but persistent issue. I, personally, have had control cable issues on every Toyota I have owned, be is a stuck gas pedal, a stretched clutch cable, or sticky brake. I suspect Toyotas have fundamental, albeit extremely minor, design problems in that area that have been amplified by an electronics issue.

      --
      "She's a scientist and a lesbian. She's not going to let it slide." Orphan Black
    3. Re:Disconnect..... by RAMMS+EIN · · Score: 2, Informative

      You are so right.

      I've worked in organizations that developed software, from small shops where the programmers talked to the customers directly, and huge organizations with several layers in between.

      In the small shops, the programmers know what is wrong with the software they make. They know, because the users tell them. They phone in and say "X doesn't work", and the programmer just keeps asking questions until they can reproduce the problem. If they don't sort it out over the phone, one visits the other and the problem gets demonstrated, documented, and fixed.

      In the large organizations, the programmers often don't even know what the software is supposed to do, much less how it fails to do it. I've literally seen developers ship software that was so broken it didn't even run. Often, the developers wouldn't hear about it, because the organization had an entire department dedicated to filtering bug reports. And this made sense, because most of the reports weren't for actual bugs in the software. But, in the end, a lot of users just stopped even filing the reports, convinced that they wouldn't be picked up, anyway.

      The funny thing is that the latter organization actually delivered a more pleasant experience for both the developers and the users. Why? Well, let's just say that software developers aren't always known for their good people skills. Users aren't, either. The large organization, however, had (surprise, surprise) an entire department dedicated to sweet-talking the users, and an internal code to prevent stepping on the developers' toes. There were never bugs, there were only ever things that would be improved in the next release. And that's something that everybody can live with.

      --
      Please correct me if I got my facts wrong.
  6. I don't believe it by kimvette · · Score: 4, Funny

    This new model has an accelerator that goes wild but only under certain conditions of cruise control. And I can repeat it over and over and over again — safely.'

    Um, fact check. 134hp, that's engine + synergy drive. 0-60 is about eight weeks (well, 9.8 seconds but what's the difference?)). Under no circumstance whatsoever short of driving off a cliff will a stock Prius accelerate wildly. Sorry Woz! ;)

    (Uh, I'm kidding. Obviously.)

    --
    The Christian Right is Neither (Christian nor right). See: Matthew 23, Matthew 25, Ezekiel 16:48-50
    1. Re:I don't believe it by DinDaddy · · Score: 1

      Accelerator goes wild does not equal wildy accelerating.

    2. Re:I don't believe it by lm317t · · Score: 1

      I have experienced 0-60 in half a sec in a Prius when I was rear ended by a Hummer when i pulled out in front of him. The airbag deployed and knocked off my beret, and my latte scalded my lips and soul patch, as I was about to take a sip. I am dead now but that is better for the planet because now my carbon foot print will be nil. Sadly though it destroyed my Obama/Biden '08 bumper sticker.

      Fuck my Karma, its funny b/c its true. Stereotypes save time. You know you have seen someone like this at a stoplight downtown, blaring NPR on their way to a Yoga class

      --
      EOF
    3. Re:I don't believe it by elrous0 · · Score: 1

      If it's any consolation, the guy in the Hummer may be alive--but he still has a tiny dick.

      --
      SJW: Someone who has run out of real oppression, and has to fake it.
    4. Re:I don't believe it by stewbacca · · Score: 1

      yes, but there are reports that an entire family was "wiped out" because the Prius they were in accelerated out of control to 130 mph...I don't think a Prius will go 130 (but haven't checked). And anyone who can't figure out how to stop an accelerating car before it gets to 130 mph probably shouldn't be allowed to operate it in the first place.

      That's not to belittle the loss or injury of people who's car might have caused them to lose control and crash, however.

  7. This always made me wonder by MonsterTrimble · · Score: 0

    Why certain critical vehicle systems would ever be allowed to be electronic without NASA level testing. Safety critical systems like steering, brakes and acceleration should never require electronics to controlled properly.

    --
    I call it 'The Aristocrats'
    1. Re:This always made me wonder by Anonymous Coward · · Score: 0

      I take the Segway approach. Sure, allow electronics, but have three independent electronic systems and require at least two to agree. Whenever one doesn't agree with the other two on a consistent basis, pop up a warning light.

    2. Re:This always made me wonder by FTWinston · · Score: 1

      NASA-level? I'd go for civil aviation level, for a much better safety record. But frankly, no one is going to go to the effort of having multiple redundant computer systems to control an accelerator pedal unless regulated to do so.

    3. Re:This always made me wonder by QuoteMstr · · Score: 1

      That's stupid: it protects against transient faults and hardware problems, but not logic bugs. What if all three have the same bug?

    4. Re:This always made me wonder by ekimminau · · Score: 2, Insightful

      Not sure what century you ar ein but "drive by wire" is pretty much the current wave of technology. I would expect manual linkage to steering, brakes and all drive train components to be a thing of the past in the VERY near future. Some of the drive train designs being unveiled at the autoshow put an electric motor on every wheel and eliminate mechanical drivetrain altogether.

      --
      Armaments, 2-9-21 And Saint Attila raised the hand grenade up on high, saying, 'O Lord, bless this Thy hand grenade' N
    5. Re:This always made me wonder by digitalPhant0m · · Score: 1

      That's funny, cuase I always wondered why people bought the UGLIEST hybrid they could find.

      I mean, c'mon I know you're a Hippster trying to be different by being the same, but the car is ugly.

    6. Re:This always made me wonder by TheKidWho · · Score: 1

      It's ok, they'll just issue a critical safety patch.

    7. Re:This always made me wonder by Vector7 · · Score: 1

      Okay then, how do you protect against a logic bug?

    8. Re:This always made me wonder by TheKidWho · · Score: 1

      Yes, well the OP is wrong to call it "Segway's" approach, it's used frequently by the military for aviation electronics.

      The way the logic bug issue is solved is simple, 3 different teams design each computer, each team using a different set of logic.

    9. Re:This always made me wonder by profplump · · Score: 1

      Having three teams code three versions does not solve (important) logic bugs, and while it's been tried in the past it's actual not a common approach anymore because it doesn't provide much (if any) reliability improvement and it's expensive.

      While independent teams are unlikely to produce the same random errors -- typos, etc. -- the "hard" part of the program logic are hard for all three teams, and they're all likely to make mistakes in those same difficult areas. Often the same sorts of mistakes. This is particularly true if "hard" and "poorly specified" coincide, which is not at all uncommon.

    10. Re:This always made me wonder by TheRaven64 · · Score: 3, Interesting

      If you think that approach is stupid, I suggest you never fly. Exactly the same approach is used in avionics, although I think they usually need a majority from 7 systems. Each system is designed by a separate team. They all solve the same problems, but in different ways, so hopefully they'll have different bugs.

      --
      I am TheRaven on Soylent News
    11. Re:This always made me wonder by Gordonjcp · · Score: 1

      Why certain critical vehicle systems would ever be allowed to be electronic without NASA level testing.

      I like the throttle-by-wire system on my '88 Citroën CX. The throttle pedal consists of a flat metal plate pivoted on a steel bar, and a steel wire bolted to the other end of the bar goes through the bulkhead into the engine bay and pulls a little lever on the side of the carburettor. The only time it gets affected by bugs is during the summer when the air filter gets a bit clogged. I have had a catastrophic throttle failures, when the wee spring came off the throttle lever and got lost (if you see a tension spring about 3/4" diameter and 2" long somewhere on the road between Dundee and Perth, it's mine). All that happened was it shut slowly and idled at 1300rpm.

      Low tech machinery is awesome.

    12. Re:This always made me wonder by Anonymous Coward · · Score: 0

      All military FBW aircraft I know of, have three separately developed systems as does the 777. All Airbus since the A320 have eight separately developed systems but for some reason that I'd really be interested in knowing, the A380 has 32 separately developed systems. Since correctness proof is a requirement, any system deviating from the rest is assumed to have a hardware flaw and therefore first restarted and if it persists, that system is shut down and in both cases, the incident recorded for maintenance to report.

    13. Re:This always made me wonder by jandrese · · Score: 1

      I personally would not want to drive a car that did not have manual linkage to the steering. Anybody who has ever had a power steering pump fail on them will know what I'm talking about. Heavy steering is much better than no steering at all. I also would not want a car that had purely electronic brakes for the same reason.

      Stuff breaks, and you want the failure condition to be as safe as possible.

      --

      I read the internet for the articles.
    14. Re:This always made me wonder by yurtinus · · Score: 1

      What it comes down to is the relative reliability between systems. Your current braking system will fail if one of the hydraulic lines is punctured and you lose pressure. In boosted brakes if the engine stops you lose a significant amount of stopping power. With an electronic system running on redundant wires, you could lose an entire brake and still manage. Also keep in mind that existing hydraulic systems have a cable driven backup (your handbrake), and I imagine an electronic system would have something similar. In the same vein, steering systems have mechanical linkages that can fail-- if a tie rod snaps you lose steering. Essentially, if an electrical system can be more reliable than its mechanical counterparts, it is worth considering. For the most part that hasn't happened for brakes and steering.

      Acceleration on the other hand is not really a "safety critical" system. Just about every modern car uses a drive by wire system for the accelerator rather than a throttle cable to the butterfly. A well-designed electronic system is not inherently less safe than a well designed mechanical system.

      --
      +1 Disagree
    15. Re:This always made me wonder by atrus · · Score: 1

      Provable software. Lots of time.

    16. Re:This always made me wonder by DamienNightbane · · Score: 1

      Mechanical controls rather than computers.

  8. I'm pretty sure... by GhigoRenzulli · · Score: 0

    ... he peed in the iPad when it happened for the first time.

    1. Re:I'm pretty sure... by omnichad · · Score: 1

      Only NASA employees where those while driving.

  9. No Sense... by Anonymous Coward · · Score: 0

    The whole Toyota recall thing doesn't make sense. Toyota describes sticking accelerators but, the reports from the consumers indicate unexpected self acceleration. Two very different problems with two very different causes.

    Sadly, the ambulance chasing lawyers have now all gizzed with excitement over Toyota's mishandling of this and, with the law suits flying, we'll likely not get a truthful and accurate description of the problem and cause for a very long while.

    1. Re:No Sense... by MrShaggy · · Score: 1

      When I see a toyota, it makes me JIzz in my pants.

      --
      I have mod points and I am not afraid to use them.
    2. Re:No Sense... by BobMcD · · Score: 1

      Sure, sure, but so does everything else...

    3. Re:No Sense... by Anonymous Coward · · Score: 0

      You must have to take a shower whenever a ferrari goes by... I feel sorry for you, sir. I just hope you don't live anywhere like the area of So Cal I do....

  10. iWoz cruising by Anonymous Coward · · Score: 0

    Sorry, but that's his own fault, he was using the "iWoz cruising" system.

  11. Jalopnik has been covering this... by GPLDAN · · Score: 5, Informative

    I have no great love for Wert and the Jalopniks, finding them to consistently side with the GOP on social issues and sidestep into political discourse way too much for a blog on cars.

    However, they have been frontrunning this story and trying to lead the charge to push it up to the MSM.

    Woz is Woz, he needs no introduction on /. If he calls bullshit on software design, it will get attention. Worse off, as Jalopnik shows on the bit on the Today show appearance by the Toyota CEO - they seem willing and ready to lie through their teeth about what was known, when it was known, and what their responses to the NTSB have been. Matt Lauer is sitting there with a copy of the NTSB report on his lap, saying they knew humidity was causing pedals to stick in 2007, and there is the Toyota CEO lying his ass off, saying only in October of 2009 was it brought to their attention. Toyota is recalling a shitload of Camrys and Corollas, and now Woz drops this bomb about Prius software design on them. It's time for the Hedge fund managers to make more money and short the hell out of Toyota.

    Note, in NTSB reports - many of these cars have had the brake pads TOTALLY burned through, indicating that once these cars took off on people, they COULD NOT stop. In the fatality cases, if the driver had forced the car into neutral (the linkage would have resisted, you would have needed to really muscle it) they could have saved themselves. Instead they rode the brake into an obstacle.

    This is PR nightmare time for Toyota. It will make the Ford-Firestone debacle look like simple times.

    1. Re:Jalopnik has been covering this... by zeet · · Score: 2, Insightful

      Yes, their coverage so far has suggested there's more to this problem than just the stated accelerator problems. Remember that this is a Japanese company, so there may be an attempt to push the problem off onto outside suppliers to avoid loss of face. There are several reports of problems that had nothing to do with a mechanically sticking pedal, and beside that the ECU software should disable the throttle-by-wire after the brake has been held down for several seconds. Other car manufacturers do that; if you hold down the brake for two seconds the throttle control is cut. Why not Toyota?

    2. Re:Jalopnik has been covering this... by Anonymous Coward · · Score: 0

      I don't honestly expect a CEO to know anything about anything. They should be the last people in front of the camera, because they've been the worst prepped and barely know what's actually going on in their own company.

      (Maybe if they had been more aware of issues like this at lower levels, problems wouldn't have gotten this bad.)

      The only people who should be talking are the engineers who discovered and are correcting the problem, or some sort of press secretary who knows what's going on well enough to brief the populace.

    3. Re:Jalopnik has been covering this... by Anonymous Coward · · Score: 0

      Note, in NTSB reports - many of these cars have had the brake pads TOTALLY burned through, indicating that once these cars took off on people, they COULD NOT stop. In the fatality cases, if the driver had forced the car into neutral (the linkage would have resisted, you would have needed to really muscle it) they could have saved themselves. Instead they rode the brake into an obstacle.

      I have not seen the reports but "burned the brake shoes"? Really? I have been in very few cars that the brakes were not a lot more powerful than the engine. The ones that weren't were rear drive 400+ HP cars with loads of torque and stock brakes. Far from what the typical Toyota has. I am not disputing the test results, I am more amazed that the brakes on these cars are that crappy.

      There are video floating around on you tube with people holding the brakes on cars and flooring it, I beleive they were in response to either a volv0 or a jeep incident where the owner plowed into their garage when the "accelerator stuck". I beleive in that one, the person was pushing the wrong pedal. Granted different thing all together than this issue with Toyota but still shows how even with the car floored, the brakes had no problem stopping the car.

    4. Re:Jalopnik has been covering this... by r_jensen11 · · Score: 1

      Remember that this is a Japanese company, so there may be an attempt to push the problem off onto outside suppliers to avoid loss of face.

      Since when has this been limited to Japanese companies?

    5. Re:Jalopnik has been covering this... by Cro+Magnon · · Score: 4, Funny

      The Japanese do it to save face, the Americans do it to cover their ass. Same behavior, but different parts of the anatomy.

      --
      Slow down, cowboy! It has been 4 hours since you last posted. You must wait another few hours.
    6. Re:Jalopnik has been covering this... by GooberToo · · Score: 1

      Believe what you want but you're ignoring basic physics.

      Learn the difference between static and dynamic friction. Here's a hint, brakes work off of friction. Learn what the impact of brake glazing will do to braking performance. Learn what the heating of brakes will do to braking performance. And this is all just off the top of my head.

    7. Re:Jalopnik has been covering this... by Anonymous Coward · · Score: 0

      They apply the formula. You know the one they openly mocked in Fight Club?

      http://jeremiahgrossman.blogspot.com/2006/12/applying-formula.html

      It really comes down to what do they think you dieing will cost them. Their moral compass is off if they apply this formula.

    8. Re:Jalopnik has been covering this... by Minwee · · Score: 5, Funny

      When you've got one firmly planted in the other, it's really no difference.

    9. Re:Jalopnik has been covering this... by Anonymous Coward · · Score: 1, Interesting

      Scuttlebutt is that Toyota never put in an override into the throttle software. In a case like the pedal sticking, pushing on the brakes should tell the system to ignore what the gas pedal is doing and stop trying to gun the engine. I doubt Toyota would ever admit that except under investigation.

      This is from someone who works at a competitor, so take it for what it is, an unsubstantiated rumor. But it does explain how that experienced Highway Patrolman died in that Lexus, calling in and saying he had no more brakes as he collided in the intersection.

    10. Re:Jalopnik has been covering this... by FrigBot · · Score: 1

      Citation please.

      No automatic transmission car I've ever driven has given me any resistance when trying to drop the car into neutral, at any speed and rpm, with the engine on or off. You don't even have to push the release button to do it. It's a traditional design feature. And I see no reason why a new Toyota would be any different.

      But then again, most people have no idea what neutral or the low gears are for.

    11. Re:Jalopnik has been covering this... by jandrese · · Score: 1

      Note, in NTSB reports - many of these cars have had the brake pads TOTALLY burned through, indicating that once these cars took off on people, they COULD NOT stop.

      I'll have to see the report to believe this. Unless people were grossly negligent in servicing their brakes, this would be pretty much impossible. Were people really stuck with runaway acceleration over the course of 50 to 100 miles? Were the breaks really so grossly substandard that they couldn't even stop the engine? Pretty much all cars have something on the other of 10x more breaking power than accelerating power, although I could maybe see this happening on Priuses with their relatively torquey low end thanks to the electric motors. But even then, you're talking about "runaway acceleration" in the 5-15 mph range.

      --

      I read the internet for the articles.
    12. Re:Jalopnik has been covering this... by NeoSkandranon · · Score: 1

      If you pump the breaks, you lose vac assist; could riding the breaks at less than full power cause the pads to glaze or heat so much you lose breaking power?

      --
      If you can't see the value in jet powered ants you should turn in your nerd card. - Dunbal (464142)
    13. Re:Jalopnik has been covering this... by MaWeiTao · · Score: 2, Insightful

      I have no great love for Wert and the Jalopniks, finding them to consistently side with the GOP on social issues and sidestep into political discourse way too much for a blog on cars.

      If you think they have a tendency to side with the GOP you clearly haven't been ont he site long enough. And I can't recall them over getting into political discourse beyond criticizing Cash-for-Clunkers. In general, however, Gawker Media, which is the company Jalopnik is owned by has a libertarian bent trending towards liberal. About the only reason I could see for you to hold the opinion you do is that they love cars. Perhaps you'd prefer that they were constantly bashing car for all the evils they've supposedly brought upon this world.

      I haven't heard anything about brake pads being totally burned through. And brake pads don't just burn through. They overheat and when they overheat they stop braking properly, but when they get down to temperature they start braking again. In the latest issue of Car & Driver they do braking tests on three cars running at wide-open throttle. That includes a V6 Camry, an Infiniti G37 and a Roush Mustang. They were able to bring all three cars to a stop from 70mph and 100mph. Brakes will overpower virtually any engine.

      However, you have to brake with conviction. The reason why brakes might overheat is that drivers don't immediately realize the severity of their predicament. So they stab at the brakes but then release them expecting the car will stop accelerating. It doesn't but by the time they start trying to actually stop the car the brakes are already getting hot. So at that point they start overheating and lose their ability to stop the car.

      But of course, there are other options for stopping a car. The first is putting it in neutral. The second is shutting the car off. Although the second option can be problematic if you lose assisted steering and braking. If those assists are electronic then you can keep the electronics running and still easily guide the car.

      The problem here is that this has been a known issue for several years now and Toyota has dismissed it, probably attributing it to user error. Toyota has already been facing problems of rusting frames on a huge number of their pickups. A lot of companies do this sort of thing, but Japanese companies have a particular tendency to not acknowledge issues. They'll address them in future updates but continue denying there's an issue with existing products.

      I have to say, this is one area where the US excels: consumer protection. Problems with vehicles almost always go public and recalls are issues sooner in the US than in the rest of the world. Only in the past couple of weeks has it been acknowledge that this problem extends to Toyotas overseas when this problem has been brewing in the US for much longer. I've noticed the same pattern with recalls from other automakers, including VW/Audi's problematic dual clutch transmissions. The US is the first market to have gotten the extended 10-year warranty. In the UK, however, it almost seems like they're still denying a problem even exists.

    14. Re:Jalopnik has been covering this... by jandrese · · Score: 1

      Glazing is not the same thing as "completely burned through". I would have a tough time believing that they even overheated the pads, that would take a LOT of "unstoppable" acceleration.

      --

      I read the internet for the articles.
    15. Re:Jalopnik has been covering this... by Anonymous Coward · · Score: 0

      Instead of assuming and being a jack ass, try it yourself. Brakes stop with friction and glazing does happen, that does not mean that brakes will automatically and instantaneous glaze and fry with your foot on the gas. Some cars maybe, some will not, I would think from my experience on working with cars over the years, many less will fail than will not fail. Try it yourself in a 4 clyinder front wheel drive car, go various speeds and hit the gas and brakes at the same time and floor it if you have too. I bet there is a 99% chance you will deaccelerate and stop with no brake damage. I've done it in quite a few smaller cars and everyone of them stopped without issue. I have a mid 90's Chysler van, the brakes are undersized and towing with it causes issues with the brakes, it also puts out 260 ft/lb torque at about 3000 rpm. I suspect that specific vehicle would have permannt damage trying to stop at full throttle. I have a small Hyundia Elantra, with the crusie control set at 55 and pulling up the e brake, the car rapidly slows down to 35 and the cruise shuts off, that is just the rear brakes, not the front. I've also done that in quite a few rent a cars as well. Yes doing this crap is stupid and many will say irresponsible but I'm "experimenting", just as I occasionally let my right tire drift off the road on some back roads to get a feel for how hard it is to control and get it back on the road, same with testing my braking ability and antilock brakes on wet roads, leaves, dry roads etc.. I also pull up my e brake and slide around bends sometimes too, i have a car with a posi rear as well, I give it a lot of throttle in the rain to feel how to manage the rear end. All dumb but yes it is fun but I also am trying to get a feel of what to expect when it might happen for real.
      Instead, we have people like you that have never tried it and claim you know what will happen with every car because you know brakes work off of friction? I've DONE it, not just talked about it.
               

    16. Re:Jalopnik has been covering this... by yurtinus · · Score: 2, Insightful

      I'd still need to see some citations. Brakes "totally burned through" takes a *long* time or *really* crappy brakes, you certainly aren't going to burn through a perfectly good set of brakes on one drive. If your throttle opens up and you brake to bring yourself to a *stop* your car will stop. Brake fade could have certainly occurred, it only requires the brakes to get extremely hot, which generally means long periods of brake use. Coming to a stop from highway speed isn't a long enough period, otherwise you'd have a ton more accidents at the bottom of long hills due to fade.

      Now, the acceleration issue could still be the cause if the drivers used the brakes to keep the speed in check for a while instead of bringing the vehicle to a stop. I won't claim that the accelerator faults aren't part of the problem, but proper driver education and response to the sudden acceleration would have prevented many accidents.

      --
      +1 Disagree
    17. Re:Jalopnik has been covering this... by drinkypoo · · Score: 2, Informative

      I would have a tough time believing that they even overheated the pads, that would take a LOT of "unstoppable" acceleration.

      I would guess that the Prius has inadequate brakes, counting on the regenerative system to take up the slack, which it would do if the car were operating correctly. In addition, as RPM approaches zero, the torque of an electric motor approaches the maximum, so the slower you got the car, the harder it would be to stop if the electric motor were convinced it needed to put out maximum power — which it would do if it were trying to accelerate. Of course, any responsible vehicle would permit the brake to take precedence, which is apparently not what happens here. It is not inconceivable that they actual problem has to do with the code regarding regenerative braking causing acceleration instead of deceleration, but now I'm just speculating wildly.

      The responsible thing to do is to open up the source (to a limited set of parties, I guess) and do an open audit. But Toyota apparently has magical source code, because almost everyone but Nissan has licensed it for their hybrids, along with other elements of Toyota's design.

      Overheating brakes is not all that hard. I've done it in a few vehicles and occasionally been amazed at how easy it was. Glazing typical composite pads is also quite simple. Now, I put DOT 5.1 fluid in all my vehicles, and always use full-metallic brake pads when they are available. These pads have slightly less stopping force than other pads, but are not at all susceptible to fade and produce less gases during abrasion, essentially eliminating the need (on the street) for grooved or drilled rotors, which I used to run on my 240SX with composite pads. They also carry more heat directly into the caliper's cylinder[s] via the piston, which is why I also upgrade the fluid. 5.1 is compatible with DOT3 or DOT4 in exactly the way that DOT5 fluid isn't; silicone fluid causes the remnants of DOT3/DOT4 fluid (and perhaps DOT5.1 as well) to pill and clog brake lines.

      --
      "You're right," Fisheye says. "I should have set it on 'whip' or 'chop.'"
    18. Re:Jalopnik has been covering this... by BitZtream · · Score: 1

      This is PR nightmare time for Toyota. It will make the Ford-Firestone debacle look like simple times.

      Interestingly enough, the Firestore issue wasn't really a problem. The tires were rated for a specific speed, and the drivers went long distances well above that speed in harsh conditions.

      The were driven out of spec by idiots in large SUVs who had no business driving in the first place.

      They made changes to the tires used anyway, but it doesn't change the fact that the problem was the driver running the tire well outside its spec'd rating, not just poor quality tires.

      That ordeal is roughly the same as blaming AMD because you overclocked/overvolted your CPU by 50% on both and it went up in a small puff of smoke.

      --
      Persistent Volume manager for Kubernetes - https://github.com/dwimsey/openshift-pvmanager
    19. Re:Jalopnik has been covering this... by zeet · · Score: 1

      Every culture certainly has a way to pass the buck. The Japanese are no exception, and since the supplier is not Japanese, it can be easier to blame them.

    20. Re:Jalopnik has been covering this... by Anonymous Coward · · Score: 0

      Could you explain exactly ~how~ the transmission linkage would resist being put into neutral? I call shenanagans on this. There is no feedback from an automatic transmission to the shift linkage. If you're going to make a point please try to do so without including made up "facts".

    21. Re:Jalopnik has been covering this... by Anonymous Coward · · Score: 0

      Saving face is right... didn't I hear that it isn't unusual for Japanese businessmen to choose suicide after a major screw-up/dishonor?

    22. Re:Jalopnik has been covering this... by Anonymous Coward · · Score: 0

      Of course, at least some of those "brakes burned through" problems are because people don't know how to handle the problem. They'll ride the brakes to keep the speed low, but not stop completely. Which will cause the brakes to overheat and warp. The brakes are perfectly capable of stopping the car with the engine running full throttle. The point is you need to actually completely stop and not let off them.
      The big story with the cop in the Lexus that got this started was apparently one of these (not the cop, the previous renter; why there's be so little upset at the rental agency is beyond me).

      There's a reason mountain roads have those run away truck ramps.

  12. Post video by ewg · · Score: 2, Insightful

    Posting video of the problem, demonstrating its repeatability, should get the attention of the vendor and of regulators.

    --
    org.slashdot.post.SignatureNotFoundException: ewg
    1. Re:Post video by martinX · · Score: 1

      I can't believe it took this many posts in /. for someone to post this. All Woz needs to do is find a friend with a video camera, reproduce the problem, post it on YT and we're done.

      --
      When they came for the communists, I said "He's next door. Take him away. Goddam commies."
    2. Re:Post video by dr_dank · · Score: 1

      Fire off a DMCA takedown notice and that video's as good as gone.

      --
      Where does the school board find them and why do they keep sending them to ME?
    3. Re:Post video by holmstar · · Score: 1

      Are you suggesting that Woz doesn't own a video camera?

  13. Re:Woz, you're an idiot by goodmanj · · Score: 1

    "lower gear"? Clearly you've never driven a Prius. A Prius don't have gears.

  14. Not just a car company by zerosomething · · Score: 1

    I guess they didn't realize they are not only a car company but also a computer manufacture and application developer? So apparently they never created a bug reporting process, like every other app developer and hardware vendor?

    --
    It all starts at 0
    1. Re:Not just a car company by jameskojiro · · Score: 1

      This problem didn't affect the testing they normally do with cars because the testing they normally do it usually constrained to smashing the car against a brick wall with dummies inside. And Dummies don't complain about unexpected acceleration.....

      --
      Tsukasa: All I really want, is to be left alone...
  15. But its the guy who can reproduce results! by Kludge · · Score: 2, Insightful

    If Woz can reproduce the problem, then I'll believe him.

    1. Re:But its the guy who can reproduce results! by captainpanic · · Score: 2, Interesting

      The car manufacturers checked and checked again. Found nothing.
      But the Apple dude says there's something wrong!

      I think I'll believe the computer guy, not the guys who actually designed, tested, certified and built the car.

      If Woz can reproduce the problem, then I'll believe him.

      Reproducing the problem is not the same as making the right diagnosis.

      I am sure he can reproduce the problem.
      I am not sure that his diagnosis of a computer system which he has not taken apart, and with which he hasn't tinkered, is right.

      However, if he HAS tinkered with the Toyota's computer system - that would be a great diagnosis in itself, and perhaps a reason for the malfunction (apologies to Apple fans for blasphemy) and perhaps Toyota would blame him.

      Frankly, it can be Woz, hell, it could be the entire Apple team - I don't see why toyota should treat him as anything but just a normal customer... unless the Prius runs on Apple software and hardware.

    2. Re:But its the guy who can reproduce results! by jeffmeden · · Score: 1

      The "problem" being that hitting the 'accelerate' button on the cruise control causes the car to accelerate?

      Most cruise control systems have an on/off switch, a cancel button, a decel/coast button, AND an input from the brake (and clutch if equipped) that ALL deactivate the acceleration caused by the cruise control. Not to mention the option to deactivate the engine with the key, or shift the transmission into neutral. It's a great example of a properly redundant component of the car. Stop complaining Woz, you hit accelerate and it accelerated; you used one of the many stopping methods and it stopped. The problem, if it exists, lies in the definition/function of the 'accelerate' button on the cruise control. Poor U/I design? Maybe. Safety issue? No more unsafe than having the cruise control system installed at all.

    3. Re:But its the guy who can reproduce results! by c_sd_m · · Score: 1

      Frankly, it can be Woz, hell, it could be the entire Apple team - I don't see why toyota should treat him as anything but just a normal customer... unless the Prius runs on Apple software and hardware.

      Because there's a large number of people who trust him more than Toyota? We know he's got brains and we're pretty sure he doesn't have much to gain from making Toyota look bad. Plus, right now anyone who can clearly reproduce and detail these issues should be getting some satisfaction from Toyota, not just fed a telephone script.

  16. Re:Woz, you're an idiot by Darth+Snowshoe · · Score: 1

    I'm willing to give Woz the benefit of the doubt on this until his complaint is actually heard, tested and responded to by Toyota. He's generally a smart guy (if a little wacky sometimes.) And he's got a lot of time on his hands, and no obvious motive for smearing Toyota.

  17. wild but only under certain conditions by Anonymous Coward · · Score: 2, Funny

    Sounds like Woz's stint on "Dancing with the Stars."

    1. Re:wild but only under certain conditions by RyuuzakiTetsuya · · Score: 1

      or Kathy Griffin.

      --
      Non impediti ratione cogitationus.
  18. Toyota Accelerator "Not an Electronics Problem" by ekimminau · · Score: 1

    A Toyota PR executive has gone on record, on camera, saying this isn't an Electronics issue. Woz stating uncategorically that not only is it tied to Cruise COntrol (an electronic component) but that it is reproduceable at will on the newest version that isn't covered by the planned recalls, underscores that it most certainly IS an electrical issue. Personally, if I owned ANY model of the vehicles currently targeted for recall, I would drive to my nearest dealer, demand in writing that they tell me I will NEVER have the accelerator issue and offer them the chance to take my vehicle and let me drive a vehicle that they will tell me will never have the issue until mine has been repaired. I would record the conversation and tell them in no uncertain terms that should my life be endangered by their product, I will expect the resultant lawsuit to make me a majority owner in whatever remains of their company. An electronics related issue for Toyota is VERY bad since the majority of their vehicles share common electronics components, one of their trademarked solutions for efficient production and manufacturning cost savings. Now for the troll: For all you poor schmucks with your regal attitude for buying non-American vehicles because Toyota has "so much higher quality" I would like to thank you in advance for thinning your end of the gene pool. Especially all you Apple Fan Boyz who bought a Prius to be "just like Woz".

    --
    Armaments, 2-9-21 And Saint Attila raised the hand grenade up on high, saying, 'O Lord, bless this Thy hand grenade' N
    1. Re:Toyota Accelerator "Not an Electronics Problem" by DamonHD · · Score: 1

      Cor, and all for the retail price of the vehicle. Aren't they lucky.

      Rgds

      Damon

      --
      http://m.earth.org.uk/
  19. Re:Woz, you're an idiot by s122604 · · Score: 2, Insightful

    [quote]Any car will 'accelerate wildly' under cruise control, given the right conditions, i.e. you are going up a hill and it can't maintain speed in the current gear. [/quote] The condition you describe, in a car with an automatic transmission, will cause the auto to down-shift, not "accelerate wildly".... I am glad for this thread though, there was a discussion on fark about the vapid Toyota fanboy-appologist crowd, and how they just might be "the Apple of cars".. It looks think that circle is now closed..

  20. Safely. noted this one on /. before: by leuk_he · · Score: 5, Informative

    woz said he could reproduce safely .. I bet it is the same isssue as : This poster op

    "I can nudge my cruise control speed lever and my speed barely goes up, say from 80 to 81.I nudge at again and again, up to 83. Then I nudge it again and the car takes off, no speed limit. Nudging the cruise speed control lever down has no effect until I've done it about 10 times or more. By then my Prius is doing 97. It's scary because it's so wrong and so out of your normal control. I tested this over and over the night I observed it."

  21. A Public Service Announcement to AllToyota Drivers by Wrath0fb0b · · Score: 0, Redundant

    First, of course get your car serviced if it's part of the official recall. That's a gimme.

    More importantly, if your car starts accelerating uncontrollably as if the throttle is stuck all the way open, for the love of god grab the key and TURN OFF THE ENGINE. Yes, you will lose power steering and brakes -- this is still preferable to attempting to drive the car at 100MPH until it runs out of gas. This didn't seem too difficult to me, but apparently a State Trooper in CA decided to call 911 before taking this rather obvious step.

    The 911 call came at 6:35 p.m. on Aug. 28 from a car that was speeding out of control on Highway 125 near San Diego. The caller, a male voice, was panic-stricken: "We're in a Lexus ... we're going north on 125 and our accelerator is stuck ... we're in trouble ... there's no brakes ... we're approaching the intersection ... hold on ... hold on and pray ... pray ..." The call ended with the sound of a crash.

    http://www.nytimes.com/2010/02/01/business/01toyota.html?hp=&pagewanted=all

    I know it's not kind to speak ill of the dead, and I understand that it wasn't their fault that their car was fatally defective (and Toyota is completely at fault) but it's hard for me to comprehend how someone could fail to deduce the rather straightforward solution to their problem -- car is going too fast => stop the engine. This has really been boggling my mind for the past week as these incidents pile up -- if someone can explain this to me, I'll be eternally grateful.

  22. It passed QAT, so no bugs here... by Dr_Art · · Score: 1
    So what Mr. Hanson is saying is that since the QAT team didn't catch it during test phase, the issue can't exist. Classic!

    'After man-years of exhaustive testing...'

  23. Re:But it's the Apple dude who says so! by Maxo-Texas · · Score: 1

    I think i'll believe THE computer guy.

    --
    She was like chocolate when she drank... semi-sweet at first and then increasingly bitter.
  24. Re:But it's the Apple dude who says so! by putaro · · Score: 1

    Well, if testing was perfect there would be no bugs out in the field. Hmmmm...

    I learned a long time ago that when I say my product "shouldn't" do something that's not the same as it "doesn't" do something. When I have a user come to me and tell me that's it doing something I don't think it "should" be doing, I start by believing that they are seeing the issue they tell me they're seeing. Often it turns out that they are not seeing what they think they're seeing, but some times it turns out that what I think the product should do is not reality.

    Here we have someone who claims to have a reproducible test case. That's gold when you're trying to track down a problem. It may turn out to be some manufacturing defect peculiar to his car, it could be that what he thinks is a bug is really a feature, but it's definitely worth looking into, especially when your company (Toyota) is losing millions of dollars ever day because of the possibility of this bug being real.

  25. Re:But it's the Apple dude who says so! by kannibal_klown · · Score: 5, Insightful

    To play devil's advocate...

    Woz's problem might be specific to his own car.

    I had an issue with my Cadillac's throttle assembly 3 months after buying the car (new). It was a bad sensor.

    At the time I didn't know what it was (throttle, fuel line, transmission, etc). I searched through the big forum where EVERYONE reports their CTS problems and I only found 1 guy with a similar (yet different) issue. There was no tech bulletin about it, no forum posts, etc. There were other common issues out there which I managed to avoid, but this one was my particular piece that was the issue.

    In short: until the car's engine temp reached equilibrium, pressing the accelerator more than 1/2 way caused the engine to buck wildly. It was like I was alternating between flooring the gas pedal and taking my foot off every second. This made merging and and stop signs quite unsafe, and I was able to replicate it 100% of the time so long as the car was cooled down first.

    I had to take it to the shop 3 flippin' times before they addressed it. The first few times they said "no problem, drive it until it's worse." I had to sit in the car with a tester and finally told him "xxxx it, just floor it." He flipped out and what the car did and called a tech from corporate to look at it.

    So, it's possible he has an issue that's related to the Recall but not part of the same batch of issues. It's a long shot, but still possible.

  26. Honestly, officer, it wasn't me! by gwayne · · Score: 3, Interesting

    I got a speeding ticket last year while driving my mother-in-law's new Toyota Sienna for the first time. I was following a vehicle through a work-zone with the cruise control set at 50-mph (so I thought). The vehicle in front of me changed lanes and the van accelerated rapidly to 65-mph...right past a cop. I tried to explain to him that the van did it, but he didn't care.

    I know now that the digital cruise control, in combination with the collision-avoidance "radar" in the Toyotas will regulate the vehicle speed, but what happens when the vehicle in front of you moves or accelerates is sometimes erratic behavior. Could this be related to what's happening? Is it user error?

    1. Re:Honestly, officer, it wasn't me! by ekimminau · · Score: 5, Insightful

      If you have your cruise set to 65 and it drops you down to 50 to keep from rearending the guy in front of you in a work zone and, when he moves, your vehicle accelerates back up to 65 the problem is behind the wheel. There is no excuse for you running cruise in a work zone and allowing you vehicle to exceed the posted speedlimit.

      --
      Armaments, 2-9-21 And Saint Attila raised the hand grenade up on high, saying, 'O Lord, bless this Thy hand grenade' N
    2. Re:Honestly, officer, it wasn't me! by Big+Boss · · Score: 1

      I agree with this, however, I think the manufacturers have some liability here as well. It would be dead simple to put a display of the cruise control set speed on the dash. I'm very surprised that even more computerized cars like the Prius with the huge LCD in the dash, don't have this.

    3. Re:Honestly, officer, it wasn't me! by noidentity · · Score: 1

      The fact that his vehicle slowed to 50 might have caused him to think that cruise control wasn't on anymore.

      I personally don't like cruise control, except for long distances on the open highway. Hmmm, I suppose this IS all it's intended for, actually. Sometimes I'm with my father and he's constantly messing with the cruise control buttons. I'm thinking that if you have to adjust it that much, it means you shouldn't be using it.

    4. Re:Honestly, officer, it wasn't me! by Anonymous Coward · · Score: 0

      It would seem to me that the obvious answer to this (from a hardware standpoint) would be to have a display or light that lets the driver know when the cruise control speed has been lowered by the collision-avoidance radar.

      (The deluxe version of this would be to have a display that tells you the speed your cruise control is actually set at, again with an indicator if the vehicle is being slowed down by the collision-avoidance radar.)

      From a practical standpoint, yes, drivers, please turn off your cruise control when entering a work zone (or at least turn it off and then reset it at the correct speed).

    5. Re:Honestly, officer, it wasn't me! by gwayne · · Score: 1

      Let me clarify that this "work zone" was about 20 miles long, and the vehicle didn't decelerate to keep me from rear-ending the vehicle in front of me. I dropped in behind him at the posted speed and "set" the cruise like you would in any modern vehicle.

    6. Re:Honestly, officer, it wasn't me! by gwayne · · Score: 1

      One other thing -- the collision avoidance radar regulates the cruise control. It will actually follow a vehicle, matching it's speed, at a user-selectable distance.

    7. Re:Honestly, officer, it wasn't me! by spidr_mnky · · Score: 1

      That's probably why he used the phrase "user error". Regardless, if a car has a system in place that's screwing with the operation of the vehicle, there should at least be some kind of idiot light, blinky red thing with a succinct label to the effect of, "I'm saving your ass by not allowing you to run into something. Act accordingly."

    8. Re:Honestly, officer, it wasn't me! by richlv · · Score: 1

      one of us must be bad at reading skills.

      "cruise control set at 50-mph"

      --
      Rich
  27. The iCar ..... by jameskojiro · · Score: 1

    I can just see the iCar, which will only be able to accelerate only as much as Apple thinks you should accelerate and will only work with an iPod/iPhone and will only be able to use Apple approved fuel in it...

    --
    Tsukasa: All I really want, is to be left alone...
    1. Re:The iCar ..... by rennerik · · Score: 0

      I can just see the iCar, which will only be able to accelerate only as much as Apple thinks you should accelerate and will only work with an iPod/iPhone and will only be able to use Apple approved fuel in it...

      Hey, I'm always up for some Apple bashing but really? This article is about Toyota. How did Apple get into the pic-- wait. I get it... computer stories beget car analogies, thus car stories beget computer analogies. Nevermind, carry on!

    2. Re:The iCar ..... by Anonymous Coward · · Score: 0

      Don't forget the iTunes for cars. Now with Apple-approved Scents!

    3. Re:The iCar ..... by SuiteSisterMary · · Score: 1

      How did Apple get into the pic-- wait. I get it... computer stories beget car analogies, thus car stories beget computer analogies. Nevermind, carry on

      Really? I'd have thought the link would be the, oh, I don't know, submission being from the cofounder of Apple.

      --
      Vintage computer games and RPG books available. Email me if you're interested.
  28. Re:Woz, you're an idiot by Roberticus · · Score: 1

    How can one accelerate and not be able to maintain speed at the same time? I think you may be confused on the definition of "accelerate".

    Wouldn't normally be this pedantic, but when you start a thread out by calling someone else an idiot...

  29. mechanical accelerators over 80 years in vehicles by peter303 · · Score: 1

    I think Woz is right. Engineers have built the mechanical accelerators for almost a century. Everyone here knows how bugs can creep into computerized systems.

  30. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 0

    Darwinism...

  31. Almost as frustrating as the article by SendBot · · Score: 3, Interesting

    I can imagine that woz explained specifically what the problem is (and how to reproduce it), but the article doesn't mention any specifics. Now I have nothing empirical to form an opinion off of.

    Thanks a lot modern news media!

    1. Re:Almost as frustrating as the article by Anonymous Coward · · Score: 0

      No shit! Is it too hard to ask 5 fucking questions? Evidently so.

    2. Re:Almost as frustrating as the article by L4t3r4lu5 · · Score: 1

      He posted the very same information in a Slashdot post in November. User ID SteveWoz.

      --
      Finally had enough. Come see us over at https://soylentnews.org/
    3. Re:Almost as frustrating as the article by c_sd_m · · Score: 1

      As noted above, he already told /.

    4. Re:Almost as frustrating as the article by elrous0 · · Score: 1

      Are you kidding? Most reporters can barely spell their own names.

      --
      SJW: Someone who has run out of real oppression, and has to fake it.
  32. Re:Woz, you're an idiot by Liquidrage · · Score: 0, Redundant

    Wow. I never new that. So how does it move then? Happy thoughts?

  33. Re:Woz, you're an idiot by omnichad · · Score: 1

    The hushed recalls were the last piece of that puzzle.

  34. Re:OP, you're an idiot by ragefan · · Score: 1

    Here's what you do: manually put the thing into a lower gear before it loses speed. Problem solved.

    Every car I've ever driven turns off cruise control when gears are changed.

  35. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0

    No gears?! What does it have, then? A continuously variable gear ratio? Are you from the future?

  36. Do not Fuck with the WOZ! by Sfing_ter · · Score: 5, Funny

    Do NOT Fuck with the WOZ!
    Just DON'T
    It is not prudent.

    --
    A computer once beat me at chess, but it was no match for me at kick boxing. Emo Philips
    1. Re:Do not Fuck with the WOZ! by mishehu · · Score: 1

      Hey, it's not like we're talking about Chuck Norris or Charles Nelson Reilly here...

    2. Re:Do not Fuck with the WOZ! by confused+one · · Score: 1

      But he didn't follow one of the cardinal rules of the internet: Video, or it didn't happen!

    3. Re:Do not Fuck with the WOZ! by ViViDboarder · · Score: 1

      Every day on his birthday Woz picks one lucky kid and throws him to the moon.

    4. Re:Do not Fuck with the WOZ! by Anonymous Coward · · Score: 0

      ....Unless you're a judge on Dancing With The Stars....

    5. Re:Do not Fuck with the WOZ! by Torodung · · Score: 1

      He needs to hire Chuck Norris to "talk" with Toyota.

      --
      Toro

    6. Re:Do not Fuck with the WOZ! by Anonymous Coward · · Score: 0

      Yeah, if you start shit with him he might sit on you.

    7. Re:Do not Fuck with the WOZ! by Anonymous Coward · · Score: 0

      Do not taunt happy fun Woz!

  37. Not just software by wcbsd · · Score: 1

    I think that Woz's point about software glitches is a good one, but it may be just a red herring in this case. Toyota's got quality problems up the wazoo, both software and hardware (defective wazoos to be recalled later this quarter). IMHO (and the NSHO of many pundits lately) is that a focus on speed and growth, rather than planning and quality, is at the root of the problem. Sounds very much like the state of many corporate IT shops.

    Check these out:
    http://townhall-talk.edmunds.com/direct/view/.f0eb3fd
    http://www.edmunds.com/toyota/sienna/2004/discussion.html

  38. Re:But it's the Apple dude who says so! by mcgrew · · Score: 5, Insightful

    As someone who has written a program I was sure was bug-free after repeated testing, only to have somebody who doesn't know jack about programming find a bug, I have to disagree; Woz is probably right.

    Especially remembering about the Pinto gas tank; ten bucks to fix a deadly problem they kept secret. How do you know the manufacturer found nothing? I trust a corporation about as far as I can throw their headquarters building. I would not be surprised if it came out that there is a problem, the manufacturer knows about it, but it will cost ten bucks per car for a recall. They'll weigh cost of the possible lawsuits against the surety of the cost of the recall, and if the suits are cheaper, they're not going to care about people dying.

    Corporations do NOT care about your safety unless it is monetarily profitable to them or a government forces them to.

  39. Re:But it's the Apple dude who says so! by JWW · · Score: 1

    Umm, the dude is question is a world class tinkerer and computer INVENTOR. Yeah, he might know how to diagnose electronic control logic problems.

  40. TERRIBLE ADVICE by dtolman · · Score: 5, Insightful

    You do NOT turn off the car - this could lock your wheel, preventing you from steering altogether. Whats more, you'll lose power brakes - you know - the things that will stop your car quickly. Instead:

    Put the car in NEUTRAL. The engine will disengage.
    Hit the brake HARD. Do not pump.
    Steer the car off the road, and once its stopped, you can PARK it and turn off the engine.

    1. Re:TERRIBLE ADVICE by cpotoso · · Score: 1

      This whole "sudden acceleration" issue is a non-issue (or at least it should be a bug, but not a horrible death trap) if people just had functioning brains; as the parent said: "PUT THE DAMN CAR IN N and PRESS THE BREAKS" and all should come to a stop. I guess that too many cheeseburgers with super-sized fries have finally shown their effects in people's brains...

    2. Re:TERRIBLE ADVICE by Rival · · Score: 1

      Somebody mod dtolman up, and Wrath0fb0b down. Please.

      Putting wrong information out there about how to make a split-second decision in a rare, left-threatening emergency is very irresponsible.

      dtolman is correct. To reiterate:

      Put the car in NEUTRAL. The engine will disengage.
      Hit the brake HARD. Do not pump.
      Steer the car off the road, and once its stopped, you can PARK it and turn off the engine.

    3. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 2, Insightful

      BREAKS? You're one to talk to down to people.

    4. Re:TERRIBLE ADVICE by Wrath0fb0b · · Score: 1

      You do NOT turn off the car - this could lock your wheel

      Steering wheels do not lock until you remove the key from the car altogether. Try it when you get into your car next. Pull the key out, turn the wheel until it locks and then put the key back and turn to the ACC position (not the ON position where it would be during normal operation) and see that it unlocks the wheel. Maybe Toyotas are different, but I doubt it.

      The problem with putting the car in neutral with the throttle stuck is that you are going to be redlining your engine with no resistance, which is less than good for it. I'd rather not damage or destroy my engine if not absolutely necessary (although I suppose Toyota would kick in for a new one). Plus, if the engine blows a seal or seizes, you aren't going to have power steering or brakes anyway.

      Finally, a person of moderate strength is still capable of braking from highway speeds without power assist. It's not an easy as with assist but neither does it require superhuman strength.

    5. Re:TERRIBLE ADVICE by mother_reincarnated · · Score: 1

      Mod parent up and GP DOWN!

      NEUTRAL people, not key off...

    6. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      If the key is in the ignition, the wheel lock is disengaged - at least it works this way on my car.

    7. Re:TERRIBLE ADVICE by Hognoxious · · Score: 1

      Is it possible to put an automatic in neutral while it's moving? They have all sorts of interlocks on them.

      Of course if it's a manual you can just drop the clutch.

      --
      Confucius say, "Find worm in apple - bad. Find half a worm - worse."
    8. Re:TERRIBLE ADVICE by Jesus_666 · · Score: 1

      For sake of completeness, the appropriate equivalent for manual-transmission cars (slightly extended):

      1. Take right foot off gas pedal
      2. Slam right foot on clutch
      3. Slam left foot on brake (can be performed simultaneously with step 2)
      4. Steer off the road once it's reasonably safe to do so
      5. Turn off engine
      6. Engage hand brake
      7. Engage emegency lights and follow standard car breakdown procedures

      --
      USE HOT GRITS WITH STATUE OF NATALIE PORTMAN (NAKED AND PETRIFIED)
    9. Re:TERRIBLE ADVICE by L4t3r4lu5 · · Score: 1

      This applies when doing 90 on a freeway, yeah? Better advice is "Put it in neutral, put your hazard lights on, steer to the hard shoulder / side of the road, break safely.

      Any aggressive change in speed or direction should be avoided AT ALL COSTS no matter where you are. What you need to to is maintain composure and keep control of your vehicle. As soon as your wheels lock, you've lost it, and on a high speed road a lot of people could die.

      --
      Finally had enough. Come see us over at https://soylentnews.org/
    10. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      You do NOT turn off the car - this could lock your wheel, preventing you from steering altogether. Whats more, you'll lose power brakes - you know - the things that will stop your car quickly. Instead:

      Put the car in NEUTRAL. The engine will disengage.
      Hit the brake HARD. Do not pump.
      Steer the car off the road, and once its stopped, you can PARK it and turn off the engine.

      I disagree. Most cars have a safety device which will prevent you from turning the key off to the point it will lock the steering wheel as long as it is in gear. I would know, that safety device broke in my car and I couldn't turn the key all the way off without finding a special release switch. Turning off the engine but keeping the key on the accessory position is a viable option if you can't shift into Neutral.

    11. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      I've never seen a car that will lock its steering wheel when you turn it off while it is still in gear. The steering wheel only locks when you have the key all the way over, which you can only do when the transmission is in park (or neutral?). All you lose is power steering and power brakes and you have to rely on armstrong steering. Not really that huge of a deal when the vehicle is moving.

    12. Re:TERRIBLE ADVICE by Trifthen · · Score: 1

      2. Slam right foot on clutch
      3. Slam left foot on brake (can be performed simultaneously with step 2)

      Where on Earth is your clutch, good sir?! Or is crossing your legs an important part of this process?

      --
      Read: Rabbit Rue - Free serial nove
    13. Re:TERRIBLE ADVICE by chickenrob · · Score: 1

      whatever. I had the cruise control stick on my lincoln a few times. I turned the car off (the first click back on most cars turns the engine off but does not lock the steering wheel). Contrary to popular belief you can have relatively good control of a car without the power steering and brakes. Use the muscles God gave you to steer the car to the side of the road and pump the brakes to build pressure in the braking system.

      --
      People say my sig is the best thing about me.
    14. Re:TERRIBLE ADVICE by mevets · · Score: 1

      Sorry to be picky, but emergency lights before brakes is a better idea.....

    15. Re:TERRIBLE ADVICE by dtolman · · Score: 1

      Maybe you are correct - I could swear I've been in cars that locked in off, but did not in ACC. In any case...

      This is an emergency situation. Your primary goals should be getting the car stopped, and off the road without hitting anything. How your engine fares should be least on your mind...

      Turning off the car should be a last resort since you are partially disabling systems you need in this situation - brakes and steering. Why turn OFF the car, when you have other things to try first:
      Brakes (which should overcome the engine alone)
      Disengaging the Engine via the clutch/shift to neutral - which will allow the Brakes to function 100%

      The best I've read on this is car and driver:
      http://www.caranddriver.com/features/09q4/how_to_deal_with_unintended_acceleration-tech_dept

      They say:
      Press the brake all the way down - once. No pumping
      Shift to neutral/park or disengage clutch.
      Turn key to ACC/disable engine with push button (which can take as long as 3 seconds) as last resort.

    16. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      Of course you turn off the car. Dropping it into neutral under full rev could be very bad for your engine (and, as others mentioned might require a lot of muscle).

      The only way a wheel locks is if you have turned it further than you ever would at speeds exceeding 2mph, and the wheel won't lock with the keys in anyway. Most cars are perfectly driveable with no power steering or brakes too, just takes more oomph. Heck, some of my early cars I never bothered to fix the power steering when it broke. I guess if you were one of those 100lb soccer moms in an excursion or something it could be problematic.

      Also, don't forget those handy emergency brakes for, you know, emergencies.

    17. Re:TERRIBLE ADVICE by Jesus_666 · · Score: 1

      ...good catch. Well, if you're in one of these driving school cars with a second set of pedals on the right side you could reach over and hit the right clutch - but I can see how that might be considered unergonomical. And completely insane.

      Alternatively, I might have used the wrong words but since being unreasonable on the internet is much more acceptable than being wrong on the internet I clearly thought of the driving school car thing the whole time.

      --
      USE HOT GRITS WITH STATUE OF NATALIE PORTMAN (NAKED AND PETRIFIED)
    18. Re:TERRIBLE ADVICE by Itninja · · Score: 1

      ...redlining your engine with no resistance

      Again, wrong. All modern cars have a governor on the engine to prevent damage when not in gear. When the cars are in park or neutral, the engine will generally not exceed 4k RPMs, even with the accelerator floored. I have tried this in my Dodge Neon and my Scion xB (a Toyota) and confirmed.

      --
      I judt got a nre Kinesis keybiartf so please excusr ant egregiou typos.
    19. Re:TERRIBLE ADVICE by maxume · · Score: 1

      It usually is. I can only think of automatics that have been organized as PRND21, and I think I can slip my car from D into N without engaging the shift lock button (the button needs to be pressed to move out of park, and so on).

      --
      Nerd rage is the funniest rage.
    20. Re:TERRIBLE ADVICE by Trifthen · · Score: 1

      For a second I thought you were going to say, "That's where the clutch is! In Europe...."

      --
      Read: Rabbit Rue - Free serial nove
    21. Re:TERRIBLE ADVICE by Sepultura · · Score: 2, Informative

      Wrong, at least for Toyotas - See http://www.toyota.com/recall/pedal.html
      Note:
      "If unable to put the vehicle in Neutral, turn the engine OFF. This will not cause loss of steering or braking control, but the power assist to these systems will be lost.
      If the vehicle is equipped with an Engine Start/Stop button, firmly and steadily push the button for at least three seconds to turn off the engine. Do NOT tap the Engine Start/Stop button."

    22. Re:TERRIBLE ADVICE by bell.colin · · Score: 1

      Except that the people that are always arguing that driving is a right rather than a privilege forget that drivers license is an operating license, as in you are are trained to operate that class of vehicle and are trained in it's safety operations and now they forget what they are supposed to do. (after all we have states that seem to hand them out like candy)

    23. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      Is it possible to put an automatic in neutral while it's moving?

      Yes

    24. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      I had a similar problem with my Mazda pickup. It has old school accelerator pump controlled fuel system with no fuel (fool) injection. It raced on and stuck on the hills going up to Boston Bar in the Fraser Canyon. I had to take it out of gear and let the engine almost explode, find a pull out and get out my can of WD40 and tools.

      The point being that old school driving sense is lacking with todays gizmo oriented drivers and if something fundamental goes wrong they are at a total loss and do not fall back on "what to do if" common sense. They look for a more complicated and usually ineffective solution.

    25. Re:TERRIBLE ADVICE by Rob+the+Bold · · Score: 2, Interesting

      This whole "sudden acceleration" issue is a non-issue (or at least it should be a bug, but not a horrible death trap) if people just had functioning brains; as the parent said: "PUT THE DAMN CAR IN N and PRESS THE BREAKS (sic)" and all should come to a stop. I guess that too many cheeseburgers with super-sized fries have finally shown their effects in people's brains...

      Isn't it bad enough that other cars on the roads can do unpredictable things on the road? Now you gotta be prepared for your car to go nuts too? Most of the time what you describe is what happens -- driver gets the car back in control. You don't hear much in the news about accidents that don't happen, though. Accidents do happen when a sufficient number of problems arise at once and exceed the driver's ability to cope with all of them in time. Some of those things are the your fault, some are the other guy's fault, some are your passengers', some are environmental, some just happenstance. Exceed the driver's ability to cope and you will occasionally get crashes. Put enough cars on the road and "occasionally" adds up. This has nothing to do with diet, excepting actually eating while driving of course.

      --
      I am not a crackpot.
    26. Re:TERRIBLE ADVICE by Rob+the+Bold · · Score: 1

      Sorry to be picky, but emergency lights before brakes is a better idea.....

      I always turn on the emergency lights right before braking or steering out of a potential accident. You're kidding, right?

      --
      I am not a crackpot.
    27. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      Yuo have to both turn the engine off AND remove the key before the steering will lock. Sure, you still lose the power steering and power brakes, but if you are having trouble getting itinto neutral while the transmission is under load and there is no corner coming up I see no problem.

    28. Re:TERRIBLE ADVICE by multipartmixed · · Score: 1

      > Steering wheels do not lock until you remove the key from the car altogether.

      I had a stuck accelerator in a '92 Sunbird once, and I did turn the ignition off. The goddamned steering locked, and although I was able to brake without power assistance, I put half the car up a curb and on the sidewalk at 35 mpg because I couldn't steer. Luckily, the road was pretty straight.

      The next time that happened, I wasn't sure if the engine had a rev limiter or not, so I just overpowered it with the brakes and stalled it out from 100 mph. It's a good thing I'd had the first experience under my belt, as this time it happened on a twisty mountain road. I don't know how much power these Toyota engines put out, but front disc brakes in good condition can overpower a little ~110hp four-banger without any problems. Mind you, they won't necessarily be in good condition *afterwards*.

      There was no third time. The first time I took the car into the shop, the second time I fixed it myself.

      --

      Do daemons dream of electric sleep()?
    29. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      The emergency brake is for the emergency when your engine/transmission (manual) or parking pawl (automatic) fails to hold your car on a hill. It doesn't work as well for a 90MPH+ emergency, especially when the E-brake only locks the drum brakes.

    30. Re:TERRIBLE ADVICE by Rob+the+Bold · · Score: 1

      For sake of completeness, the appropriate equivalent for manual-transmission cars (slightly extended):

      That does complete the instructions, but somehow I don't think unintended acceleration crashes are nearly as common in manual transmission cars, what with the clutch being right there. Or that manual drivers need the emergency checklist nearly as much as automatics -- when going faster than desired, letting up on the gas, then clutching, then braking are pretty standard vehicle control techniques in both emergency and non-emergency situations.

      --
      I am not a crackpot.
    31. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      You americans and your automatics =p

      The simple solution here is, hit the clutch. You can steer fine, and worst case you blow the engine, but probably just hit the rev limiter, and look like a dick.

       

    32. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      The problem with putting the car in neutral with the throttle stuck is that you are going to be redlining your engine with no resistance, which is less than good for it.

      A car is out of control. The engine is racing. Brakes ineffective. And your advice is to not put it in neutral because "you are going to be redlining your engine with no resistance, which is less than good for it."

      I have read some dumb shit here before, but your advice is just killer. Good luck in the call centre.

    33. Re:TERRIBLE ADVICE by fmaresca · · Score: 1

      You do NOT turn off the car - this could lock your wheel, preventing you from steering altogether. Whats more, you'll lose power brakes - you know - the things that will stop your car quickly. Instead:

      Put the car in NEUTRAL. The engine will disengage. Hit the brake HARD. Do not pump. Steer the car off the road, and once its stopped, you can PARK it and turn off the engine.

      Brake hard without traction and steering at the same time is dangerous at high speed. This maneuver should not be attempted by a casual or non very skilled driver, the car can easily turn over and end on it's roof. The correct way for control a car in this situation is stop the engine, let the car slow down using transmission-motor brake, and slowly turn to the right, and then get it on neutral and stop. For the FA, I don't know if the engine will speed-down on putting neutral, or it will run wild. If the later, a engine explosion could happen as it goes over RPM, which would cause more confusion to the car driver and the adjacent vehicles.

    34. Re:TERRIBLE ADVICE by 31415926535897 · · Score: 2, Interesting

      I have heard the Toyota software will not allow you to shift into neutral if the throttle is too high. I have not been willing to test it on my Toyota, as I like my functional engine. Can anyone verify or debunk this information?

    35. Re:TERRIBLE ADVICE by cpotoso · · Score: 1

      You make valid points, but still there is too much of a PANIC!!!! epidemic :-)

    36. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      You DO stop the engine but keep the key on its place, that will not lock the steering but you'll lose power brakes and steering. I agree that it is strange that people can't figure this out.

      That remembers me of a lady friend of my mom who couldn't who got stuck inside her car for hours when her battery died, she didn't know she could open the lock manually.

      Maybe what we really need is competent drivers. Altough one would say a highway trooper was a competent driver.

    37. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      You do NOT turn off the car - this could lock your wheel, preventing you from steering altogether. Whats more, you'll lose power brakes - you know - the things that will stop your car quickly.

      You are flat out wrong. Loss of power assist (the proper term) braking or steering just makes the wheel harder to turn at slow speeds and you will need to push much harder (relatively) on the brake pedal to make them work.

      The wheel will NOT lock unless the car is in park and if you can put it in park well then the problem is moot. If the car is turned off in any gear other than park the key will also not come out of the ignition, but you can turn it off and on in neutral. Turning it off in drive is probably a bad idea you will most likely destroy the transmission. It is a common misconception that you can not turn the car off in anything other than park and that therefore if the car is off the wheel is locked.

      The brakes will always* work, car running or not (*=depends on there actually being a brake pad left and that the system is still capable of holding pressure i.e. the cylinder is not broken and the brake lines intact). The idea of both power steering and power brakes are to assist you with the use of those functions not completely take over them. Depending on your age, do you remember when car still came without those items? I do and I still drive a car with manual brakes and steering.

      Now I'm not one to start a battle here but have you ever had to push a stalled car off the side of the road? Same concept, wheel still turns and the brakes still work.

    38. Re:TERRIBLE ADVICE by Blakey+Rat · · Score: 1

      Is it possible to put an automatic in neutral while it's moving?

      Yes. That's a safety feature, this thread demonstrates its necessity.

      They have all sorts of interlocks on them.

      If by "all sorts of interlocks" you mean "one, on reverse, same as a manual transmission", then yes.

      That said, someone posted to Slashdot the other day saying their automatic transmission had an interlock preventing it from going into Neutral from Drive while at speed. I've never witnessed this, and they didn't post the make/model of their car, so until I see more evidence I'm not taking that report seriously.

    39. Re:TERRIBLE ADVICE by Blakey+Rat · · Score: 1

      1. Take right foot off gas pedal
      2. Slam right foot on clutch
      3. Slam left foot on brake (can be performed simultaneously with step 2)

      WTF?

      I'm guessing in an emergency you don't want to spend the time to cross your legs completely and still provide pressure on the clutch. Unless you're a professional gymnast or something, this might not even be possible.

      Maybe you should think about putting your *left* foot on the clutch, you know, the pedal you use with your left foot all the time? Then you can use your *right* foot on the brake, and it won't take 3 minutes of squirming around in your seat in an emergency.

      (More seriously, you should also flick on your flashers ASAP, don't wait until you're on the shoulder if you're really having an emergency.)

    40. Re:TERRIBLE ADVICE by Jesus_666 · · Score: 1

      I'm sorry, I forgot step 1.5: "Get backwards". My bad.

      (As for the flashers: I'd first reestablish control over the vehicle before turning them on. It might be a good idea to turn them on before pulling over, though; I'll grant you that.)

      --
      USE HOT GRITS WITH STATUE OF NATALIE PORTMAN (NAKED AND PETRIFIED)
    41. Re:TERRIBLE ADVICE by Jesus_666 · · Score: 1

      Yeah, it is fairly obvious but hey, I would have assumed that automatic drivers also know how to quickly decouple the motor from the wheels. But yeah, it's more natural for manual drivers.

      --
      USE HOT GRITS WITH STATUE OF NATALIE PORTMAN (NAKED AND PETRIFIED)
    42. Re:TERRIBLE ADVICE by wiredlogic · · Score: 1

      Whats more, you'll lose power brakes

      Actually, the brake booster will still function normally on the first actuation of the brake pedal after the engine is turned off. This is assuming that the check valve on the vacuum line is working correctly and there are no other leaks such that there is still full vacuum in the booster. After the first time the pedal is released the vacuum will begin to diminish as the booster fills with air at normal pressure.

      --
      I am becoming gerund, destroyer of verbs.
    43. Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

      Look on the bright side, you were getting decent gas mileage..

    44. Re:TERRIBLE ADVICE by Cro+Magnon · · Score: 1

      Yup, I've shifted from Drive to Neutral when going down a steep, icy hill. It was easier controlling the car on ice with only gravity moving me, and I was moving, though verly slowly, when I shifted.

      --
      Slow down, cowboy! It has been 4 hours since you last posted. You must wait another few hours.
    45. Re:TERRIBLE ADVICE by Rob+the+Bold · · Score: 1

      You make valid points, but still there is too much of a PANIC!!!! epidemic :-)

      True, but that's a bug (or is it a feature?) in us. We're built to take quick action (or inaction) when presented with danger. And often our more instinctive behaviors don't help much in modern situations. Of course, it's not nearly as bad for us Slashdotters, what with our massive brains running all the time, but we're talking about the Normals here.

      I've been reading The Design of Everyday Things, fka The Psychology of Everyday Things and one of the times people have trouble dealing with a situation is when it's rare or unique.

      When we're doing something ordinary, it doesn't seem to present any danger since we know what we're doing.

      Even unusual stuff, if it happens at least occasionally, doesn't drive us into a primitive state. I bet a lot of us "rehearsed" emergency maneuvers driving on slippery surfaces as new drivers. Perhaps for the thrill or maybe as a conscious exercise.

      But the really, really rare event -- perhaps even unique -- we've probably never rehearsed even in our heads. You can't flee the car, so you end up trying to fight the controls or just freezing up. But even a mental exercise ahead of time can make a difference. Trouble is, sudden unintended acceleration hasn't been in the news for like 20 years. A whole generation of drivers has never heard of it, and the rest of us haven't thought of it in a long time.

      But you can bet a lot more people will be ready for it now, having had to think about it every time they see a news story.

      --
      I am not a crackpot.
    46. Re:TERRIBLE ADVICE by EnigmaticSource · · Score: 1

      At the risk of sounding like I've come from /b/, perhaps it won't break 4k because you're driving a Neon and a Scion. My RX-8 will break 9k RPM in park/neutral.
      ((Yeah, yeah, cue the /over 9000/ lines))

      --
      The Geek in Black
      I know my BCD's (when I'm Sober)
    47. Re:TERRIBLE ADVICE by BitZtream · · Score: 1

      Off and Lock are generally two different positions, even if you aren't aware of it, you can turn the car off without reaching the lock position, which is where you can remove the key and engage the steering wheel lock. Some cars even have measures in place to prevent the lock from engaging until the car is placed in park so even if you turn the key to lock, it won't lock while in drive/reverse/neutral, only park.

      You won't loose brakes as long as the engine is turning over, which it will as long as its in gear even with an automatic transmission above about 20mph, and even then you'll still have some built up braking boost, generally more than enough to stop from even a high speed.

      Yyou turn the engine off, and use the lowest gear possible. You'll still have every other powered system in your car working because they all derive power from the engine turning over or from the battery power itself. Power brakes are vacuum assisted from crank case pressure differential that exists as long as the crackshaft is turning and you have intact pistons. Power steering is directly powered by belt/gear/chain connected to the drive shaft. Battery is still there to power all electrical options.

      Please don't give advice about things you aren't actually all that knowledgeable about.

      --
      Persistent Volume manager for Kubernetes - https://github.com/dwimsey/openshift-pvmanager
    48. Re:TERRIBLE ADVICE by dtolman · · Score: 1

      The advice I gave was the same advice given to the public by Toyota and Car & Driver - aimed at the general populace as the safest general advice to follow in an emergency stuck accelerator situation with a generic car.

      The safest thing to do is hitting the brake once - not trying to pump the brake repeatedly.

      If that isn't enough (it should be), switching the car to neutral/park should be tried.

      Turning off the car should be the final thing you try - its easy to turn the key too much in a panic - assuming you even have a key and not a button you must press for multiple seconds...

    49. Re:TERRIBLE ADVICE by Skuld-Chan · · Score: 1

      You do NOT turn off the car - this could lock your wheel, preventing you from steering altogether

      My 1984 Gran Fury - with its hydraulic steering - yes this would be rather dangerous (not impossible to steer, but extremely difficult - speaking from experience). However on my 2004 Civic - no problem - its steering is power assisted rack and pinion and quite easy to steer with no power.

      Good thing hydraulic steering is illegal in most states - whoever thought that was a good idea...

    50. Re:TERRIBLE ADVICE by mrchaotica · · Score: 1

      Put the car in NEUTRAL. The engine will disengage.

      In any normal car (and even some hybrids), you'd be correct. But the Prius doesn't have neutral.

      Your advice would have saved the cop in the Lexus, but it doesn't necessarily fix the problem Woz is talking about in this article.

      --

      "[Regarding the 'cloud,'] ownership was what made America different than Russia." -- Woz

    51. Re:TERRIBLE ADVICE by mrchaotica · · Score: 1

      Of course if it's a manual you can just drop the clutch.

      You mean pressing or depressing the clutch, pushing it in. "Dropping" the clutch means letting it out (and quickly, as when drag racing). If you think it sounds backwards, consider it as dropping the clutch plates into each other so that they engage.

      --

      "[Regarding the 'cloud,'] ownership was what made America different than Russia." -- Woz

    52. Re:TERRIBLE ADVICE by mrchaotica · · Score: 1

      Except it's not. Right-hand-cars have the same pedal layout as left-hand-drive ones; they just have to shift left-handed.

      (You probably already knew that, but someone else reading the post might not.)

      --

      "[Regarding the 'cloud,'] ownership was what made America different than Russia." -- Woz

    53. Re:TERRIBLE ADVICE by Hognoxious · · Score: 1

      Not where I come from. Also, the drag racing thing is called popping, not dropping.

      --
      Confucius say, "Find worm in apple - bad. Find half a worm - worse."
    54. Re:TERRIBLE ADVICE by Hognoxious · · Score: 1

      Last time I drove one you had to press the brake pedal to move out of park. You had to move into P before it would let you take the keys out. Moving from D to 3, 2 or 1 also required pressing the button.

      Perhaps you should watch mommy when she takes you to little league?

      --
      Confucius say, "Find worm in apple - bad. Find half a worm - worse."
    55. Re:TERRIBLE ADVICE by Blakey+Rat · · Score: 1

      We're talking about shifting from Drive to Neutral. Nobody mentioned Park. Nobody mentioned taking the keys out. And nobody mentioned shifting from Drive to 3, 2 or 1. (Well, nobody but your retarded self.)

      Maybe you can rejoin us at the grown-up table when you learn how to read.

  41. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 0

    More importantly, if your car starts accelerating uncontrollably as if the throttle is stuck all the way open, for the love of god grab the key and TURN OFF THE ENGINE.

    Many of the cars affected have push-button ignitions, and thus have no keys to turn. You have to press and hold the button for three seconds.

  42. Re:Woz, you're an idiot by NixieBunny · · Score: 1

    A car with a cruise control will only accelerate (i.e., increase its speed, which is *not* the same as increasing engine RPMs) if it's currently moving slower than the setpoint. When it reaches the setpoint, it stops accelerating. That's the whole point of cruise control. If it accelerates from the setpoint, then it's broken by definition.

    I would hope that a fellow with the technical competence of The Woz would know the difference between a properly behaving cruise control and one that's broken.

    --
    The determined Real Programmer can write Fortran programs in any language.
  43. C&D tested this by Anonymous Coward · · Score: 0

    Car and Driver tested overcoming the engine with the brakes. They found that while Toyota could do better the braking distance from 100mph under full throttle was only 100ft more. http://www.caranddriver.com/features/09q4/how_to_deal_with_unintended_acceleration-tech_dept

    1. Re:C&D tested this by savanik · · Score: 1

      Didn't Car and Driver do a very similar test and report that Ford Explorers categorically don't roll over when there's a tire failure unless the driver panics and starts steering like a madman? http://www.caranddriver.com/features/01q1/why_are_ford_explorers_crashing_-column

      That said - there's a reason I drive a manual. Even if my (non-recalled) Yaris suffers some kind of acceleration problem, I can disable it by... pushing the clutch, taking it out of gear, turning off the engine. I have many failure-safe modes.

      Still getting 40 MPG, too.

  44. Modern car techno weenies by flyingfsck · · Score: 1

    If you drive a Sidekick around a sharp right hand turn, and try to accellerate to join the traffic, the gearbox will downshift TWO gears, accellerate wildly to 7500 revs, hit the limiter protection, almost shut down the engine and then accellerate again. The net result is that at the moment when you need to accellerate, the car goes into a screaming fit and almost comes to a stand still instead. There is no fix for that one, except try not to do it. Long ago, my Volkswagen accellerator pedal broke off - because the floor rusted out - and there was no factory fix for that either. I had to weld in some sheet metal myself. I also had a Ford, a Chevy, a BMW and a Mitsubishi that had the accellerator pedal get stuck in the floor mat on occasion. This is a very common problem and the fix is super easy - pull the damn floor mat away from the pedal - duh... It seems to me that people are spoilt techno weenies and don't want to maintain their cars properly and then bitch and complain because things eventually wears out and break.

    --
    Excuse me, but please get off my Pennisetum Clandestinum, eh!
    1. Re:Modern car techno weenies by Lord+Ender · · Score: 1

      My Eclipse has a metal hook which holds the floor mat in place. There's no way it's going to slide up over the accelerator.

      There is a solution to this problem. Don't the Toyota engineers ever meet the Mitsubishi engineers and discuss this stuff over saki?

      --
      A slashdotter who didn't build his own computer is like a Jedi who didn't build his own lightsaber.
    2. Re:Modern car techno weenies by Bill_the_Engineer · · Score: 1

      If you drive a Sidekick around a sharp right hand turn, and try to accellerate to join the traffic, the gearbox will downshift TWO gears, accellerate wildly to 7500 revs, hit the limiter protection, almost shut down the engine and then accellerate again.

      So that's how Suzuki solved the roll over problem.

      --
      These comments are my own and do not necessarily reflect the views or opinions of my employer or colleagues...
    3. Re:Modern car techno weenies by IMightB · · Score: 2, Insightful

      Easy fix: Don't make right turns

    4. Re:Modern car techno weenies by tenton · · Score: 1

      My 2004 Corolla has these metal hooks to hold the floor mats in.

      The key is to make sure the mats stay on the hooks.

      My car isn't part of the recall; they must have changed something since my car was made. Why the accelerator assembly would be changed is beyond me, but what do I know?

      (it's also sake, not "saki")

    5. Re:Modern car techno weenies by BetterThanCaesar · · Score: 1

      Just like all Boolean logic can be expressed in NAND gates, all turns can be expressed in left turns.

      --
      "Stop failing the Turing test!" -- Dilbert
    6. Re:Modern car techno weenies by toddestan · · Score: 1

      If I remember right, wasn't the automatic in the Sidekick a 3-speed? Must have made for a wild ride!

  45. Re:Woz, you're an idiot by parliboy · · Score: 1

    I don't know about this. My PT Cruiser, if it drops enough speed when going up a hill or overpass on cruise control, will rev up quite a bit to make up speed. I actually base my speed decisions on the inclines of the road.

    --
    "You're never ready, just less unprepared."
  46. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 3, Informative

    The vehicle was push button and pushing the button while driving doesn't do anything. Computer users may be inclined to hold the power button down for a few seconds but a computer illiterate person may not think of that. In the case of the push button start Lexus you have to hold the button down for like 3-5 seconds to force a shutdown while driving.

    Also, the automatic is a weird looking gated one similiar to this http://pictures.topspeed.com/IMG/crop/200605/2006-lexus-is350-27_460x0w.jpg

    There are two nutrals, one is clearly labeled and one is not. The problem is that the clearly labeled one is locked out while driving and the other one isn't clearly labeled... Combine that with a driver unfamiliar with his vehicle (this was a rental) and you have a recipe for disaster in a panic situation.

    This topic has been thoroughly covered on the Internet.

  47. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0

    http://en.wikipedia.org/wiki/Transmission_(mechanics)

  48. Re:A Public Service Announcement to AllToyota Driv by gregarican · · Score: 2, Funny

    Carwinism!

  49. Re:Woz, you're an idiot by Rich0 · · Score: 1, Interesting

    Toyota apparently indicated that they investigate all complaints, and that they haven't come up with any electronic acceleration problems.

    Franky, this is just a case of "he said, she said" - it isn't news until Woz publishes a reproducible test case for his problems. Anything else is just a Toyota vs Woz popularity contest.

  50. Next week on Slashdot... by russotto · · Score: 1

    ...Woz not only reproduces the problem, he disassembles the firmware, finds the bug, and creates a patch. Which also makes the in-dash cell phone make calls for free, just for old time's sake.

    If I were Toyota, I'd listen to Woz. Heck, I'd send out a rep to anyone who didn't sound insane and claimed he could reliably reproduce the problem. In Woz's case, I'd send out my head of engineering, though.

  51. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0

    CVT

  52. use the scientific method. by Neil+Watson · · Score: 1

    Publish a repeatable procedure and expected results. Ask for peer review.

  53. Re:Woz, you're an idiot by Monkeedude1212 · · Score: 1

    With an automatic Transmission and Cruise Control - and today's computers - that should not be an issue.

    This is a 2010 Toyota Prius - as in, made VERY recently. How is it their auto transmission and cruise control can't keep a steady speed despite hills? I'd want some money back.

  54. Correct Advice by ekimminau · · Score: 2, Insightful

    You do NOT turn off the car - this could lock your wheel, preventing you from steering altogether. Whats more, you'll lose power brakes - you know - the things that will stop your car quickly. Instead:

    Put the car in NEUTRAL. The engine will disengage. Hit the brake HARD. Do not pump. Steer the car off the road, and once its stopped, you can PARK it and turn off the engine.

    This is absolutely the correct reaction. A slightly more aggressive tact might be to drop the vehicle in low, which might blow the engine but would also severely limit your speed.

    --
    Armaments, 2-9-21 And Saint Attila raised the hand grenade up on high, saying, 'O Lord, bless this Thy hand grenade' N
    1. Re:Correct Advice by steelfood · · Score: 1

      It won't blow the engine. There's a *ahem* computer that will prevent your engine from revving too high. I believe the engine shuts down when you hit those speeds. I belive you still get your power functions though (including AC and all that), but your battery will die very quickly if you don't turn everything off. Of course, I'd prefer a dead battery to a dead person...

      --
      "If a nation expects to be ignorant and free in a state of civilization, it expects what never was and never will be."
    2. Re:Correct Advice by danomac · · Score: 1

      A slightly more aggressive tact might be to drop the vehicle in low, which might blow the engine but would also severely limit your speed.

      Most automatics won't gear down, especially in low gear/first gear, under those circumstances. They're speed-limited and will not change into low gear, as doing so can mean a serious loss of control.

    3. Re:Correct Advice by Anonymous Coward · · Score: 0

      Drop the car into reverse - it'll stop much faster, I can assure you.

  55. Re:Safely. noted this one on /. before: by Spazztastic · · Score: 5, Informative

    Look at the poster's name, that IS woz.

    --
    Posts not to be taken literally. Almost everything is sarcasm.
  56. Re:Woz, you're an idiot by Tobor+the+Eighth+Man · · Score: 4, Informative

    http://en.wikipedia.org/wiki/Continuously_variable_transmission

    "A continuously variable transmission (CVT) is a transmission which can change steplessly through an infinite number of effective gear ratios between maximum and minimum values. This contrasts with other mechanical transmissions that only allow a few different distinct gear ratios to be selected. The flexibility of a CVT allows the driving shaft to maintain a constant angular velocity over a range of output velocities."

    It then goes on to note that a Prius actually has something a bit different, since it derives power from both the motor and the engine, and not from a single source.

    Also, about Woz's thing... I wonder if it doesn't have more to do with impatience than run-away acceleration. The Prius's cruise control accelerates gradually when you increase the threshhold, it doesn't lurch forward and immediately try to attain the new speed. But I believe if you keep pressing it, the threshhold eventually gets high enough above the current speed that it uses a lower gear ratio and will accelerate more quickly to what the CC is now set at.

    I know my VW Golf will eventually downshift and leap forward if you increase the cruise control faster than the car can accelerate in whatever it's current gear is. Since you may, by then, have set the CC to like 20mph above where you're currently at, it may indeed seem like a runaway car.

  57. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0

    Priuses electrical engines are directly connected to the four wheels. No gearbox needed. DUH.

  58. toyota is going to fix software bug when fix pedal by sammykrupa · · Score: 0

    i'm betting toyota is going to secretly fix the software the problems when the go in and put the shim into the pedal assembly, making the whole thing a bit of a decoy because they don't want people no not trust the computers in their cars.

  59. Re:Woz, you're an idiot by Tobor+the+Eighth+Man · · Score: 2, Insightful

    Its, not it's. Curses!

  60. Re:Woz, you're an idiot by mea37 · · Score: 1

    While I agree with you in principle, I would advise against being pedantic unless you yourself know the exact definitions of the words involved.

    Slowing down is acceleration; it just happens to be opposite to your direction of motion. We know this must be true, because in a different frame of reference you would in fact be speeding up.

  61. Re:Woz, you're an idiot by autora · · Score: 1

    Nope through continuous variable transmission http://www.lmgtfy.com/?q=prius+transmission

    --
    "I always assume Psychology students are hiding in the bushes"
  62. as if American cars are perfect... by Chirs · · Score: 1

    You can get off your high horse...did you forget the Ford Pinto and Mustang 2 where the gas tank could get ripped open if the car was rear-ended?

    More recently, in 2009 ford recalled 4.5 million vehicles to replace the cruise control deactivation switch because under certain circumstances it could catch fire.

    1. Re:as if American cars are perfect... by KillaBeave · · Score: 1

      They didn't try to hide the problem, and the cruise control switch is a vendor part. This problem is Toyota's fault AND they're trying to cover it up (which in the process may KILL people). In the auto industry, recalls happen. If there isn't an inordinate amount of recalls, what's important is how the company deals with them. See Honda's recent recall because they bought faulty window switches. They admit the problem, recall the cars and fix the problem. Just like the 4.5 million cars Ford did in your example.

    2. Re:as if American cars are perfect... by JimFive · · Score: 1

      and the cruise control switch is a vendor part

      Practically every part in every car is a vendor part. When I worked for an automotive supplier GM was talking about having the vendors' employees in the assembly plant installing the parts on the chassis.
      --
      JimFive

      --
      Please stop using the word theory when you mean hypothesis.
  63. Tobacco industry PR by Anonymous Coward · · Score: 0

    'We're in the business of investigating complaints, assessing problems and finding remedies,' said Toyota's John Hanson. 'After man-years of exhaustive testing we have not found any evidence of an electronic [software] problem that would have led to unwanted acceleration.'"

    Didn't Hanson used to work for the Tobacco Industry - you know, "we found no linkage between tobacco use and cancer...." even though scientists and medical professionals knew all along.

  64. Re:Safely. noted this one on /. before: by FlyingBishop · · Score: 1

    If you're going 80, accelerating, and not controlling your car well enough that a sudden acceleration like that kills you, you would have died anyway. Even when legal, I don't think 85 is something you should leave on cruise control. The difference between cruising at 85 and cruising at 100 isn't really that significant from a safety standpoint. Both are not great ideas.

    Just go 80. If you're the sort of person that cares enough about fuel efficiency to buy a Prius, you ought to care about the significant drops in fuel efficiency that appear when you start moving up past 75 or so.

  65. Re:Safely. noted this one on /. before: by Jesus_666 · · Score: 5, Funny

    Which only serves to reinforce the notion that it is, in fact, the same problem.

    --
    USE HOT GRITS WITH STATUE OF NATALIE PORTMAN (NAKED AND PETRIFIED)
  66. Re:A Public Service Announcement to AllToyota Driv by nolife · · Score: 1

    Do not just "turn off" the engine, make it clear to turn the ignition switch back ONE single position, commonly the accessory position. If you completely turn the key the whole way, your steering wheel will lock and you will be just as phucked.

    --
    Bad boys rape our young girls but Violet gives willingly.
  67. Re:Safely. noted this one on /. before: by Monkeedude1212 · · Score: 1

    woz said he could reproduce safely .. I bet it is the same isssue as : This poster op

    I'll bet it is too. I'm willing to bet a whole lot of money it is.

  68. Read the EULA by Anonymous Coward · · Score: 0

    Read the EULA that comes with the "software" for your car.

    It comes WITHOUT WARRANTY, or FITNESS FOR A PARTICULAR PURPOSE, and often contains KNOWN DEFECTS.

    It's a good thing simple programmers can not be held accountable for their little flaws, but the engineer who signs off on the design can.

    Keep calling yourselves software-engineers while you can, this problem will only illustrate the vast knowledge gap and liability gap that exists between programmers and engineers.

  69. Typical corporate PR, doesn't know when to shut up by mea37 · · Score: 1

    If they had just said "we take all complaints seriously", that would be one thing.

    They then go on to make excuses for why Woz's complaint hasn't gotten more attention. (Under no other interpretation would the "man-years of testing" in which they found no problem be at all relevant.)

    Now, since they've essentially admitted that the first sentence is a lie, we can ignore it and focus on the "man-years of testing". Anyone who'se worked software testing either knows that's not good enough reason to dismiss a specific report of a specific error condition, or isn't good at software testing.

    And as always, pay attention to what they didn't say. Nowhere do they say "we tested the conditions that were reported and couldn't find a problem under those conditions".

    I have no idea if this is a serious problem or not, but I have no use for this kind of attitude that corporations pretty much habitually display.

  70. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0

    Um, yeah, and those above your supervisor likely have an "open door policy", but good luck actually seeing them or even make an appointment. In other words, there's a difference between PR an reality. Just because Toyota SAY they investigate all complaints doesn't mean that they actually DO, nor does it mean they'll be able to do it in a reasonable timeframe even if they wanted to, given the current situation.

  71. Testing? by Mikkeles · · Score: 0

    'After man-years of exhaustive testing we have not found any evidence of an electronic [software] problem that would have led to unwanted acceleration.'

    Well, there's at least part of your problem. Did that include all possible inputs and, especially, all possible failure modes of the hardware which could misinterpret an input or feed back an incorrect value?

    --
    Great minds think alike; fools seldom differ.
  72. Re:Safely. noted this one on /. before: by Telecommando · · Score: 1

    I'm surprised Woz hasn't pulled the chips, disassembled the code, written a patch (with comments) and uploaded it to the Internet already using nothing more than a bent pocket screwdriver and a wire-tie.

    I mean, let's face it, the man's a God...

    --
    Beta sux! Join the Slashcott! http://hardware.slashdot.org/comments.pl?sid=4760465&cid=46173047
  73. You will take my manual steering back-up... by Anonymous Coward · · Score: 0

    ... out of my cold dead hands.

    Probably cause the electronic/fluidic system failed, and I lost all steering.

    Captcha: insanity

  74. Re:A Public Service Announcement to AllToyota Driv by nolife · · Score: 1

    Reply to my own post.. I forgot that some cars, the steering wheel will not lock until the key is removed even if it is on the lock position. So I guess it is not that bad to turn it off, just don't pull out the keys ;)

    --
    Bad boys rape our young girls but Violet gives willingly.
  75. Re:Safely. noted this one on /. before: by pfigura · · Score: 1

    Mod parent up! Woz (apparently) posted how to reproduce this issue on Slashdot in the past.

  76. Re:A Public Service Announcement to AllToyota Driv by Lord+Ender · · Score: 1

    it's hard for me to comprehend how someone could fail to deduce the rather straightforward solution to their problem

    That's hard for you to deduce? Really? You must not be too bright, then.

    I'll help you out: when you are terrified for your life, you don't think in the same way you do when you're sitting at your desk. Your brain is in an entirely different state.

    I could see you in charge of army training, though:

    Drills? What drills? We don't need to train our soldiers on how to react while under fire! Just throw them out on the battlefield and they'll reason it out. The answer should be obvious!

    You say your mind has been boggling about this for a week? Are you mentally retarded? Have you any experience with humans, or any other animals, for that matter?

    --
    A slashdotter who didn't build his own computer is like a Jedi who didn't build his own lightsaber.
  77. Dealership? by ArcherB · · Score: 4, Insightful

    Why doesn't he just take the car to the dealership? He could be making a bigger deal out of this than is necessary.

    It seems to be a bad habit people in high places have of trying to only deal with others in high places. His cruise control may have a problem. That doesn't mean he needs to call the CEO of Toyota directly to get the problem resolved. His dealer should be able to take care of it.

    --
    There is no "I disagree" mod for a reason. Flamebait, Troll, and Overrated are not substitutes.
    1. Re:Dealership? by NeoSkandranon · · Score: 1

      If Toyota hasn't admitted anything, the dealership will tell him to fuck off, or write a check for the technician time to look at it.

      --
      If you can't see the value in jet powered ants you should turn in your nerd card. - Dunbal (464142)
    2. Re:Dealership? by TheQuantumShift · · Score: 1

      He doesn't want Toyota to fix his car, he wants them to resolve the issue. And since his model is not covered by the recall, a dealer may not be as helpful as you think.

      --

      Shift happens. Fire it up.
    3. Re:Dealership? by BeanThere · · Score: 1

      A defect in a product that can kill people? The dealership has nothing to do with this; it's got nothing to do with them, and they have just as little interest in taking action that would harm their own sales. Woz isn't just trying to get a refund or something, he's trying to get Toyota to fix the defect before more people die.

    4. Re:Dealership? by ArcherB · · Score: 1

      If Toyota hasn't admitted anything, the dealership will tell him to fuck off, or write a check for the technician time to look at it.

      Dealerships usually don't stay in business long after telling customers to "fuck off". Last time I had a problem with a Toyota, it was under warranty so I took it to the dealer. When I had a hard time describing the problem, the mechanic hopped in the car with me and we went for a drive. When I hit 45 or so, it started making the sound I described and he said, "hmmm. Sounds like bearings." and got the problem fixed. Of course, this was a long time ago (it's been a while since I've had a care under warranty), but even when I take my car into a non-dealership mechanic, I have no problems getting a mechanic to either go for a ride to see the problem or take the care out themselves if the problem is only noticed from the driver's seat.

      And, if it's a problem with the software, it will be a problem on all cars that use that software. The dealer will not be able to fix the problem without a rewrite from corporate. In other words, Corporate is much more likely to listen to their certified mechanics than it is to a retired software mogul.

      --
      There is no "I disagree" mod for a reason. Flamebait, Troll, and Overrated are not substitutes.
    5. Re:Dealership? by pipedwho · · Score: 1

      He already did call their customer service, but was clearly ignored. ie. no fix, no recall, no nothing.

      It's not like he tried to directly call the CEO straight away.

      His dealer, like pretty much every dealer out there, is probably just a sales outlet. If he's lucky, they'll forward the problem into some ticket tracking system, and then he can hope for the best that someone gets assigned the ticket. Meanwhile, he and every other Prius owner continues to drive around while Toyota stuffs around coming up with yet another excuse why this is 'user error'.

      This is a serious PR nightmare. Not just because it was Woz, but because the problem has the potential to kill people. (And from some of those reports, looks like it might have already killed some.)

    6. Re:Dealership? by winwar · · Score: 1

      "The dealership has nothing to do with this; it's got nothing to do with them, and they have just as little interest in taking action that would harm their own sales. Woz isn't just trying to get a refund or something, he's trying to get Toyota to fix the defect before more people die."

      And selling cars that have a reputation for killing people will help sales how? Audi got crushed by the mere allegation (no actual fault).

      If Woz wants the problem fixed, he's doing it the wrong way. You do to the dealership, reproduce the problem and ask it to be fixed under the warranty. If they refuse, then you complain via the proper channels (company, attorney general, etc.) Then you go to the media.

      You only go to the media first if you want attention.

    7. Re:Dealership? by muyThaiBxr · · Score: 1

      The dealer is not going to be equipped in most cases to deal with what looks like a software problem unless the software problem has already been resolved with a firmware update.

      They can't rewrite the software, they can only load new firmware provided by the engineers.

    8. Re:Dealership? by dangitman · · Score: 1

      Corporate is much more likely to listen to their certified mechanics than it is to a retired software mogul.

      I doubt that very much. This is a safety/political issue. Toyota wants to avoid it at all costs.

      --
      ... and then they built the supercollider.
    9. Re:Dealership? by ArcherB · · Score: 1

      Corporate is much more likely to listen to their certified mechanics than it is to a retired software mogul.

      I doubt that very much. This is a safety/political issue. Toyota wants to avoid it at all costs.

      No, what I meant was this:

      Receptionist: Toyota corporate offices, this is Janice.
      Woz: Hi. Uh, This is "The Woz" and my cruize control is screwed up and my car wasn't recalled. Can I talk to the CEO or someone in software development?
      Receptionist: Sure. Hold please. (click... buzzzzzzzzz)

      --
      There is no "I disagree" mod for a reason. Flamebait, Troll, and Overrated are not substitutes.
    10. Re:Dealership? by dangitman · · Score: 1

      Well, if that's what you meant, you're fucking retarded, as the article doesn't say that Steve Wozniak called Toyota's reception desk.

      --
      ... and then they built the supercollider.
    11. Re:Dealership? by richlv · · Score: 1

      have you tried to report a problem that's not "change the oil" to a dealership ?

      we reported to a dealer that right rear wheel smelled like burning rubber after driving longer distances (some 5-10 kms). actually, it was a toyota as well (corolla). smelling was similar to what i had experienced before when handbrake got stuck and heated the wheel to the point when tires started smelling.

      they tried to fix the problem 3 times, never found the cause.

      a week ago my gf took bmw for service and reported that some plastic part has loosened a bit at the bottom of the car. she took it back, and accidentally i looked underneath the car. it was still hanging there. they did not fix it.

      car dealerships/services are no better at fixing things than computer shops. maybe worse.

      --
      Rich
    12. Re:Dealership? by ArcherB · · Score: 1

      Well, if that's what you meant, you're fucking retarded, as the article doesn't say that Steve Wozniak called Toyota's reception desk.

      From TFA:

      "I don't get upset and teed off at things in life, except computers that don't work right," was his segue into the Toyota comments. Then he said he had been trying to get through to Toyota and the National Highway Transportation Safety Administration (NHTSA) for three months but could not get anyone to explore an alleged software-related acceleration problem--as described below.

      So, instead of taking his car to the dealer, he tries to reach Toyota, the company and the NHTSA when his car probably just needs to get serviced.

      Also, don't attempt to insult me just because you can't refute what you think is an argument. Next, if you must lower yourself to a level just below asshole, please do not use the handicapped as an insult. It insults you much more than you are trying to insult me and shows that you lack class and respect for fellow human beings.

      --
      There is no "I disagree" mod for a reason. Flamebait, Troll, and Overrated are not substitutes.
    13. Re:Dealership? by dangitman · · Score: 1

      Also, don't attempt to insult me just because you can't refute what you think is an argument.

      Your "argument" is perfectly refutable. Do you really think that Woz contacted the receptionist at Toyota, rather than a technical support line?

      Furthermore, I'll insult you just because you are such a douchebag. The irony of you talking about respect for fellow human beings is hilarious. Did you even read your own post about Wozniak?

      --
      ... and then they built the supercollider.
    14. Re:Dealership? by ArcherB · · Score: 1

      Also, don't attempt to insult me just because you can't refute what you think is an argument.

      Your "argument" is perfectly refutable. Do you really think that Woz contacted the receptionist at Toyota, rather than a technical support line?

      Furthermore, I'll insult you just because you are such a douchebag. The irony of you talking about respect for fellow human beings is hilarious. Did you even read your own post about Wozniak?

      Dumbass! The point is that I wasn't arguing. But, I'll take your points on.

      My point was that he should have taken the car to the place where he purchased it. You know, the place with the balloons, hot dogs, sales people and a SERVICE CENTER under the big sign that says, "TOYOTA". Nope. He had to try to contact Toyota directly. Here's a little secret, car companies don't deal with customers, dealerships do. That's why they have dealerships. I've owned three Toyotas, one Ford, a Jeep and an Isuzu. Never, in my life, have I, or anyone else I have ever known, had to take their problem to the car company itself. I lived in Michigan for years and knew many people who worked for GM, Ford and Chrysler, and even THEY had to take their cars to the dealership to get serviced. Hell, people that worked the line all day putting these cars together had to leave the parking lot full of new Grand Am's and go to dealership to buy one.

      Woz is different. He called Toyota and the National Highway Transportation Safety Administration. Why couldn't he take his car back to the dealer like every other American, INCLUDING CAR COMPANY EMPLOYEES!??!

      So, there's your argument. However, I have no idea why you would want to argue over something that is printed in Woz's own quote. I said that Woz tried to contact Toyota directly when he should have called his dealership. I then made a little story/joke about what could happen when you try to contact an administrative desk at a car company over a maintenance/mechanic issue and for some reason, you wanted to make an argument out of it. I don't know if it's because you just quit smoking or just got mugged or if you just some kind of uber-troll, but you're really just making an ass of yourself.

      Have a good day

      --
      There is no "I disagree" mod for a reason. Flamebait, Troll, and Overrated are not substitutes.
  78. Re:Woz, you're an idiot by Fnkmaster · · Score: 2, Informative
  79. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 0

    First, of course get your car serviced if it's part of the official recall. That's a gimme.

    More importantly, if your car starts accelerating uncontrollably as if the throttle is stuck all the way open, for the love of god grab the key and TURN OFF THE ENGINE. Yes, you will lose power steering and brakes -- this is still preferable to attempting to drive the car at 100MPH until it runs out of gas. This didn't seem too difficult to me, but apparently a State Trooper in CA decided to call 911 before taking this rather obvious step.

    Hi.

    The Lexus which the driver had *rented*, and was therefore unfamiliar with, has a start-stop button. To stop the engine, you have to hold the button down for three seconds consistantly. I'll let you do the math on how far a WOT Lexus travels in 3 seconds; not to mention the particular mindset required to calmly count to three while your entire family hurtles down the freeway.

    Further, the driver, who was a certified active-duty California Highway Patrol officer and presumably knows how to drive a car, said that he had tried to put the car in neutral, to no effect. There is rumored to be a software interrupt that stops the driver from being able to damage the engine that may or may not have affected the transmission.

    Toyota is lying to everybody that there's no software problem.

  80. Re:But it's the Apple dude who says so! by L4t3r4lu5 · · Score: 1

    Toyota don't need another reliability scandal any time soon. If this is an issue they need to address, they need to address is with all haste.

    Like someone said above, the A x B x C = X scenario from Fight Club doesn't take into account bad publicity and consumer dissatisfaction. I can tell you right now that the words that come into my mind when someone says "Describe Toyota" aren't "reliability, peace of mind, value for money, safety." You may as well have tried to sell me Firestone tyres in 2001.

    --
    Finally had enough. Come see us over at https://soylentnews.org/
  81. Re:A Public Service Announcement to AllToyota Driv by Xoltri · · Score: 1
    FTA:

    Some owners of recalled Toyotas are now saying they are afraid to drive them. “I live only a half mile from the office and I drive there,” said Elaine Byrnes, a Camry owner in Los Angeles. “If I had to go farther, I wouldn’t consider it.”

    If she doesn't have mobility issues, driving a half mile is ridiculous.

    --
    -Xoltri
  82. Re:Woz, you're an idiot by Tobor+the+Eighth+Man · · Score: 1

    Or, to put it another way... it's not a bug, Mr. Wozniak, it's a *feature*.

  83. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0
  84. Re:Woz, you're an idiot by spun · · Score: 1

    No, cars with cruise control going up hills will accelerate PAST the setpoint. Mine will go about 5mph over the setpoint going up the hill. Because, as soon as it upshifts, it loses speed again. Which is why you put it into a lower gear, otherwise it will drop 5-10mph under the set point and then 'accelerate wildldy.'

    But you really shouldn't be using cruise control on hills anyhow.

    --
    - None can love freedom heartily, but good men; the rest love not freedom, but license. -- John Milton
  85. Re:A Public Service Announcement to AllToyota Driv by Herschel+Cohen · · Score: 2, Insightful

    What if there is not key or readily accessible ignition switch? The article I read in the NYT cited a CA state trooper with a Toyota rental that only had a push button starter. Thus, your suggestion is not a fully valid solution to a problem with an unpredictable onset with perhaps too limited a time to attempt solutions. By the way all in the car were killed when they had a collision at a intersection.

  86. Eureka moment in Toyota R&D HQ: by 140Mandak262Jamuna · · Score: 4, Funny

    Toyota tech is shouting: "Found it! Found it. I know what is causing the problem. The driver is named Woz"

    --
    sed -e 's/Chuck Norris/Rajnikant/g' joke > fact
    1. Re:Eureka moment in Toyota R&D HQ: by Anonymous Coward · · Score: 0

      Literally spit out my latte when I read that! Thanks!

    2. Re:Eureka moment in Toyota R&D HQ: by Torodung · · Score: 1

      Upon removal of the last leg, flea goes deaf.

  87. Re:OP, you're an idiot by spun · · Score: 1

    Really? Mine doesn't. If I hit a steep enough hill, it will lose about 5-10mph, then drop down a gear and 'accelerate wildly' until it is about 5mph over the setpoint. However, if I drop down a gear manually, it will maintain the correct speed.

    --
    - None can love freedom heartily, but good men; the rest love not freedom, but license. -- John Milton
  88. Re:But it's the Apple dude who says so! by Anonymous Coward · · Score: 0

    I'm going to go out on a limb here and suggest that if Woz says he can reproduce it, then he's tried it in more than one Prius of the same model. I'm sure he knows that sometimes you get bad hardware. That goes for cars as well as computer.

  89. BMW and Electronic Throttle by psnail · · Score: 1

    Maybe this is different from the technology that BMW uses, but they've been using electronic throttle since 2004 (the year I have) and I haven't experienced any problems. I've always worried about the reliability of it, but I've noticed no issues. Looks like Toyota just screwed up on their code, but it's kinda par for the course for a company to ignore software issues mainly because the average car person understands the hardware, not software behind these things. And of course, with code like this, no one but Toyota can actually see that code to see that it's flawed -- you need to reproduce it under stress to prove the problem. And again, because no one can see the code, they can easily claim it's anything else but a flaw in the code.

    1. Re:BMW and Electronic Throttle by jittles · · Score: 1

      I think you should make your own opensource gas pedal software then and run it on your BMW. Perhaps Toyota will find it preferable to their own software.

      Seriously though, I think that car makers should be forced to standardize on certain electronic components to drive down the cost of the computer modules and make them easier to work on. Then you really could get open source software for your car.

    2. Re:BMW and Electronic Throttle by holmstar · · Score: 1

      The newer BMWs are starting to do away with the throttle plate completely. Instead, it varies how much the valves open in order to regulate the air input.

  90. Re:Woz, you're an idiot by lena_10326 · · Score: 1

    Come on.

    What's with the obsession with parsing words around here? Jesus. You guys are getting out of hand. I think it was clear the OP was not saying "at the same time". It was clear he was describing cause and effect over time. Apply a little intelligence the next time you read.

    --
    Camping on quad since 1996.
  91. Re:Safely. noted this one on /. before: by BobMcD · · Score: 1

    While this is true, it would only obviate the underlying issue (loss of direct vehicle control) if it happens only beyond 80. It has been stated that it is easily reproducible at high speed, but until the root cause of the issue is understood you kind of have to assume it could possibly happen at 55 as well.

    Me: Doctor, doctor! Every time I drink coffee I get a horrible pain in my right eye!

    Doctor: Have you considered removing the spoon?

    Me: I drink my coffee black...

  92. Re:Safely. noted this one on /. before: by SpyderVR4 · · Score: 1

    I guess it is too much to ask to just tap on the brake pedal to turn off the cruise control if the cruise control does something unexpected. Yes, it is a bug. Yes, Toyota needs to fix it. Not so sure cruise control is such a great idea at 80+ mph anyways if a driver is concerned about safety.

  93. Re:Woz, you're an idiot by Darth+Snowshoe · · Score: 1

    OK I'll concede the point that Woz should write something up - but Toyota should reach out to him and make it easy for him to express what he knows, or believes, on a matter that's pretty crucial to people's trust in the safety of an automobile that they're being invited to buy and put their families in. It's in Toyota's interest to investigate and respond to these kinds of claims. Also, I don't know that I could very easily specify the exact maneuvers I make in an auto for any specific instance (even, say, driving up my driveway) in a way that would be exactly reproducible. If it were me, I would have made an initial email to Toyota regarding what I'd found, and then, if nothing happened in pretty short order, I'd sell the car and buy something else. Woz has the luxury of a lot of excess time (and vehicles, probably) that most of the rest of us likely don't have.

  94. Re:Woz, you're an idiot by spun · · Score: 1

    Right, it drops down a gear, then accelerates wildly until at least 5mph over the setpoint, then upshifts, then loses speed, then accelerates... Which is why I downshift when going up a hill. It just maintains the correct speed, with no loss of speed and subsequent 'wild acceleration' to make up for it.

    If Woz can reproduce this easily, like he claims, then this is the exact issue he is talking about, and all modern cars do it. Fixing it would require computerizing the automatic transmission rather than running it off of engine pressure. And that would cost money.

    I thought everyone who used a cruise control knew about and knew how to deal with this issue. Evidently not.

    --
    - None can love freedom heartily, but good men; the rest love not freedom, but license. -- John Milton
  95. Re:Safely. noted this one on /. before: by BobMcD · · Score: 1

    Perhaps because if that code is encrypted he'd wind up in jail? Or maybe if he publishes any content of the code he'd wind up on the civil hook?

    It could well be that he knows exactly what is wrong, but our wonderful legal system precludes his ever telling anyone or even admitting that he's researched it.

  96. Pro American propaganda by harris+s+newman · · Score: 3, Funny

    I love my Toyota, and am sick of all the Toyota bashing. I didn't know that Slashdot was a tool of the propaganda industry.

    1. Re:Pro American propaganda by Anonymous Coward · · Score: 0

      So, do you put it in the gas fill or the exhaust pipe?

      Or is there some other receptacle?

  97. Re:Woz, you're an idiot by spun · · Score: 1

    If it is 'easily reproducible' as Woz claims, it isn't the same issue Toyota has been talking about. Woz is just trying to get his face out there, he must be missing the spotlight (snicker) after he and Kathy Griffin broke up.

    No, I'm convinced this is the decades old bog-standard problem with cruise control, automatic transmissions, and hills. Fixing it would require computerizing the automatic transmission which is more expensive than running it off of hydraulics powered by engine vacuum.

    --
    - None can love freedom heartily, but good men; the rest love not freedom, but license. -- John Milton
  98. Re:But it's the Apple dude who says so! by tixxit · · Score: 1

    Car companies sell cars to people who buy them. Of course they do cost analysis. If they fixed all problems that had the slightest chance of hurting people, then their cars would cost a lot more. When you buy a Corolla over a Lexus IS, you yourself are making a choice of Money vs. Safety. The Lexus IS is certainly safer, but it also costs significantly more. You are trading off safety for cost savings. Why do you suddenly get bent out of shape when a corporation makes the exact same calculation? It's the world we live in. Toyota tries to make a car as safe as possible within a certain cost. If they were to fix all problems, the car would cost more and you would not buy it.

  99. Re:A Public Service Announcement to AllToyota Driv by YesIAmAScript · · Score: 1

    The car had a push button ignition, you had to hold the button 3.3 seconds to turn off the car while it is in motion. As this was a loaner car, he didn't know this. He should have, but he didn't.

    Still, even without knowing that, he could have put the car into neutral and he failed to do that also.

    Also, this Lexus isn't part of the pedal recall, it is only part of the floormat recall. Toyota doesn't think they have pedal problems with Japanese-built vehicles, and this (like all that I know of) Lexus is Japanese-built.

    There were several ways Toyota could improve the car to overcome what happened in this case. First is, on many throttle-by-wire cars (like the Lexus ES 350 in this case), if you depress the brake, it cancels the gas. So if the gas is stuck, you brake normally and you're done. Audi has had this feature for 10 years. Another is that if you push the ignition button while moving, the car can put a message up saying "press and hold (or whatever) to turn off" instead of doing nothing. Also in a GM car for example, if you press the ignition button while moving twice within 5 seconds, the vehicle turns off. So in a panic case, you likely would press the button more than once and it would turn off.

    So yeah, I believe this man could have saved his own life and failed to do so. He and the 3 others could be alive today. But Toyota has some steps they must take also to make the car more "fail-safe".

    --
    http://lkml.org/lkml/2005/8/20/95
  100. Re:Woz, you're an idiot by spun · · Score: 1

    Actually, no, I haven't. How is the CVT controlled? When and how does it decide when to trade off torque for speed? Is it computer controlled, or vacuum controlled like a regular automatic?

    Anyway, if the Prius has a CVT, then I'm more than likely wrong about the specifics of the issue. I've seen it happen in many cars with cruise control, but they all have regular transmissions.

    Still, it's likely a similar issue, where, basically, the throttle and the transmission don't coordinate their actions because they are separate systems controlled through different mechanisms.

    --
    - None can love freedom heartily, but good men; the rest love not freedom, but license. -- John Milton
  101. Re:But it's the Apple dude who says so! by Anonymous Coward · · Score: 0

    Umm, the dude is question is a world class tinkerer and computer INVENTOR. Yeah, he might know how to diagnose electronic control logic problems.

    Having hacked my Prius repeatedly (it has multiple dissimilar networks communicating over bridges, which is fun) and being something of an inventor and tinkerer myself, I think I can comment on that.

    The car's a black box at certain levels. Because Toyota bought some of the technology from Hitachi and others they cannot release all the information - they are bound by contractual non-disclosure on some of the protocol details for CAN, for instance.

    It's entirely possible that Woz's car has a unique problem. He isn't magically able to know how undocumented blocks of silicon are supposed to behave, he has to deduce from his system. If his system is broken his data is corrupt and his conclusions may not be correct.

    The man deserves respect, but try not to tip over into worship.

  102. Put his money where is mouth is... by Anonymous Coward · · Score: 0

    I truly hope Woz figured it out. Best way to make the point and get people to listen?:
    1. Have ABC come with him to any dealership
    2. Pick out any Prius not on the recall list
    3. Repeat the problem on camera

    I bet THAT will get the attention of EVERYBODY.

  103. Re:Safely. noted this one on /. before: by smooth+wombat · · Score: 1

    significant drops in fuel efficiency that appear when you start moving up past 75 or so.

    You're being too generous. Fuel mileage starts to drop off around 60 mph for most vehicles. See this link and the accompanying chart as well as this link from Wikipedia which shows a fuel mileage chart from various cars over the years. Note how all of them have reduced fuel mileage at 60 mph. For a more simplified version of the graph, see this link.

    Even using the word 'significant' is a misnomer as you can lose 5 mpg going from 55 to 65 or nearly 10 mpg going from 60 to 70, depending on your vehicle.

    --
    We will bankrupt ourselves in the vain search for absolute security. -- Dwight D. Eisenhower
  104. Re:But it's the Apple dude who says so! by mcgrew · · Score: 1

    Which I would say is a good reason for them to sweep it under the rug.

  105. Mostly an american problem! by Anonymous Coward · · Score: 0

    When an accelerator goes wild in an european car, the driver hits the coupling-pedal and the situation is solved.
    The engine is still running, all your systems have full power and the Wheel does not lock.

    But when an accelerator fails in the american pussy-automatics-car, you have a more serious problem...

    Thats life, learn to handle a gearstick or get fucked in the next intersection!

    1. Re:Mostly an american problem! by DamienNightbane · · Score: 2, Interesting

      As much as I hate Europeans, I have to agree. There's a reason that I drive a manual base model Camaro with power nothing, and it isn't just because it was dirt cheap. I refuse to hand control over a 3300lb vehicle capable of more than a hundred miles per hour over to a computer mass produced by the lowest bidder that's running code written by an overworked programmer.

  106. Re:Typical corporate PR, doesn't know when to shut by ultranova · · Score: 1

    And as always, pay attention to what they didn't say. Nowhere do they say "we tested the conditions that were reported and couldn't find a problem under those conditions".

    Yes, but also pay attention to what Woz doesn't say:

    'This new model has an accelerator that goes wild but only under certain conditions of cruise control. And I can repeat it over and over and over again -- safely.'

    Nowhere does the article mention what these repeatable conditions are. That's very strange; you'd think someone who found a problem in a car that can kill the unwary would report the conditions it's triggered under rather than just say that there's a problem. Furthermore, it makes it impossible to prove that the problem doesn't exist or is fixed. That latter part makes my FUD detector tingle.

    I mean, really, if Woz wants to call attention to this problem, why doesn't he just give the steps to reproduce it so we can confirm it?

    I have no idea if this is a serious problem or not, but I have no use for this kind of attitude that corporations pretty much habitually display.

    And neither does anyone else. That's what makes me suspicious.

    --

    Forget magic. Any technology distinguishable from divine power is insufficiently advanced.

  107. read the link, he could break and it worked. by leuk_he · · Score: 1

    He did say (in my link) he could break. But from experience on a 2008 prius i can say that cruiscrontrol can seem to act strange because it gives no feedback until you feel it accelerates. I liked the cruise control on a renault more: it displays the speed you set into cruise control to and gave feedback more feedback. (And it has speed limiter option, useful to protect against 4 km/u too fast speeding tickicts)

    By the way, the prius 2010 executive/tech (most expenisve model) has a rader controlled cruise control to match the speed of car in front of you. I wonder if this has something to do with it.

  108. Re:Woz, you're an idiot by BobMcD · · Score: 1

    I'd be in favor of modifying this particular grammar rule. The fact is it simply makes no sense.

    Why not a simple rule that we can use in every situation? E.g. ('s) is always used to indicate possessive. It would be used for 'it', and plurals, and names that end in the letter (s).

    Would it look stupid? Sure. Would it require the reader to infer whether or not a contraction is used? You bet. Would it simplify the language greatly and allow us to communicate about the actual content of the message, rather than how the message is constructed?

    I'll leave that last one for you to decide.

  109. Re:A Public Service Announcement to AllToyota Driv by Cro+Magnon · · Score: 1

    The vehicle was push button and pushing the button while driving doesn't do anything. Computer users may be inclined to hold the power button down for a few seconds but a computer illiterate person may not think of that. In the case of the push button start Lexus you have to hold the button down for like 3-5 seconds to force a shutdown while driving.

    Personally, I find it disturbing that the shutdown procedure for a Toyota or Lexus is the same as for a Windows PC.

    --
    Slow down, cowboy! It has been 4 hours since you last posted. You must wait another few hours.
  110. Ah. Welll then... by spun · · Score: 1

    The article wasn't clear on the cause. Glad he stopped by to clear things up.

    I've seen this on occasion on other non-Prius cars, you nudge the cruise control up a few times and it just takes off. All the cars it happened with had electronic throttles, maybe that has something to do with it.

    --
    - None can love freedom heartily, but good men; the rest love not freedom, but license. -- John Milton
    1. Re:Ah. Welll then... by FrigBot · · Score: 1

      The only car where I've nudged the cruise control upa few times and it has just taken off has been a 2009 Audi A6, and it wasn't a bug. The cruise was designed to bump up (or down) your speed by 10 km/h if you held the "speed up" button long enough. Or "speed down". I didn't really care for that feature, and would have preferred the car just accelerate 1 km/hr at a time, not jumping up to 10 km/hr after it has sped up (or down) by 1, 2, then 3 km/hr. But maybe some people like that feature.

  111. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0

    You don't have to change speed to accelerate. A change in direction is also acceleration. If you drive around a curve, you are accelerating, even if you don't change speed.

  112. Keyless Ignition - no turning it off by Fencepost · · Score: 1

    In the case mentioned (Mark Saylor, California Highway Patrol, '09 Lexus crash), I've seen reports that it wasn't possible to turn the key to kill the car, because it uses a push-button ignition. It's apparently possible to kill the engine by holding the button in, but since it was a loaner car he wasn't that familiar with it. Apparently the vehicle in question also has push-button shifting, and may not allow a shift into neutral while the vehicle is in motion.

    Heck, what percentage of the general population knows that there's a difference between pressing the power button (signal to OS) on a modern PC and holding the power button (tell the power supply to shut down) on a modern PC?

    --
    fencepost
    just a little off
  113. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 0

    In most cases it will be difficult to put the vehicle into neutral for the reason that it is locked out to prevent the average dunderhead from blowing up the motor or worse yet, drifting downhill on idle to conserve fuel :P. Turning off the motor used to be the best method when the steering lock was an extra bit of a turn with a little key push to engage it but now with the steering locked on everything but start and run the best thing to do is to put the car in low and jump on the brakes while yanking on the e-brake and pointing towards something soft like a grassy hill or parked car.
    Don't worry about hurting your car or empty ones, lawyers are cheap compared to funerals.

  114. if life were a screenplay by Anonymous Coward · · Score: 0

    [Toyota's John Hanson is addressing the public]

    John Hanson: ... And that's why we place customer satisfaction above all other values. We're in the business of investigating complaints, assessing problems and finding remedies.

    [cut to him addressing boardroom]
    John Hanson: ... You see, gentleman, we're in the business of moving cars: and that means stonewalling complaints, assessing any threat they pose to sales, and nullifying that threat.

  115. Wrong Re:TERRIBLE ADVICE by Anonymous Coward · · Score: 0

    Turning off the car WILL NEVER lock your steering wheel. Pulling the key out of the ignition may lock the wheel, but many cars don't lock if they are moving above a certain speed

  116. oops, posting to remove accidental mod... by koiransuklaa · · Score: 1

    oops, posting to remove accidental mod...

  117. Re:A Public Service Announcement to AllToyota Driv by Bill_the_Engineer · · Score: 1

    for the love of god grab the key and TURN OFF THE ENGINE. Yes, you will lose power steering and brakes -- this is still preferable to attempting to drive the car at 100MPH until it runs out of gas.

    But what if both your gear shift and iginition push button are software controlled, and the software is the problem?

    --
    These comments are my own and do not necessarily reflect the views or opinions of my employer or colleagues...
  118. Re:Woz, you're an idiot by BobMcD · · Score: 1

    Slowing down is acceleration; it just happens to be opposite to your direction of motion. We know this must be true, because in a different frame of reference you would in fact be speeding up.

    Changing the context of terms from one vernacular to another is the worst of possible types of pendantry.

    E.g. The 'accelerator pedal' on a car does not slow you down. When using the word 'accelerate' in a vehicle context, speeding up is assumed. The slowing down is referred to as 'braking'.

    In a physics context this may not be the case. But unless we're going to start marshaling off specific words for exact purposes we'll just have to agree that their meaning can change based on the context of their use.

  119. Re:But it's the Apple dude who says so! by mcgrew · · Score: 1

    Why do you suddenly get bent out of shape when a corporation makes the exact same calculation?

    Had Ford said outright "if you get rear-ended your car will probably explode" than you would have a point, but the fact is they are keeping important safety information from you for their bottom line. You don't have accurate enough information about a car's safety to make an informed decision.

    Odd that you are OK with a corporation murdering human beings. Had a human done what Ford did he'd be in prison for negligent manslaughter.

  120. Re:A Public Service Announcement to AllToyota Driv by vlm · · Score: 1

    The vehicle was push button and pushing the button while driving doesn't do anything. Computer users may be inclined to hold the power button down for a few seconds but a computer illiterate person may not think of that.

    I've always wondered how many engine starter motors have burned out because people crank away for two minutes when the engine simply is not going to start (empty gas tank, etc).

    Not being an idiot, its hard to predict what they do, but killing starter motors is some evidence they'll just keep on doing what doesn't work. Also see locking up brakes (pre ABS era), various poor driving judgment decisions especially relating to alcohol consumption, prayer, voting for either of the two major parties, most long term financial / educational / vocational decisions, etc.

    --
    "Science flies us to the moon. Religion flies us into buildings." - Victor Stenger
  121. Re:OP, you're an idiot by meatplow · · Score: 1

    This is not the case with 'some' of the current cars. I have done this plenty in an 08 Audi A6 - Auto Trans.
    The only effect of dropping down 1 gear, is dropping down 1 gear.
    Cruise Control is unchanged.

  122. Braking tests on non-hung cars may be irrelevant by Anonymous Coward · · Score: 0

    All the tests that say brakes do stop a car with full throttle are in cases where the fly by wire electronics causes loss of control. Some reports (e.g., the police officer) were by folks who could not stop the car, and would certainly have hit brakes.
    In an electronic control system, a bug could make brakes fail to work. If some other models have mechanical brake controls this would not apply.Sounds like some have electronics doing this. (One might add sudden uncommanded acceleration can be a startling event and cause problems by itself. If the driver is using cruise control, too, his foot might not be totally handy to the brake.)

    What has been reported does not sound like a sticking pedal problem. That someone can't reproduce an electronic glitch in a lab does not mean none occurs, though. Anyone recall the stories about the F-111 in Vietnam where the controller would sometimes halt, leaving the pilot with no controls? Most times that happened 50 feet over trees the pilot did not survive. They tried to find that in labs too....took a very long time.

  123. For the Record... by mkiwi · · Score: 1

    ...I have the exact same problem as Woz with my 2007 Camry.

  124. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 0

    The ignition and transmission in a Prius are both controlled 100% electronically. Changing to neutral or turning off the car won't happen unless the car's software agrees with your intentions.

  125. Re:A Public Service Announcement to AllToyota Driv by sjames · · Score: 1

    What key? There is just a button. While the normal human reaction to a panic situation (or even when you're in a hurry) is to press a button repeatedly and rapid fire, the button will only actually turn the car off at speed if you press and hold it, just like a modern PC.

    Apparently the auto designers have never been in an elevator. Here we have an action that will only be taken in a panic situation when all sense of time is distorted to make a second seem like an eternity and the car is already not behaving normally and the designers are urging the driver to press the button and be patient!

  126. Re:A Public Service Announcement to AllToyota Driv by vlm · · Score: 1

    So yeah, I believe this man could have saved his own life and failed to do so. He and the 3 others could be alive today.

    With regards to the dead cop, look at the death by suicide rates for cops. I'm not implying anything about one specific instance, but the suicide rate is high enough that its a legitimate area of inquiry. Just saying that a lot of cops try to go out using tools from their job, like guns ... cars ...

    --
    "Science flies us to the moon. Religion flies us into buildings." - Victor Stenger
  127. Re:A Public Service Announcement to AllToyota Driv by circletimessquare · · Score: 1

    http://tech.slashdot.org/comments.pl?sid=1531634&cid=30974502

    This article (happened in Australia - linked related articles contain more information):

    http://www.abc.net.au/news/stories/2009/12/16/2773868.htm [abc.net.au]

    describes a problem with a Ford Territory getting stuck with the cruise control actively trying to keep the vehicle at 100km/hr.

    A couple of things to answer the 'this guy was idiot, I'm so clever it wouldn't have happened to me' crowd:

    1. He couldn't turn off the ignition as the car won't let you do that if the car is moving.

    2. He couldn't shift to neutral because the car wouldn't let him push the shift release button. (It was an automatic, so no clutch pedal.)

    3. Pushing the brake wasn't helping enough to stop the car. (In the end it worked, but he had to jump on it with both feet all his adrenaline fuelled strength while pulling as hard as he could on the handbrake.)

    4. The accelerator pedal only worked to speed him up, It wasn't a pedal 'sticking to the mat' issue, as the car was holding itself exactly to the speed of the cruise control.

    5. The car was going too fast to just ram into a barrier or tree, etc.

    6. The guy called Ford Australia (on his mobile phone), who couldn't help him and put him on hold. So then he called the police who, to their credit, cleared the road ahead and kept him calm enough to eventually get the car to stop. The total ordeal lasted 50 minutes.

    7. The recording of the police call was released and played on the news and it was pretty obvious that both the guy and the police were doing everything to get the car to stop. This was not a situation where a quick two second phone call to a know-it-all Slashdotter would have solved the problem.

    Anyway, I can't believe this news didn't make Slashdot when it happened a couple of months ago, as it contains considerably more information than the usual fare on this topic.

    --
    intellectual property law is philosophically incoherent. it is your moral duty to ignore it or sabotage it
  128. Re:How's that Hope & Change working out? by Anonymous Coward · · Score: 0

    I'd rather he go on a spending spree that saves the economy (yes, it is working. look at the numbers.) than have him go the Bush route. Your deceptive number game not withstanding, it's clear that we finally have a President who cares more about the American people than the corporations that line his pockets.

    You know what I'm talking about. Bush went on an epic killing spree that on top of needlessly ending thousands of innocent lives, wasn't paid for. Bush was so busy cutting taxes for every billionaire and outsource happy corporation that he couldn't be bothered to pay for his wars, even in normal economic times.

    Barack Obama is cleaning up the mess that Republicans like yourself left us.

    Show some gratitude, or at least have a bit of respect for your superiors.

  129. Re:But it's the Apple dude who says so! by stabiesoft · · Score: 1

    Nah, the difference is the IS buyer loves it when the car takes off on its own. Watch the commercials where they are all doing donuts.

  130. Problem and explanation discussed here before by laing · · Score: 3, Informative

    See Woz's original post here. And the explanation here. It could be argued that Toyota should change their cruise control interface so it doesn't keep increasing the "set" speed beyond a few mph above the actual speed. As long as you are aware of how it works, it does not pose a danger.

    1. Re:Problem and explanation discussed here before by holmstar · · Score: 1

      You mean potential explanation. You have no evidence that the suggested explanation is what is causing the problem Woz describes. Note that he only mentions one bump per mph, not a dozen all at once before the car can catch up.

    2. Re:Problem and explanation discussed here before by noidentity · · Score: 1

      You mean potential explanation. You have no evidence that the suggested explanation is what is causing the problem Woz describes. Note that he only mentions one bump per mph, not a dozen all at once before the car can catch up.

      No, he means the correct explanation. Users are always wrong. Designs are always flawless, as long as they are documented correctly. Users never pay attention and always cause problems. It's never the car's fault.

  131. Engine Limiters by Cadre · · Score: 4, Informative

    This is absolutely the correct reaction. A slightly more aggressive tact might be to drop the vehicle in low, which might blow the engine but would also severely limit your speed.

    Most modern cars have engine RPM limiters; throw it into neutral with a stuck throttle and it may sound like it's going to blow up but it'll be fine. In automatic transmissions, selecting low is really only a suggestion and most automatics will freely ignore a manually selected downshift if it leads to an over-rev condition.

    The only way to over-rev most cars these days is have a standard transmission and miss a shift coming down.

    --
    All editorial writers ever do is come down from the hill after the battle is over and shoot the wounded.
    1. Re:Engine Limiters by BitZtream · · Score: 1

      The only way to over-rev most cars these days is have a standard transmission and miss a shift coming down.

      And that generally requires an excessive amount of force which most drivers won't apply. Transmissions now days are pretty good at preventing themselves from being damaged just by their design. Mine for instances simply will not sync up when the RPMs are too high for the gear I'm trying to go into. I can not push it into that gear regardless of the amount of pressure I apply.

      --
      Persistent Volume manager for Kubernetes - https://github.com/dwimsey/openshift-pvmanager
  132. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0

    he meant "fixed" gears... Prius has a continuously variable transmission...

  133. My 1994 Chrysler New Yorker Had Similar Problem by JakFrost · · Score: 3, Informative

    Re:Floor mat, really? (Score:5, Interesting)
    by SteveWoz (152247) writes: Alter Relationship on 2009-11-04 0:12 (#29973870)

    I have owned many Prius's. I currently drive a 2010 one. Let's say that I'm in some place where the speed 85 mph is legal. I can nudge my cruise control speed lever and my speed barely goes up, say from 80 to 81.I nudge at again and again, up to 83. Then I nudge it again and the car takes off, no speed limit. Nudging the cruise speed control lever down has no effect until I've done it about 10 times or more. By then my Prius is doing 97. It's scary because it's so wrong and so out of your normal control. I tested this over and over the night I observed it.

    It's scary because you don't think of things like putting the car in neutral when this happens. I am sure you can't turn the car off with the keyless power button, the only option on this model.

    Braking does disable this scary cruise control effect. It is a natural response, so the problem is mitigated a great deal.

    I have not seen this happen before so I think it's new to the 2010. I have the package which includes parallel parking assist and cruise control distance limiter.

    My old 1994 Chrysler New Yorker had a similar problem with cruise control but it wasn't as acute as was Steve describes. If I was going up any small hill on a highway and I hit the cruise control speed up button once, twice, three times the car would try to accelerate a little and then rev up like mad and try to speed up by almost +10 miles per hour until it was going much faster than I intended, making me hold the coast button for a while unit it slows down or by turning off cruise control all together with the Off button or by a light tap on the breaks.

    Oh and I'm not trying to play down the problem with Toyota's accelerator pedal recall or now this cruise control issue, there is a real issue there that needs to be addressed and it appears like there is some cover-up and a lack of accountability and openness about these problems from Toyota's reactions.

    1. Re:My 1994 Chrysler New Yorker Had Similar Problem by Guysmiley777 · · Score: 1

      So... if you had the cruise control turned on and pressed the "accel" button three times in a row the car would try to accelerate? That sounds like "working as intended" to me. What does the owners manual say about multiple repeated taps of the cruise control acceleration button? I'm not familiar with Dodge/Chrysler electronics, I've only ever driven GM, Ford and Nissan vehicles long enough to notice things like cruise control behavior. With GM vehicles if you hold the increase speed button the car will at first accelerate slowly, then accelerate hard after a second or so of holding the button.

      --
      Coding with assembly is like playing with Legos. Coding an application in assembly is like building a car with Legos.
    2. Re:My 1994 Chrysler New Yorker Had Similar Problem by PeanutButterBreath · · Score: 1

      My old 1994 Chrysler New Yorker had a similar problem with cruise control but it wasn't as acute as was Steve describes. If I was going up any small hill on a highway and I hit the cruise control speed up button once, twice, three times the car would try to accelerate a little and then rev up like mad and try to speed up by almost +10 miles per hour until it was going much faster than I intended, making me hold the coast button for a while unit it slows down or by turning off cruise control all together with the Off button or by a light tap on the breaks.

      Sounds more like unrealistic expectations than a fault in the car. Any time where there are sudden changes in the grade, CC may have trouble figuring out how to respond.

      If you hit the button and it doesn't work the way you want, you should immediately resume full control of the car. Repeatedly creating a situation of extreme acceleration and remedying it with the "coast" button is madness.

      It sounds like Woz has debugged the same problem -- cruise control is not magic.

    3. Re:My 1994 Chrysler New Yorker Had Similar Problem by eh2o · · Score: 1

      My experience with CC going up hills is that it usually overshoots the requested speed by up to about 5mph after a downshift occurs. Also, drivers without CC tend to slow down on uphills (as they tend to drive with constant RPM not constant velocity). The combined effect is that going uphill with CC causes your relative speed to other drivers to change quite dramatically, say 10-15mph. If one were to simultaneously also request a speed increase, you'd almost certainly perceive the car to be moving much too quickly for safe handling.

      As we know, it is the difference in relative speed that tends to cause accidents, so I will always disable CC on inclines unless the traffic conditions are very light.

    4. Re:My 1994 Chrysler New Yorker Had Similar Problem by BitZtream · · Score: 2, Informative

      What you were experiencing was the engine down shifting to try and accelerate to the speed you had told it to go to. When in the higher gear it couldn't accelerate fast enough so you kept hitting the button, so it was set to a much higher speed than you actually wanted. Then it changed gears and had the additional power and accelerated quickly towards its target speed.

      Your problem was a user issue. The same problem still exists in cars today.

      --
      Persistent Volume manager for Kubernetes - https://github.com/dwimsey/openshift-pvmanager
    5. Re:My 1994 Chrysler New Yorker Had Similar Problem by Anonymous Coward · · Score: 0

      This is actually one VERY nice thing about my 91 Mitsubishi 3000GT. The cruise control setup on it only works between I believe 45 mph and 85 mph, maybe 90. Regardless the point being that the car WILL NOT go outside this range, except perhaps on a steep downhill grade. Furthermore rather than each click of the accelerate button moving it up 1 mph in speed, it only holds the last speed it was at when you let go of the accel button. So if it goes to WOT due to you holding the button down, but you let it off at say 65 mph, even though it might hit 70 due to still being under the influence of acceleration, it will drop back to 65 as soon as the throttle body closes enough to reduce airflow, same as if you stomped the gas pedal to the floor then let off.

      I'd actually been annoyed by it in the past since it always seemed to end up beng a few MPH below what I wanted speed-wise because of how it worked. But having read up about Woz's problem with the cruise control and the throttle pedal in the other toyota cars, I have to say I'm glad for how the system works on it, and probably other older cars. Throttle by Wire, Brake by Wire, Non-mechanical ignition setups, etc. All this new technology scares the shit out of me for reliability purposes, and I just don't see it improving in the future with ever more computer controlled automobiles. I've pretty much set my cutoff date for any 'new' vehicles I get at 2000 or so, and any Throttle-by-wire cars are strictly off the menu. ABS had plenty of problems of it's own, but at least on most cars you could pull a fuse and go back to comfortable old manual braking style. With these new cars and their fully electronic non-mechanically connected systems, it's becoming MUCH scarier.

  134. Re:But it's the Apple dude who says so! by sjames · · Score: 1

    I learned a long time ago that when I say my product "shouldn't" do something that's not the same as it "doesn't" do something. When I have a user come to me and tell me that's it doing something I don't think it "should" be doing, I start by believing that they are seeing the issue they tell me they're seeing. Often it turns out that they are not seeing what they think they're seeing, but some times it turns out that what I think the product should do is not reality.

    That's a big key. The user is seeing SOMETHING they don't expect. There can be many reasons for that, some of which are user error and some which are not. Either way, it's the same, try to get them to tell you what they actually did (not what they intended to do) and what the response of the device was.

  135. Re:But it's the Apple dude who says so! by tixxit · · Score: 1

    Odd that you are OK with a corporation murdering human beings. Had a human done what Ford did he'd be in prison for negligent manslaughter.

    I was talking more about Toyota. That said, they are not murdering people. Your car is not bug free. It never will be. It may malfunction and you may die. If you are not OK with that, DO NOT BUY A CAR. They make a product that you choose to buy. I trust most car companies will make a best effort to keep their cars safe and disclose serious safety issues. Ford and the Pinto are a pretty extreme case and they really should have said something. But this is about Toyota's problem.
    Now, negligent manslaughter? Please. This is not negligence. If you make a best effort to ensure the car is safe, then you were not negligent. As sad as it is, many children drown every year. Quite often this could've been prevented had an adult been around at just the right time. However, very few parents get charged with negligent manslaughter. Why? Because they did make a best effort to protect their child and, unfortunately, people, like cars, are not bug free. Sometimes are attention wavers and the unthinkable happens.
    You seem to think that a corporation owes you a perfectly safe car. This CANNOT happen. Concessions will be made to fit your price point. We do not live in a perfectly safe world. Recalls are part of the price of a car. If a company always recalled everything that went wrong, the cost of cars would jump dramatically, as the cost would not include projected costs for all the recalls.

  136. Comment removed by account_deleted · · Score: 1

    Comment removed based on user account deletion

  137. On Opinions... by Anonymous Coward · · Score: 5, Funny
    If a man is alone in a forest with no woman nearby to hear him...

    And he expresses an opinion.

    Is he still wrong?

    1. Re:On Opinions... by roman_mir · · Score: 1

      If a man is alone in a forest with no woman nearby to hear him...

      And he expresses an opinion.

      Is he still wrong?

      if he is married, then he is permanently wrong.

    2. Re:On Opinions... by Anonymous Coward · · Score: 1, Insightful

      Opinion are like assholes,
      everyone has one,
      and they all stink except yours.

    3. Re:On Opinions... by zrelativity · · Score: 1

      Can I invoke QM?

    4. Re:On Opinions... by Phrogman · · Score: 1

      He's wrong because he shouldn't have gone off into the woods to be alone in the first place. Doesn't he see whats going on? She's upset and needed him to be near. I mean, its not like there wasn't obvious evidence: she left her shoes untied!

      --
      "The first time I got drunk, I got married. The second time I bought a chimpanzee, after that I stayed sober" Arian Seid
    5. Re:On Opinions... by Macgrrl · · Score: 1

      Yes

      ...we still heard that...

      --
      Sara
      Designer, Gamer, Macgrrl in an XP World
    6. Re:On Opinions... by ewertz · · Score: 0

      Just don't sit there daydreaming and take out the goddamned trash!

    7. Re:On Opinions... by BlackBloq · · Score: 1

      No matter right or wrong; it's still once a month unless you do a shitload of housework! If you get a preggo wife it's possible to do it 5 times in two yeas. All the while physically sleeping together still... snarf!

    8. Re:On Opinions... by Anonymous Coward · · Score: 0

      If a man is alone in a forest with no woman nearby to hear him...

      And he expresses an opinion.

      Is he still wrong?

      No, but you are! Oh wait.. this is /., there is no woman nearby..

    9. Re:On Opinions... by Modern+Primate · · Score: 1

      Yes.

    10. Re:On Opinions... by Duggeek · · Score: 1

      Hey AC, does your wife read /. ?

      Well, I know my wife doesn't, so I'll post this without the AC veil:

      Well here’s the proof that women are evil...

      Symbols: W is Women, T is Time, M is Money and E is Evil

      1. We all know you need time and money to please a woman, expressed as:
      W = T(M)

      2. The world of business teaches us that time is money:
      T = M

      3. Based on that, we can substitute:
      W = M(M) [OR]
      W = M^2

      4. We've all heard that money is the root of all evil:
      M = sqrt(E)

      5. Based on that, we can substitute:
      W = (sqrt(E))^2

      6. The square and square-root negate each other, leaving:
      W = E [ergo]
      Women = Evil

      </offtopic> (hopefully)

      --
      This post © Copyrite Duggeek, all rights reversed.
  138. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0

    Well, according to this breakdown of a Prius motor and this diagram, a Prius does indeed have gears.

  139. Re:A Public Service Announcement to AllToyota Driv by vlm · · Score: 1

    But what if both your gear shift and iginition push button are software controlled, and the software is the problem?

    Thats a design error.

    My daily driver has one computer for the transmission based on a 68hc11 design, and a completely separate system for the engine/ignition/fuel injectors using I believe a different microcontroller architecture.

    If the transmission crashes, it'll need major hardware repair, but at least you'll have power brakes/steering/etc as you stop. If the engine crashes, you'll smoothly downshift, glide to a stop, and put it in park.

    The general automotive trend has been to include more and more specialized microcontrollers, rather than just one big ole central processing unit. The back seat DVD player is almost certainly not sharing a processor with the ABS braking controller.

    --
    "Science flies us to the moon. Religion flies us into buildings." - Victor Stenger
  140. Re:Woz, you're an idiot by Rich0 · · Score: 1

    I don't disagree with you at all, but my point was just that the issue would be a lot easier to consider if we just knew what the test case was, as then it would be a simple matter of fact and not one of reputation.

  141. Re:Safely. noted this one on /. before: by elrous0 · · Score: 1

    One of the few early Apple people that came off as an actual talented engineer, not just some arrogant hippie wanting to make an assload of money. He's still about the only Machead that doesn't make me want to puke.

    --
    SJW: Someone who has run out of real oppression, and has to fake it.
  142. Re:But it's the Apple dude who says so! by sjames · · Score: 1

    As someone who has written a program I was sure was bug-free after repeated testing, only to have somebody who doesn't know jack about programming find a bug, I have to disagree; Woz is probably right.

    It's actually quite common. When you test your own code, your test cases will have the same constraints you were considering when writing it, so you won't likely find the corner case. It takes someone who knows nothing about the code to stumble upon that corner case input.

    Similar problem for proofreading. Proofread your own writing and the same thing that caused you to make the mistake causes you to overlook it later.

  143. Re:A Public Service Announcement to AllToyota Driv by ei4anb · · Score: 1
    BS. First the off button must be pressed for three seconds before it will switch off. In a rental the driver may not know that. When you do turn it off you lose power brakes and power steering. Neutral is the recommended mode for dealing with a runaway and press on the brakes without pumping (which depletes the vacuum resevoir). Selecting neutral is easier in the Prius as the selector has fewer positions than the other models.

    Note that the servo assisted brakes take their power from the pressure difference in the inlet manifold. At high engine RPM that pressure difference is LESS. When the engine revs wildly the brakes are less effective.

  144. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 0

    Thats what I thought, but we're both dicks overlooking a major point: It was a push button ignition.

    I've never used push button ignitions before. Until this story, I didn't know that you had to hold the button for 3 seconds to turn the car off.

    If I had to find that out while my car was doing >100mph, I might be dead too. Pretty easy to assume that all the electrical systems are unrespnsive once the accelerator is stuck and hitting the power button isnt doing anything.

    Putting it in neutral still seems like an option, but I think that might be what toyota is trying to distract us from -- The shifter is all electronic too, and some are saying it was not responding.

  145. Cruise and manual transmission by Anonymous Coward · · Score: 0

    I've had manual-transmission cars from two different companies that had cruise-related problems.

    In both cases 5th gear could occasionally slip into neutral and the cruise would not disengage, revving the engine to max. Cruise should have a safety to disengage automatically when the gears change whether or not the clutch is used.

    Fortunately it was only harmed the engine not the driver.

    It was easy enough to press the clutch which turned off the cruise then shift back into gear and keep driving.

    As to why the gear slipped, that's a separate issue

  146. Re:Woz, you're an idiot by egburr · · Score: 1

    On a slope or a curve, you have to accelerate if you want to maintain speed. Speed is a measure of how far you move in a given amount of time. Acceleration is a change in velocity, which is a combination of speed and direction. So, in those cases your acceleration may be changing your direction while maintaining your speed.

    However, maybe your acceleration is not sufficient to maintain your speed while also changing your direction. I used to have an old car that had no problem reaching 55mph on a flat road, but would rapidly drop to barely maintaining 35mph on a not-too-steep hill even with the gas pedal floored. Of course, my car had some engine problems. Also, it is quite common for big RVs to lose 5-10mph on even fairly small hills.

    --

    Edward Burr
    Having a smoking section in a restaurant is like having a peeing section in a swimming pool.
  147. Certification? by Anonymous Coward · · Score: 0

    I'm not familiar with car software, but I know that the certification process for avionics is pretty severe. I about shot myself in the face doing Level A certification of some avoinics due to how thorough it is... I quit that job after a few months because I realized I was filing TPS reports and was coveting my neighbor's red swingline.

    My questions are 2 fold. First, does the auto industry have this kind of software certification process and second, for others who have endured the certification, does it produce the safety gains it is supposed to?

  148. Re:A Public Service Announcement to AllToyota Driv by noidentity · · Score: 1

    A Public Service Announcement to All Toyota Drivers

    That's all good and well if you own a Toyota, but what do I do if my Honda starts accelerating uncontrollably?

  149. Re:But it's the Apple dude who says so! by Cprossu · · Score: 1

    I'm with you on this one. Especially considering how alike automotive computers and old computers were. (It wasn't that long ago that most automotive computers still used some form of 6800 chip at it's core).
    Back when "Fly by wire" for automobiles was a new thing, quite a few people and engineers alike wanted some sort of fallback or mechanical interlock to avoid this kind of issue (for an example the brake having an extra mechanism for closing the throttle mechanically), but this of course defeated the whole industries purpose of drive by wire, which was to get rid of the bulky mechanisms and make it so they could place the throttle body wherever they wanted despite weird positioning, which would make it cheaper in the long run... The prius has a different reason for needing drive by wire, and that stems from it's planetary gearset power "split" system, in which torque management is very important so you don't break anything and so you get the right movement to the right pieces.... When I saw the first reports of what happened back a while ago, my first thought was not the floor mats, but the potentiometer in the accelerator pedal, and if that checked out, then a possible "race" condition that existed because of either defective software or some deficiency of the hardware they failed to recognize and program around....

    This sounds very like the same types of problems the famed old "Therac 25" experienced: A hardware safety/interlock replaced by a software one, the software failing because of some reason (it might not be coded wrong, but the hardware might interpret it wrong under certain conditions), and death resulting because an important piece of the device malfunctioned. It gets to be scarier when you think that it's not a long stretch to make cars transmissions without any fallback, ignition systems that are only state indicators to the computer, unable to do anything should that input be ignored, leaving you with an out of control drivetrain and powertrain without any way to safely power it down.

  150. Re:But it's the Apple dude who says so! by Anonymous Coward · · Score: 0

    Yeah, let's blindly trust the corporation. You're a smart one.

  151. Ignorant. Ever heard of push button start / stop? by 1800maxim · · Score: 1

    There is no key to turn.

    It was a loaner car. His car was serviced, so the dealer gave him this Lexus to drive.

    The Lexus had push button start/stop. If parked, you press the button and the engine starts. If parked, and the engine is running, you press the button, and the engine stops. HOWEVER, if you are moving, you need to press and hold the button for 3 seconds before the engine is shut off. Nobody explained it to him.

    The call was made by someone in the car, not the driver. Either the wife or one of the kids.

    The more you know...

  152. Re:A Public Service Announcement to AllToyota Driv by musclemerc · · Score: 1

    I live in San Diego where the CA State Trooper incident happened.

    In this case, the car was a loaner Lexus with push button ignition he had just picked up from the dealership. He had never driven a car with this feature before, and was not aware that to turn the car off, the ignition had to be held down for 5 seconds - much like a computer power switch. It is completely understandable that he was not able to figure this out from the owners manual or by talking to the 911 operator while in a panic situation.

    I'm not sure why he didn't put the car in neutral as other comments have suggested - the transmission may have had some type of interlock feature preventing this. The area where the incident happened is also a fairly steep downgrade, so with the brakes already shot, he may have done this but it didn't change the outcome.

  153. Re:Woz, you're an idiot by Buelldozer · · Score: 1

    You mean like THIS "reproducible test case"...that he posted on /. on Tuesday NOVEMBER 3, 2009?!?!

    http://tech.slashdot.org/comments.pl?sid=1430048&cid=29973870

    That's three months ago, just like the article says.

  154. I have been wondering this from the beginning.... by tacokill · · Score: 2, Insightful

    A wiki link to Therac-25 seems appropriate.

    For those that don't know, the Therac-25 is one of the all-time worst human-machine interfaces ever built. I can't help but wonder, based on Woz's comments, if we have a similar situation with Toyota.

    Issues like these can be difficult to track down so it would not surprise me at all if that is what we are dealing with here. Multi-years of pseudo-random symptoms and no obvious "solutions" have worked thus far. Not to trivialize it but -- it's a gas pedal. In other words, it should be a simple mechanism for putting fuel into the engine. Of course, we all know modern cars are not so simple. That is precisely why I ask if we have a human-machine interface issue here. ie: you are pushing a lever for the gas but that lever is a "software" lever so who knows what is actually going on in the car's computer.

  155. Re:Woz, you're an idiot by goodmanj · · Score: 1

    The Prius's transmission ("Synergy Drive") is freaking *weird*, and well worth reading about if you're an engineering fan. It's not a traditional automatic, it's not a traditional CVT, it's totally different from anything else on the road today.

    As for "throttle and transmission don't coordinate their actions", both power sources (electric motor and IC engine) and the linkage between them are under computer control, and the gas pedal is really just a user interface device: the driver can say "I want to go faster", but exactly how that happens is up to the computer.

    Woz's point (and mine) is that the whole power system on a Prius is software-controlled, and problems with it are likely to be software bugs rather than simple mechanical limitations.

  156. Re:A Public Service Announcement to AllToyota Driv by nmos · · Score: 1

    More importantly, if your car starts accelerating uncontrollably as if the throttle is stuck all the way open, for the love of god grab the key and TURN OFF THE ENGINE

    You do realize that the car in question didn't have a key right? It had a push button start/stop, and worse, it behaves differently when the car is parked than when it is moving. Furthermore it was a rental so the driver probably hadn't read through the manual either.

  157. Ha! by zogger · · Score: 1, Offtopic

    I bet you are also guilty of not being psychic enough, to not only do the "correct thing", but to intuitively know when, where, how, and why, in advance.

  158. Re:Woz, you're an idiot by Buelldozer · · Score: 1

    From a poster above you: "Note, in NTSB reports - many of these cars have had the brake pads TOTALLY burned through, indicating that once these cars took off on people, they COULD NOT stop"

    If the brake pads were burned through then there is an accelerator problem.

    Not only that but there's a brake problem too. Properly functioning brakes should be able to hold a car still even when the car is at W.O.T.

  159. they more than deserve it by 1800maxim · · Score: 1

    Extremely rare or not, it is a very significant problem with documented fatal consequences. You bet they should be taking it in the most serious way possible.

    Toyota has been lying through their teeth, including their interview with the president on the issues. They've known about it for years, and have come up with the most ridiculous reasons for the problem. They absolutely deserve what they get, although I suspect the fallout won't be so great.

    And their spotless reputation for quality? That's because a lot of it was suppressed. Finally everyone realizes Toyota is not god, and they have serious issues. Accelerator stuck is just one. Another one is frame rotting away in their 5-6 year old trucks (Tacoma, 4Runner). And there are many more. It's time to realize what's what, and I hope that the MSM helps average Joe to understand this. People have been blind for far too long.

    1. Re:they more than deserve it by winwar · · Score: 1

      "Extremely rare or not, it is a very significant problem with documented fatal consequences. You bet they should be taking it in the most serious way possible."

      Here's the problem in a nutshell. You have reports of a very rare problem with no obvious cause. You review the engineering, try to reproduce the problem and fail. What do you do?

      You conclude it is likely user error but continue to look for more information. When you have sufficient data to determine it is something you can fix, you do so.

      I don't know what else you expect them to do. Audi was nearly destroyed in the 1980's in the US based on a false accusation of sudden acceleration issue in their cars. People reported that their cars accelerated on their own despite them standing on their brakes (they were actually standing on the accelerator pedal).

  160. Re:Woz, you're an idiot by The+Flymaster · · Score: 1

    His? Hers? Its. All pronouns skip the apostrophe.

  161. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 0

    grab the key and TURN OFF THE ENGINE

    What key?

  162. Re:But it's the Apple dude who says so! by mcgrew · · Score: 2, Insightful

    I was talking more about Toyota

    I was using the Ford Pinto as an example of why you should not trust the Toyota Corporation to come clean about defects, and you started talking about cost analysis and why it was ok. The Pinto incident is NOT ok. Toyota didn't murder anyone (yet), but the Ford corporation certainly did. As I said, had a person done this they would be in prison for involuntary manslaughter.

    I trust most car companies will make a best effort to keep their cars safe and disclose serious safety issues

    After the Pinto (and two later incidents, the exploding Crown Vic and the SUV rollovers) I think that's a little naive of you.

    This is not negligence. If you make a best effort to ensure the car is safe

    IF is the biggest word in the English language. You have no way of knowing how much effort they put into safety. Trust must be earned, and I've learned from incident after incident NOT to trust my safety to ANY corporation any more than I have to; deadly greed happens over and over. The chicken plant fire with the fire doors chained shut; the Jack in the Box hamburgers that killed children, the Pinto, the cigarette manufacturers, the poison peanut products last year, the list goes on. Trusting your safety to ANY corporation is the height of foolishness. This is why we have OSHA and other regulators.

    Why? Because they did make a best effort to protect their child and, unfortunately, people, like cars, are not bug free

    Ford not only didn't make the effort, they hid the bug.

    You seem to think that a corporation owes you a perfectly safe car.

    No, there is no such thing. But if they know about a deadly defect they owe me a fix for it, or at least to let me know that it is, in fact, buggy.

    If a company always recalled everything that went wrong, the cost of cars would jump dramatically

    Yet they try to give the untrue impression that thay do in fact recall defective cars. This type of deceit is immoral and should be considered unethical, and should not be tolerated.

  163. I hereby award you a Slashie award. . . by Anonymous Coward · · Score: 0

    Alright, I just have to hand you mad props on that one. I thought of about 3 jokes for this situation, but none of them held a candle to your creativity in this matter. Brilliant.

  164. I can't believe, nobody mentioned Fight Club: by Hurricane78 · · Score: 1

    Narrator: A new car built by my company leaves somewhere traveling at 60 mph. The rear differential locks up. The car crashes and burns with everyone trapped inside. Now, should we initiate a recall? Take the number of vehicles in the field, A, multiply by the probable rate of failure, B, multiply by the average out-of-court settlement, C. A times B times C equals X. If X is less than the cost of a recall, we don't do one.
    Woman on plane: Are there a lot of these kinds of accidents?
    Narrator: You wouldn't believe.
    Woman on plane: Which car company do you work for?
    Narrator: A major one.

    --
    Any sufficiently advanced intelligence is indistinguishable from stupidity.
  165. Trust your first level support a bit more? by Lonewolf666 · · Score: 1

    What you say may be correct for talking to the customer, but when one of the first level supporters (who presumably have at least a bit of experience) asks 2nd level to check server X, doing so might be smarter than to argue with the 1st level.

    After all, the whole purpose of 1st level support is to solve simple stuff and escalate those things that are not obvious cases. If you treat 1st level like a potentially dumb customer, you end up with a $30/hour guy asking standard questions to a $8/hour guy.
    Exactly what isolating 2nd level from the dumb customer was meant to avoid, only that you pay both guys for it ;-)

    --
    C - the footgun of programming languages
  166. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 0

    In fact, this is a safety feature on all motorcycles - it's called a kill switch. If your throttle sticks open, flick that switch and the engine DIES.

  167. Re:A Public Service Announcement to AllToyota Driv by zwede · · Score: 1

    There was a blurb on NPR about this case this morning. The car had no ignition key, it was push button start where pressing the button in this situation does nothing. Also, it wasn't the driver who called 911, it was a passenger.

  168. Re:A Public Service Announcement to AllToyota Driv by Bill_the_Engineer · · Score: 1

    I should use some sort of punctuation that indicates humor.

    Having separate microcontrollers (or full fledged processor boards) does not necessarily guarantee robustness or safe design when they are linked to perform a shared function.

    To continue your example:

    If the transmission crashes, it'll need major hardware repair, but at least you'll have power brakes/steering/etc as you stop. If the engine crashes, you'll smoothly downshift, glide to a stop, and put it in park.

    If software that executes on another computer orchestrates the operation of both fails. It could place both in a untested state where the engine accelerates and the gear shift is unresponsive. Worse, the third computer could keep overriding your actions, returning the other two computers to the state that it believes it needs to be in.

    Toyota and most car manufactures test for this situation, but my point still stands that having a distributed computing environment doesn't necessarily mean safer. Especially when you consider that the more complex the design is - the more complex (and thorough) the testing needs to be.

    --
    These comments are my own and do not necessarily reflect the views or opinions of my employer or colleagues...
  169. Re:Woz, you're an idiot by The+Flymaster · · Score: 1

    Well, not hers. My bad. His and its.

  170. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 0

    Having been in this situation, with a 1999 Volkswagen Passat (the pedal was stuck to the mat, which I did not know until after I was stopped), I can say that you do not necessarily think of everything when you are in these situations.

    Granted, I did turn off the car (seconds before I would have rear-ended the car in front of me), but when this happens, you do not get as much time to sit there and logically think things through. I am stunned that he had the time to call the police, and he was unable to come up with a solution in time, but I am sure that he was fearing for his family. Also, he may have a keyless entry model, which some people do not realize can be turned off by holding the button for 3 seconds.

    Regardless, as a different replier responded: apparently I did not do the right thing (though I do not regret doing it, and I was fortunately able to muscle through the steering). Putting the car in neutral will most likely always work, on all cars, where as even the act of turning the car off is different depending on the car these days.

  171. Re:Woz, you're an idiot by BobMcD · · Score: 1

    I'd be willing to sacrifice his's to end the grammar crudes, I guess. At least as optionally correct.

  172. Re:A Public Service Announcement to AllToyota Driv by shawn(at)fsu · · Score: 1

    Again I find myself agreeing with your statements.
    I had this problem quite recently and you are exactly right. I didn't think about putting it in neutral until the second after it happened. The same goes for the ebrake, if you don't have enough time, which in car situations you usually don't, you don't have enough time to go from irrational to rational though. It's like the urban legend about parachutist dieing because they don't remember to use their emergency shoot. Which is exactly why the military and the police forces train as close to real life as they can over and over again.

    --
    500 dollar reward for tip(s) leading to the arrest of the person(s) who stole my sig.
  173. Re:A Public Service Announcement to AllToyota Driv by FrigBot · · Score: 1

    Some of these cars have a push-button ignition switch. My dad has one. But I do not know what happens if you try to push the sbutton to switch off the engine while it's howling away at 5500 rpm. Will it shut off, or just ignore your suggestion to kill the ignition? Who knows.

    Either way, unless a person is prepared to suddenly deal with the lack of power stering and brakes, and maybe locked steering (btw the stering wheel usually doesn't lock till you turn the key all the way to "off" and pull it out) your suggestion is not really a good idea.

  174. ...except computers that don't work right??? by Anonymous Coward · · Score: 0

    Man, and this is from Steve Wozniak, who made and sold, for instance, MacOS 7, which kept crashing and freezing and spitting "an error has occurred" at a pace not even matched by BSODs? And all that because of a "design" (for lack of a better word) that was obsolete 20 years before (no memory protection, no preemptive multitasking, etc.)?
    Steve, how about apologizing to the world for your shoddy designs before blaming others?

    1. Re:...except computers that don't work right??? by tenton · · Score: 1

      Woz had almost nothing do with the Mac, go away troll.

  175. Re:Safely. noted this one on /. before: by yurtinus · · Score: 1

    I think that was sort of his point: "Yes, it is a bug. Yes, Toyota needs to fix it." From TFS, he said he could reproduce it safely and consistently, but *wasn't getting a response* from Toyota about the issue.

    --
    +1 Disagree
  176. I'm tradmarking... by Virtucon · · Score: 1

    I realize Woz really isn't heavily involved with Apple, but I think I need to trademark: iCrash and iFail

    --
    Harrison's Postulate - "For every action there is an equal and opposite criticism"
  177. Take it back to the dealer by Anonymous Coward · · Score: 2, Insightful

    People complain why Apples are more expensive, and this is just one reason. If I have a problem with an Apple product, I can take it to an Apple store....

    Which is, thankfully, also possible with cars.

    Bringing us back on topic, since this is a brand-new, under-warranty car, why has Woz not taken it back to the dealer, grabbed a technician, and demonstrated this behavior with the tech in the car? Most dealers actually will do this, especially if the car is new. Most independent shops will, too.

    Calling the 1-800 customer relations line will get you nowhere. Even if you're a millionaire and you're used to going "straight to the top." Demonstrating the problem is the way to go.

    1. Re:Take it back to the dealer by winwar · · Score: 1

      "Bringing us back on topic, since this is a brand-new, under-warranty car, why has Woz not taken it back to the dealer, grabbed a technician, and demonstrated this behavior with the tech in the car?"

      Probably because he believes he has found the "one true cause" rather than likely just an unrelated fault. If it is actually a fault and not a designed behavior.

      The problem with all the publicity is that that any acceleration problem will now be blamed on the car whether or not the car actually failed. Witness the 1980's Audi problem which was user error made worse by pedal arrangement rather than an actual fault.

  178. Re:But it's the Apple dude who says so! by c_sd_m · · Score: 1

    Toyota's smarter than that, they'll weigh the cost of the recall against lawsuits plus loss of good will decreasing future sales (relative to the good will that's a sunk cost either way).

  179. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0

    My old 98 chevrolet does the same thing redlining a few times until I got a clue and stopped engaging cruise control going up a steep hill with a car full of passengers.

    Its right up there with the priceless accounts of a clueless lady who wanted her car company to pay her speeding ticket as she was cought speeding while cruise control was engaged. Apparently her car failed to automatically apply breaks for her when going down a steep incline.

    In other news I once had a "mechanic" drive my car and tell me I should always drive in third gear to prevent damage to the transmission because (after trying three times unsucessfully) he was able to intentionally fool the fuzzy logic controlling automatic gear shifting and make it do something stupid.

  180. Re:A Public Service Announcement to AllToyota Driv by 5pp000 · · Score: 1

    I don't understand the part about "no brakes". Some years ago, when the Audi 5000 (IIRC) was under fire for a similar problem, one of the car magazines (Car & Driver, IIRC) did a test where they compared the stopping distance from 60 mph at closed throttle (the normal case) to that at full throttle. They reported the stopping distances were identical -- the brakes were so much stronger than the engine that the engine's torque had no effect at all.

    What could have happened in this case? Does anyone have any idea?

    --
    Your god may be dead, but mine aren't!
  181. Re:Safely. noted this one on /. before: by Blakey+Rat · · Score: 1

    To be fair, if I had a Slashdot account named "PrezBarackObama" would you immediately believe that I was actually Barack Obama? I saw that same post the other day, and just assumed it was someone using Woz's name.

    I mean, I know people on Slashdot are gullible, but I like to have at least a little more evidence before believing an account name of all things.

  182. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 0

    http://www.thetruthaboutcars.com/starter-button-a-factor-in-runaway-lexus-es350/ - a very good summary of everything that went into causing the crash. Like most problems, there was not one simple contributing factor.

    1. The car was a rental that the driver was not familiar with, and the odd layout of the manumatic in that car can make it challenging to get into neutral from higher gears.

    2. The 2009 ES350 does not have a key, it utilizes a key fob and a push button starter. It's not as simple as turning a key, you need to hold the button down for 3sec. to stop the car, which is a lot longer than you think in a panic situation. Even if you do manage to turn it off, it's not as simple as turning a key one click and being sure the steering wheel won't lock.

    3. At full throttle, the engine produces very little vaccum pressure to assist with modern power brakes.

  183. Re:But it's the Apple dude who says so! by Guysmiley777 · · Score: 1

    I had that happen with a late '80s Buick when the mass airflow sensor went wonky. You'd basically get either zero power or 100% throttle. Made getting it to the shop... interesting.

    --
    Coding with assembly is like playing with Legos. Coding an application in assembly is like building a car with Legos.
  184. Re:Safely. noted this one on /. before: by Spazztastic · · Score: 1

    To be fair, if I had a Slashdot account named "PrezBarackObama" would you immediately believe that I was actually Barack Obama? I saw that same post the other day, and just assumed it was someone using Woz's name.

    I mean, I know people on Slashdot are gullible, but I like to have at least a little more evidence before believing an account name of all things.

    It's fairly common knowledge that woz posts on Slashdot under that name. With such a low UID, I'd expect you to know this.

    There's a bunch of other people who are registered and post/used to post. Hans Reiser is one of them.

    --
    Posts not to be taken literally. Almost everything is sarcasm.
  185. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0

    Having a smoking section in a restaurant is like having a peeing section in a swimming pool.

    Really, why? I use to run a restaurant with a smoking section. It was in a separate room, in the back, with its own ventilation system. People like you still bitched. What business is it of yours anyways? Instead of whining so they changed to law to make EVERY restaurant (and bar!) smoke-free, why you didn't you just go some place else, or fickin' stay the hell home! And that is coming from a non-smoker.

  186. Re:Safely. noted this one on /. before: by Anonymous Coward · · Score: 0

    He mentioned in his post that he does not believe you can turn off the car with the keyless option. Supposedly, holding the button for 3 seconds turns it off.

    Everything else is a bit disturbing, especially as I am looking at buying one. Guess I better wait a few months.

  187. Re:_Your_ TERRIBLE ADVICE by chainsaw1 · · Score: 1

    I call bullshit. Other than some GM vehicles that use hydraulic assist and an old centripetal design from Bently, most power brakes are vacuum assist. This is SPECIFICALLY FOR cases where the brake needs boost and the power failed for some reason. You can usually get ~2 pushes on the brake with full (then partial) assist before you lose power. The brake still work, just need to push harder.

    Also, turning the key to "off" does not lock the wheel. Turning it to "Remove" locks the wheel. There are 3 positions for the key (plus starter).

    Last (and less probable), depending on the car the acceleration of the engine may prevent the transmission from shifting if it if it has a manual connect or is electronically connected and the servo motor doesn't have the umph to shift in emergency situations. Also, if your ATF is overheating and boiling out the dipstick you may not have enough pressure to shift the tranny anyway.

    --
    - Sig
  188. Re:I have been wondering this from the beginning.. by Cprossu · · Score: 1

    Good job mentioning the Therac-25, you can read my comments on it that are somewhere else in this thread..
    but I need to just point out that your "gas pedal" analogy would be correct if we were talking about a diesel or a directly injected engine, but since we are talking about a port injected (that's before the intake valves in the cylinder head) gasoline engine, the "gas" pedal's function is to limit the air that comes into the engine, and the computer detects the air that comes into the engine c(using throttle position and/or air pressure and/or air mass sensor) and adds fuel to compensate for it. In a carburetor, the throttle plate did a similar thing, it limited the amount of air coming into the engine, it was the carburetor's job to be able to add proportionate amounts of fuel to the air that came in to give the intended effect... in this way fuel injection is actually way more simple, because the computer can compensate by just changing the pulse width of the injector, a carburetor had to rely on different air pressures (vacuum) created at or near the throttle plate to add gas via "circuits" that were cast in the metal (and could be clogged up easily), and each "circuit" handled a different condition the engine might be in at any time (for an example cruising needs different fuel mixtures as opposed to a hard acceleration, as opposed to highway speed passing acceleration.)

     

  189. Re:Woz, you're an idiot by Guysmiley777 · · Score: 1

    My current car has a CVT. It's REALLY weird to get used to city driving with it, you don't have the gear changes or engine sound as reference points for how fast you're going. You eventually get used to it, but it's certainly something where you don't notice what you're relying on for information until it's gone.

    --
    Coding with assembly is like playing with Legos. Coding an application in assembly is like building a car with Legos.
  190. Re:Safely. noted this one on /. before: by blair1q · · Score: 1

    I drive a Prius. It's a confusing enough vehicle when it's operating correctly. Throw in an unanticipated control response with a frightening haptic profile, and at least a few people are going to have trouble thinking beyond manipulating the last thing they frobbed.

    The vehicle needs two things here, at least:

    1. A fix to the cruise system that ensures there's no possibility of unexpected behavior (yes, with proper software design it's possible; I do that for a living).

    2. A kill switch, such as that found on every(?) motorcycle made in the past N decades. Separate from the ignition switch (which used to be a kick-start lever) and the key switch, it's got a consistent and obvious location, color, and purpose. And you think it's an idiot-knob, until you need it.

  191. Re:A Public Service Announcement to AllToyota Driv by sysrammer · · Score: 1

    The model the cop was driving has no key. It was a loaner, so he wasn't familiar with it. Apparently the only way to turn it off is to hold the button in for 3 seconds or so, not an intuitive act.

    I don't know about putting it in neutral. Being trained, I would assume that'd be one of the first things to try. I don't know if the electronics would allow taking the shifter out of drive.

    sr

    --
    His ignorance covered the whole earth like a blanket, and there was hardly a hole in it anywhere. - Mark Twain
  192. Easily remedied by klui · · Score: 1

    Steve Wozniak can quickly resolve this issue by going public and asking people to stop buying Toyotas until this is fixed properly. Bad PR will cause companies to change their comfortable MO quickly.

    1. Re:Easily remedied by canajin56 · · Score: 0

      See, when you hit accel on your cruise control, you're telling it to increase the current target speed by 2.5 mph or whatever the increment is. You have two options. Option one, is to always go by the current speed, so hitting accel twice in a row has zero effect, you have to wait until the car reaches the new target before hitting accel again. Nobody does it that way, because it's obnoxious. Option two is that hitting accel twice bumps up the target twice. But here's the thing about cars, and you may be shocked, The Woz sure was. Cars aren't magical. They take time to accelerate. And they have gears, so if it needs to change gears, you'll do no accelerating, maybe even decelerate a little, before you start accelerating. If you just hammer like a fiend when it doesn't respond instantly to the first press, then you're bumping the target speed ever higher, so when it gets back in gear, you're going to take off with no end in sight! Same thing happens if you hammer "accel" on a hill, where your poor car is already giving it all she's got, captain. When you crest, you're going to launch like a bat out of hell. Oh yeah, and while it's not likely to be the issue at the speeds described here, the Prius is a hybrid. So, even longer than a shift delay, I imagine, would be a "Starting the engine" delay. RTFM.

      In summary, I agree with Toyota, sounds like it's working as designed. Maybe it's not a great design to not have a readout of the current setting, but it's exactly like every cruise control in every car ever made. And, 80 is already 10 over the limit in California, and at least 5 over in all but a few states! And if a PRIUS makes it, as he says, from 80 to 97 before he can react and hit the brakes, I'm not sure he should be driving at all, let alone going 10 or more over the speed limit!

      --
      ASCII stupid question, get a stupid ANSI
  193. Re:Safely. noted this one on /. before: by Blakey+Rat · · Score: 0, Flamebait

    It's fairly common knowledge that woz posts on Slashdot under that name.

    If you say so. I've read Slashdot for years, and I'd never seen him post before. Sorry I don't have your "common knowledge."

    With such a low UID, I'd expect you to know this.

    First of all, a low UID means exactly jack shit. It's a goddamned index in a database record, people treat it as if it's some shorthand for your IQ or something around here. For all you know, I signed up for an account once in 1999 then never visited the site again until yesterday. For all you know, I'm functionally retarded with only enough intelligence to get through Slashdot's registration process.

    I wish this damned website wouldn't even know that to users, it's meaningless and (as a human being) I don't like being fucking numbered.

    Secondly, I must have missed that in the extension Slashdot.org Users Guide and Manual that I was supposed to have read apparently before signing up for my account. Oh wait, there is none, you ass.

    Thirdly, I'm guessing the entire point of your post was to say "I'm 1337er than you! I knew Woz had an account!" Whoop-de-shit.

    All that aside, what I said was still good advice: don't automatically assign someone your admiration and respect because of their fucking screenname! (Or UID!)

  194. Re:Safely. noted this one on /. before: by Spazztastic · · Score: 1

    Would you like some cheese with that whine?

    --
    Posts not to be taken literally. Almost everything is sarcasm.
  195. Re:Safely. noted this one on /. before: by Blakey+Rat · · Score: 1

    Yes, yes I would. I'd also like the world's smallest violin to play while I'm eating my cheese. And when it clogs my arteries, could you call the wahmbulance for me? Thanks.

  196. Re:A Public Service Announcement to AllToyota Driv by chainsaw1 · · Score: 1

    The problem is that depending on the problem, a long starting period sometimes works. Maybe it's because the half-compression warms the heads up enough to start, or the engine cycling gets enough air in the throttle body to relieve the flooding enough to start. Or maybe the clogged injectors need extra time to put enough fuel in the cylinder for it to ignite (since clogged may not be fully atmoized and thus not all pass out when the exhaust stroke occurs.

    Whatever the reason, since starting for a long tome works _sometimes_, and it's the easiest solution to try, many people continue to practice it. It's not stupidity, it basic psychology. I read that if you reinforce something every time, then not reinforcing the behavior leads to rapid disconnection of the behavior to the reward. If you reward the behavior partially (but frequently enough to form a connection), the behavior is much more persistent across negative results.

    --
    - Sig
  197. Re:Woz, you're an idiot by The+Flymaster · · Score: 1

    You are history's greatest monster.

  198. Re:Woz, you're an idiot by mea37 · · Score: 1

    Semantic relativism is not compatible with being pedantic about others' word usage. If GGP's "correction" is based on the existance of a lay usage of the term "accelerate", then he cannot at the same time exclude the validity of using the more precise definition.

    I'm not sure why you think the names of the controls that cause different types of acceleration would have any bearing at all.

  199. Re:Typical corporate PR, doesn't know when to shut by mea37 · · Score: 1

    Perhaps you're one of the marketing weasles? If not you may have missed a calling, because that was pretty good manipulative use of language. Too bad not everyone's dumb enough to miss it...

    "Nowhere does the article mention what these repeatable conditions are"

    And the content of the article is Woz's fault?

    "you'd think someone who found a problem in a car that can kill the unwary would report the conditions it's triggered under"

    I'd think he would report the conditions when reporting the bug to the manufcaturer and regulator, and I see no reason to think he didn't.

    I would not think he would include those details in a digression from a speech he was giving, which is what the article covers.

    If his bug report had such a serious flaw as not reporting the failure conditions, I would think the Toyota press release would say so - but that's yet another thing they don't say.

    Thanks for playing.

  200. This is the problemwith crusie control by cadience · · Score: 1

    There's no feedback of requested speed; the feedback is the current speed of the car. You can request an increase of speed, but there is a finite time in which the car can respond to the requested increase. Given the variance in terrain it is quite possible that you are, after some time, requesting a speed that is significantly higher than the current speed resulting in sudden increase in acceleration toward an unknown target speed. This will seem as an unexpected reaction, as you are looking at the current speed as the target speed which isn't the case. Essentially, the feedback loop isn't closed correctly, and people cant do calculus that quickly in there head. I've complained about this for years.

    1. Re:This is the problemwith crusie control by aGuyNamedJoe · · Score: 1

      I agree -- thinking about it, I realized it's probably a problem with almost any control system. Essentially tweaking the speed button is generating an error signal which the system tries to zero, but there's a delay involved (takes time to accelerate). If you keep increasing the error signal, it will keep trying to match. If the error signal gets large enough, the system will downshift and try to accelerate faster. At that point, it's almost certain to overshoot what you requested (and that's probably much more than what you intended) before the system can recover.

      It would probably make sense to modify such systems to set a high speed limit -- and also to sense the brakes -- if the brakes come on, shut the throttle.

  201. Re:Woz, you're an idiot by afidel · · Score: 1

    Yeah, I'm used to my Ford cruise controls which generally will pick an appropriate point to downshift to keep the speed rather constant and will sense the top of the hill and shift back up. My wife's Mazda with the same engine on the same hill will rev the engine like crazy and crest the hill at about 75 in a 50 mph zone. I basically don't use cruise on her vehicle unless I'm on an interstate highway.

    --
    There are 4 boxes to use in the defense of liberty: soap, ballot, jury, ammo. Use in that order. Starting now.
  202. Re:OP, you're an idiot by afidel · · Score: 1

    Uh, I've never owned a car that did that... I would consider such an action to be a bug instead of a feature.

    --
    There are 4 boxes to use in the defense of liberty: soap, ballot, jury, ammo. Use in that order. Starting now.
  203. You tube it by rgviza · · Score: 1

    Why doesn't Woz get his damn iPhone out and video the car exhibiting the behavior. If he describes what he's doing in the video to reproduce the bug and posts it to YouTube, Toyota will have a hard time denying it.

    I'm just sayin...

    --
    Don't kid yourself. It's the size of the regexp AND how you use it that counts.
  204. Re:Woz, you're an idiot by BobMcD · · Score: 1

    I'm not sure why you think the names of the controls that cause different types of acceleration would have any bearing at all.

    I'm pretty sure I stated it above, but perhaps you didn't have time to look it up...

    Context

    the parts of a discourse that surround a word or passage and can throw light on its meaning

  205. Tinfoil hat time by ThatsNotPudding · · Score: 2, Insightful

    I have a suspicion that every Toyota brought in for a new accelerator pedal* will also have new throttle / cruise control firmware surreptitiously installed without it being mentioned to the owners. No way this is all due to just extra friction in an accelerator assembly.

    * - Anyone else pick up that everytime Toyota discusses the suspect accelerators, they just happen to mention the supplier is an American company? More BS nationalistic face-saving to distract from who designed said part.

    PS: Tom Merritt from CNET has also mentioned the squirrely acceleration habits of his older Prius as well.

  206. Sour Grapes? by osmifo · · Score: 1

    Not that he doesn't have a problem with his car, but Steve Wozniak apparently has been stopped going 100+MPH more than once by the CHP. http://www.google.com/search?sourceid=chrome&ie=UTF-8&q=wozniak+speeding+ticket

  207. Re:Safely. noted this one on /. before: by Anonymous Coward · · Score: 0

    Someone mod this idiot -1 Offtopic.

    Thanks.

  208. Replacement not just easier: better for them, too by danaris · · Score: 1

    As far as hardware issues, any idiot can replace a product, which is the "solution" for 99% of technical problems. Note that it's not actually a solution; it's just more economical than diagnosing the real problem.

    That's not the whole story. If something Apple made is breaking in a way they haven't yet seen, they often want to have it so they can get really in-depth with the debugging and figure out exactly what the problem is. This isn't limited to Apple, either; I've heard of it happening at Dell and a couple of other places, too.

    I'm not saying that was the case in this particular instance, just that replacement isn't purely to avoid having to diagnose the issue: it's also be able to diagnose the issue without depriving their customer of the product he bought.

    Dan Aris

    --
    Fun. Free. Online. RPG. BattleMaster.
  209. Here we go again... by Anonymous Coward · · Score: 0

    You're questioning the driving actions of a fucking STATE TROOPER while his FAMILY's life was in danger?! So, you're the resident expert on defensive and emergency driving, right?

    I guess those Linux manuals really do teach you everything, huh?

    Typical Slashdot arrogance. And being a smartass about not knowing why he didn't turn off the engine doesn't make your snide comments any less distasteful.

    Fucking asshole.

  210. Re:But it's the Apple dude who says so! by tixxit · · Score: 1

    I was using the Ford Pinto as an example of why you should not trust the Toyota Corporation to come clean about defects, and you started talking about cost analysis and why it was ok. The Pinto incident is NOT ok. Toyota didn't murder anyone (yet), but the Ford corporation certainly did. As I said, had a person done this they would be in prison for involuntary manslaughter.

    I still think the Pinto was an extreme case, not the norm. That said, this accelerator problem was presumably the cause of an accident that killed a family.

    After the Pinto (and two later incidents, the exploding Crown Vic and the SUV rollovers) I think that's a little naive of you.

    Think what you want. While I won't implicitly trust a company, I will certainly look at its history as an example. Toyota does not have a long history of hiding killer defects. Ford quality in general is great right now and I won't hold the Pinto incident against them. I prefer to trust a little now and run the risk of disappointment later.

    IF is the biggest word in the English language. You have no way of knowing how much effort they put into safety. Trust must be earned, and I've learned from incident after incident NOT to trust my safety to ANY corporation any more than I have to; deadly greed happens over and over. The chicken plant fire with the fire doors chained shut; the Jack in the Box hamburgers that killed children, the Pinto, the cigarette manufacturers, the poison peanut products last year, the list goes on. Trusting your safety to ANY corporation is the height of foolishness. This is why we have OSHA and other regulators.

    How about the billions of burgers sold without incident? How about all those companies that put employee and customer safety as a top priority? For every bad example there are many more good examples. As I said, I'd prefer to trust a little and be disappointed, than live my life worrying about what I'm eating or driving. Yes, some precautions should be taken, but trust is an integral part of every aspect of our life, from relationships to politics to the economy.

    Ford not only didn't make the effort, they hid the bug.

    Companies and people can do bad things from time to time. However, I do not expect my neighbor to kill me, just because someone else's neighbor killed them. Similarly, I don't expect all companies to hide such fatal defects, just because Ford did.

    No, there is no such thing. But if they know about a deadly defect they owe me a fix for it, or at least to let me know that it is, in fact, buggy.

    As noted, fixing is expensive. Yes, I know, every life is priceless, but yet we still put a price on ours and our family's safety everyday and companies do the same. I think reasonable disclosure should be required. However, there comes a point where the risk is too remote to be worth the cost. In the Pinto case or this case, perhaps not, but there is always a cut-off point.

    Yet they try to give the untrue impression that thay do in fact recall defective cars. This type of deceit is immoral and should be considered unethical, and should not be tolerated.

    I've never really thought that. I think most people assume there will always be a cost-benefit analysis involved. However, clearly most companies cannot stand to take the abuse Toyota has over this incident. That is enough for many companies to actively seek out and fix problems. If all the companies really were being this deceitful, we would notice. People, in general, are not as stupid as some would think.

  211. Unwanted acceleration? by PPH · · Score: 3, Funny

    Its a Prius. Toyota still hasn't solved the "wanted acceleration" problem yet.

    --
    Have gnu, will travel.
  212. You are all stooges by Anonymous Coward · · Score: 0

    You are being played for fools by ad execs and propogandists. They win, you lose. the /. echo chamber reinforces the message. You want to know how it works? Follow the money. Dumbass.

  213. Re:But it's the Apple dude who says so! by Anonymous Coward · · Score: 0

    And that makes it OK?

  214. You haven't heard about the button by chemindefer · · Score: 1

    The car the trooper was driving has a start/stop button. When moving above a certain speed it only works to STOP if you hold it for 3 seconds. It was a rental and he hadn't read the manual or been given an orientation, obviously.

  215. Re:Replacement not just easier: better for them, t by Cro+Magnon · · Score: 1

    I'm not saying that was the case in this particular instance, just that replacement isn't purely to avoid having to diagnose the issue: it's also be able to diagnose the issue without depriving their customer of the product he bought.

    As a customer, that is very important to me. If my iPhone goes south, I don't want to be phoneless for x days/weeks/months while some tech figures out why. I'd much rather have a working phone.

    --
    Slow down, cowboy! It has been 4 hours since you last posted. You must wait another few hours.
  216. re: competent people don't call in by King_TJ · · Score: 1

    I agree that a lot of really competent folks no longer even bother to call in to "customer service" lines. But that's not so much because they inherently believe it best to skip that step. It's conditioned behavior, based on years and years of trying it and having miserable results!

    I have a feeling that if a tech. company would experiment with the idea of having 2 different phone numbers -- one advertised as the "standard" one for customers to use, and the second listed as specifically for "advanced users" -- it might work out really well for them. Let people calling the "advanced" hotline reach 2nd. (or even 3rd.) level technical staff, while the other (perhaps more prominently published/displayed) number takes them to 1st. level, first.

    Sure, this would result in some relative idiots calling the advanced line, thinking it's going to give them a quicker or better answer to their problems ... BUT, that hassle would be more than offset by 1st. level techs. not wasting half their day running people through pointless basic troubleshooting steps, only to determine their issue is more complicated than something covered on the card they read off of. Not only that, but it would help resolve the original problem of "good, knowledgeable users not bothering to call in to report issues they discover". They'd start doing it, if they knew they were quickly able to convey the info to people who would really DO something with it.

    Also, in this scenario - there's no reason a higher-level tech shouldn't/couldn't be allowed to "de-escalate" a call to 1st. level if it becomes clear it's a user who just needs simple help - and he/she is abusing the ability to call into the "advanced hotline"! With 1st. level freed up from doing pointless basic troubleshooting for all the people with more advanced questions, the hold times to speak with them should drop too - making this less of a problem to transfer folks back to them.

  217. Re:Safely. noted this one on /. before: by rthille · · Score: 1

    Wow, 99501 counts as a low ID now? WTF?

    --
    Awesome furniture, accessories and cabinetry in Santa Rosa, CA: http://humanity-home.com/
  218. Re:Safely. noted this one on /. before: by adolf · · Score: 1

    Reading Woz's post makes something obvious to me: This problem would be amplified in the event of a bad brake light switch. One must wonder, then, if that is part of the severity of the issue out in the wild.

    (And, yes, they do fail sometimes. I had to replace the switch on my old BMW a few years ago. That car is clever enough to tell you that the switch has failed, but most cars aren't. So, folks will generally drive around with intermittent or no brake lights until someone else tells them about it.)

  219. Re: Not always possible by colinnwn · · Score: 1

    Some new cars with electronically controlled transmissions may either try to lock you out of shifting from drive when it thinks you shouldn't. This can generally be overridden by really slamming the gear shift to neutral, breaking the locking mechanism. Or some cars now have no mechanical linkage between the shifter and transmission. In this case you flat can't do anything.

    If your preferred method doesn't work, you need to be ready and willing to turn the car off rather than die in a flaming wreck. Most cars with this level of computer control probably won't lock the wheel unless the car is at a stop. Of course they shouldn't have failed in such a dangerous way either, so YMMV.

  220. Re:How's that Hope & Change working out? by Anonymous Coward · · Score: 0

    "I'd rather he go on a spending spree that saves the economy (yes, it is working. look at the numbers.) than have him go the Bush route. Your deceptive number game not withstanding, it's clear that we finally have a President who cares more about the American people than the corporations that line his pockets."

    Please, show me the numbers. Do you mean these numbers (from your own liberal champion, the NY Times, no less)? http://www.nytimes.com/2010/01/09/business/economy/09jobs.html

    "Bush was so busy cutting taxes for every billionaire and outsource happy corporation that he couldn't be bothered to pay for his wars, even in normal economic times."

    If you'd bothered to read the article, you would have noticed that many of Bush's tax cuts were also aimed at the middle class. Owning dividend-paying stocks and selling houses isn't just a hobby for the uber-wealthy, you mindless jackass.

    "Barack Obama is cleaning up the mess that Republicans like yourself left us."

    Barney Frank. Chris Dodd. Community Reinvestment Act. Home ownership turned into a middle class entitlement program. 'Nuff said. Also, I don't recall claiming Republican affiliation. Your comprehension skills are just pitiful.

    "Show some gratitude, or at least have a bit of respect for your superiors."

    Typical arrogant liberal response. Your arguments are vacuous and based on shifting sands, so you instead fling ad hominem attacks.

  221. re: Apple by King_TJ · · Score: 1

    Yep, and I'd further point out that Apple *also* maintains a very good "last resort" system of escalating major issues.

    It's not officially published in your owners' manuals or anything (for obvious reasons, if you think about it!), but it's well known on Apple related support forums and blog sites that the "sjobs@apple.com" email address will reach some upper-level corporate people, in charge of "damage control" for serious issues that weren't resolved by the normal channels.

    There's even some fairly good evidence out there that in the right situations, a few of these emails even get forwarded on to Steve Jobs himself to read (and even quickly reply to) personally.

    Time after time, I've read about people with real "lemons" of Apple products getting free replacements or repairs by explaining their issue to someone at that address - even when the original warranty was expired or the local store denied them service for some reason.

    If too many people start using/abusing it, I wouldn't be surprised if it goes away, or stops being useful -- but Apple has been monitoring that address for many years now. It's good to keep "under your hat" in case you really get a negative and otherwise unresolvable situation with your Apple product, someday.

  222. Not exactly a voluntary recall by Animats · · Score: 5, Insightful

    The New York Times reported that Toyota stopped selling their defective cars only after the NTSB "asked" them to do it.

    That's not exactly "voluntary". The way DOT and CPSC recalls work is that first they ask the manufacturer to do a "voluntary" recall. If the manufacturer says no, they issue a mandatory recall notice.

    About once a decade, some manufacturer is dumb enough to let things go that far. It means national TV coverage ("The National Transportation Safety Board today ordered the recall of all NNN model XXX cars.") It means that, instead of a obliquely worded letter from the manufacturer, every owner gets an official letter from the Government with words like "dangerous and defective product" in big black type. The manufacturer involved usually experiences a large, permanent drop in sales.

    1. Re:Not exactly a voluntary recall by winwar · · Score: 1

      "That's not exactly "voluntary"."

      Sure it is. By voluntary they mean not required by law.

      "About once a decade, some manufacturer is dumb enough to let things go that far."

      It happens more often than that. It's actually pretty common how often cars are recalled. Most of the time it's for items most people would consider minor or not very glamorous. And those letters are often ignored.

      It's only really a problem when the media takes the story and runs with it. And they have. The Toyota demographic includes a large number of easily scared people (good for media, bad for Toyota).

    2. Re:Not exactly a voluntary recall by UnknowingFool · · Score: 1

      Technically it's voluntary, but I'm sure when you're asked by the NTSB to do something, you could fight it. But there will be consequences. Sorta like when the Godfather asks you for a favor, it would be "impolite" to refuse. Some Toyota exec *might* wake up in pool of motor oil with a disassembled oil pump in his bed tomorrow morning. :P

      --
      Well, there's spam egg sausage and spam, that's not got much spam in it.
  223. Re:A Public Service Announcement to AllToyota Driv by Facegarden · · Score: 1

    First, of course get your car serviced if it's part of the official recall. That's a gimme.

    More importantly, if your car starts accelerating uncontrollably as if the throttle is stuck all the way open, for the love of god grab the key and TURN OFF THE ENGINE. Yes, you will lose power steering and brakes -- this is still preferable to attempting to drive the car at 100MPH until it runs out of gas. This didn't seem too difficult to me, but apparently a State Trooper in CA decided to call 911 before taking this rather obvious step.

    The 911 call came at 6:35 p.m. on Aug. 28 from a car that was speeding out of control on Highway 125 near San Diego. The caller, a male voice, was panic-stricken: "We're in a Lexus ... we're going north on 125 and our accelerator is stuck ... we're in trouble ... there's no brakes ... we're approaching the intersection ... hold on ... hold on and pray ... pray ..." The call ended with the sound of a crash.

    http://www.nytimes.com/2010/02/01/business/01toyota.html?hp=&pagewanted=all

    I know it's not kind to speak ill of the dead, and I understand that it wasn't their fault that their car was fatally defective (and Toyota is completely at fault) but it's hard for me to comprehend how someone could fail to deduce the rather straightforward solution to their problem -- car is going too fast => stop the engine. This has really been boggling my mind for the past week as these incidents pile up -- if someone can explain this to me, I'll be eternally grateful.

    I really wondered about this. I also don't want to speak ill or sound like I think I know better, but how did he not at least shift out of gear or turn off the engine? Yes, as someone said turning off the engine can lock the steering, but if you know that ahead of time you can tick the key back to "run" and the steering will be unlocked again. Maybe hard to think that much in a crazy situation, but really, if this guy could operate a cell phone I really feel like he should have been able to operate the key. But i don't know a lot about the situation so I'll admit i probably don't know what I am talking about, it just really seemed weird to me that of all people, a state trooper wouldn't have been able to figure out *some way* to disable the car.
    -Taylor

    --
    Worldwide Military budgets: $2100 billion. Worldwide Space Exploration budgets: $38 billion. Really, world? Really?
  224. Re:_Your_ TERRIBLE ADVICE by dtolman · · Score: 1

    My "terrible" advice is taken from both Toyota, and Car & Driver, who note that turning the car off should be the last case taken. Brake completely once, then shift to neutral/park, then turn off - in that order.

  225. Re:But it's the Apple dude who says so! by Cro+Magnon · · Score: 1

    Sweeping problems under the rug doesn't work well when the rug accelerates to dangerous speeds and wacks the Toyota bosses at 100 MPH.

    --
    Slow down, cowboy! It has been 4 hours since you last posted. You must wait another few hours.
  226. To whoever modded me redundant . . . by Wrath0fb0b · · Score: 1

    You might want to look at the timestamps or browse from oldest to newest.

  227. YouTube Video by qued · · Score: 1

    So Woz just needs to get some good video of him showing how the defect happens along with a nice script ala the racist HP camera and post it to YouTube then let it go viral. Seems simple doesn't it.

  228. Re:But it's the Apple dude who says so! by Anonymous Coward · · Score: 0

    This is still an unacceptable software problem. Sensors go bad. It should be an anticipated and tested for problem, if you are getting impossible input from a sensor then you need to have a sane failure mode instead of something dangerous.

  229. First you have to admit you have a problem. by Grand+Facade · · Score: 1

    A car company cannot admit they have a problem because 10,000 lawyers immediately spring up on their doorstep with their hands out.

    If a car company tries to subtly fix a problem they are accused of a cover up.

    No win.

    The solution is to ignore the "problem" in hopes that it goes away, and maybe only have to pay x number of lawyers an undisclosed confidential amount

    --
    Rick B.
  230. Re:Typical corporate PR, doesn't know when to shut by acohen1 · · Score: 1

    From above, this is comment directly to /. http://tech.slashdot.org/comments.pl?sid=1430048&cid=29973870

  231. Re:A Public Service Announcement to AllToyota Driv by Grishnakh · · Score: 1

    In my Honda, I would simply push in the clutch and shift to neutral, then turn the engine off by turning the key.

    Not a problem.

    Of course, my Honda is 16 years old... and after reading all this crap, I'm going to be keeping it for the rest of my life. No way I'd ever buy a new push-button software-controlled car.

  232. Re:Safely. noted this one on /. before: by BitZtream · · Score: 1

    I have a really hard time believing this story. 97 in a Prius? Was he being pushed by another car? Falling off a cliff? Have a 200mph tail wind in a hurricane?

    He'd run out of gas before he got to 97 in a Prius under normal means.

    --
    Persistent Volume manager for Kubernetes - https://github.com/dwimsey/openshift-pvmanager
  233. Re:A Public Service Announcement to AllToyota Driv by Grishnakh · · Score: 1

    Some of these cars have a push-button ignition switch. My dad has one. But I do not know what happens if you try to push the sbutton to switch off the engine while it's howling away at 5500 rpm. Will it shut off, or just ignore your suggestion to kill the ignition? Who knows.

    On some of them you just have to push and calmly hold the button for only 3 seconds while your car is accelerating uncontrollably around other moving vehicles.

    I think they should make it 10 seconds, so the car is really sure that you want to turn it off.

  234. Sorry, got bored so hacked his system by WillAffleckUW · · Score: 1

    Information just wants to be free, and from my viewpoint, his electronic ignition system is a functioning computer with a lot more power than my old Timex-Sinclair or the S-100 bus computers I used to code on.

    He should have locked down the protocols.

    --
    -- Tigger warning: This post may contain tiggers! --
  235. Re:OP, you're an idiot by Anonymous Coward · · Score: 0

    You only drive standards, right? Ever standard I've owned cuts the cruise control when the clutch is depressed to change gears -- every slushbox I've owned will run itself up and down through gears as required without messing with the cruise control.

  236. Re:Ignorant. Ever heard of push button start / sto by BitZtream · · Score: 1

    Yet another shining example of why changing the UI for no actual reason is a retarded idea. Theres no reason to not use a key and keeping the same traditional operations as the key has always had.

    --
    Persistent Volume manager for Kubernetes - https://github.com/dwimsey/openshift-pvmanager
  237. Re:Woz, you're an idiot by Rich0 · · Score: 1

    Yes and no - if the brakes aren't properly used I imagine you could wear them down - especially if they were already worn.

    I imagine for the brakes to reliably stop the car you'd need to apply full force to the brakes so that the car rapidly stops, and then the wheels lock (obviously you'd want to avoid locking the wheels before you stop).

    Instead imagine that you tentatively hit the brakes - you apply moderate braking but you're afraid to jam on the brakes. Now the engine doesn't get enough opposition to decelerate the car much, and the pads begin to wear down. If you hold this braking force long enough the pads will fully wear.

    That isn't to say that there isn't a braking problem - I don't know one way or another. However, a car with perfectly good brakes won't be able to stop against the engine if the driver doesn't use them properly.

  238. Re:Woz, you're an idiot by Rich0 · · Score: 1

    Yup - just like that. :)

    What can I say - the Woz has my vote now...

  239. a devil's advocate question by hellfire · · Score: 1

    What if he hit the brake outside of the work zone, as he was supposed to, and then when he released the brake, the car suddenly sped up to the original speed limit, or higher, and hit the car in front of him before the driver had a chance to react?

    I'm not saying this is probable, I'm simply offering a counter argument. A case could be made now. Accident lawyers are salivating...

    --

    "All great wisdom is contained in .signature files"

  240. Re:But it's the Apple dude who says so! by mcgrew · · Score: 1

    However, clearly most companies cannot stand to take the abuse Toyota has over this incident.

    The abuse was called for, as they kept denying there was a problem over and over. Had they come out and said "we'll check it out", checked it out and acknowledged a problem and then did a recall, their image would not have been tarnished. But they denied problems all along, just as Ford and Firestone did.

    That is enough for many companies to actively seek out and fix problems.

    Which they clearly did not.

    If all the companies really were being this deceitful, we would notice.

    We did notice, which is why they got all the flak.

  241. Re:Safely. noted this one on /. before: by Hatta · · Score: 1

    It's a goddamned index in a database record, people treat it as if it's some shorthand for your IQ or something around here. For all you know, I signed up for an account once in 1999 then never visited the site again until yesterday.

    And if you had enough foresight to register the name "LinusT" or some such, you'd be in for some epic lulz. Few people plan their trolling that far in advance, which is why it seems likely that SteveWoz (152247) is who he says he is.

    --
    Give me Classic Slashdot or give me death!
  242. Re:Safely. noted this one on /. before: by mrchaotica · · Score: 1

    A kill switch, such as that found on every(?) motorcycle made in the past N decades. Separate from the ignition switch (which used to be a kick-start lever) and the key switch, it's got a consistent and obvious location, color, and purpose. And you think it's an idiot-knob, until you need it.

    That already exists (yes, even on Priuses). It's called the BRAKE PEDAL!

    --

    "[Regarding the 'cloud,'] ownership was what made America different than Russia." -- Woz

  243. Re:Safely. noted this one on /. before: by 427_ci_505 · · Score: 1

    A brake pedal slows down the car. A kill switch cuts off ignition.

    Different kettle of fish.

  244. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 0

    Apparently the car in that case had no "key" to turn off the engine, you had to either hold the start button in for 3 seconds or press it three times, depending on which version of the software it was running.

    I shit you not.

  245. Re:How's that Hope & Change working out? by Anonymous Coward · · Score: 0

    1. Show me the numbers?

    The economy has gone from losing 700,000 jobs per month to losing 10,000 jobs per month. That means we've gone from a recession per month, to just a tough labor environment. It's not good yet, but even a Republican like yourself should be able to see the positive trend in those numbers. If that's not enough, check out GDP (gross domestic product) which has gone form - 6% to positive 5.7% under Obama's watch.

    2. If you bothered to read Obama's policies and budget, you would see that the Bush tax cuts for the middle class are staying. You might find a tax break here or there that's gone, but not on the middle class tax hike you claim. One link from one biased reporter doesn't change the facts.

    Also , Bush and Republicans didn't pay for their wars. This shouldn't be a surprise because Republicans never pay for anything. They just wait until Democrats take power and blame them for the deficits they created. Only fools believe Republicans' sudden concern for the deficit.

    3. We didn't end up where we were because the middle class was encouraged to own homes. We ended up where we are because of poor regulation. Barney Frank fought to make these sleazy loans illegal, because they actually harm the poor. Too Bad Republicans can't stand government working in people's interest and still fight any kind of meaningful regulation.

    Republicans still want to leave this insane regulation-free system in place.

    4. For someone so adept at flinging ad-hominam attacks, you sure are sensative to them.

  246. Re:Safely. noted this one on /. before: by StikyPad · · Score: 1

    In which case, that's just how cruise control works. The problem here is the user's expectations not meshing with reality, otherwise known as operator error.

    CC is a simple feedback system, where the correction is proportional to the difference between the target and feedback values. The correction is NOT a rate of acceleration, but simply a value of throttle. A large negative differential will result in a large value of throttle whether that differential was created by a steep hill (with perhaps only a minor to the rate of acceleration) or by changing the target velocity by hitting the Accel control 10 times in a row on level ground (where the car may leap forward). The system works very well at maintaining velocity, probably better than most drivers on their own, but so well at *changing* velocity, and certainly not as well as an actual driver, because it has no control over (or awareness of) the rate of acceleration.

    Short of designing a new system to replace the ~60 year old version we're still using, the solution is to use manual controls for desired changes in velocity >5MPH.

  247. Re:Safely. noted this one on /. before: by StikyPad · · Score: 1

    That should have read: "...but not so well at changing velocity..."

  248. Re:Woz, you're an idiot by mrchaotica · · Score: 1

    A Prius does have gears, actually. Its CVT uses a planetary gearset (as opposed to cones or belts, like other CVTs). The difference is that the Prius's gears are arranged differently than in a normal transmission.

    --

    "[Regarding the 'cloud,'] ownership was what made America different than Russia." -- Woz

  249. Re:Woz, you're an idiot by mrchaotica · · Score: 1
    --

    "[Regarding the 'cloud,'] ownership was what made America different than Russia." -- Woz

  250. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0

    Its not nice to nitpick peoples' grammer.

  251. Re:Safely. noted this one on /. before: by stewbacca · · Score: 1

    Um, the brake pedal is on the left. It usually shuts the cruise control off. If that fails, brakes generally tend to slow a car down.

  252. Re:Woz, you're an idiot by pipedwho · · Score: 1

    Woz has stated that the problem is reproducible, so Toyota will quickly know if this is the problem. If so, they can fix it.

    As another poster stated above, this is like restating a bug as a feature. It's still a bug, and needs to be fixed. Whether or not it was exacerbated by unexpected (but, not unusual) user interaction.

  253. Re:Woz, you're an idiot by Anonymous Coward · · Score: 0

    Admittedly, my response is a bit off topic, but so is the comment I am responding to. WRT to the weird, if not unsafe, behavior of your VW, that's why you should drive a manual transmission...

    - they're lighter (less weight helps fuel economy)
    - more efficient in terms of drivetrain loss/energy transfer (ever felt all that heat coming from under your A/T car after a long drive?)
    - more responsive (shift when you want to, and ONLY when you want to, not in the middle of a turn when on ICE for example)
    - until very recently, they came with more gears than their automatic counterparts (again this saves fuel, and provides improved acceleration when desired)
    - you can cruise with the engine completely disconnected from the wheels and thus idling (or even turned off... again, this can save fuel)
    - much cheaper to service. An OEM style clutch costs typically less than $200 while a remanufactured (not new in box!) A/T costs usually in excess of $2000 and often much more. Sure, if your automatic transmission has only failed because of it's clutch packs, then the parts are typically only about $75 to $200... which is on average maybe just slightly less expensive than a M/T clutch. But that's only in the case of one class of failure: worn out A/T clutches. If it's a planetary or something else forget about it. It also takes a great deal more labor to rebuild an A/T than replace a clutch on an M/T. You have to do essentially the same things on the A/T -- disconnect drive axles or driveshaft, drop it down, remove flywheel/torque converter (would be flywheel and clutch on an M/T), and then disassemble and rebuild the A/T. You seldom ever have to open an M/T unless you grenade it from racing with it or abusing it greatly (most M/Ts seem to take a lot more abuse or increased power levels than their A/T counterparts in the same car).

  254. Re:Woz, you're an idiot by mrchaotica · · Score: 2, Interesting

    No, I'm convinced this is the decades old bog-standard problem with cruise control, automatic transmissions, and hills. Fixing it would require computerizing the automatic transmission which is more expensive than running it off of hydraulics powered by engine vacuum.

    You have absolutely no idea how a Prius drivetrain works, do you?

    Here are a few hints: First, the Prius doesn't have anything resembling a normal automatic transmission. Second, it has to be computerized because there's no easy mechanical way to implement the algorithm that decides how much power needs to come from the gasoline engine and how much of it needs to come from the electric motor. Third, even normal transmissions are computerized these days (e.g. anything with "Tiptronic" or paddle shifters).

    --

    "[Regarding the 'cloud,'] ownership was what made America different than Russia." -- Woz

  255. A whole new meaning... by Anonymous Coward · · Score: 0

    to the term "blue screen of death"?

  256. Why no safeguards? by drussell · · Score: 2, Insightful

    No matter how well tested and bug-free these types of systems are SUPPOSED to be, a basic design principle of any system should always be to have built in safety checks for things like conflicting input values that make no sense. Even though it SHOULD never happen, the computer should watch for invalid information (like not opening the throttle past a certain point if the brakes are applied) just in case something fails. If the input values make no sense, always default to the safest case. While a throttle cable breaking could potentially cause an accident if the car returns to idle or doesn't move from a stop, drivers shouldn't be ending up in a situation where that is a problem. If is designed so that if the cable breaks the throttle spring defaults to wide open throttle, this would be an obvious design error. Why they have not managed to build this system correctly eludes me. It can't possibly be designed correctly for this application if these types of faults can even be possible.

  257. Re:Woz, you're an idiot by mrchaotica · · Score: 1

    What's with the obsession with parsing words around here?

    The Slashdot readership is composed mostly of computer programmers, and parsing computer languages that have very precisely-defined meanings is the bulk of the job. Can you blame them if some of that mindset spills over when processing natural language?

    --

    "[Regarding the 'cloud,'] ownership was what made America different than Russia." -- Woz

  258. Re: competent people don't call in by Nefarious+Wheel · · Score: 1

    I agree that a lot of really competent folks no longer even bother to call in to "customer service" lines. But that's not so much because they inherently believe it best to skip that step. It's conditioned behavior, based on years and years of trying it and having miserable results!

    There was a lovely Dilbert cartoon long ago that covered that - something about replacing the on-hold music with the sound of someone rubbing a balloon to get the call rate down.

    Come to think of it, that's not much worse than elevator music punctuated with occasional "Your call is important to us" messages.

    --
    Do not mock my vision of impractical footwear
  259. Sounds like a busted switch by RzUpAnmsCwrds · · Score: 1

    Let's say that I'm in some place where the speed 85 mph is legal. I can nudge my cruise control speed lever and my speed barely goes up, say from 80 to 81.I nudge at again and again, up to 83. Then I nudge it again and the car takes off, no speed limit. Nudging the cruise speed control lever down has no effect until I've done it about 10 times or more. By then my Prius is doing 97. It's scary because it's so wrong and so out of your normal control. I tested this over and over the night I observed it.

    This is EXACTLY the kind of behavior that would occur if the switch were to fail in the "speed up - closed" position. You can replicate this by holding up on the speed control switch.

  260. Re:Woz, you're an idiot by mrchaotica · · Score: 1

    You're not explaining it precisely enough.

    First of all, there are two separate cases: curves and slopes. Curves, whether horizontal or vertical, do indeed require you to accelerate by definition because you are changing direction. Slopes, on the other hand, are straight both horizontally and vertically (their rate of elevation change is constant), so no acceleration is required to maintain speed.

    Secondly, you're confusing acceleration with power. In order to maintain speed around the curve, you must increase power because some of the energy that had been used maintaining your speed when you were going straight is now expended as cornering friction. In order to maintain speed on a (positive) slope, you must increase power to compensate for the gain in potential energy.

    In other words, despite it being often called the "accelerator pedal," mashing on the throttle to maintain speed up a hill isn't really "acceleration," except at the vertical curves at the bottom and top.

    --

    "[Regarding the 'cloud,'] ownership was what made America different than Russia." -- Woz

  261. Re:A Public Service Announcement to AllToyota Driv by Anonymous Coward · · Score: 0

    Would this work on a Prius? It has an on/off button

  262. Re:OP, you're an idiot by mrchaotica · · Score: 1

    The grandparent poster has a manual-transmission car. Cruise control can't downshift by itself in that case, so it just has a switch that cancels the cruise when the clutch is depressed (just like with the brake) in order to keep the engine from revving up in neutral.

    --

    "[Regarding the 'cloud,'] ownership was what made America different than Russia." -- Woz

  263. A million to one, you say? by Anonymous Coward · · Score: 0

    A million to one, you say?

    Hmm

    The chances of anything coming from Woz

    Are a million to one, he says.

    The chances of anything coming from Woz.

    Are a million to ooooone

    But still they coooome!

  264. Re:Typical corporate PR, doesn't know when to shut by holmstar · · Score: 1

    He did provide the steps. Right here

  265. Re:OP, you're an idiot by mrchaotica · · Score: 1

    You've never owned a car with a manual transmission, then. (Or at least not one with a manual and cruise control.) They have to cancel the cruise whenever you depress the clutch, or else the engine revs up.

    --

    "[Regarding the 'cloud,'] ownership was what made America different than Russia." -- Woz

  266. Re:How's that Hope & Change working out? by AndersOSU · · Score: 1

    Capital gains should be taxed as income (which is what it is.) So what if some (upper) middle class people then have more taxable income? I could get behind a scheme where capital gains were only calculated when you sold stock in order to get cash, rather than when you traded one type of stock for another. I could even get behind a system where the differnce between short and long term capital gains was graduated so that gains on assets held less than a year are taxed the same as regular income and the long term rate remains at 15%, but long term is redefined as 10 or 15 years. But the fact remains that the vast majority of people who derive any significant income from capital gains are extraordinarily wealthy (as are the people affected by the estate tax by the way). I can't find any info on the Bush tax cuts impacting home sellers, so I'll be happy to read any info you have on that. Generally speaking I think that lowering transactional taxes on home sales would be a good thing provided that it isn't across the board - say you can only benefit on tax incentives on one sale every three years. Otherwise it incentivizes speculative "flipping" which isn't good for the economy.

    I won't defend Chris Dodd, but I will defend the community reinvestment act. Fannie and Freddie didn't start the housing bubble or bust, Bear Stearns, Lehman, Countrywide did, and they were enabled by AIG and the rating agencies - none of these organizations were regulated by the CRA, they were making risky loans or investing in risky loans not because they had too, but because they thought it was a good idea (incidentally they were right if by good idea you mean an action likely to earn you a fat bonus.) The sub-prime bubble was a consequence of under-regulation and "innovation" in the financial markets. It was caused by the proliferation of ARMS, the collateralization of debts, the insurance against default, and most of all by the gigantic shadow market (max notional value ~$45 trillion) that traded all these things where nobody understood what they were buying or selling. It was not caused by the CRA or any other onerous regulation.

    I'll also defend both the (Bush) bank bail out and the (Obama) stimulus bill. Even though I don't particularly like either of them, I feel that they were both necessary. (aside: FWIW McCain's ineptitude during the period where everything was collapsing did more to cost him the presidency then everything except maybe picking Palin). Massive immediate government outlays were necessary to prevent a banking collapse and a new great depression. They were only necessary because wall street is, frankly, incompetent. The culture of dealing with other people's money is just perverse, yet I can still only select from a handful of "approved" 401(k) funds. Remember how Bush wanted to privatize Social Security? Imagine what a cluster fuck we'd be in had that happened.

    It's also important to remember that the stimulus bill and the bail out bill are separate entities. The bail out bill has been mostly repaid, and the rest should be recouped by a fee on the largest banks. The stimulus bill consists of mostly popular measures, reform of the AMT (which everyone thinks was necessary), the first time home-buyers credit, money to state and local governments to hire or retain police and fire fighters, money for basic science, etc. Look through the list of provisions and tell me what you're not happy about. I'm not happy that unemployment is above 10% either, but the reason that we lost 85,000 jobs in December is that the economy was much worse than we though - it takes a while to stem that kind of tide. If anything, I'd argue that the continued job losses illustrate that the stimulus was calibrated for a smaller recession than we're actually in and that based on these new facts the government should increase its position as the spender-of-last-resort, but I understand the argument that spending is getting out of

  267. Re:OP, you're an idiot by spun · · Score: 1

    Well that makes sense.

    Not to make excuses, but I'd (hopefully) look less the idiot if the story had anything specific about the nature of Woz's complaints. Or if I knew anything about the Prius drivetrain.

    Oh well, being called an idiot is a small price to pay for some education.

    --
    - None can love freedom heartily, but good men; the rest love not freedom, but license. -- John Milton
  268. Re:Safely. noted this one on /. before: by Jakkor · · Score: 1

    I drove an early 90's BMW 3 series back in the day which had a speed control system that used a lever on the bottom right side of steering wheel. Once cruise was activated a click forward on the lever accelerated 1mph and a click down the opposite. One day when messing with this feature I noticed that if I held the lever forward my car would just accelerate (at a pretty high rate I might add), as well as making the petal hit the floor without touching it, just like when using regular cruise control and your car is going up a hill etc you can feel the petal move. Yet I was easily able to disengage this sudden acceleration by either letting go of the lever or hitting the break. I eventually starting using this as a lazy driving technique. My thought is maybe the WOZ is mistaking this "Scary" acceleration as just a feature ( I have not researched this), like the coast function which slows you down. Also the system could be queuing his successive "Nudges" as 10 or so MPH and applying them at once. It does take some time for a car to go from 80 to 81 depending on the car, but having a Prius I do not see it getting from 80 to 81 in an instant... I understand this could be a scary situation if you have never experienced it but if he is easily able to hit the brake, which would stop acceleration effectively cutting off cruise, maybe he is mistaking this "bug" for a "feature".

  269. Re:Woz, you're an idiot by holmstar · · Score: 1

    he describes here that he was driving 80mph, would bump the cruise to 81, allow the car to accelerate, and then bump it up again, to 82, etc, until about 84 when the car just starts accelerating beyond the setting of the cruise control. He isn't talking about getting so far ahead of the car that it has to accelerate like crazy to catch up.

  270. Re:OP, you're an idiot by mrchaotica · · Score: 1

    Everybody else is talking about cars with automatic transmissions. Yours were all apparently manuals. (Good choice, by the way!)

    --

    "[Regarding the 'cloud,'] ownership was what made America different than Russia." -- Woz

  271. Go Woz Go! by Anonymous Coward · · Score: 0

    Seriously, if anyone can get Toyota to look at some broken computers, it's you, man. Note: you cannot throw a car's acceleration computer out a window.

  272. Re:Woz, you're an idiot by micromoog · · Score: 1

    If that's the case, it's a shit design -- it should never allow such a differential between "current actual" and "current goal" speeds. If you keep mashing the button after the differential hits, say, 5mph, it should ignore further presses until it's back in range.

  273. PID controller problem? by bjs555 · · Score: 0

    Just a guess -
    A PID algorithm is used for cruise control and reset windup isn't handled properly. That is, the integral term (which zeros out the small error that must exist using proportional control alone) can grow large when the system hasn't reached the setpoint after a long time. That condition can occur when driving up a hill or when the car isn't in a suitable gear. A large uncorrected integral term can cause the control system output to saturate (equivalent to flooring the gas pedal) resulting in loss of control. Reset windup is generally handled by logic to halt integration when the controller output reaches a predetermined output.

  274. Car and Driver magazine test of Audi flawed by MasterOfGoingFaster · · Score: 2, Informative

    Some years ago, when the Audi 5000 (IIRC) was under fire for a similar problem, one of the car magazines (Car & Driver, IIRC) did a test where they compared the stopping distance from 60 mph at closed throttle (the normal case) to that at full throttle. They reported the stopping distances were identical -- the brakes were so much stronger than the engine that the engine's torque had no effect at all.

    I used to own an Audi 5000 Turbo. Indeed, the brakes were much stronger than the engine. But if the check valve between the intake manifold and the brake booster failed, then you would have high pressure air where you needed sub-atmospheric air, resulting in an inability to operate the brakes.

    This happened to me. If the engine had positive boost, you couldn't budge the brake petal.

    So while the Car & Driver magazine was correct for a car in perfect shape, their test did not show what would happen with the combination of a worn check valve and a turbo engine.

    Oh yeah - one day the cruse control made the car suddenly accelerate, and with a worn check valve I found myself in a runaway Audi with not brakes. Glad it had a on/off switch on the dashboard.

    --
    Place nail here >+
    1. Re:Car and Driver magazine test of Audi flawed by 5pp000 · · Score: 1

      Wow, quite a story. Glad you came out okay. And it's certainly interesting to know there really was a problem with the 5000 Turbo.

      But that doesn't explain what happened in this case, in a completely different car (and non-turbo as far as I know). Brake failures are so rare, and so noteworthy in their own right, it seems astronomically unlikely that one would occur at the same moment as the accelerator failing (unless, as in your case, one failure caused the other).

      I'm not saying it's impossible, but I'm sure curious how it could have happened.

      --
      Your god may be dead, but mine aren't!
  275. Re:Woz, you're an idiot by lgw · · Score: 1

    Of course you should be able to use cruise control on hills - and this works fine on many cars. Your cruise control is just broken by design. No sober, rational person would consider that as a working cruise control. If the engine lacks the torque to maintain speed at low RPM, it should simply hold the lower gear and higher RPM. Clearly there's some engineering manager involved here who just didn't care enough to see it done right.

    --
    Socialism: a lie told by totalitarians and believed by fools.
  276. Re:Woz, you're an idiot by complete+loony · · Score: 1

    Woz's example that he posted here a while ago suggested that tapping the cruise control level a few times to increase speed by 1mph each can cause this issue. Perhaps a software bug is causing the cruising speed to jump up 10,20 or more mph causing the exact behaviour you describe. But I certainly wouldn't be game to see what speed the car levels off at...

    --
    09F91102 no, 455FE104 nope, F190A1E8 uh-uh, 7A5F8A09 that's not it, C87294CE no. Ah! 452F6E403CDF10714E41DFAA257D313F.
  277. Re:But it's the Apple dude who says so! by labnet · · Score: 1

    Corporations do NOT care about your safety unless it is monetarily profitable to them or a government forces them to.

    OK, I'll bite because you are talking bullshit.
    Every corporate executive I have met cares about risk. They have families, friends, and are part of community; in otherwords they are people like you and I.
    They are also much more paranoid than you may think about risk & safety.

    Risk = Likelyhood of occuring x Severity of Incident.
    Risk is impossible to eliminate and becomes exponentially expensive to reduce past what I call the practical point.

    Society demands an 'acceptable' level of risk for an 'acceptable' monetary cost.
    This is what engineers design for and ultimatley what courts reinforce.

    That bar rises higher every year as technology improves and legislation/standards are created to enforce/reinforce our understanding of risk.

    --
    46137
  278. Re:Woz, you're an idiot by NixieBunny · · Score: 1

    Your cruise control is not very good, then. The gain is set too high, so it's underdamped. Go read up on PID controllers. Good cruise controls tend to be overdamped to prevent speeding tickets.

    --
    The determined Real Programmer can write Fortran programs in any language.
  279. Re:But it's the Apple dude who says so! by putaro · · Score: 1

    The strange thing in this, actually, is that 1st level customer support for cars isn't the NHTSA hotline or the Toyota 1-800 number - it's your mechanic! Woz doesn't say anything about taking the car to the dealer's and having them look at it.

  280. Re:A Public Service Announcement to AllToyota Driv by Seraphim1982 · · Score: 1

    Some of these cars have a push-button ignition switch. My dad has one. But I do not know what happens if you try to push the sbutton to switch off the engine while it's howling away at 5500 rpm. Will it shut off, or just ignore your suggestion to kill the ignition? Who knows.

    I bet the owners manual knows.

    Anyone who puts themselves and their family into 2000+lb missile capable of going 100+ MPH, and when confronted with a control system they've never seen before doesn't take the time to refer to the owners manual is a real moron.

    I really hope you've never driven your dads car. Knowing how your vehicle works before you turn it on is a very important part of being a safe driver. If you can't take the time to drive safely then don't drive at all.

  281. Re:But it's the Apple dude who says so! by Anonymous Coward · · Score: 0

    What was the part?

  282. Re:Woz, you're an idiot by Tobor+the+Eighth+Man · · Score: 1

    That's what led me to think this, but if I understand the system correctly and this is what Woz is actually talking about then it's not a "bug," just poor design (which could still be considered a bug, in some sense). Now, I'm not 100% certain about this being the case, but this is based on my experience with my fiancee's Prius and how its cruise control SEEMS to work.

    The Prius only usually takes one tap for one mph, as far as I know, it just takes a moment and this is not readily apparent. You're going 50. You hit the button and don't notice a difference, so you hit it again, and hit it again, and by now it's accelerated 1mph. So you go "Ah, I see, 3 bumps = 1mph," when in reality you've just told the car to accelerate to 53, which it is still, gradually, doing.

    So you hit it a bunch more times, and by the time it's actually at 53 you've told the car to accelerate to, say, 60. The car is still accelerating, but the Prius's cruise control is very slow, as I've noted before, so you may not even realize you're still accelerating. Now you want to get to 55 so you hit it 6 more times, but now you're at 54 and the car thinks you want it to go 66, so it, noting the disparity in requested speed and actual speed, changes the gear ratio and accelerates more rapidly, jumping up 11mph very quickly.

    The fact that he says he has to tap the control again and again is what makes me think this is the case. If so, it's poor design on the part of the cruise control, but it WOULD still be working "as intended."

    Also, to the guy above complaining about criticizing other people's grammar... that was me, correcting myself. Rancho relaxo!

  283. Judas Prius ? by Anonymous Coward · · Score: 0

    No wonder it sings:

    Faster than a bullet ...
    terrifying scream ... :D

  284. Re:Woz, you're an idiot by complete+loony · · Score: 1

    I doubt he would be complaining if 15 taps = 15 mph, to me it reads like a firmware bug.

    Perhaps something like; If you hold the lever down for a couple seconds it adds 10mpg instead of just 1. Now if that was implemented by starting a timer when the lever is pressed, and if the lever is being pressed when the timer elapses it adds 10mph. But maybe there's a bug that doesn't always clear the timer when the lever is released...

    But who knows, any number of race conditions could potentially cause this. It all depends on how the system is implemented.

    --
    09F91102 no, 455FE104 nope, F190A1E8 uh-uh, 7A5F8A09 that's not it, C87294CE no. Ah! 452F6E403CDF10714E41DFAA257D313F.
  285. Re:Safely. noted this one on /. before: by Anonymous Coward · · Score: 0

    woz said he could reproduce safely

    Good to know he's getting laid.

  286. Re:Woz, you're an idiot by Buelldozer · · Score: 1

    Thank you for taking my mildly snarky post politely. I shouldn't post under the influence of a bad day at work.

  287. Re:Safely. noted this one on /. before: by gumbi+west · · Score: 1

    Say what? If what you say is true then you must think that if you twice tap the + button on a CC twice +4 MPH is a good idea but if you hit it that third time then more than +20 MPH is a good idea? I hope you don't work in UI design.

  288. Boy, am I glad I don't own a Toymota by phlegmboy · · Score: 1

    I will stick with my 17 year old Holden (local GM owned car maker) with it's mechanical accelerator. That way I don't have to peel my face of the back of a truck due to a shitty piece of Jap crap.

  289. Re:Typical Apple Adherent by Anonymous Coward · · Score: 0

    When my cell phone goes wrong, I can also bring it back to one of my carrier's official stores because they will service the phone and debug "user" issues. They've been doing it *long* before Apple got into the phone business.

    Now it's another thing if you were talking about a laptop vs. a Mac Laptop...

  290. Re:Safely. noted this one on /. before: by Anonymous Coward · · Score: 0

    If it was really Woz, he'd have taken out the system board and redesigned it with 35% less components used, all bugs fixed, and a couple of extra features.

  291. Re:Safely. noted this one on /. before: by Anonymous Coward · · Score: 0

    I have the same problem in a 1994 Camry, so this has been around for awhile.

  292. The scary thing is... by The+Breeze · · Score: 1

    Never, ever, not once have I ever heard of Woz making a blanket, absolute statement phrased as fact about any type of electronic or mechanical system that was later found to be inaccurate. Woz is, first and foremost, a methodical engineer and he never makes sweeping statements without something to back them up. He may occasionally say things like, "Well, I think that..." but his strong phraseology indicates:

    a. He's damn sure there's something wrong
    and
    b. Someone has really pissed him off.

    Ultimately, I think Toyota is screwed on this one. A lot of people don't know who Woz is. Those who do know he's the guy who single-handedly solved electronic engineering problems that large teams never made progress on. And, if he says something is really, really wrong, and Toyota is denying it, it just indicates that when it all finally comes out Toyota will almost certainly be proven wrong - and they may actually be sincere! I could believe that Woz could find and identify a problem that Toyota's own engineers may not be able to come to a consensus on.

    -Steve

  293. Re:Safely. noted this one on /. before: by leuk_he · · Score: 1

    Saying that it is a feature, not a bug, still makes it unexpected behavior. And yes, the prius still uses a very old Cruise control design, gving no feedback until you feel teh acceleration. (at least in the Prius 2008, not sure about the 2010 executive model)

  294. Re:Woz, you're an idiot by egburr · · Score: 1

    Really, why? I use to run a restaurant with a smoking section. It was in a separate room, in the back, with its own ventilation system. People like you still bitched. What business is it of yours anyways? Instead of whining so they changed to law to make EVERY restaurant (and bar!) smoke-free, why you didn't you just go some place else, or fickin' stay the hell home! And that is coming from a non-smoker.

    Wow. You really read a lot into that. Yes, I got upset when I sat in the non-smoking section and coughed all through my meal because the smoking from the smoking section came right on in. If there was a truly no-smoke section, I was perfectly happy. If there wasn't, I never went back willingly.

    As for bars, I've never figured out why nobody seemed able to open a smoke-free bar. I always figured that having one or two like that in a town ought to get plenty of business. I find the smell of beer about as unpleasant as the smell of cigarettes, but entering a room of beer smell doesn't start me coughing like I'm going to hack up a lung.

    I've never asked for a law to ban smoking altogether. In fact, from what I understand, that law's primary purpose is to protect the employees, not the customers.

    However, I am happy that I can finally go to a bar with my friends and play pool and have a drink, all without suffering from irritated lungs for hours afterward.

    The smokers have had their way for a few hundred years; now they get to experience how the non-smokers have felt all that time. Apparently, they can't take the same treatment they've been dishing out. Now it's the smokers who get to choose to go out without choking other people around them, or as you said "fickin' stay the hell home!"

    Going back to my signature, how about you setup two separate swimming pools and see which is more popular? After all, everyone is addicted to peeing, aren't they? Sooner or later, you've got to get your fix; you just can't help yourself. Oh wait, you would prefer to swim in the no-peeing pool, and have people go somewhere else to get their peeing fix?

    --

    Edward Burr
    Having a smoking section in a restaurant is like having a peeing section in a swimming pool.
  295. Re:Safely. noted this one on /. before: by HTH+NE1 · · Score: 1

    I had the same problem with an aftermarket cruise control installed in a Honda Civic hatchback. But mine was triggered by trying to Resume a cruising speed of 75 MPH on the Interstate (legal). Took the car in three times, twice they replaced the electronics. I never managed a reproducible test case.

    It could have been the Resume button was double-triggering in a short interval. I can't test it now: that car got T-boned in an intersection after the driver of one SUV waved me to proceed into the path of another SUV in the second lane obscured by the first car. (What's the universal hand gesture for, "No. I can't see around you. You go.")

    --
    Oh, say does that Star-Spangled Banner entwine / The myrtle of Venus with Bacchus's vine?
  296. Re:Woz, you're an idiot by lena_10326 · · Score: 1

    Yes. I can blame them and I do--harshly. This is a forum for ideas and debate--not a forum for devising critical computer algorithms. Although syntax parsing may be precise, it's a very unforgiving mode of thinking and highly irritating when done by humans because it's indicative of a poorly developed ability for abstract thought. Near perfect emulation of algorithmic processing is not what I consider to be a rich form of intelligence; it is robotic intelligence.

    Abstract intelligence is the one that's superior because it's capable of comprehension even when the information stream is noisy, irregular, or ambiguous. Abstract thought can exceed expectations; robotic thought can only meet expectations.

    --
    Camping on quad since 1996.
  297. Re:But it's the Apple dude who says so! by mcgrew · · Score: 1

    Bullshit, my ass.

    Do you think not having doors on an elevator is "acceptable risk"? That's what killed my Grandfather in 1959. Someone at Purina obviously didn't care if HE or his co-workers lived or died.

    What about the chicken plant in Georgia that had the fire doors chained shut to keep the minimum wage workers from stealing chicken parts?

    You say "Every corporate executive I have met cares about risk", bullshit. They care about liabillity. Their workers' lives are unimportant to them. Period. People who worship money don't give a rats's ass about anything else.

    They worry about their families and their friends in the boardroom, but if it's a choiice between dead workers and more profit, they'll take the profit. Whay do you think they were all against OSHA?

  298. Re:_Your_ TERRIBLE ADVICE by chainsaw1 · · Score: 1

    The people from Car & Driver are not mechanics, and probably are not familiar with many economy vehicles. It's like asking Jeremy Clarkson to evaluate the safety of a Honda Fit.

    The average car consumer in the US gets automatic transmission and a 4-6 cylinder engine (this is why US rental cars all have auto trannys--so you don't "learn" on their manual). Car and Driver tend to evaluate cars with 6-16 cylinders and a manual transmission. When neutral come from pushing in a clutch, I wouldn't see why anyone should shut off the engine either...but that doesn't cover most of the cars people on the road actually drive in the US.

    Toyota is, at this point, completely untrustworthy since it is their beliefs that caused this mess.

    With respect, I believe my points still stand.

    --
    - Sig
  299. Re:A Public Service Announcement to AllToyota Driv by kris_lang · · Score: 1

    Taylor,

    The officer in San Diego was driving a loaner Lexus while his vehicle was being repaired. This loaner Lexus had a push-button "ignition" system, requiring just a push of a button to start the car, and a push of the button to stop the engine, unless the car is in gear and moving greater than velocity $x$, in which case it requires keeping the "starter" button on the dash {b}depressed continuously for three seconds{/b} to turn the system off. It also has an interlock requiring some weird combination so that putting the car into neutral at high velocities is not easily done. That's the information I've gleaned from the Union-Tribune's articles on it. I've driven that stretch of road to go to Santee to eat pizza and shop at lowes, and you often see people speeding recklessly down the steep grade.

    Combination of new car with bad human-interface and a panic situation, even for a trained high-performing trooper lead to a deadly result.

    KL

  300. Re:A Public Service Announcement to AllToyota Driv by Facegarden · · Score: 1

    Taylor,

    The officer in San Diego was driving a loaner Lexus while his vehicle was being repaired. This loaner Lexus had a push-button "ignition" system, requiring just a push of a button to start the car, and a push of the button to stop the engine, unless the car is in gear and moving greater than velocity $x$, in which case it requires keeping the "starter" button on the dash {b}depressed continuously for three seconds{/b} to turn the system off. It also has an interlock requiring some weird combination so that putting the car into neutral at high velocities is not easily done. That's the information I've gleaned from the Union-Tribune's articles on it. I've driven that stretch of road to go to Santee to eat pizza and shop at lowes, and you often see people speeding recklessly down the steep grade.

    Combination of new car with bad human-interface and a panic situation, even for a trained high-performing trooper lead to a deadly result.

    KL

    Ah, thanks. I knew it couldn't have been as simple as an officer not thinking of removing the keys.
    -Taylor

    --
    Worldwide Military budgets: $2100 billion. Worldwide Space Exploration budgets: $38 billion. Really, world? Really?