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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.

24 of 749 comments (clear)

  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 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.

    2. 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.
    3. Re:Typical Customer Service Department attitude by Anonymous Coward · · Score: 5, Funny

      I think you mean 1 to 1000000.

    4. 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.

    5. 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.

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

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

    7. 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
    8. 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?
    9. 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.

    10. 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.
    11. 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.
  2. 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 Minwee · · Score: 5, Funny

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

  3. 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."

  4. 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.

  5. 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
  6. 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.

  7. 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.

  8. 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.
  9. 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
  10. 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)
  11. 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?

  12. 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.