The Problem

One such issue surfaced when a client wanted to begin accepting credit cards.  As most Internet users assume, they land on a web page asking for credit card information and it’s secure, I wouldn’t enter my credit card information without seeing the friendly little lock.  Another telltale sign is seeing the https: in the browser address bar.

Many sites today make use of outside CSS and JavaScript files host on a content delivery network (CDN) somewhere on the interwebs.  This has tremendous benefit for web developers and users alike, giving applications better performance.  The problem arises when we have a secure page (https) which pulls in assets from non-secure CDNs, where requesting assets securely will fail to return successfully and ruins the user’s experience.

This application happens to be a Ruby on Rails application but that fact is irrelevant.  The scenario is likely common today; we have a secure checkout page but our site contains menus and links to pages which are not sure but just plain http.  When the users visit the site with their browser of choice they are presented with various messages or maybe none.

1. Firefox 6/7, no message..just no indication the page is using SSL.
2. Chrome, no message but a red line through the “https:” in the browser address bar.  This does not give confidence to the user, I would not put my credit card information in this page.
3. Safari, no messages and everything looks good with the exception of the missing tiny lock icon indicating a secure page.
4. Internet Explorer, well this is the least friendly of the browsers telling the user there is mixed content and prompted with how to proceed.

The problem was mainly centered-around the Yahoo YUI JavaScript and CSS assets and how they were included.  This application uses the Yahoo content delivery network (CDN) to serve the assets, which is a great way to serve the assets.

The Solution

I decided to do what every self-respected web developer does when facing a problem, Google for someone else who had the same problem and successfully solved it.  I ran into one very insightful post from Dan over at CollectiveIdea.  The post lays out a very similar problem with some good ideas for the solution.

Dan points out a URL like this:

<script src="http://ajax.googleapis.com/ajax/libs/jquery/1.4.4/jquery.min.js" type="text/javascript"></script>

Will cause Mixed Content warnings when included from a secure page.  Some of the suggested solutions include downloading all of the assets locally and the problem goes away.  Although this is true, we lose the benefits of using a CDN.

What works is both elegant and simple; two qualities that make my day.  Referencing your CDN-based assets this way is only a slight change:

<script src="//ajax.googleapis.com/ajax/libs/jquery/1.4.4/jquery.min.js" type="text/javascript"></script>

Notice how we are referencing the GoogleAPI URL, we leave off the http: and the https:.  By using two forward slashes only the request will resolve itself and work brilliantly.

Maybe I am the last web developer to find out this tidbit of information but I wanted to document it so the next one faced with this could find the answer here.

Eric Schmidt spoke recently at Le Web where he said developers, like it or not, will target Android.  As someone who writes iOS applications, it seemed like an arrogant statement and Marco had his thoughts, which seem reasonable to me:

Android devices have been selling in large quantities for a long time. That’s not new. Yet today, compared to iOS, Android is much less profitable for developers (especially for paid apps), its users are less influential for expanding new services, and its app development is much more painful and expensive. And in the rapidly growing and increasingly influential tablet market, Android has an extremely low marketshare.

Shify Jelly creators of applications for both iOS and Android took offense to Marco statements and wrote some elegant dialog as to the contrary:

First some background. We’ve been in the iOS app store since August of 2008, which for those that are counting is only a month or so after it first launched. We’ve been on Android now for about a year. We make serious apps like Pocket Casts and Pocket Weather AU, things that take a lot of development effort and involve serious server back-ends. We’ve made enough money since then to support 2 full time staff, and 2 part time designers. Yes we’re the guys who had the run in with Amazon, the email from Steve Jobs, and we’re not millionaires.

Finally, since neither of these developers allow comments on their blog, Marco’s rebuttal to the challenge by Shifty Jelly:

If you make the first great Android Instapaper client that:

• uses the official API
• contains a significant portion of the iOS app’s features, the details of which we’d work out privately
• runs on a wide variety of Android devices and OS versions including modern smartphones, the Kindle Fire and Nook Tablet, and whichever 10” tablet matters at the time of completion
• is priced at $2.99 or higher in the U.S. with approximately equivalent pricing elsewhere, and satisfies requirements to be sold in the Google Marketplace, Amazon Appstore, and whatever B&N uses for the Nook Tablet

I’ll call it the official Instapaper app for Android, I’ll promote it on the Instapaper site, I’ll drop the subscription requirement for its API access, you’ll answer all support email that comes from it, and we’ll split the net revenue 50/50.

As you may know, I write iOS applications but have not given Android much thought primarily for Marco’s reasons.  I like to keep an open mind and would target Android if there was money to be made in any of the apps stores.  I just don’t see it.  Certainly there are tons of Android phones flying out of the stores but are those people spending the money like the users in Apple’s App Store?  I fear not, at least not today.  If users aren’t spending their hard earned dollars on applications how can we be expected to spend our hours on developing for a platform with almost no return.

Who is making money selling their Android applications today?  Please leave a comment.

The dialog is worth the read and is food for thought.  It’s interesting how, since neither allows comments on their blogs, they are forced to trade shots in this way.

I am very excited to be attending the Voices That Matter: iOS Developers Conference in Boston, November 12-13, 2011.  It is put on by the folks of Addison-Wesley Professional, one of my favorite publishers.

The speaker line-up looks fantastics, from the VTM site:

Learn all about developing applications for the iPhone and iPad at the Voices That Matter: iOS Developers Conference. You can learn from leading authors like Erica Sadun, Chris Adamson, Erik Buck and Aaron Hillegass and meet industry leaders such as Graeme Devine, Rod Strougo, Jeff LaMarche and Mike Ash. Join us in Boston, November 12-13, 2011 and learn how you can leverage Apple’s commitment to the iOS platform.

This will be the first Voices That Matter conference I have attended and will be doing so on behalf of InfoQ.  I hope to meet and talk with some speakers and attendees looking to chat about what they’re up to.  If you are reading this and plan on attending, send me an email.

As my company is taking on more projects in the mobile space, particularly iOS applications, I find it increasingly important to get out and meet others who are also creating mobile applications.

Anyone interested in attending, registration is still open and early bird ends September 30, 2011.  They have active Twitter and Facebook accounts where updates about the conference and authors are posted.  I hope to see you there.

I documented my horrendous dealings with MacMall and the amount of time wasted before finally giving them the boot once and for all.  I won’t go into the painful details of that ordeal but wanted to share my experience with Apple.

I ordered the MacBook Air directly from Apple on 8/23/2011.  The model I ordered included the upgraded processor (1.8Ghz i7) and therefore takes some extra time.  Apple indicates today the item ships in 1-3 business days and free shipping is 3-5 business days for delivery.

This is the Apple way:

• They do a great job of setting my expectations and does the same with this order.
• Order shipped on 8/25/2011, not a full 48 hrs after placing the order.  Beating the expectations they set of at most 3 days.
• Shipment confirmation gave a delivery estimate of 8/31/2011 but actually delivered on 8/29/2011, a full 2 days before their estimate.

Apple is not performing any magic, they give estimates out beyond what it takes to deliver.  This gives them some buffer for problems out of their control and also makes the customer extremely happy when the product is delivered *before* the estimate.

I decided to originally purchase from MacMall because their prices were cheaper and I would not have to pay CT sales tax.  The savings turned out to not be worth the hassle.  MacMall can take a lesson from Apple and provide delivery guidelines within their control and ones customers can live with.  This would make for happier customers and ultimately make the job of the MacMall customer service reps a lot easier.

It’s really easy and natural to simply chose something based on price but sometimes it’s not worth what you’re giving up.  As a business owner we sometimes think we need to compete based on price, be the cheapest and the customers will be ours.  When we venture down that path, we sell ourselves out and find out too late this was not the right path and probably too late to raise prices back up.

Apple doesn’t play into the retail game, they charge a price they want and don’t discount it.  They balance this will providing good, reliable service.

Lesson learned.

I deal with a lot of companies online and in-general, they are all pretty good.  My recent dealing with online Apple retailer, MacMall, forced me to create an award here and present them with the Worst Customer Service on the Planet Award.  I hope they like it because they certainly have earned it.

Once Upon a Time

I have never bought anything from MacMall before but have witnessed a barrage of email begging for my business.  When the new Apple MacBook Airs were released I decided I might give MacMall a try because they had free shipping, $50 price tag less than Apple, an additional discount code from AppleInsider and no sales tax.  In all I would save about $175.

Upon deciding to order the 13.3″ MacBook Air with 4G RAM, 256G SSD and the upgraded i7 processor, MacMall’s web site indicated the item would ship in 5-7 days.  Being the inpatient person I am, that seemed too long for me but decided I would forgo the need to have it now and order any way.   The first attempt at ordering failed when I attempted to use my Bill Me Later account.  MacMall web site said they had a problem with my Bill Me Later account and I needed to select another source of payment.  Fine, just use my reliable MasterCard and be done with it.  Order placed on August 9, 2011.

The screen capture above is exactly what the web site said when I placed my order and it is exactly what is says today, 8/24/2011.  The wording is deceptive.

The following day I received 2 emails asking me to call their credit department to verify some information.  I thought this was sort of strange, you know for an online retailer and all, but I gave them a call.  After sitting on hold for the better part of 30 minutes with a recording telling me how important my call was to them, I was cut off after customer service hours ended for the day.  I decided to respond to their email, hoping they could resolve the issue in an email exchange.  Two emails went unanswered.

The next day I received a call from their credit department while I was out, telling me it was important they received a call from me about my order.  I went back to the phone to give it another try, sat on hold for 15 min. or so and finally connected with a live person.  I indicated I was calling about my order, was asked for my order number and she looked it up.  Her first question..”what’s the problem?”.  Dumb founded, I told her that I was asked to call in regarding my order.  Finally she said she needed to go over my order to sure what I ordered was actually what I wanted to order.  What??  This is 2011 and I shouldn’t have to call in to reiterate my order.  What is the point of ordering online if I only have to call in anyway?

So after 10 minutes of answering questions and telling them that I really did want to order this laptop, the graciously accepted my order.  I would told it would ship in a few days.

A Few Days Later

When a week had gone by and I hadn’t received an email or any updated notification about my order I decided to contact their customer service department about the order.  A quick email sent looking for an update.

Did I get a reply back via email?  Nope!  I received a call later that day from someone who could barely speak English telling me my order should ship on about 8/23/2011, a full 2 weeks after the order was placed.  At this point I am about fed up with MacMall and really wanted to tell them what they could do with their MacBook Air but I am saving nearly $200, right?

As 8/23/2011 came, I waited until the middle of the day to check my MacMall account for an update…nothing.  I don’t think it is too much to ask to give me something, I mean, I called in last week so they know I am following this.  I decided to give them a call so they might be able to tell me when my Air is ahipping.

A brief time on hold reveals I have a new *estimated* ship date, the end up the month.  Huh?  It didn’t compute, 8/31 is the end of the month and a full 3+ weeks after placing the order and it is still estimated.  Apple’s web site says 1-3 days for this model and by the time I see this from MacMall it will be a month.  I’m sorry but not acceptable..CANCELLED.

Moral of the Story

I ordered the MacBook Air from Apple right after my happy divorce from MacMall.  I will pay more but the price will be worth every penny knowing I am not giving it to MacMall, not now, not ever.

This post would just be a rant if I didn’t learn some lessons and share with readers.  I think good customer service is just common sense, treat people the way you want or expect to be treated:

• Set realistic expectations to your customer.  If you say 5-7 days, make it 5-7 days, not some unknown time frame which is longer.  Better yet, say 5-7 but mean 2-4.  This way you went above my expectations.
• You offer a phone number to take orders but also allow for online ordering.  If I order online that means I don’t want to talk to you on the phone so don’t call me.  This goes for customer service too, if you have a form which I fill out, respond back to me in an email and not bothering me with a phone call.
• If you do force your customers to call you, don’t leave them on hold for more than a couple minutes.  Telling your customers during their hold time that they are important to you means nothing after being on hold for 1/2 hour.  Sorry, but it doesn’t.
• Keep in contact with your customers, don’t leave them hanging.  If you tell them you will do something for them by a certain date, do it or at least have the courtesy of a follow-up email or phone call (depends on their preferred method of contact).

This experience has been the worst example of customer service I have ever witnessed.  I order a lot online and I mainly order only online and MacMall is the hands-down winner of the Worst Customer Service on the Planet Award.  Congrats, you are truly #1.

Thank you for reading my rant, I hope I have saved you some pain.  Also remember, price should not be the only deciding factor..lesson learned.

Simplicity is a beautiful thing.  I love a simple tool which makes my life as a developer easier.

Ruby on Rails has made the life of the web developer much more pleasurable over the years but even so there are some things which could be made better.  One such thing is running your Rails applications locally when developing.  Every Rails developer is familiar with the script/server command if you are in Rails 2.3 and earlier or the rails server command if you are using Rails 3.  The next step would be to fire up the browser and enter localhost:3000 into the address bar.  Most of the time this works fine, but a bit tedious.  The real problems appear when your application supports subdomains like myaccount.myapp.com, which has been hard to do up until this point.

Enter Pow

Pow is a Rack server developed by the folks at 37Signals to help alleviate the pain of serving local Rails applications.  Using Pow allows the developer to go from accessing their local Rails application using localhost:3000 to something like myrailsapp.dev.  For example, my expense tracking software, Expens’d uses subdomains quite a bit, so we get URLs like rbazinet.expensd.com and when using Pow I can simply use the URL rbazinet.expensd.dev.  This is perfect and simplifies the process.

Setting Up Pow for Serving Rails Applications

Installing Pow is pretty easy and shown on the Pow web site but for those not interested in heading over there you can open up a terminal session and enter the following:

$ curl get.pow.cx | sh

Each application has to have a symlink defined.  The Pow web site says to:

$ cd ~/.pow$ ln -s /path/to/my/app

When I setup Expens’d to use Pow setting up the symlink this way didn’t work for me.  I had to add the application name after the path, like this:

$ ln -s ~/rails_apps/expensd expensd

Since Expens’d is currently a Rails 2.3 application, a config.ru file is needed and placed in the application root folder.  The file should contain the following:

# RAILS_ROOT/config.ru
require "config/environment"
use Rails::Rack::LogTailer
use Rails::Rack::Static
run ActionController::Dispatcher.new

If Expens’d was a Rails 3.x application, I would not have had to create the config.ru file.

Your mileage may vary.  Once the symlink is done heading to the browser you can just enter the domain for the application with the .dev extension, like expensd.dev.  This works just perfectly.

Restarting Your Application

One of the first things I wondered about when using Pow was a need to restart the “server” when I make changes to a routes.rb file.  It turns out we treat this the same way we restart Passenger.

$ [APP_ROOT]/touch tmp/restart.txt

Log File Monitoring

Using Pow provides us with the typical development.log file in the [APP_ROOT]/log directory.  Keeping an eye on the log can be done from a terminal window.

$ [APP_ROOT]/tail -f log/development.log

This provides  a nice way to see what’s going on.  There is also a raw log file produced from Pow that gives some additional details.

$ tail -f ~/Library/Logs/Pow/access.log

Potential Issue

When I setup Pow on my Mac Pro it all worked perfectly from the get-go but on my MacBook Pro I ran into a problem when I tried to browse a URL served by Pow such as expensd.dev.  DNS seemed to think I wanted to go to the Internet to find the site and I received a 404 error when I tried.    The problem was known and is outlined on Rob Conery’s site.  The first part of the solution involved running the scutil to see if .dev resolver was being used:

$ scutil --dns

You should see a bunch of entries and one should look something like this:

resolver #8
  domain : dev
  nameserver[0] : 127.0.0.1
  port    : 20560

I don’t know if Pow uses the same port all the time, so that may change.  The key here is the domain, indicating dev.  If this resolver is missing the solution is pretty simple, open the file /etc/resolver/dev and simply save it.  Worked like a charm for me.  Run the scutil –dns command from above and see if the resolver is now listed.

A Better Pow?

I think Pow is pretty awe some just as it is but it seems someone has stepped up to make it even better with a gem named Powder.  I haven’t had the chance to play around with this tool yet but a blog post by one of it’s creators says they wanted to make Pow “ridiculously easy”.  The commands supported help make Pow that much easier:

$ powder applog
=> tail the log of the current app

$ powder config
=> Get Pow's current configuration information

$ powder list
=> List all the current apps linked in ~/.pow
# aliased as powder -l

$ powder log
=> Tails the pow log.
# Not the application log, but the pow log, available at
# ~/Library/Logs/Pow/apps/#{app-directory}.log

$ powder open
=> Opens the pow link in a browser
# aliased as powder -o

$ powder open bacon
=> Opens http://bacon.dev in a browser
# if you have set up alternative top level domains in .powconfig,
# then the first listed domain will be opened.

$ powder restart
=> Restart the current app
# aliased as powder -r

$ powder status
=> Get Pow's current status information

$ powder version
=> Returns the current powder version
# aliased as powder -v

More Than Rails Applications

Since Pow is serves up Rack apps the possibilities are pretty endless.  I found one bit to share where someone is using Pow to serve his PHP apps, pretty clever.  I would imagine this technique could be used in many applications like this.

Finally

The only thing I can say is I love Pow.  It has made my life so much easier.  Thank you 37Signals.

Hello,

For well over a decade, the Amazon Associates Program has worked with thousands of Connecticut residents. Unfortunately, the budget signed by Governor Malloy contains a sales tax provision that compels us to terminate this program for Connecticut-based participants effective immediately. It specifically imposes the collection of taxes from consumers on sales by online retailers – including but not limited to those referred by Connecticut-based affiliates like you – even if those retailers have no physical presence in the state.

We opposed this new tax law because it is unconstitutional and counterproductive. It was supported by big-box retailers, most of which are based outside Connecticut, that seek to harm the affiliate advertising programs of their competitors. Similar legislation in other states has led to job and income losses, and little, if any, new tax revenue. We deeply regret that we must take this action.

As a result of the new law, contracts with all Connecticut residents participating in the Amazon Associates Program will be terminated today, June 10, 2011. Those Connecticut residents will no longer receive advertising fees for sales referred to Amazon.com, Endless.com, MYHABIT.COM or SmallParts.com. Please be assured that all qualifying advertising fees earned on or before today, June 10, 2011, will be processed and paid in full in accordance with the regular payment schedule.

You are receiving this email because our records indicate that you are a resident of Connecticut. If you are not currently a resident of Connecticut, or if you are relocating to another state in the near future, you can manage the details of your Associates account here. And if you relocate to another state after June 10, 2011, please contact us for reinstatement into the Amazon Associates Program.

To avoid confusion, we would like to clarify that this development will only impact our ability to offer the Associates Program to Connecticut residents and will not affect their ability to purchase from www.amazon.com.

We have enjoyed working with you and other Connecticut-based participants in the Amazon Associates Program and, if this situation is rectified, would very much welcome the opportunity to re-open our Associates Program to Connecticut residents.

Regards,

The Amazon Associates Team

The sad part of this email is what Amazon chooses to handle this….run.  This is exactly what they did with a distribution center in Texas at the beginning of the year.

The reality here is states are losing big tax revenue to online businesses and now they want the revenue they feel they deserve.  I pay my fair share of taxes and don’t really want to pay any additional taxes but it doesn’t seem fair that the local Mom & Pop establishment has to collect sales tax and others do not.

I just don’t agree with Amazon’s actions here and find them spineless.   One part of the email I particularly funny:

To avoid confusion, we would like to clarify that this development will only impact our ability to offer the Associates Program to Connecticut residents and will not affect their ability to purchase from www.amazon.com.

Translation, sorry to stick it to you but we still really want your money.  Thank you!