The Worst Support Calls in my Life: Thanks Apple

Apple has really turned the corner in the last 6 months. They finally settled a court case to replace the defective design of the first generation mag-safe adapters.
When one I had was intermittently failing, I took it in (after being forced to make an appointment and wait a week) and was told that because it was currently working, I could not get it replaced, despite the fact that the court case settlement was to do just that.
Next, I tried to find information in their online pages, including their knowledge base and about a particular issue. When all documents lead to a less than helpful landing page, I was seriously discouraged.
Then, my 2 year old MacBook Pro lost a little plastic foot, and I can see the hard drive beneath it. I called Apple requesting a replacement be sent. Even though I have AppleCare the help desk person on the other side didn’t care about the problem and refused to send me a foot. I told him I could install it myself, and it was a 50 cent part at most and to send the laptop in for service was a huge waste of time and money. When I asked to speak to a supervisor, he refused to patch me through. The call ended with him hanging up on me. I haven’t called back, and oddly the usual email that Apple sends out asking how my support experience was, never came.
Now, I found a glitch in iOS that caches passwords even after a person logs out of the iTMS apps section on an iOS device. I tried to report it, and I didn’t hear back for a few days. My only recourse was to pull all my account info. I do not think I will be reentering it. When support finally did get back to me I took the time to explain what happened. The response I got was something other computer companies are infamous for doing: it was a cut and paste set of links to very basic knowledge base articles that did not address my problem. I wrote back and the support rep then copy and pasted the exact same basic “newbie” article into the email. When I wrote back and told “Trina” (no last name to protect horrid service) that none of this addressed the problem, I got another canned response. I didn’t realize Apple was hiring illiterate email support people. Either that or Siri is now handling email parsing: this would explain the lack of human responses and concern.
I have been an Apple Customer for about 25 years, and this is worse than when I had to strong-arm Apple into replacing my friend’s faulty 7200 logic board, that was among a series of defective boards.
Sadly their software is probably the most efficient for getting things done in a GUI environment, and the integration of things like Tapbot’s Pastebot, their own Airplay, and tons of donation-ware—including set and forget backup apps that are better than commercial Windows small network backup apps. Let’s not even mention the apps in my recommended list. I depend on these apps many times a day.
I am not tied into he ecosystem because I ripped virtually all my own media from hard copies. Also, after working with Windows, Linux and Macs for years at various companies, I have no doubt I could fix any problems. But the thing is, I know the added hassle that come with the other 2 platforms. So, I could leave, but where would I go?
If HP hadn’t completely bungled WebOS it might be a potential replacement. Linux is too much of a patchwork OS as is its mobile equivalent: Android. Every year the companies that make Android phones promise to update current models to the new OS when they are released, and many times the companies retract that after the models are discontinued. So, that is out as well, considering timely updates are a crapshoot. I feel I would have better odds breaking even in Vegas.
Windows 8? Not a chance. I know how horrid the underpinnings of the OS are. The second to have to do anything a tech would do the settings to do it are still buried, and some only easily accessible via a command prompt. Also, despite what novices and the unexperienced think, without purchasing subscription software to manage and protect he machine, it would be only a matter of time before I either lost or had data stolen.
Also, the interface to Windows 8 is a joke. Really? Tiles with seemingly arbitrary colors with small thin text in them that updates. I can do the same thing by tiling 8 console windows, changing the background color and tailing the logs of 8 programs. But to make is as unreadable as Windows 8’s tiles, I would have to chose the lightest version of a font with an awkward x-height.
I would probably also have to do what my old roommate did: wipe the HD every 6 months to keep the Windows stable and speedy with the number of programs that I have to test. Unless I missed the memo, Microsoft still relies on a monolithic single point of failure file that is written to all the time and is in control of the entire system.
About testing: I can test Mac, Linux and Windows apps on one machine. This is not the case for either Linux nor Windows boxes (which are identical).
So, I’ll have to wait until a better OS comes out (doubtful, considering all the OSes are getting facelifts to look thrice as stupid as their predecessors, and 9 times less efficient.) It is no wonder browser based OSes are gaining mindshare: all the big OS’s UIs are being driven by Toonces and browsers are great for inefficient local computing paradigms.

UPDATE: Looks like others are cluing in on this as well: Bad Apple
Also, on the 19th, I spoke to a DSL field technician that makes anywhere from 5-10 house calls a day and he commented that people are starting to notice Apple is turning into Microsoft. Sad.

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