Apple is Starting to Impress Me
Wednesday, August 2, 2006 by Dr Guy | Discussion: Personal Computing
No, not the machines. I still think they are over priced. But their service. We made another 2 trips out there yesterday (to the Apple Store). But now I know how to make a reservation before going.
The first trip (and the second) was for my Son's iPod. For some reason it wiped all his songs and then would not let him re-add them. So we took it in and I let him do all the talking. And the tech wiped it (the songs are still on the computer) and we went home. And all seemed to be well. But at about the same point of adding songs as before, it wiped them again!
Ok, so I dont know iPods. but I do know computers. And this is a problem with the computer, not the software. But what? Like I know? So we went out again. And again I let my son do the talking (he will make a good tech one day as he had the exact error message written down). So the (new one this time) clerk says "What is the problem?". My son starts to explain and then he starts to say "Ok, we will reformat the iPod and....." and I cut him off with a wave of my hand and pointed to my son. Who then went on to give him the Paul Harvey version - i.e. the rest of the story (as in it did it twice).
Zip, bing, and 10 minutes later, we walked out with a new unit. No ifs ands or complaints! Now that impressed me! So far (and this is 24 hours later), all seems to be well with his iPod. And I am impressed with their expertise and (somewhat) with their service. As long as you have a reservation, you can get excellant service and competant service.
Now that I know how to do that on line, it is not so bad. And the help cant be beat.
On a side note, not related to my travails, I did see them help a Mac customer. When the "Genius" (that is what they are called, it is not a snide remark) could not help her as it was a problem with 3rd party software, they found another "Genius" that had experience with that package. It was obvious the user was clueless (and probably a PEBKAC error) but they never were condescending or nasty. Always professional.
I may not be buying a Mac soon (I figure in about a year), I am buying stock. I am impressed!
Reply #2 Wednesday, August 2, 2006 8:59 PM
One instance/experience is not sufficient to form a conclusion.
Example....
3 philosophers on a train cross from England to Scotland. In a field they see ONE black sheep...
The first concludes..."All sheep in Scotland are black".
The second corrects the first...."all we can conclude is that at least ONE of them is black".
But..
The third smiles and adds... "Actually all we can conclude is that at least ONE sheep in Scotland is black - on at least ONE OF ITS SIDES".
Give it time. Eventually you will have 'sampled' sufficient to build a scientifically-based model.
My bet is it will end differently...
Reply #3 Thursday, August 3, 2006 7:04 AM
If your son makes sure that he connects the cable to the iPod first, before connecting it to either to the computer or wall socket, whiping of the files should (hopefully) not happen again.
Even though iTunes can no longer recognise the iPod, the HP USB utilities can still do so and you can use it to reformat your iPod (FAT) next time this happens.
Download the free USB utility from HP: Link
Note: I am not saying that this was the case with your first iPod, but I posted this just as an information in case this happens again (it happened to me and it took me a while to find out what happened).
Reply #4 Thursday, August 3, 2006 7:37 AM
| mean I have dealt with many customer services from other companies such as Microsoft, Sony and JVC, and they all treated me like if I was some kind of a GOD! |
Well, for $250 Microsoft will treat you well. Now. I have been dealing with them since the early 80s, and the one thing you always knew about Microsoft was that "their documentation sucked" and so did their support.
Whatever the reason that Apple is getting it together, I really dont care. That they are is what I am impressed with.
Reply #5 Thursday, August 3, 2006 7:39 AM
| Give it time. Eventually you will have 'sampled' sufficient to build a scientifically-based model. My bet is it will end differently |
This is true. I will not say all of Apple is Black. Just this one instance. But first impressions go along way with customers, so I suspect I am not the only one calling all the sheep in Scotland black.
Reply #6 Thursday, August 3, 2006 7:40 AM
| Note: I am not saying that this was the case with your first iPod, but I posted this just as an information in case this happens again (it happened to me and it took me a while to find out what happened). |
WOW! You get a cookie! I am going to print this and tell my son about it! Thanks a million!
Reply #7 Thursday, August 3, 2006 11:41 AM
Reply #8 Thursday, August 3, 2006 11:47 AM
| think my former housemate would have a different story to tell regarding to his iMac and iPod. Let's just say he was not a happy puppy... |
Oh dont get me wrong! I am not at all impressed with the iPod. But I am impressed with their "black sheep" as Admin Jafo says.
aufish, I showed my son your post. He said "yea, that was what I was doing". He wont do it any more! Thanks again.
Reply #9 Friday, August 4, 2006 2:01 AM
Reply #10 Friday, August 4, 2006 8:24 AM
| ...I'm glad you received great service from Apple - trying to get good service from anyone these days is always worth posting!!! THX! |
Now this is true! Glad Microsoft was good to you. I am still waiting for them to call me back on an Office 95 issue that I logged in 1996.
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Reply #1 Wednesday, August 2, 2006 8:50 PM
What is funny though the fact that people find apple's services astonishing! what do I mean?? this can be explained by there good steps of winning more people, they were bad and they became good with a huge step, which was clear for many, but doesn't mean at all that their services are better than Microsoft's, for example. At my local town Microsoft holds about 5 or 6 main PC shops and those 5 shops are amazingly great on how they treat people.
It's good that at last Apple is trying to freshen up the market of technology which is leading other companies to squeeze their selves in order to give more for the people around the world, I mean Vista is becoming great because of the huge competition from MAC's. that's really cool. Now Microsoft can come back strong to the PC market.