Category Archives: Thoughts

Thoughts

Unscrupulous customer care at Apple

This is one of those posts I don’t enjoy writing but this must be said.

I have a mid-2011 27″ iMac (with AppleCare). It has now broken down three times for the very same problem (its video card goes bad). Other things on it also broke down, like the SuperDrive.

Bottom line: Apple has refused to replace it, although I’ve asked them twice. I think they’re just trying to kick the ball down the road until AppleCare expires. This isn’t the first time, they did it to me with another iMac.

Section 3.1 in the AppleCare agreement says the following:

“Apple will either (a) repair the defect at no charge, using new or refurbished parts that are equivalent to new in performance and reliability, or (b) exchange the Covered Equipment with a replacement product that is new or equivalent to new in performance and reliability, and is at least functionally equivalent to the original product.”

Notice they’re giving no clear rules about when they’ll replace it, although when you speak with Apple technicians, they’ll say three times is when it happens. It’s been three times for me and still no replacement. Not specifying when a defective computer must get replaced in the AppleCare Terms of Service gives Apple lots of backpedaling room, so they can delay that expense as much as possible, perhaps until AppleCare expires.

Here’s what makes this unscrupulous and unacceptable from my point of view:

  • They did this to me before with my iMac G5 (Rev. B). Those of you who owned that computer know it had a lot of issues; most often, its motherboard went bad and needed to be replaced. The board on that iMac broke down three times during its AppleCare coverage. It was in the shop for other issues as well: the Super Drive, the Bluetooth module, the WiFi module, fan speed issues (fans would go on high and stay there permanently). The motherboard broke down for the third time a month or two before AppleCare expired. They fixed it but refused to replace it. Then it broke down a few months after AppleCare expired and by then, it wasn’t their problem anymore.
  • It’s unconscionable for an Apple computer to break down in such a major way, repeatedly, after a little more than a year of use, which is when the problems with my current iMac started. Imagine where I’d be if I hadn’t bought AppleCare for this thing. It’d be sitting in my attic alongside my iMac G5. Essentially, I would have paid about $2,000 (after taking out tax and cost of AppleCare) for a computer that would have lasted a little more than a year. How shoddy was Apple’s quality control when this computer was made?
  • When the video card in my iMac broke down a second time, I was promised by a technician from Apple’s Advanced Support department, that when it happened for a third time, I’d get a replacement. Now they tell me his promise wasn’t documented in the case history so it doesn’t count. Perhaps the technician lied to me at the time to delay the replacement.
  • I’ve been an Apple customer since 1994, when I bought a PowerBook 150, my first Apple notebook. I’ve bought plenty of Apple stuff since then. Is this the way they’re treating long-time customers?
  • Apple has been putting me through all this unpleasantry right around my birthday. They have my birthday on file. No comment here.
  • Apple is one of the richest, if not the richest, companies on earth. They ought to be treating their customers right, because it’s because of them that they are where they are. It’s the right thing to do and they have the wherewithal to do it.

I wrote to Tim Cook, Apple’s CEO. No response from him, but a few days later, I was contacted by one of the people at Apple Executive Relations EMEIA in Cork, Ireland. I thought my situation would then be handled properly. No, just insincere apologies and a refusal to replace it. I wrote to Tim Cook again. No response, instead more of the same from Apple Executive Relations in Ireland. That confirmed it for me: you know what they say, a fish starts to stink from the head down. It looks to me like he’s instructed his people to do everything possible not to replace computers, even when they should be replaced. What other conclusion can I draw but this?

I was asked to accept the repair one last time and was promised that my iMac would get replaced for sure the next time its video card broke down. I asked the woman with whom I spoke to put that promise in writing. She refused point blank. I assume this was yet another lie from Apple to delay the replacement. What else can I assume when a person won’t put their promise in writing?

What complicates matters somewhat in my situation is that I bought the iMac in the States but have since transported it to Romania, which is where we spend some of our time. I can take it into an authorized Apple Repair shop and AppleCare covers its repairs there, so technically, replacements should also work. Not that this is a problem. I’ve told Apple they can ship the replacement to my US address. But I think what’s happening here is that they’re using geography and customs complications as an excuse not to replace my computer.

What should have happened is this: Apple should have replaced my current iMac, no questions asked. And out of embarrassment because of the way they handled the repairs on my iMac G5, they should have offered to at least repair it, if not replace it with its modern-day iMac counterpart.

The AppleCare agreement also says this:

For consumers in jurisdictions who have the benefit of consumer protection laws or regulations, the benefits conferred by the above mentioned plans are in addition to all rights and remedies provided under such laws and regulations. Nothing in this plan shall prejudice consumer rights granted by applicable mandatory laws, including consumer’s right to the remedies under statutory warranty law and to seek damages in the event of total or partial non-performance or inadequate performance by Apple of any of its contractual obligations.

Apple is currently in breach of EU/Romanian consumer protection laws on at least two counts, by my understanding:

  1. European/Romanian consumer protection laws mandate that repairs be made with new parts, not refurbished parts. Apple technicians, including the people from Apple Executive Relations, have admitted that they’ve been using refurbished parts to fix my iMac until now, and only this last time have they used a new replacement video card. The woman from Apple Executive Relations Ireland said that to me during one of our phone conversations… So they’ve been in breach on this point from the get-go.
  2. European/Romanian consumer protection laws further mandate that the customer must be offered the choice of a replacement or repair. The choice rests with them, not with Apple. I asked for a replacement, didn’t get it, they’re in breach of the law.

Since I bought my iMac in Florida, I also put in a request for assistance with the Office of the Attorney General there and I’ll see what they say. If any of you reading this are knowledgeable on the matter, please chime in.

I’d like to quote from a recent ad campaign from Apple. Keep in mind the things you’ve just read above as you see what they’re saying:

This is it.
This is what matters.
The experience of a product.
How it makes someone feel.
…
Will it make life better?
…
We spend a lot of time
On a few great things.

How am I supposed to feel after the way you’ve just treated me, Apple? Would you say that you’ve made my life better?

Couple this self-congratulatory ad piece with Tim Cook’s stating during the WWDC Keynote that Apple is #1 in Customer Satisfaction and that it “means so much” to him. If this stuff means so much to Apple, they wouldn’t be doing this to me (and who knows to how many others).

There will probably be some comments about switching to another platform. This isn’t about that. I love my Apple hardware and software. It’s just that quality control seems to be going down the drain and Apple execs seem to be in risk management mode. Apple computers have traditionally been about two things: design and quality. That’s what I’ve been paying for when I bought Apple products. Now it seems they’re about one thing: design.

I want to make it clear that I think what’s now happened to me twice is not the norm of my experience with Apple; that’s why I still buy Apple products. For example:

  • The Powerbook 150 I bought in 1994 lasted about 6 years before the hard drive went bad; if I fix it, I might even be able to boot it up and use it today,
  • The 15″ MacBook Pro I bought in 2008 is still going strong; along the way, I replaced the hard drive and the two cooling fans, but I can still edit HD video on it,
  • The iMac I advised my parents to buy in 2008 is also still going strong. It had a couple of minor issues but they occurred while it was still covered by AppleCare,
  • The 13″ MacBook we bought in 2008 still works; although the video conks out every once in a while, a reboot sets it straight, and
  • My experience with Apple software has been positive from the get-go; I’ve always found it to be stable, a joy to use and easy to live with.

I suppose whatever happened to my two iMacs was inevitable as their volume increased (making more of everything means there will be also be more manufacturing defects) but the way they’re choosing to handle the situation reminds me of PC companies, and I don’t think Apple shareholders and customers want to see it go down that road.

Still, if that’s what’s in the cards for Apple and their stuff is going to become less and less reliable, then I guess they’ll have to convince their customers to buy their stuff for looks alone and for the real work, people might have to build Hackintoshes, where they’ll get to use the Apple software they love and get the reliability, serviceability and upgradeability that we should be getting directly from Apple. With a Hackintosh, we won’t need to pay extra for AppleCare, which now appears to be a band-aid that tides you over with refurbished parts for the three contractual years only to have your computer break down soon afterward. Planned obsolescence and a price premium? Is that the Apple way?

My take-home message for Tim Cook and Apple: this isn’t the way you should be doing business.

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Thoughts

The trailer for my YouTube channel

This May, YouTube introduced a new design to the channel page which is easier to customize and resizes itself automatically on screens of multiple sizes, be it desktops, notebooks, tablets or phones. We can customize the videos that appear on the channel page much better than ever before, making it easier for visitors to see a variety of videos from our channel’s library. Best of all, we can create a channel trailer that helps those who are new figure out what our channel is about. It gets shown automatically to those who aren’t yet subscribed. Those who already are see viewing suggestions instead. Here’s my channel’s trailer:

If you haven’t yet subscribed, now is a good time.

Thanks!

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Thoughts

Merry Christmas!

It’s been an interesting year, hasn’t it? A lot of good things happened! After all, the world’s still around, in spite of the silly predictions. And as this Christmas draws near, it’s time to celebrate the good and the wonderful in our lives with those we love.

From Ligia and I to you, a very Merry Christmas!

Cheers!

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Thoughts

A way to make Shuffle better in iTunes and on iPhones and iPods

iTunes

I don’t know about you but I’ve listened to all of the songs in my iTunes library. Repeatedly. Over and over and over. I keep buying new ones but inevitably, the play counts add up. And the ones I didn’t want to listen to, I skipped over. Repeatedly. Over and over and over. And therein lies the answer to making Shuffle better, both in iTunes and on our iPhones, iPods and iPads.

Apple, please tweak the Shuffle algorithm so that if a song is skipped over more than once, it won’t play it during Shuffle mode at all, at least not for a while. The auto-skip period can be tweaked in the settings (in iTunes and on our portable devices). And we should also be able to decide whether we want these songs to sync to our devices at all, sort of like putting them in hibernation. Maybe even create a special section in the Library where a smart list will display these pariah songs when needed.

Some of the songs I bought have started to annoy me so much that I deleted them altogether. I suppose you can’t help that with music. You like it, then you don’t. You need a break from it. But when your iPod or iPhone keeps shoving it in your face, particularly when you’re driving and you don’t want to be bothered with skipping over songs, then that song begins to annoy you enough so that you get home and delete it from your iTunes library, just so you won’t hear it again.

And Apple, please don’t do this only in iTunes. Make sure you do it for iPhones and iPods as well, and for the older models, too. I still have a 1st gen iPod Touch that I use from time to time, and its software hasn’t been updated in years. It’d be nice to get some extra life out of it once the new Shuffle is brought out.

Thanks in advance!

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A couple of suggestions for Waze

Waze

I’ve been using Waze for over a month and I love it. If you haven’t tried it yet, you should. It’s surprisingly accurate, even in a country where you wouldn’t think there’d be a lot of users, like Romania.

The traffic updates can get a little overwhelming in large urban areas like Bucharest and sometimes it doesn’t find an address I need, but overall, it’s a wonderful app and the idea of a user-driven (and updated) map is awesome. Live traffic alerts and automatic calculation of the best route based on current traffic conditions are awesome options (these used to cost a pretty penny with GPS devices and weren’t very good nor up-to-date).

Here’s a way to make Waze better: use the accelerometer in our iPhones to automatically determine if the road is unsafe, based on braking, swerving, stopping and yes, even driving (or falling) through potholes. I love being able to report a road incident but when I’m swerving through potholes and recently dug up roads (like the one between Medias and Sighisoara), I don’t have the time nor the multitasking brain cycles to tap on my phone and report a hole in the road. So doing this automatically and reporting it to the users would be a wonderful new addition to Waze. I’d love to get an alert on my phone as I’m driving through fog or rain, when the visibility isn’t great, telling me there’s a pothole ahead. And by the way, Waze, have you thought about hooking up weather info to the traffic reports?

One thing that always annoyed me with GPS devices is the constant repetition of stuff like “take the 2nd exit” or “turn left”. The new version of Waze seems to be doing the same thing. I’d love an option in the settings where I could specify that I’d like to be reminded about such things a maximum of two times (not 3 or 4 times…)

A big thanks to the Waze team for the awesome work!

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