Thursday, March 08, 2012
Apple: Becoming more like Dell, every day ... by gimleteye
There has been a fair amount of speculation, how Apple can maintain the rigorous standards demanded of the company by the late Steve Jobs.
I detect the difference. I was an early Apple adopter in the mid 1970's until the mid 1980's, a Windows defector until 2000, and an Apple adopter since. This is to say, I know that the devices Apple creates are meant to capture your entire budget for computing and mobile access. In all these years, I've had hours and hours of experience with technical support help lines. I could write the book on Dell, Microsoft, and Apple. Until my last interaction with Apple on phone support and in the Dadeland store, I believed that Apple would never repeat the mistakes of Microsoft and Windows-based computing for consumers. But you can't grow large as Apple without risking the same fate. The CYA by the first telephone contact on the other end of the line, the wait time again for a specialist, the mob scene at the Dadeland store; all reminded me of my morose days spent trying to get Windows to work as advertised.
Last weekend I visited the Genius Bar at the Apple Store in Dadeland. The places was absolutely packed with blue-shirted Apple sales staff, all chatting with each other until they broke off to deal with customers. The place was loud, crowded and had a shop-worn look. I'm not close to fleeing Apple, because my memories of Windows are so toxic. But my sense-- based on these recent interactions that have to do with sync'ing data between computers with iCloud and non-Cloud storage-- is that for Apple, the tide is turning as tides will turn. I can't get out of my head, today's call with customer service. Instead of speedily solving my problem, he was intent on making me waste my time so he could justify, his. Buyer, beware.