Tuesday, August 26, 2008
Apple and the myth of working beautifully part 5...
You may well be as bored as I am by now of my trials and tribulations of iPhone 3G ownership. But anyone who thinks the flakiness of my particular device is a rarity should try to get some time with a Genius (I kid you not) in an Apple shop right now...
(For the record, as of this very moment I can't connect to the internet via my phone once again... a network reset will likely resolve it, but Jeez!!!)
On Sunday I went to the Apple store in Cambridge (having previously been informed at an 02 store that effectively Apple wants to control the customer service. I had to go see a Genius. That's a techy to you and I. The fact that Apple thinks it takes a Genius to solve its user experience issues perhaps tells its own story...
Anyway. Turned out I had to make an appointment. I had to make an appointment to get 10 minutes with a Genius. No slots available today. You can book up to three days in advance. Ooops, all the slots up to three days in advance (that I can get to, at least) are taken.
And in the meantime no one in the store can tell me even whether the issues I am having with my iPhone are isolated or part of a iPhone 3G meltdown (the fact you can't get to see a Genius may guide you to your own take on that...)
C'mon Steve Jobs. It's time for some Lean-Too Marketing to seep into your organisation.
I am getting quite angry with apple's reticence and arrogance when it comes to keeping anyone informed. I want to know if the issues I face with my iPhone are being addressed. I want to know what each of the firmware updates I have tried are striving to achieve (2.01 and 2.02).
I want to know if my phone is a dud that needs replacing, or if its par for the course and being sorted by the next firmware update.
And when I complained of all this to a member of staff they whispered quietly to me that I should try working for Apple - the lack of information is endemic.
In short Apple: I want dialogue. And, by the way, so do your staff...
The rest of this sorry story:
Apple & The Myth of Working Beautifully Part I
Apple & The Myth of Working Beautifully Part II
Apple & The Myth of Working Beautifully Part III
Apple & The Myth of Working Beautifully Part IV