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

1 comment:

  1. Let's be honest - Apple's Genius approach really really really sucks. You are right David, calling it "genius" is arrogant. And making SLOTS???? I have had complete NIGHTMAREs with Applestore Regent Street - 5 FIVE!! visits re one technical malfunction. They are a "product" company doing "service" and they are young at it. They need a pro to lead this.



The rate of change is so rapid it's difficult for one person to keep up to speed. Let's pool our thoughts, share our reactions and, who knows, even reach some shared conclusions worth arriving at?