Hey you! Apple! Are you listening?
History: You could say that I'm an Apple Lover. I own 2 Apple Macintosh G4 Desktops - in use - one Graphite 500MHz I tricked out with a Dual Gig-a-Hertz processor, additional hard drive and maxed RAM. There's a MacBook Pro in various pieces in a drawer in my office. I won an iPad at a Networking Event (see the top article from the previous link and others on Networking in GR). And, I'm writing you from my big girl friend - See above article. I own an iPhone 3GS purchased the day they came out June 21st, 2009. It's white. I loved her until 2 months ago, when alla-sudden she started being whiny when using location based services or switching between the 3G AT&T Network and Edge (2G) or the WiFi radio. Essentially she'll just crash. Poof. Narcolepsy.
Apple? Are you listening?
I've just pretty much stopped using the AT&T 3G Network, consequently. It does work if I'm connected to a power source, so driving while using Google Maps, requires being plugged in. If I use location in one place, and use it again in the same place, I should be ok... but not all the time. Generally she gets all whonky when I move around between towers using Location apps. I think the tower database may be corrupted or perhaps the battery... But who really knows, since the Apple.com site is no real help with this regard. Monday, the speaker at the top, where your ear goes, ceased to work. Lucky I have Blue Tooth headsets and/or ear buds. Just one more thing that isn't happy with her.
Yesterday I went into the Apple Store, was met by a cutie at the door, saying that I needed an appointment - the next one available was for 4PM in the afternoon - there must have been at least 35-40 patrons in the store, and at least that many Apple-logoed, blue-shirted people with iPads walking about. Last weekend the employees at all the Apple Stores redid the stores to put iPads at every product station, where you could learn more about that particular product and request an Apple Employee to assist you. They were up late getting ready for the opening. It was different, and slightly cooler. The iPad apps that are Apple iStore-Only are cool, but I don't know how 10th Anniversary-Cool it all was. The manager introduced himself to the conversation and was able to over-ride technology to give me an appointment with an Apple Genius in 1/2 hour. I made for the Starbucks and should have offered the cutie some coffee, she kept yawning.
30 minutes later... The Genius, after listening to all that I'd already accomplished, backed up my iPhone, then did a wipe and told her that she was a new iPhone. I'm pretty sure she didn't believe him. She might have played that game before. Funny thing: When I initially purchased my iPhone, they had to set up a device twice, as the first one didn't take to me. I'm wondering if there's a symbiotic thing. So anyway, my phone was done: Dude turned her on - I switched from Edge to 3G, did a Google Maps look up, switched off 3G started importing all my contacts - EVERYTHING WORKED!
I left the store believing that the phone was working, and made it to my car, wherein the New Amnesia Girl Friend starts acting like her old self. I returned to the Apple Store to talk to the girl answering the door. She remembered my name. I'd like to think it's because I'm cute - Yep, I'm going with that. The Genius that assisted me, ran up. We turned the phone back on and it did the same thing, wouldn't finish booting unless plugged in... He thinks the phone is somewhere between death and burial. MEH.
Note: Neither the Cutie nor the Apple Genius made mention of the fact that AT&T may do some original thinking with regards to my contract, as it was just about to expire ;-)
I walked down the mall to the American Telephone and Telegraph store. That store was empty, save for 3 employees. $50 for a refurb 3GS. $200 for a new 4G under contract. $450 for an out-of-contract new 3GS. I'll let you know what I decide.
Let me conclude on a positive note: The Apple employees that I interacted with, were awesome. From the Manager that was able to intercede with an appointment squeeze, the Greeter that remembered my name and email address even with helping the intervening 40 or so people in the hour and 1/2 since we met, to the Genius, who really was a genius. Even though they couldn't fix my device, they checked in to what they could do including offering me a minor discount on a new gal.
I have heard, and read, some awesome stories of Apple hook'n a brother up. I would love nothing more than to write a post on how over the top Apple's Customer Service really is to those of us that have owned Apple products since 1997 and still actively purchase them.
