Disappointed in the Experience

I am disappointed in my recent Apple Service experience. The Airport Extreme I bought at the end of January has died. The connection drops intermittently, requiring a reset several times through the day. I attempted to fix the problem with firmware updates, software updates, and re-setting up the network several times. There is no new interference source, we don’t use cordless phones at the house, but I tried setting the channel on the wireless frequency. After each reset, the device works for an hour or so, then quits responding. I became convinced the hardware was failing, and I contacted Apple Support on the phone, as it’s only been about 60 days since I purchased the device.

The first Apple Support expert walked me through the process of resetting the device, and changing the wireless channel (again), but told me the problem was likely hardware. He acknowledged that he was not providing me any resolution steps that I had not already performed myself, using the available online documentation. He said, though, that he couldn’t advocate replacement until I had called “a couple more times” for the same problem. He told me to call back when it failed again, and talk to a different agent, who would document the problem as recurring and then be able to recommend that I go to the store and switch out the device for a new one.

I left on a business trip for a couple of days, and came home last night. Had to reset the device last night, then again this morning. I called Apple Support again, went through a few diagnostic procedures, and the expert told me to take the device to the store, where he would make me a Genius Bar appointment, so the Geniuses could test the device. If the Airport was determined to have failed, the expert told me the Genius at the store would just switch out my device. The expert made me an appointment for me at the closest Apple Store, which is 40 miles from my house.

On the way to the store, using my iPhone, I could not locate my reservation online via my AppleID. I called the store, to try to adjust the time of the appointment, and they told me that a Personal Shopping appointment had been made for me, rather than a service appointment. The next service appointment time was 4 hours away. Because I was nearly to the store, having driven for nearly an hour, I agreed to take a “squeeze-in” appointment rather than turning around and coming back in several hours. When I got to the store, I waited for about an hour for a slot to open up at the Genius Bar.

The Genius looked at my device, ran some diagnostics, and told me the device hardware had failed. Because the Airport was not a serviceable product in the store, they’d have to replace the device for me with a new one. He said he didn’t have any devices there at the store, so I would have to return in about two days (another 80 mile round trip), when he had received a new device to give me. He said the unit would be a new unit – no different from the ones on the store shelf. I asked whether he could simply exchange the unit for one from the store shelf. The Genius indicated that although I would be getting a new unit, the store inventory was already in the POS system, so for “accounting purposes”, he had to get a service unit. Because the store does not keep an inventory of Airport Extreme service units, he’d have to order one. He agreed the policy seemed frustrating, and seemed to be for the convenience of Apple’s accounting systems, so went to get a store manager for a different answer.

I spoke with the Store manager, who tried to explain that though the service unit would be exactly the same as a unit on the shelf, the Genius Bar and repair area were “a separate part of the business”, and the inventories could not be mixed. She then said the warranty policy was very clear, told me it’s available on the website and printed in “a bunch of places”, and that a service unit was my only option. She tried to offer me another option, having Apple Support mail me a device, but she and the Genius differed on whether I’d have to send in my unit first, and be out of it for a week or more before receiving a replacement. Because the unit still functions as an Ethernet hub, and because I work from my home, I could not be out of the unit for that long. She called Apple Support, and clarified that if I was willing to provide a credit card number, I could receive the new service unit with a period of time to return the failed device. She further said I should not have had to come into the store, and that Apple Support could have simply initiated that process with my earlier phone calls. I left the store, frustrated, and called Apple Support on the way home. We started the process of receiving a replacement service unit, to be sent to my home.

So – as it sits now – I’m waiting on a replacement device. It’s been over a week since this started happening, three days since I first called Apple about my issue, I wasted three phone calls, an afternoon and 80 miles in the car, and my wireless connection still doesn’t work.

Over the past 12 months, I’ve purchased a 17″ MacBook Pro, a 24″ iMac, a 13″ MacBook, an Airport Extreme, an Airport Express, an iPhone, an iPod touch, an iPod Nano, and any number of iTunes and apps from the AppStore. Apple purchases rival what we spend on the grocery bill at my house. I’m clearly a fan of the brand. I’m actually not disappointed the hardware failed – that happens. A similar warranty replacement experience with my iPhone was handled quickly, with one call to Apple Service, one trip to the store, and a replacement device issued directly from the store. That experience reinforced my favorable opinion of Apple. This experience, regarding the Airport Extreme, was handled poorly. Each of the five people with whom I spoke had different messages about this hardware failure, and about the process I should have followed to get the issue addressed. They all seemed friendly enough, but none of them was really prepared to address my issue in a way that was designed to satisfy me. Each of them was fairly committed to the Process *they* were following, and didn’t seem to want to understand *my* frustration, or what it might take to satisfy me – only to satisfy “the Process”. I’m disappointed – it’s less than I expected from Apple.

Good discussions

This morning, I had a set of meetings with the Managing Director on whose team I work.  Following those meetings, we went to a nice restaurant and had lunch.  I had a set of topics, he had a set of topics, and we got down to ticking through the agenda.  Somewhere between finishing our trout and a cup of coffee, and interesting thing happened.  We both realized that we were having one of the best conversations we’ve had since we started working together.  We were on track and synchronous on most, if not all, of the items on our respective agendas, we had general agreement on the strategy for the account, and we were saying the same things about the progress my team has been making. 

I know that might not sound like a huge accomplishment, but we haven’t been working directly together for very long, and we’re playing on a rather huge field – so mutual agreement is a wonderful thing.  Further, my “aha” moment came when I acknowledged the mutual respect we have for one another, and what that means for our ability to work independently, secure in the knowledge that we’re pursuing complimentary goals that support one another’s objectives.

The best part of the conversation came when we both stopped working from our agenda, and just talked.  The outline was good, to frame the conversation, but when we both “just talked”, we got the most out of the conversation.  Often, in dealing with customers, colleagues, and employees, find myself talking to a purpose, rather than just talking.  I appreciate so much those times when I can just talk.  I think I’ll try to recognize and appreciate those times, when they’re happening.

Today was a good day.

The Software and the Business Model

So – now, the era of iPhone 2.0 is upon us.  Beginning July 11th, we’ll all be able to get the new 3G hardware.  Today’s WWDC keynote gave a very good overview of the new hardware features – but it was as much what wasn’t said that echoed louder than what was.  The hardware, itself, hardly seems worthy of the anticipation.  A better chip, a better battery, audio quality, and tapered edges.  No front-facing camera for video chats.  No fingerprint reader for security.  No mention of video capture, or the basics of cut-and-paste and MMS. 

What will it take for continued breakaway success?  Not solely the hardware.  What with the SE Xperia, the Instinct, the Bravia and others, it may not be the slickest hardware out there, by the end of the year.  It’s not the software alone, as the recent Android demonstration clearly illustrates that great software is possible – and it’s not solely a subsidization model, which has been around since the start of the US wireless industry. 

It was the software that stole today’s show.  More specifically, it was the strength of the SDK and the flexibility of the previously-unforgiving, draconian business model.  The hardware innovation that  was iPhone 1.0 is now improved, but not transformed.  What remains, then, is whether Apple will be able to capitalize on the headstart its gotten, in an effort to capture more than the sub 1% of market share it’s received thus far.  The slingshot factor will be the software and the business model.  Cheers to Apple, for their realization and their action.  I look forward to July 11th, for my chance to experience the new applications in a new way.  I hope that’s worth the anticipation.

Weather the Storm

Several experts are predicting darkness before the dawn.  By most accounts, we’re in for a bit of tough time in the general economy.   Here in the tech and telco sector, the good news is – we’ve been there / done that. 

What did you do to make it through 2000 – 2001?  One of the writers at GigaOm did a recent interview with Scott Rafer one of the veterans of the sector, and a serial entrepreneur.  He outlines a number of strategies for weathering the coming storm.  Interesting, but I also recall a folks working out  strategies at IBM at that time.  Essentially, there were two:  A) hunker down, and try to avoid trouble – or B) be bold, create new strategies, new services, new offerings, and new ways of thinking.  I know several folks who survived.  Some had strategy A.  They’re still around (some of them) - many of them are in essentially the same jobs now they were then.  Strategy B folks – there were fewer of them – if they’re still here, they have better jobs, more interesting jobs, and they’re generally happier. 

There is something coming.  It won’t be easy.  Our customers will be trying to do more with less.  We may think there’s less to invest, making it harder to create – but that’s not so.  It’s time to push ahead.  It’s time to point the bow straight at the waves, and take them on.

Acceleration

I was talking with a colleague today, about the pace of business, and all that we’re expected to do – at our jobs, at home, in the community, for ourselves…    There’s a lot to do, we agreed.  The demands of the business have increased exponentially as we progress in our careers, and as expectations of others rise regarding our ability and willingness to instantly respond to the crisis of the moment.  There don’t seem to be more people around to do the work (the opposite, in fact), and the work doesn’t seem to be getting any easier, especially in troubled economic conditions.

The good thing is, I have the technology available to blur the lines between work and non-work.  I can be away from the computer, and be at my kids’ school band concert in the middle of the day.  I can create and submit that spreadsheet/email/presentation that just “has to” be done, without going in to the office at night or on the weekend.  The bad thing is, the technology makes it easy to get so much done that I (and I suspect others) try to do even more, and even more.  When I’m at the concert, if there’s an intermission, I’ll often “just check” the blackberry – more often than not, I’ll respond to something.  When I’m doing that “one thing” that has to be done, I’ll do others, because “there’s so much to do.”

I know it’s just a discipline issue.  I need to recognize when I’m doing too much – I need to segment, and it’s really my responsibility to create my own balance.  When I do take time, I enjoy the things I do.  Guitar lessons with the kids, for example, is usually the highlight of my week.  A cocktail and a conversation in the early evening is a perfect way to put some parentheses around an hour.   But during the week, during the day, when I’m buried in the latest thing, and there are 20 more “things” – it’s tough to lift my head up, much less my thoughts.

Remember, back in the day, when your colleague would walk down the hall, ask if you had a few minutes, and you could walk down to the coffee shop and talk business for a little bit?  I think I’m going to do that more.  And I think I’m going to be happy about all that’s going on.